Experiencing my FIRST undelivered item. Seeking Advice

[Anonymous]

Hi folks,

I purchased an item late November and it has yet to arrive. I emailed the seller yesterday to ask for a refund and the seller has since replied that they will send me a replacement if that was okay with me.

My problem is that as much as I would like a replacement sent, it is getting close to the 45 days Papal allows to get a refund (at least according to my understanding) and I'm concerned that if the replacement does not arrive either, I would lose my Paypal insurance to get my money back as it would be well after the 45 days.

I've yet to reply to the seller's email as to whether a replacement should be sent.What would your advice be for my situation? Many thanks.

[digital*ghost]

As a seller, I would completely understand if one of my buyers felt nervous in this situation and used the option of opening a dispute towards the deadline. You can open one and then you have 20 days to either escalate to a claim or close it if the item arrives. 

I know other sellers would be put off-side by that action, so my best advice is to message them first if you intend to do that and let them know. Some will be understanding, others may not, some may just issue a refund and avoid the whole process. 

[Anonymous]

Thanks digitalghost. The extra 20 days might come in handy. Would opening a dispute go on the seller's record though even if I close it once the item arrives? I ask because if it does, then seller is likely to be put-off by that action as you said.

[digital*ghost]

It depends where the seller is located and on what site they listed as to whether a dispute will affect them (or how much). In Australia, PayPal disputes don't affect a seller's standing on eBay (yet), but they can in other countries or on other sites, as they're a factor in whether the seller achieves things like Top Rated status. It can also depend on how the dispute was resolved (i.e. whether it was resolved before being escalated to a claim and so forth).

You could reply to their offer and say something along the lines of that you appreciate the offer, but at this stage, given the time frame, you would not be confident it would arrive in time and prefer a refund.

[Anonymous]

The seller is from the UK (sorry should have mentioned that earlier) so it's unlikely to arrive in time without the extra 20 days that comes with opening a dispute. The seller also offered to send the replacement with tracking which is very kind but still does not make me any more confident.

I was thinking of asking for a refund and then just repurchase the item again so I get a new 45 days.

[digital*ghost]

I was thinking of asking for a refund and then just repurchase the item again so I get a new 45 days.

That's probably a good option, but you also have to decide what happens if the original parcel arrives (i.e. whether it will be sent back, or you will re-send payment), and make sure to let the seller know what your intentions are if it does turn up. 

[Anonymous]

Yes that is another thing I'm concerned about. As it is sent from the UK and given the delays that comes with the holiday period,  there still is the possibility that it may arrive. If it weren't for the 45 days paypal deadline I would have been willing to wait for it a bit longer.

I suppose I could put off my repurchase for a certain period to know for sure the original parcel does not arrive. Repayment will of course be resent if it does turn up.

Thanks for all your replies DG

[phorum_junkie*]

If it was posted in the UK in November there is no reason why it shouldn't be here by now, even with Christmas I have received all my UK parcels within 4 weeks max.

I would open the Paypal dispute on day 43 and then give it another two weeks to see if the original item turns up, if it doesn't then escalate to a claim, if the seller has really sent with eligible tracking, and that is very expensive from the UK, then they can provide the tracking number.

If you get a refund and then the item arrives you can either make payment again if you want it or inform the seller you are happy to return it once you receive $XX to cover the return postage cost.

[Anonymous]

Thanks for your input phorum_junkie. I wasn't aware that it was the seller that has to foot the return postage cost. That's good to know b/c I probably wouldn't be able to afford it.

[phorum_junkie*]

If you have already received a refund you are under no obligation to return the item at your expense, the only time a buyer has to pay return postage is if it is an item not as described dispute and the seller wants the item back, decent sellers will pay the cost of return postage for a wrongly described item but that level of customer service is sadly lacking with a lot of sellers.