tc61380
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posted on January 7, 2007 08:28:35 AM
I sold an item to a buyer of mine (who is in wyoming) back in early december. I shipped out the item, and it arrived in the shipping company's arrival point in denver.
However, for some reason, the shipment got delayed in denver and did not make it to wyoming . Well, as you may know, the snowstorms hit denver a week later, and the shipment is stuck in denver still, as of today.
Now the buyer is pissed off at me and threatening to charge me back and file complaints with ebay if I don't refund his money. I am not sure how to approach this. I would prefer to not lose the sale, but on the other hand, the shipping company keeps passing me around and not giving me a straight answer about what's happening with the package. (This is not some run-of-the-mill company either, http://www.pilotair.com)
Should I just refund the money, and deal with the shipping company? Or what should I do? Thanks in advance for your help.
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hwahwa
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posted on January 7, 2007 08:34:19 AM
Why dont you ask the shipping company to send a message to that warehouse to return the item to you when they are able to do so,then refund the buyer his money?
I would take down the name of the person whom you talk to and get a transaction number in case it is delivered to the buyer and he refuses to return the item to you!
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ST0NEC0LD613
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posted on January 7, 2007 05:01:01 PM
Keep in mind that the shipping company is your agent. If they don't deliver, you are on the hook. I would ask the shipping company to ship the item back to you and then use a reputable company for shipping. a real shipping company would have had those packages out as soon as the snow plows did there thing.
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digitalbruce
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posted on January 8, 2007 07:13:45 AM
I have had similar problems with "reputable" shipping companies as well. I would ask that the item be shipped back to you. Once the item is received by you you refund his money. Explain to him that you cannot refund at the present moment because you do not have the product.
I don't believe the we are on the "hook" if a shipping company loses or is slow on shipping. Once that product leaves our hands it is at the mercy of the shipper. Do the customers honestly expect you to get in the car and deliver each package to their front doors? Honestly, they can be so ridiculous sometimes. He doesn't understand that mother nature doesn't exactly give a (well you fill in the blank) about his package and it can't be controlled all the time how long a package takes to be delivered.
Sounds like one of the customers that expect IMMEDIATE delivery. You know, if it doesnt come by the next week they FREAK!
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digitalbruce
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posted on January 8, 2007 07:14:49 AM
[ edited by digitalbruce on Jan 8, 2007 07:16 AM ]
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ladyjewels2000
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posted on January 8, 2007 07:42:06 AM
Sounds as if it's a large item? If so you may have to pay the shipping back to you - find out before you go that route.
Was it insured? If s, provide paypal with the shipping information including the fact that it was insured. If you did everything with paypal correctly and the item is insured - I don't think they will refund until everything is resolved one way or another (you get it back - buyer gets or insure claim is filed)
Good luck
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twig125silver
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posted on January 8, 2007 09:32:06 AM
This item was purchased and paid for a month ago...
The customer does not have their item and has emailed their concern... and they are a tad upset... Truthfully, I would be concerned if I were the customer. Maybe a little antsy as well.
Have you given the shipping information to the customer? They may be a little more patient if they can check this out for themselves.
With the increasing number of rip-off artists signing up on eBay everyday, I can understand how a buyer can be wary.
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fleecies
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posted on January 8, 2007 04:05:54 PM
Have you filed a claim on the shipment? I think that is your next step, cc'ing the buyer with all pertinent information. If buyer still wants the package, then I would probably do a good faith refund now and re-charge when the package is located and on its way to him once again (letting him know that's the plan); if he doesn't still want the shipment, then I would refund, file the claim and let the shipping company pay up on the claim (assuming the shipment was insured).
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bjboswell
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posted on January 9, 2007 05:10:31 AM
We sent our daughter a new from the Apple store laptop for Christmas. She lives in Denver. It was ordered with plenty of time to arrive before Christmas. It sat in Henderson CO a "burb" for 1 week. Then was sent to Aurora, a closer in burb, just in time for storm #2. The computer was delivered on Dec 31! We did have tracking #s to let us know what was happening. Erin says she has so much snow on her side street... which they NEVER plow that 1 car can go down the street at a time. Your client is being extremely unreasonable. If you have tracking #s send them to your client... if not refund the money Denver is getting more snow this week!
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tc61380
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posted on January 16, 2007 08:48:05 PM
I offered to refund my buyer the money he paid and he accepted.
I finally received word from my buyer yesterday that the item has finally arrived. He is trying to renegotiate the price of the item, which I am not happy about, but what I am worried about is getting him to repay. Are there any options that I can take to get him to pay? This is a large-ticket item, 1000$+.
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tc61380
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posted on January 16, 2007 08:50:25 PM
PS, I did give tracking information to him from the beginning, he kept harassing me (and not the shipping company) about why it was not moving faster (mind you, he lives in a remote area as well).
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roadsmith
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posted on January 16, 2007 09:56:43 PM
At least the buyer sounds honest enough to tell you the item has arrived. I think I'd negotiate a new price and send him a PayPal invoice. I'm sure you'll do what's right for you to do.
_____________________
Thought for the day: Men are like fine wine . . They start out as grapes; and it's up to the women to stomp the crap out of them until they turn into something acceptable to have dinner with. ~Dave Barry
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pixiamom
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posted on January 17, 2007 01:08:18 AM
I would offer him $25 for the delay, otherwise ask him to return the package and file with eBay for refund of fees.
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tc61380
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posted on January 17, 2007 08:26:16 AM
i offered 100$ (half the cost of shipping) and he is still not happy, he believes he paid some sort of "christmas premium" for the item and wants a refund to current prices (the prices are the same back then and now).
arrgh. I used to think country folk were nice too.
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TheFamilyBiz
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posted on January 17, 2007 08:56:07 AM
You might want to remind your buyer that he is in possession of something that he has not paid for. Thus, it still belongs to you because no money has been exhanged for it (since he demanded the refund).
Kindly explain that you'll expect it back. When he protests again, explain that you will be talking with his local police department about it forthwith. If you really want to mess with him, look up his address on Google Maps and view the satellite view. Explain that you'll be giving directions to the police that the goods are located in the 2nd house from the corner with the large tree in the front yard... etc.
Honestly, I'd give the local police a call and explain the situation and see if they can help if it comes to that...
Wayne
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