topic Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller in Selling

Buyer says items missing from parcel which were definitly in ther What protection does a seller have

dollsplusotherbitsandbats — Thu, 09 Jan 2025 23:36:52 GMT

A box of dolls & accessories. Original baby born items and some none original. All the original baby born stuff has gone.. so she says. We have had communication but now she is asking to return. I know the buyer is lying . Do sellers have some sort of protection about this sort of behaviour.or do I just cave.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

twyngwyn — Thu, 09 Jan 2025 23:48:19 GMT

Do you know the weight of the parcel?

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Fri, 10 Jan 2025 00:37:08 GMT

Thanks.. looking into it. I don't have the eact weight but Australia Post to see if they have record of iot..

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

springyzone — Fri, 10 Jan 2025 00:50:28 GMT

I would not just cave in and do a private return and refund.

If you are positive that all the stuff was in the parcel, state that, act puzzled and ask to see photos of any damage to the parcel.

I saw a couple of your ads, you do not accept returns for change of mind.

Of course, an item that is faulty or not as described is another thing but I would not be doing anything unless she opened a proper ebay claim. If she does and she does not return a package of roughly the same weight, at least you can dispute it with ebay. I am not saying you'd win but at least it would all be on record.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Fri, 10 Jan 2025 06:04:45 GMT

Hi.. I have got all photos back from her. She started a claim. If I accept a return I have to pay return post which I do NOt intend to do. I just think I have to let it go and I will appeal if ebay makes a decision against me. As a seller it is hard to prove and think it is somewhat unfair wehn a buyer can claim anything they like and there seems to be nothing the seller can do. I have screen shot everything and kept all my responses and hers. Thanks for your reply

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

*casey* — Fri, 10 Jan 2025 10:06:40 GMT

@dollsplusotherbitsandbats

"She started a claim.
I just think I have to let it go and I will appeal if ebay makes a decision against me.
As a seller it is hard to prove and think it is somewhat unfair wehn a buyer can claim anything they like"

Yes it is unfair but if you don't respond to the dispute and the buyer asks eBay to step in, they'll refund the buyer anyway.

And it's highly unlikely they'd take an appeal from you into consideration after the case is closed, if you didn't respond to it.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

springyzone — Fri, 10 Jan 2025 20:02:40 GMT

I can see it is unfair on you as it sounds as if she is trying to pull a fast one on you.

But if she has opened an actual ebay claim, you need to respond to it. You can't just let it time out as they will just refund her in full and you'll get a black mark (or whatever they do) against your account.

Unfortunately, I think you need to respond to the claim and again if I were you, I would reiterate that all goods were included in the package. But pay the return postage so you at least (hopefully) get some of your items back. Whatever you do, do not mention to her the weight it should be or she will just pad it.

Once it gets back to you, if there is a fairly obvious discrepancy in the weight, you can then contact ebay that you did not get back what you sent.

I can't see a lot of joy in this for you, but the one good thing is that with all this on record, if she tries it again on some seller, at least there will be this on record. Everything is fairly automated but you'd hope that if a buyer opens too many of the same sort of claims that it would be flagged.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

sandypebbles — Fri, 10 Jan 2025 21:40:19 GMT

eBay 100% will side with the seller, no question about that

And you cannot refuse to pay for the return postage

You may also find the eBay puts a defect on your account if you simply ignore it

Plus very likely get neg feedback from the buyer

You are right that buyers can do pretty much whatever they want and that is unfair, but at the same time, you don't want to make things even worse for yourself by failing to resolve/ignoring the dispute

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Fri, 10 Jan 2025 22:53:51 GMT

well I have 2 options Have her send it back and pay post and be out of pocket for items, post & return post. or offer a partial refund.. less out of pocekt I guess. The money isn't really the issue to me it's the principle and her getting away with it. Want to make it harder for her.

If I got her to returrn can I still open an appeal. I mean the request just says items missing . if I offer partial refund can I still open an appeal. Whatever I do I am expecting neg feedback anyway.. I want to leave her negative too but wonder if in my best interest. I am acting out of emotion right now... VERY angry & frustrated that people get away with things. Thanks for your input anyway.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Fri, 10 Jan 2025 22:54:23 GMT

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

domino-710 — Fri, 10 Jan 2025 23:35:03 GMT

Forget the negative feedback - you can't do it.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

sandypebbles — Fri, 10 Jan 2025 23:41:37 GMT

Buyers can only be left positive feedback or no feedback at all, it has been that way since 2008

If you leave a green tick with a neg comment (aka, a 'false positive') your account will be pinged again, as this is a violation of policy

Plus no point since nobody else knows who the buyer is anyway as nobody outside the transaction see the buyer ID

It isn't making anything harder for her, she does not have to do a thing now that she has opened the dispute

It is pretty much 'cutting off your nose to spite your face'

The buyer is not the one who will get 'punished' (for want of a better word) by eBay

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

countessalmirena — Fri, 10 Jan 2025 23:51:58 GMT

You cannot give a buyer negative feedback.

Don’t let the case get to the point of eBay resolving it in your absence of your own action. That’s the worst outcome for you.

Read this: https://www.ebay.com.au/help/selling/managing-returns-refunds/ask-ebay-to-step-in?id=4702

❝Whenever possible, we recommend resolving your buyer's issue and not asking eBay to step in. If it's counted as a case closed without seller resolution, it may affect your seller performance level.❞

❝If eBay steps in to help with a return at any stage and the buyer returns the item used or damaged, you'll no longer be able to deduct an amount from the buyer's refund, even if you qualify under our seller protections.❞

Also read this: https://www.ebay.com.au/help/policies/selling-policies/seller-protections?id=4345

And this: https://www.ebay.com.au/help/policies/selling-policies/payment-dispute-seller-protections?id=5293

And this: https://www.ebay.com.au/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763

If you have photos of all that was sent by you, those should be used if you accept the return and deduct an appropriate amount for what isn’t returned to you.

You can report the buyer for abusive behaviour if you believe they have indeed abused eBay policy with a false claim.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

siddieswans — Sat, 11 Jan 2025 00:03:13 GMT

I understand why you are so angry but do try to take the emotion out of it. I would suggest just giving a full refund. That way all you are out of pocket for is whatever the item sold for in the first place plus original postage. You can certainly offer a partial refund and see if it will be accepted. Paying for return postage is fraught with issues IMO; you can have no idea what the buyer will return, nor how they may pad the postage cost.

Whatever you decide, do respond to the case in a timely fashion; if you ignore it, and eBay closes in their favour (as they certainly will), you will get a defect from eBay against your account. The only way I could see to appeal to eBay is if their Feedback Left indicated that this was a common (and therefore suspicious) theme with their purchases.

As others have said, don’t leave them Negative Positive Feedback; it is an offence, they could get eBay to remove it, and again you could get a defect from eBay. If they leave you Negative Feedback, I would just ignore it – you sell plenty of items, and it will soon get lost amid your (very) Positive Feedback. You are a very experienced eBay seller; if this is the first time this sort of thing has happened to you, you have been very fortunate. Respond to the case, block them and move on. Good luck.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Sat, 11 Jan 2025 01:09:40 GMT

I know all you say is true... venting my emotion on here has helped and I have stayed calm with the buyer without saying outright.. I know what I have to do and appreciate all the feedback on her. Thank you

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

dollsplusotherbitsandbats — Sat, 11 Jan 2025 01:16:42 GMT

You know after all my years on ebay I had forgotten one couldn't leave negative for a buyer . I have never had to . Thanks for the reminder,

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

shoppingbag* — Sun, 12 Jan 2025 05:26:22 GMT

There is really no way to prove that you sent all items unless you filmed yourself packing and labelling the box, and even then you may not win. I would just pay for the return of the remainder of the items, give her a refund and then block her. Put this down to a bad experience and move on.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

domino-710 — Sun, 12 Jan 2025 06:23:16 GMT

Shopping - you can film all you like - but the question would still remain - was that what was sent.

eBay has given the buyer ' cart blanche '.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

gutterpunkz05 — Sun, 12 Jan 2025 07:13:58 GMT

What ever you do, resolve the issue, either a partial refund or accept return. If ebay are required to resolve the issue, you will most likely be hit with a $22 dispute resolution fee, on top of losing the item and payment.

Plus you will have an unresolved dispute recorded on your seller metrics.

Re: Buyer says items missing from parcel which were definitly in ther What protection does a seller

designers*n*more — Sun, 12 Jan 2025 15:45:20 GMT

And the buyer will get to keep the goods as well without requiring to return them