Buyers CLAIMING "Item Not Received"?
Summary: The discussion is centered around the topic of buyers claiming that items were not received. universumkarma8, who initiated the thread, appears to encounter this issue, possibly seeking advice or sharing their experience. Responders like twyngwyn and repentatleisure1952 interact with universumkarma8, though the content of their responses is not specified, possibly offering insights or discussing similar challenges. p9games joins the conversation later, suggesting ongoing interest or providing additional perspectives. Without explicit content, the nature of the advice or solutions remains unclear.
Is something in the air?
In the past 2 months we have had the misfortune to have 4 buyers "claiming" that they had not received their Items. 1 had a score of 5 and 1 at 25. On the other end, however, 1 had a score of over 600 and 1 over 700.
In a different and current Case/Dispute the Buyer is disputing the actual transaction via their CC. On the same day of their purchase we Messaged them Thanking them for their purchase, provided photographs of the actual parcel/Box - the Australia Post label with Tracking, Refunded them a partial amount as the postage turned out slightly less than what they paid, and emailed them the Australia Post postage receipt as well. On checking their feedback (5) we saw that they had purchased something else during the same period - so they would have had access to their eBay messages and surely, she cannot DENY that they did not see our messages.
Australia Post investigated and provided Proof of Delivery (with photographs) of each Item with each Case. Then we never heard from the buyers again. No apology, no acknowledgement that they had indeed received their Items. Nada. Australia Post shouldn't have to waste their time and resources with these spurious claims.
We understand that this happens to all Sellers and is part & parcel of the selling process, most unfortunately. But it's greatly disappointing to know that dishonorable buyers seem to be creeping up more and more with false claims. Human nature? It's simply attempted Theft.
It's frustrating and distressing when you post Items almost immediately and then even Message the buyers to "Thank them for their purchase" + provide them with Tracking numbers + photographs of their parcels DIRECT to them via their eBay Contact. This is why we even provide photographs of the Items all packaged and showing postage labels to every buyer. It's a sad state of affairs really.
p9games
·1 year agoBeen a while since I measured it, but last time I did it was about one in several hundred shipments that goes missing.
I know there are scammers out there, but assuming that everybody that raises a claim is a scammer is the wrong attitude. i've had customers place dozens of orders over a long period without an issue and then raise an INR claim. it happens. Do not underestimate Auspost's capacity for outright incompetence.
And it happens with tracked items too. Happened the other day. Regular customer messaged me about an INR. I checked and there was tracking. Tracking number showed delivered. I let the customer know and he was adamant it had not been received so I logged an enquiry with Auspost. They replied back confirming it had been delivered so I asked for a photo so the customer can help track it down. A day passes before I get an email saying they had confirmed with the delivery driver and no photo had been taken as it had in fact been taken back to the depot. Luckily it arrived back.
I'm fortunate that I sell in a specialist hobby market, and about 80% of my daily orders are from existing customers. So when a regular claims a lost item I know it's legit.
Moral of the story - don't assume your customers are all out to get you
repentatleisure1952
·1 year agohttps://www.ebay.com.au/help/policies/selling-policies/payment-dispute-seller-protections?id=5293&st=3&pos=2&query=Payment%20dispute%20seller%20protections&intent=payment%20dis&lucenceai=lucenceai&docId=HELP1678
universumkarma8
OP1 year agoThank you for taking the time to respond, much appreciated. Yes, eBay is standing by us. Australia Post investigated and all Items were delivered successfully. But they shouldn't have had to waste their time on spurious allegations we feel. Nor us.
twyngwyn
·1 year ago,,,,have they mixed up different sellers?
universumkarma8
OP1 year agoHi,
Nah. 1 buyer received a huge Crystal, it was a beautiful specimen, one of our favourites but we are raising money for AnimalsAsia so have to let a lot of treasured Crystals go (with good tidings of course). We had Australia Post investigate and, naturally, they produced evidence of successful delivery. eBay is standing by us, fortunately. This eBayer only has a Feedback score of 5, and not being judgemental, but if we'd googled their premises, we would have cancelled the sale. 1 other eBayer did mistake our parcel with one from some company (not eBay) altogether, and the others were just trying it on. Sadly, it never mattered to these people that much of these funds go to animal charities. But - most buyers are pretty nice, just the occasional maggot (1 in 10 we've sadly found). It's unfair on Australia Post to have to waste their time investigating these spurious allegations though. And a waste of time and effort for us sellers who strive to do the right thing. Thank you for taking the time to respond, much appreciated.