topic Re: Item not received dispute in Selling

Item not received dispute

shape000 — Thu, 18 May 2017 12:19:18 GMT

Hi guys, just wondering where I stand with this.

I posted an item to a buyer in Canada on April 26. He has today lodged an item not received dispute and asked for a refund. The item was $199 Australian plus postage.
Postage to Canada is very expensive so I sent it economy mail. There is an article ID but it's not really a tracking number as far as I know. Tracking and registered was going to cost nearly $100, far more than he paid.
Aussie Post said it would only take a week or so to arrive. I've asked him to wait one more week, which will take it out to 4 weeks since I posted it.

Any idea of where I stand on this?

I've been selling on ebay for over 10 years and have more than 500 positive feedbacks.

I'm really annoyed by this.

PayPal have also put my account into the negative as they await an outcome.

Scott

Re: Item not received dispute

kopenhagen5 — Thu, 18 May 2017 12:31:25 GMT

Canadian post can take 4-6 weeks.

I had an item take 2 months because it was held up in Canadian customs.

It's not unusual for Canada, they are very strict.

Re: Item not received dispute

shape000 — Thu, 18 May 2017 12:36:43 GMT

That gives me hope that maybe it's still getting there, I think three weeks is still within a reasonable time frame. He didn't bother contacting me direct about it, just lodged a dispute and refund request. I would have waited at least a month.
Australia Post's estimate of just over a week seemed a bit ambitious but I can imagine maybe it's tied up in the Canadian postal system.
Trouble is if it's tied up there for another month, I assume eBay will just order a refund in the meantime.

Re: Item not received dispute

lm-entertainment — Thu, 18 May 2017 12:49:43 GMT

when i select economy air for parcels from australia -> canada via the aus post website it says 11+ business days - which would be over two weeks including weekends + any customs delays. i assume it was a parcel?

Re: Item not received dispute

kopenhagen5 — Thu, 18 May 2017 12:53:19 GMT

Assume it is the Camaro.

String out the case as long as you can and don't ask eBay to step in no matter what info you can provide.

Hopefully it will turn up in time.

Otherwise you may need to chase up the buyer to repay as no doubt they will receive it.

Canadian post may be slow but they always deliver.

Re: Item not received dispute

shape000 — Thu, 18 May 2017 13:03:46 GMT

Yes, it's a scale model Camaro.

The buyer has 100pc positive feedback so I would hope that if it turned up after I was forced to make a refund that he would repay the refund.

He says he's willing to wait another week, so I sure hope it turns up within that time.

He told me he bought another model from an Australian website and got it really quickly, hence I guess why he's being a little hasty, in my opinion.

Re: Item not received dispute

shape000 — Thu, 18 May 2017 13:06:16 GMT

Thanks for the feedback guys, it's so helpful to get other's insights.

Re: Item not received dispute

digital*ghost — Thu, 18 May 2017 14:05:45 GMT

@shape000 wrote:
There is an article ID but it's not really a tracking number as far as I know. Tracking and registered was going to cost nearly $100, far more than he paid.
Aussie Post said it would only take a week or so to arrive. I've asked him to wait one more week, which will take it out to 4 weeks since I posted it.

Try checking the article ID on Canada Post's website: https://www.canadapost.ca/cpotools/apps/track/personal/findByTrackNumber?execution=e1s1

They don't always show, but Canada Post has an excellent infrastructure that's highly automated, unfortunately it's continously let down by being extremely understaffed (according to the inside info I get from my own PO, for whatever that's worth).

The old green CN22 customs numbers used to be tracked once they reached Canada, but it's rare for that to happen now unfortunately, however a parcel's ID has a much better chance of being tracked once it arrives there.

It's frustrating as I used to get a lot of custom from there, but I got so sick of having to deal with the exceptionally long delivery times - up to 8 weeks.- that I will not use economy mail to post there anymore (many residents appear to be completely unaware of the failings of their own postal system). I hope it works out - from memory about 80% of the orders I had to refund ended up arriving sooner or later and were voluntarily repaid by the buyers in question.

Ignore the delivery times quoted by Aus Post, too - they are generally referring to the timeframe for the package to land in customs in the destination country, rather than physical delivery to the recipient.

(PS I notice there's an announcement on the site regarding service interruptions to certain areas due to flooding, too. If your buyer is any any of the locations named, eBay should be aware of this and take that into consideration. (Well, one would hope, but wouldn't dare to expect when it comes to things like that). )

Re: Item not received dispute

languidlady49 — Thu, 18 May 2017 15:06:14 GMT

a few years ago I sent a $400 ring to Canada which did not arrive in a timely manner and I put in an Australia post missing article report. Eventually after around 5 weeks it transpired it was in Canada customs and the buyer had to spend a substantial amount to release it.

Re: Item not received dispute

languidlady49 — Thu, 18 May 2017 15:08:31 GMT

I would have sent the ring registered post for that amount.

Re: Item not received dispute

shape000 — Thu, 18 May 2017 21:55:35 GMT

I emailed Canada post and got a short reply basically saying they can't track the number, which I'm not surprised about. It's not really a tracking number, some sort of article ID.
I won't ever send without tracking and registered again and don't think I'll be posting to Canada again either. Way too expensive.

Re: Item not received dispute

jellybirddesigns — Thu, 18 May 2017 23:56:33 GMT

In item worth $199 is going to attract a fair amount of Customs fees, so it's entirely possible that your buyer has rejected the item.

For the future - anyting to Canada over about $25.00 attracts duties. Other countries with very low thresholds include the UK.

Whilst it is the the buyers responsibility to pay these, I have educated myself on which countries are a problem and I always advise the buyer upfront that they will incur charges.

Some items do take a long time to get to their destination - I had something from Israel which took 5 weeks to get here and there were no customs to contend with!

Lastly, even though postage was expensive, for that price I would have sent it tracked and adjusted the postage upfront before anybody purchased. Tracking is there for YOUR protection, not the buyers.

Unfortunate;y without tracking your only option is to refund. 😞

Re: Item not received dispute

shape000 — Fri, 19 May 2017 01:23:07 GMT

Yes, I know. From now on, everything tracked.
I actually marked the value at his request at about $20 to $25.
I contacted Australia Post and was told they would consider a refund to me after investigating but I have to wait three months from the time I sent it, so there is some glimmer of hope I won't be out of pocket.

Re: Item not received dispute

shape000 — Fri, 19 May 2017 01:24:34 GMT

For the shipping anyway. I meant to say.

Re: Item not received dispute

padi*0409 — Fri, 19 May 2017 01:46:39 GMT

@shape000 wrote:

I actually marked the value at his request at about $20 to $25.

Not a good idea to admit to marking an item down from$199.00 to $20 - $25 on a public forum to evade customs duties.........................

Re: Item not received dispute

lyndal1838 — Fri, 19 May 2017 01:48:31 GMT

@shape000 wrote:
Yes, I know. From now on, everything tracked.
I actually marked the value at his request at about $20 to $25.
I contacted Australia Post and was told they would consider a refund to me after investigating but I have to wait three months from the time I sent it, so there is some glimmer of hope I won't be out of pocket.

Never ever undervalue a parcel....especially if the buyer requests it.

It is illegal to do so and if there are any queries at Customs you can bet your boots you will be the loser.

If you ever make a postal claim on a missing parcel they will only pay out the amount that was declared on the Customs form, no matter what you say it was.

Canadian mail has always been painfully slow and very expensive. It used to take up to 6 weeks for a small package to be delivered from Sydney....we were forever getting irate phone calls from my father in law that my OH had forgotten his mother's birthday or Mother's Day or whatever. We ended up sending money to OH's brother in Seattle to get something in the US and take it with him to his parents in Canada. We just airmailed a card about 8 weeks ahead.

Re: Item not received dispute

imastawka — Fri, 19 May 2017 02:14:32 GMT

I had a Canadian buyer buy something on the Thursday night prior to Good Friday.

On Easter Monday was demanding to know where the item was. They hadn't received it.

It was the last straw. Canada is waaaay too much trouble.

Too many refunds. No-one ever repays when they get it. Won't post there now.

Who says they're polite?

Many apologies Lyndal.

Re: Item not received dispute

jellybirddesigns — Fri, 19 May 2017 02:40:46 GMT

I dropped Canada as a shipping destination a while back.

OP - never, ever change the declared value of an item for the sake of a buyer or mark it as a gift - seriously illegal stuff and you can expect huge trouble if discovered. You don't owe the buyer any favours and it's a real risk YOU take when you try bend over backwards for the sake of a sale.

Re: Item not received dispute

lyndal1838 — Fri, 19 May 2017 03:03:39 GMT

@imastawka wrote:

Who says they're polite?

Many apologies Lyndal.

No need to apologise to me Stawks.

I am married to my husband, not his family, thank goodness.

Let's just say I did not shed too many tears when the parents in law died and I am very glad that the family members who have lived in the USA since the 50s are half a world away.

I don't have any contact with any of them since OH's brother died 8 years ago (he was very nice, even if I could not understand his accent on the phone)....I refuse to have my whole life plastered all over Facebook, which is the only form of communication that they seem to recognise.

Re: Item not received dispute

collect247 — Fri, 19 May 2017 03:14:23 GMT

Yes those French Canadians are hard to understand haha