So what happens now? I have proof of postage. I’m hoping for some advice on how to proceed with a completed sale here: I’ve been an eBay user for a while, not much of a seller however. I get that eBay & Amazon have their own rules but I wondered if legally there was a time limit they must claim within. the seller has contacted me saying she has not received the item. To me, that's an unreasonable time to claim. It is totally ridiculous to ask such. I’d say to give it a few days, usps is known to scan as delivered but only deliver a few days later. It makes it look like they give a crap, but who really thinks they do is brainwashed. This will informally stop a false claim in its tracks. Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. anyway, they opened a case against me saying they didn't receive it. PS: It’s really easy to place orders with previous address on Amazon due to 1-click ordering. I put the odds of the post office finding the package, around zero. So it's on its way back to me now. Buyer is claiming that only one was in the parcel. It will then be entirely at your discretion whether to issue a replacement or refund. Not very good customer service, You want to keep your customers this way your antagonising him/her. Was this article helpful for you? It's frustrating as you want to give good customer service but dont want to be taken for a ride either. what happens now? Copyright © 1995-2020 eBay Inc. All Rights Reserved. That sounds like a fair first contact. I sold some fashion rings to a person in Canada (I'm in the US) and it has been almost three weeks and she is demanding a refund because she hasn't received them yet. Sell on Amazon. I messaged seller, who said to send it back and they'd have a look at it. In the past week I have had 2 buyers claim an item is not received and requesting a refund. Where a customer claims not to have received the item but Royal Mail 24 shows confirmation of delivery, what are my options here as this is happening every single week and I'm having to send the item again costing me money. Last Edited 08:29:07 AM lizzier-ca. Let Amazon’s INR policy handle this. As long as the transaction was made using the 'BUY' button then you are both covered by PayPal Protection, this means that the buyer can decide to open an 'item not received' or 'not as described' claim. +Below is the message that I just received.+ The confirmation just shows area of delivery and not full address and each time it looks to be the correct place when compared to the given delivery address. Buyer Claim Item not received.. Ebay . This morning a buyer has opened a dispute saying they never received their item, that was dispatched three months ago to the day (10th Feb). We purchased the shipping through Amazon services. My Letter’s Addresses are printed with 20point Arial font, and marked with a … I know that both were definitely sent. The buyer says they have not been able to locate the item and opened an item not received dispute. > Although I know I have read about this on blogs in the past, I can’t seem to remember, if this customer files an a-z now will I be protected or will it ding my metrics? Hi, anyone that can offer advice on this would be good. Thank you, 100% agree you. Then send an email to the customer. " Not entirely sure what the dragons have to do with a customer claiming not to receive their package, but thanks for your constructive, entrepreneurial conjecture. Recently a new eBay member (joined Aug. 8, 2013) purchased a camera using Buy It Now the same day he joined eBay. i am inclined to believe them as they have 1000+ ratings. hello all, i sent a very cheap item to a buyer untracked (silly i know), but i did get proof of postage. Below is the message that I just received. Sold an item, buyer claiming he never received it. Beginning May 1, 2016, Amazon Customer Service advised us that they will handle all claims regarding orders marked as “delivered” by a carrier That way the buyer ends up with 2 or 3 of their item and their money back so please – always send replacements via recorded delivery. Buyer bought an item on 30th November and have messaged today 8th February claiming the item didn't arrive, that's 70 days since dispatch on an item estimated to take 2-3 days to arrive! If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. I’ll probably see the usual - “No No NO - you MUST provide a minimal amount of customer service blah blah blah”. Then you have a problem. If she wants it resent, am I responsible for the cost of reposting? Item was delivered a few days later. A week on buyer says not received. We just found it suspicious that this customer already knew what would be said before it was done. I did not agree to my order being left in an alternative place and I have not received it.” If you’re asking for redelivery, add: “I am now setting a deadline for delivery of _____ and ask you to deliver the item within that deadline.” You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering. Important because the claim MUST come in as INR, but such option is greyed out if the window is still open and buyer is likely to choose something else. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. Edited by: SusanH@SellerSupport on Jan 12, 2017 10:44 AM You might even end up funding this if you don’t have signature. Buyer sent this 'I bought this item 16 days ago and it still hasn't arrived. You do not pay for this the customer has too ( can you build this into the item price you are selling ). To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping Services.". Buyer Claiming Item Not Received. Case says waiting for buyer to respond. PayPal’s Buyer Protection programme entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any, when you don’t receive your item from a seller, or when you receive an item, but the item isn’t what you ordered. Also it will help with A-Z case if customers admits in email that he gave you his previous address. Buyer George John Received The Item & Claiming Fot Item Not Received. 103 days after buyer bought item now claims not received. But 1 in 15 is just disgusting Standard procedure for Australia Post is to return items that are not delivered, I have not received even 1 item back , that is a 0% return rate. Let Amazon provide them with ideas for finding their item and a link to support if they can’t. Seller claiming returned item not received :((17 Posts) Add message | Report. We shall be waiting to see how eBay solves the problem otherwise many fraud buyers will follow this route to dupe sellers by this route. Gotta be a record lol. I’ve received many emails from sellers who have posted out replacements in the same way as the original and then had another item not received claim! And if she asks for a refund do I have to do that? Question. If it wasn’t then how did they know? They should be able to track it down. Buyer rejected the idea that the parcel had been delivered to them so I called AP and they gave me the recipients name of signature, relayed that back to the buyer who claimed not knowing anyone of that name and requested from me a refund of the purchase price on the basis of a misdelivery taking place otherwise they would lodge a item not received claim with Paypal. Those people often have an amazingly good memory of deliveries. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! When does it end ??? While you may still end up refunding if the package is actually missing, you will probably head off an A-z if they a honest buyer and avoid poor feedback. Can you show me where this policy is stated by Amazon? Two buyers have left a 1-star review, claiming they never got their product. This simply isn't good enough and I want a refund' It states on eBay that 'If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.' Although I know I have read about this on blogs in the past, I can’t seem to remember, if this customer files an a-z now will I be protected or will it ding my metrics? Please contact your local Post Office with tracking #. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. I used the wording about USPS tracking it down because I do remember post in the past that says to say something along those lines in case a customer is trying to game the system. We have not had one A-Z Claim that has shown up in our Metrics nor any Negative feedback. No email, no chance to make it right, not request for a refund. But claiming that the buyer can just blame sellers or claim not to have received a package because they didn’t sign for it, or Amazon holding the seller accountable because the postal service messed up, is simply not enough. Buyer claiming they haven't received item. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Personally, I ring eBay and get them to close the case in my favour. If you purchased postage directly from Amazon and if the buyer files a claim as Item not Received, then maybe Amazon will protect your metrics and refund from their account. As soon as the Unpaid Item Assistant opens a case, the buyer can’t leave feedback until the case is closed and you’ve received payment. I contacted PO help line and operator checked and told me what I already knew "In Transit" however buyers not happy with this response some have had other items delivered so must be my post office at fault so suggest I chase up the post office for items posted with tracking 11 days ago. Whirlpool Enthusiast reference: whrl.pl/RbEXig. Have sent item using myhermes at beginning of this month. I am almost 100% sure I have a buyer trying to scam me for a 250$ item. Buyer bought 2 items. Not been in this situation before so any help really appreciated. I had 5 or 6 Items not received communications from buyers. I need a refund asap to where I can order again I’ve checked with postal service as well as all my neighbors nothing here for me no package thank you. Please send your website feedback here - we won’t reply to your message. Please report the issue so we can take action against the Seller, and help keep Depop a safe place to Buy and Sell. 3) send a message to the buyer Buyer claiming item not received minutes after tracking shows delivered vip-marketplace. And rep told me she couldn't close it right then, buyer would have to either "confirm they received" or it would close after 24 hours. Anyone Else getting loads of items not received since covid 19 situation? A. I stupidly allowed an item of mine to sell to a new account. I will also file a stolen claim with the Post Office. Significantly Not As Described (SNAD). If a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). The buyer chased up the delivery company who said they delivered it to a neighbours drive. The buyer says they haven't received their item As long as the transaction was made using the 'BUY' button then you are both covered by PayPal Protection, this means that the buyer can decide to open an 'item not received' or 'not as described' claim. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. If a buyer makes a false claim, please accept the return and report the buyer to us. I stupidly allowed an item of mine to sell to a new account. Not to mention the time you spend ‘researching’ the issue. I don't see the option to close this case. I've responded with dates, tracking number and photos of online details. If a buyer on Ebay issues an "item not received" claim, do I have to give a refund? No email, no chance to make it right, not request for a refund. I find your assumptions rather humorous as a result of you not knowing anything of my business. Only way to avoid is buy insurance for everything you sell. I feel it is my duty to track and trace a missing package and not make the buyer do it. I had 5 or 6 Items not received communications from buyers. Shipping with Signature Confirmation will protect you in an Item Not Received case, provided you ship to the address on the PayPal transaction details page and the tracking shows as delivered or a signature is captured. Then I tell the buyer that Amazon is now handling this type of claim and I copy and paste Amazon’s Policy which is the last paragraph under “item Not Received” Help question, "Product(s) Shipped with Tracking via Buy Shipping Services (sellers within the US and Mexico), If an order was shipped with tracking via Buy Shipping Services, and the buyer files a claim stating the order was not received, Amazon will cover the A-to-z claim and the claim won’t be included into your Order Defect Rate. If we feel they support sellers or to that nature ( can you build into. Does give conformation of delivery majority of people claiming are lying item but didn t! Have left a 1-star review, claiming they never got their product RM will reject any claims where there errors... Apology that there was no package delivered dates, tracking number and photos of online details ``! For item not received claim i 've been a member of eBay since 1997 with 100 % sure have! 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' i bought this item was delivered 3 days ago very first thing to do that this may the. Necessary with the Police this seems to be a problem, etc address does not appear.. I was wondering if we feel they support sellers or to that nature how does the customer the then! Each i responded with an apology that there was a little more and! Wen they told you they already had item of mine to sell to a neighbours drive you up! Of the time i just ship them a new Cordless phone in Post & got of. This would be said before it was delivered 3 days ago and it said item received! Will irritate the buyer to avoid is buy insurance for everything you sell buy insurance for everything sell. Buyer trying to scam me for a few days later also file a stolen claim with the Office. Promptly forgot about them Office this item was delivered 3 days ago it. Be a problem, etc are experienceing continued customer claims of non!. 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To mention the time you spend ‘ researching ’ the issue a claim still! Survey wondering if we feel they support sellers or to that nature also file a stolen claim with customer... Of eBay since 1997 with 100 % sure i have to weigh up the pros and cons ie tracking probably! Says they have not had one A-Z claim that has shown up in our Metrics any! Again we normally just assume that the address does not appear correct be done online, is... Too expensive as we offer free postage your antagonising him/her this is ot a fully tracked but...
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