topic Re: Issues with a buyer in Selling

Issues with a buyer

brok9n — Mon, 25 Nov 2013 05:03:52 GMT

Hi, so after about 2 months of back and fourth with Australia Post and the buyer of one of my items, AP claims the item was delivered to the correct address, however the buyer does not and is demanding a refund, and apparently has taken the matter to the police. Will they do anything if he does? And I still have proof of postage too.

Thanks.

Re: Issues with a buyer

harley_babes_hoard — Mon, 25 Nov 2013 05:09:25 GMT

I have the same thing at the moment AP website tracking says delivered buyer says not. I was told today that my buyer has to ring AP and lodge an enquiry with the tracking number. I was told I could not do it as the seller.

I would say if you have proof of purchase the police are not going to do anything. I doubt they would even get involved in something so petty.

Re: Issues with a buyer

brok9n — Mon, 25 Nov 2013 05:11:36 GMT

I honestly doubt he has contacted the police and is rather using it as a scare tactic to force me into refunding him, anyway thanks for the reply.

Re: Issues with a buyer

dylan11235813 — Mon, 25 Nov 2013 05:20:21 GMT

Don't refund them and tell them good luck with the police.

I have had trackable items that have said have been delivered and the buyer claimed was not and apparently turned up a couple of days later.

All you are required to do is hand the item to the post office, you are not responsible for the delivery service, the buyer assumes the risk. This is also indicated by paypals seller protection policy.

Re: Issues with a buyer

extra-keen — Mon, 25 Nov 2013 06:38:41 GMT

If you have the receipt from AP for proof of postage and you lodged it over the counter. I would be "nicely" asking the buyer to lodge an ïtem not received" dispute. Providing you have that proof above, paypal should give the decision to you since you have followed ebay's policy regarding proof of postage.

By the way, I (as seller) lodged a missing article file only last week and it was completely satisfactory coming from the seller. And in that case, the item was found, surprisingly it was only an ordinary letter rate object, I guess sometimes the system works.

Dynamic - I would not give them a refund, let them go the way of police or better if they go Item not received dispute - you should win that!!! Good luck and do let us know how you go.

Re: Issues with a buyer

davewil1964 — Mon, 25 Nov 2013 06:51:27 GMT

Paypal won't get involved as the matter is way out of their time limit.

"After 2 months of..."

Re: Issues with a buyer

brok9n — Mon, 25 Nov 2013 07:47:29 GMT

The item was sold about 6 weeks ago and during that time me and the buyer have been talking to Australia Post to track the item down or they give him a refund, however I was told by AP that the item was delivered and thus they will not be providing compensation. And now after informing the buyer he didn't take it so well I guess. Anyway I was just making sure I was covered, thanks for the replies.

Re: Issues with a buyer

haolove13 — Mon, 25 Nov 2013 08:22:01 GMT

Be very careful with Paypal. I lost $1.000 dollars worth of goods that were sent registered post and "not delivered" and Paypal paid all four claims despite the numbers being provided.

Australia Post offered to refund the postage only so I got $34.00 out of the 1.000 dollars, had my name defamed and can not leave honest feedback

YES BEWARE as paypal will refund up to 180 days after the event.

Do not tell me it does not happen as I can provide multiple examples to you.

Re: Issues with a buyer

digital*ghost — Mon, 25 Nov 2013 09:07:24 GMT

@haolove13 wrote:
Be very careful with Paypal. I lost $1.000 dollars worth of goods that were sent registered post and "not delivered" and Paypal paid all four claims despite the numbers being provided.

If PayPal paid out a claim in error, you can dispute the decision, and it sounds like they were paid out in error (presuming you provided more than the numbers, anyway, as numbers alone generally won't defend a case because you also need to provide proof that those numbers were on articles addressed to the PP address and lodged. In the case of registered, that would be the lodgement slip that you fill out and the PO stamps to validate, with the peel-off tracking number attached).

If you provided all that evidence to PayPal and the funds were still taken from you, you need to either appeal the decision or, if/when that fails, file a complaint with the Banking Ombudsman.

Re: Issues with a buyer

phorum_junkie* — Mon, 25 Nov 2013 22:33:43 GMT

There is tracking and there is tracking, if you are relying on the basic tracking that comes with regular small parcel and all but the ebay branded satchels then it usually shows delivery to the nearest delivery centre and if that is the case then the buyer will win a Paypal claim as you have nothing to show the parcel was sent to the buyer's address.

If the buyer in the OP's case has filed with Paypal then they may actually have to go to the police to obtain a crime number for the parcel presumably being stolen from their mail box. Paypal will then find in the buyer's favour and the type of tracking the seller has will determine if they have to cover the refund or Paypal does.

Re: Issues with a buyer

millyswardrobe5 — Tue, 26 Nov 2013 11:40:23 GMT

Yes last week I had a similar situation where a buyer contacted me 2 weeks after a parcel was delivered. Saying they haven't received it. AP confirmed the address and also confirmed that a family member had signed for the parcel on collection. I was lucky that the buyer dropped the case and admitted they had the parcel after that!

Re: Issues with a buyer

thecatspjs — Tue, 26 Nov 2013 12:09:56 GMT

@phorum_junkie* wrote:
There is tracking and there is tracking, if you are relying on the basic tracking that comes with regular small parcel and all but the ebay branded satchels then it usually shows delivery to the nearest delivery centre and if that is the case then the buyer will win a Paypal claim as you have nothing to show the parcel was sent to the buyer's address.

As long a seller can demonstrate lodgement of an article and who it was sent and what address they have seller protection.

A seller can have this proof without any tracking showing at all - such as a stamped lodgement receipt.

It is not a paypal requirement to have parcel tracking. It is just one of the acceptable means by which a seller can demonstrate that an article has been posted.

Simple ways to do this include completing an AP lodgement slip and having it stamped by post office - other posters stick the tracking label onto the paypal advice form with buyer address and get the PO to stamp that, several other ways that sellers do this have also been posted about.

Based on anecdotal reports on boards, it appears that some sellers that rely on postoffice printout showing post code only have won paypal claims and others have lost.

Re: Issues with a buyer

haolove13 — Tue, 26 Nov 2013 12:10:34 GMT

My item was fifty dollars worth of goods to a repeat customer who had claimed not to have received several items.

I paid for the registered post as I did not trust the customer.

In all he made five claims and Paypal only stopped him when I showed the claim form for the ombudsman and his signature on the run sheet from Aussie Post.

All up it took me about ten hours to save fifty dollars, and they worry about upsetting these people. The neutral feedback he left said "took a long time to deliver" three weeks after the fifth claim was settled.

I was not allowed to change my thank you feedback despite the fact this guy tried it on FIVE TIMES >

Yes bring back negative feedback for buyers.

Re: Issues with a buyer

haolove13 — Tue, 26 Nov 2013 12:18:59 GMT

I had a claim with registered post , completed lodgement slip, and Paypal found in the buyers favour , then they found in his favour a second, third and fourth time.

The claim was only stopped when I lodged a complaint with the ombudsman and provided a copy of the Aus post run sheet with the person's name and address on it.

I have no confidence in buyer protection. And Aus post tracking in South Australia is very ordinary.

I checked on 3 items I sent last week.

One to Victoria has been collected.

The second to Victoria is awaiting collection

The third item is still in Transit.

Strange thing is it is only going to a place forty kilometres from here.

What appears to have happened yet again is that the contractor to a country address did not scan the item when picking item up and did a safe drop once again without scanning . This is how I lost $1,000 dollars worth of goods in Adelaide a few months ago.

And those items are still showing as in transit And paypal paid all the claims in full to the buyers

Re: Issues with a buyer

green-gifts-mkd — Tue, 26 Nov 2013 13:58:14 GMT

Hi, I don't understand why your Registered Post Lodgement Receipts were not acknowledged by PayPal. You only need proof of postage to the buyer's address to be protected in Australia (not proof of delivery). I have been through this many times myself with PayPal. Why were you discussing delivery proof with PayPal? Did they require this for a Registered Post item?

Were all 5 claims separate transactions at different times? Why didn't you block the buyer as soon as the first claim was made? I'd rather lose business and starve than go through that another 4 times.

As for the $1000 worth of goods, these should have been sent via Click & Send, with signature on delivery selected. Print out the online label then go the the PO. At the PO, you pay for the postage (whatever that is), SOD label ($2.95) and Extra Cover ($1.50 per $100). Fill out a Red & Orange lodgement form with buyer's address on it, tick 'Signature Item Prepared through Click & Send' and ask the PO to stamp it.

AusPost would have been responsible for fully compensating you if they could not track the items beyond 'In Transit'. After the packages have not been found, you would send a scan of your lodgement receipts, the eBay orders, the buyers' payments and your postage cost receipts to their investigation unit. Once you are reimbursed (depending on the particular case), you can then pass that onto your customers via refunds or a resend of the items. I too, have been through this process. It requires your buyers to exercise patience for 10-20 days. They are usually happy to wait, as they know full cover was in place.