topic Re: ITEM NOT RECEIVED in Selling

ITEM NOT RECEIVED

lynne8221 — Fri, 22 Jun 2018 07:34:22 GMT

I know I've sold a lot of books but I've never had a case raised against me.

Buyer says didn't receive book & has asked AP to invesigate as tracking is shown as delivered. They said they will speak to driver.

She has now lodged "Item Not Received" case with Ebay & they have suggested refund or upload tracking number.

I have supplied tracking number & explained what has happened so far (AP have not got back to her as yet) but she says she knows they won't do anything.

Can someone with more knowledge than me on this, please step me through what happens now.

The case says "awaiting buyers action." Do Ebay check tracking or just refund buyer from my Paypal?

Any knowledge of next steps would be appreciated.

Re: ITEM NOT RECEIVED

clarry100 — Fri, 22 Jun 2018 07:51:57 GMT

If the tracking number shows delivered to the suburb/town shown on the PayPal address then eBay should close the case in your favour.

If the buyer really does not have it due to misdelivery by AP then good customer service days you should do all you can to help your buyer get what they have paid for.

AP do sometimes compensate when an item goes missing even without extra cover.

Did they safe drop? If so then there should be a photo on file taken by the delivery driver of where they left it. Only the buyer can request the pic due to security issues.

Re: ITEM NOT RECEIVED

lynne8221 — Fri, 22 Jun 2018 08:35:17 GMT

Thanks Clarry.

Tracking says delivered to same suburb as on Paypal address.

She has instituted an inquiry with Aust POst & they have told her they will be talking to the driver, but she didn't wait for them to get back to her before opening this case, so I'm none the wiser. She lives in a huge block of flats, so who knows where it was left.

The case says waiting for buyer to get back to them (even though I have supplied tracking number) - does it remain like this until she escalates or does it say that until Ebay check delivery?

I'm completely in the dark with the process & not sure what comes next.

Re: ITEM NOT RECEIVED

jellybirddesigns — Fri, 22 Jun 2018 08:36:28 GMT

I would have thought that once you upload tracking information, it would automatically close in your favour - after all, tracking is for YOUR protection, not the buyers.

It's up to your buyer to have a safe place for delivery of items - it's possible that the postie left it somewhere where it got stolen, but if it was a big package, it should have been carded for pickup at her PO.

Re: ITEM NOT RECEIVED

digital*ghost — Fri, 22 Jun 2018 08:56:52 GMT

You can escalate the case yourself, and it should close in your favour, though you may want to get in touch with eBay by phone to get verbal confirmation of this before you escalate, just in case (request that the info they provide to you be copied to an email, as well).

I suspect it may come as a bit of a surprise to the buyer, that they aren't entitled to a refund from you with eBay's MBG, so you may want to handle that side of things a little delicately. (I had a similar case recently, and the first message from the buyer stated they had no choice but to open a claim, they hadn't done so when I replied though, so I had the opportunity to explain to them that any claim via eBay or PayPal would be unsuccessful due to the tracking showing as delivered. In my case, Aus Post admitted misdelivery, though, and I replaced the order for the buyer, also getting compensation for the original order from Aus Post).

Re: ITEM NOT RECEIVED

clarry100 — Fri, 22 Jun 2018 09:17:03 GMT

The case will not just automatically close when you upload tracking information.
It will only close when either the seller or the buyer escalates the case and it passes to the escalations team.
In this case I would think it should close in favour of the seller due to the tracking info supporting delivery.
However, as DG has suggested I would call and discuss the case with eBay before you escalate it ad they have a strong tendency to find in favour of buyers.
It's really up to the buyer now to seek compensation from AP but if you can assist them to do this then it should be seen as good customer service.
It could have been left in a place the buyer has not looked yet (yes it happens). Or another family member or relative might have it.
But since they are in a large unit complex ad you say, the most likely scenario is that it's been left at a wrong unit door. In this case it will likely be up to the honesty of the other resident to ensure it is correctly delivered.
Let us know how you go with it.

Re: ITEM NOT RECEIVED

lynne8221 — Fri, 22 Jun 2018 10:00:17 GMT

Thanks for all the replies.

Tried to help the buyer, but she's fixated on "give me my full refund - NOW!"

I suggested we wait for Aust Post to finish & then go from there, but she's having none of it.

Will let you know the outcome.

Re: ITEM NOT RECEIVED

clarry100 — Fri, 22 Jun 2018 10:07:01 GMT

Hmmm! That kind of attitude does make it difficult for you to want to help eh!

Fact is she is not going to get any refund from you as your tracking shows it correctly delivered. This should protect you.

Her best bet now is to follow it thru with the carrier (AP) and seek compensation from them.

It can be done but its gonna take some effort on her part.

May involve taking AP to task via the PIO (Postal Industry Ombudsman) if they don't wish to play ball.

Re: ITEM NOT RECEIVED

melbourneclearance — Fri, 22 Jun 2018 12:38:23 GMT

I find difficult buyers with that sort of attitude usually have something to hide. Personally, I go hard on these sort of buyers. If they can't be civilised then they will get what they deserve, whether or not Auspost has misdelivered is now immaterial.

Re: ITEM NOT RECEIVED

designers*n*more — Fri, 22 Jun 2018 13:46:13 GMT

The buyer's attitude is terrible. I, personally would not even consider refunding until the AP investigation has been completed. As others have said, tracking shows as delivered so you are in no way obliged to refund.

i had a "missing" item that took 2 weeks to be delivered after lodging. The buyer was terrific about the whole thing, so, in good customer service spirit, I refunded her full postage. Item was eventually delivered and I received glowing feedback together with a lovely thank you email.

Re: ITEM NOT RECEIVED

marwi5023 — Fri, 22 Jun 2018 21:09:50 GMT

Only the sender can get compensation from Australia post

Re: ITEM NOT RECEIVED

clarry100 — Fri, 22 Jun 2018 21:18:13 GMT

In cases like this where the tracking shows delivered then it will be the recipient who may be compensated.

However, where the tracking does NOT show delivered then it will be the sender.

Re: ITEM NOT RECEIVED

dazzledayz — Fri, 22 Jun 2018 23:11:58 GMT

Lynne, in cases like this you should be covered by PayPal seller protection.

I've had one or two of these in the past and have just issued a refund then claimed costs back via paypal.

They'll want you to send them the tracking nuber as I recall.

ebay should refund your FVF's after the refund goes through.

I you escalate the case you do run the risk of exposing yourself to ebay's sketchy opinions.

Re: ITEM NOT RECEIVED

lynne8221 — Fri, 22 Jun 2018 23:24:44 GMT

I've been told by Aust Post that it is the buyer who has to make enquiries, claim comp etc... as parcel is showing as delivered.

When delivered the buyer is the the "owner" of the parcel, not the seller.

Re: ITEM NOT RECEIVED

allfixelectrical — Sat, 23 Jun 2018 00:05:55 GMT

We have this happen often.

If the tracking shows that the item has been delivered, then by law due to privacy reasons it is the receiver who has to lodge a claim with AusPost. If they accept they have lost it, then any compensation must be claimed by the sender only after the buyers claim has been found to have that result.

If no insurance is paid for, there is no guarantee that AusPost will compensate anything at all other than the original postage cost.

If the item was sent with valid tracking and the tracking shows as delivered to the correct location as in your case then firstly the tracking number needs to be added to the dispute case and then if there is no action within 2-3 days then you should ring eBay customer support and escalate the dispute to get it closed in your favour.

Don't accept ebay giving you the runaraound. Insist on the case being closed because the tracking shows you have done everything required of you.

If the buyer escalates the case before you get a chance to contact ebay support and is automatically refunded by ebay then still call ebay and appeal the case decision. Be firm and remind them that the tracking showed that the item was delivered and demand a refund. You should eventually get it.

Re: ITEM NOT RECEIVED

lynne8221 — Sat, 23 Jun 2018 06:26:43 GMT

Thanks for that. I'll contact Ebay now & keep my fingers crossed.

Re: ITEM NOT RECEIVED

queenwaldorf — Sat, 23 Jun 2018 06:43:10 GMT

Wrong. It's still the sender who has to claim compensation because it is they who have the contract with Australia Post.

I just went through this because my item was delivered to the wrong address and then lost, for me to get compensation my seller had to fill out and sign a form for Australia Post allowing the compensation amount to be paid to me instead.

Re: ITEM NOT RECEIVED

lynne8221 — Sat, 23 Jun 2018 06:59:30 GMT

Thank you everybody for your help.

Contacted Ebay, they checked tracking number which confirmed delivery, so case closed in my favour & no defect.

Will now try to help buyer once Aust Post finish their investigation, though she didn't want to listen to anything I had to say, so not hopeful on that front & now expecting a BIG RED DOT, for something out of my control.

Thanks again.

Lynne

Re: ITEM NOT RECEIVED

digital*ghost — Sat, 23 Jun 2018 07:02:30 GMT

If the buyer leaves you a neg, you have a really good chance of getting it removed.

It's difficult at times when a buyer is being rude and blaming you for things outside your control, but the best you can do is remain polite and helpful (eBay will often check messages between buyer and seller when you request neg removal).

Re: ITEM NOT RECEIVED

lynne8221 — Sat, 23 Jun 2018 07:14:36 GMT

Thanks for that.

I had already sent her 2 messages prior to her opening the case, just saying that we should wait until Aust Post get back to her after speaking to the driver, which is what they said they were going to do.

She just kept saying she didn't have her book & wanted her money..NOW!

Not hopeful of any more polite messages from her, but I'll do my best.

Thanks again, you've always been very helpful when I've had a query. I know I've sold a lot of books, but I'm not very savvy in the ways of Ebay as I just get on with it & rarely have any issues (thank goodness).

Have a great weekend!

Lynne