on โ03-08-2015 02:10 PM
on โ03-08-2015 06:23 PM
You have a defect just because the buyer was inconsiderate and opened a dispute instead of just asking where it was.
Even if you did refund immediately the defect is still there.
on โ03-08-2015 06:41 PM
I dont think that is quite correct from my experiences. For an Australian buyer, you get a defect once the dispute is lodged but if the matter is resolved and the request closed by the buyer then the defect is removed. The eBay message will have a date by which to respond so it is critical that you close the dispute before that date by either the buyer cloising it (ie the item arrives) or by you refunding BEFORE the close off date. After the close off date, a buyer can escallate and eBay will always find in favour of the buyer unless you have tracking or a message from the buyer confirming that the item has arrived. I always message the buyer to see if they are prepared to wait but if the buyer does not confirm that the item has arrived by the close off date, I will refund to avoid a permanent defect against my account. Also I think you get a second defect if the dispute is closed in the buyers favour.
If however the lost item request is lodged by an overseas buyer, they stick even if the item turns up the next day or you refund
on โ03-08-2015 06:42 PM
oh if you do resolve or refunbd before the due date, the defect removal takes a few days to occur. If it is still there after a few days, contact eBay Customer Support
on โ03-08-2015 07:54 PM
on โ03-08-2015 07:58 PM
on โ03-08-2015 09:37 PM
@pruetrading wrote:Slightly off track but..
I've just got my first refund request for large envelope not arriving. Its a day over the estimated arrival date.
I've said I'm happy to refund if it doesn't arrive, but have asked if they are happy to wait another day or so. Can anyone tell me if I now have an automatic defect because I didn't refund instantly?
I've had a handful of buyers contact me over the last year or so to say their item hasn't arrived. Thankfully, none of them opened a dispute, they were kind enough to send a message. I asked if they would mind waiting another week, because Aust Post can be rather slow at times and if it still hadn't arrived in a week, I'd be more than happy to refund in full.
The first half a doz sent a message a few days later to say that it arrived. Another didn't send a message or leave feedback, or open a dispute, so I can only assume that it arrived. The latest one waited a month before contacting me. I asked if she would mind waiting another week as she was in a pretty remote area. She was happy to so that. She sent a message about 3 weeks later to say it didn't arrive. I happily gave her a refund. Her feedback was impeccable, I had no reason to think she was pulling a swifty. If she was, she would have opened a dispute.
Only other one I had was more recently. He too just sent a message. His item should have arrived in maximum 3 days. He sent a message after 10. He offered to wait a few more days, but he ended up with a refund. Again, his feedback was impeccable, so had no reason to suspect he was putting one over me.
They're the only 2 I've ever lost in over 1,000 transactions. Both were large letter untracked. I consider myself lucky that my buyers were good enough to just sent a message rather than opt for the dispute.
on โ03-08-2015 09:42 PM
on โ03-08-2015 09:57 PM
on โ03-08-2015 10:25 PM
I in 10 definitely seems extreme and I have not heard on the boards of any seller complaining that many have gone astray. I don't send a great deal large letter but in heaven knows how many years I have only had 2 go missing.
Even if it were 1 in 10 then you need to add the cost of one refund - (profit + 2.6%Paypal fee) divided by 10 to each item to near enough cover the cost of those refunds, if the one in ten is an exaggeration then obviously you would divide by a larger number.
I have always added a few cents to all my items to cover the cost of an occasional unreimbursed refund.
on โ04-08-2015 12:14 AM
i too sell DVDs and post via large letter (padded bubble envelope)
Loss rate is extremely low. I too lose about 1 in every 1000. If you are losing 1 in 10 theres definitely something fishy going on