Advice Please

[oddsandendsoz]

Hi guys,

I hope you are all well. I have just received a message from a buyer stating that they have received a parcel I sent on Tuesday but without the actual item. The lodged weight was 1.8kg and I remember packing this as I have had very few sales this week. The item was certainly in the box as I had 3 of these in stock all lined up next to each other and now I have two next to each other. I take great care in packing my items so I go through a process and remember going through that same process packing this. I also have to weigh every package as they always differ because my items are all different and sometimes I use packing peanuts and others cardboard fill. 

The buyer is claiming that the parcel arrived weighing only 492 grams and sent through images of the box with the packing materials inside. The thing is I know Australia Post have been getting ever more strict recently with measuring and weighing parcels so I am hoping this time they have also weighed this one. I have replied saying that I am sorry they have had this experience and that I may need to lodge a Police report and also lodge an enquiry with Australia Post. I know for certain the item was packed and sent.

Any tips you would suggest? The buyer opened his message with 'Hi. I am impressed by your 100% positive feedback rating. I'm also impressed by the early arrival of my package. I'm not quite sure how you achieved this rating." this raised some flags for me as it suggests I will be scared about the feedback. I know this could just be an upset buyer though. Any ideas on how to proceed?

[repentatleisure1952]

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@rogespeed wrote:

Hi ,  i realise of no immediate comfort to you , but there must be a low cost solution regarding proving Seller parcel contents integrity

With the US on-shipping service  I use there is an option to have the contents photographed and uploaded for online inspection prior to redirected dispatch, so maybe a similar service being offered by Australia Post could be viable .

Specifically to have the contents image scanned in within the unsealed parcel by counter staff at Australia Post as part of tracking record prior to the parcel being sealed 

As this would be an Aust Post procedure , the images out of control of the Seller ,  would prove item sent in the case of a claim against by Buyer or an insurance claim  

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You should suggest that to Australia Post ... they could probably use a laugh.

[everard6920]

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@oddsandendsoz wrote:

An update to this. Australia Post have 'closed' their investigation in to this and concluded that 'they have fulfilled their contract' by delivering the item. They confirmed with me today that the buyer had taken the parcel to the Post Office but they concluded there was no evidence of tampering (it is very strange they could come to this conclusion given the box had been opened but that is another matter altogether). They also confirmed that there were no 'discrepancies' with the item whilst in transit suggesting that it weighed the declared weight, was not smashed and leaking in transit, and that the buyer confirmed delivery and signed for the parcel. They have decided that they are not going to refund the buyer as they believe the parcel was delivered. 

They have also advised that they will not compensate even though we the seller insured the item to it's value. What would you guys suggest in going forward from here? How would eBay likely resolve this if it went to dispute? I asked AP how they could come to this conclusion when it is the buyer's word against the delivery driver and they quoted the above that they had delivered the item, it was signed by the buyer and no damage to the item had been marked on the parcel when in transit. Any advice greatly received. 

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Did AP email you this investigation outcome, or did they tell you over the phone? If it's the latter, ask them to send you an email with that information - specifically, the part about there being no evidence of tampering or discrepancies. Don't show the AP email to the buyer yet, if you haven't already.

In this situation, I would:

1. respond to the buyer and say that Australia Post have indicated that there was no discrepancy between the lodgement weight and the weight in transit, and that that indicates that the item was removed from the box around the time of delivery, not before. Act as if you're really outraged that someone has "stolen" from your buyer, but also act as if you think a third, unnamed party is to blame (eg: someone other than the buyer because they'll get defensive).

2. ask him for the case number of the police report he filed, and the police station he filed it at, and say that you intend to call them and forward them the email that AP provided you with. If the buyer suggests that you give the AP email to him to give to the police, insist that you want to do it yourself because it'll be better if two of you are involved in the report so that they take it seriously, and also that, because the email was sent to you, you need to be the one give it to the police.

This should scare him off if he's being untruthful and fishing for a refund. However, if he readily provides the case number then I would call them and ask if a report was actually filed, and if so, then he's probably telling the truth.

[oddsandendsoz]

Thanks for your advice it is much appreciated. 

AP could only verbally confirm the weight was correct and when requested to provide evidence in their system of this again could only verbally do this with 'there were no discrepancies detected'. They were however able to provide proof of delivery and signature (although I suspect this is the drivers doing given COVID). So the buyer has now opened an INR claim. 

Can anyone advise on best way of responding to this? I have uploaded tracking again (although this was already done) and outlined AP confirming weight correct and 'proof of delivery/signature'.  I want to also get eBay to look into his account for previous issues. As I have noted to the buyer we have over 1200 transactions on this account and only once have we had a claim like this from a Policeman in WA (although he acknowledged clear evidence of tampering). Australia Post will not pay out the $200 insurance as 'they fulfilled their contract'. I would really appreciate some input. 

[jellybirddesigns]

You've uploaded tracking, which will show delivery. Simple.

It can take a few days and should not resolve in their favour because you can prove that it was delivered. You should be protected by Ebay's Seller guarantee which requires that an item sent within your handling time, with tracking, and to the address on record. In addition, you sent with SID, you've done all the right things.

Just treat the case in black and white - don't sidetrack Ebay and customer service with extraneous requests at this point. It doesn't matter how many positive feedbacks you have and all the other stuff. The only thing that matters is this case here and now. That's all.

Just leave it in Ebay's hands until there is a resolution one way or another. Cease contact with the buyer.

I still think that the buyer is trying to pull a fast one and since you haven't refunded, this is their last ditch attempt. Unfortunately for them, anything sent with tracking proves delivery, so technically they have erred by opening this type of dispute.

[oddsandendsoz]

Thanks for all your advice jellybird. It just makes my blood boil to be honest and yes, I know I am letting too much emotion in to the equation. 

[jellybirddesigns]

If, for any reason , it does not resolve in your favour, then jump onto chat and tell them that they are not following their own guidelines. On top of which, I'm sure you are a Top Rated seller, which comes with added benefits such as protection against events which are out of your control.

Even if you're not, you've still done all the right things, as I mention, and still have overall seller protection.

[oddsandendsoz]

Does anyone know when eBay step in? I know that I don't want to ask them to, but at the moment in the dispute it seems to just keep asking me to either 'refund buyer', 'send message to buyer' or 'update tracking'. I am guessing it is to allow me and the buyer to work through this but at what point do eBay step in and look at the case?

[papermoon.lady]

Ebay does not step in automatically. The buyer has to ask them to step in if they are not happy with the seller's communication (or lack thereof). After a case is opened, a seller has 4 business days to reply (I think), then the buyer can ask eBay to step in. 

[oddsandendsoz]

Thank you! It does seem like the buyer is really trying to get me to just refund or send a replacement rather than asking eBay to step in. Now of course this could be one of two possible scenarios, 1) He is a decent person and is trying to work with me (after all we all as sellers want this), or 2) he is reluctant to have eBay step in. This is his latest messages to me including the second one just now;

I paid $209 I got an empty package. I've been robbed Everyone is looking the other way and pretending it's someone else's fault. That doesn't address the fact that I didn't get what I paid for. To infer that somehow I am culpable for accepting the package is complete garbage, a disgusting evasion of responsibility, and indicative of the worthlessness of the insurance and an appalling lack of ethics. To infer that I should examine every package on arrival and weigh it is ludicrous.

Hi (name removed)
I didn't sign for the parcel
The courier just left it and I have CCTV footage of that.
Regards, (name removed).

I am not sure what to make of all this. Really annoying at this time of year too but I am not going to give in. I have sent replacement bottles (lost by AP and replacement sent even before we have tried to get AP compensation as it was a Christmas gift) and freebies (buyer was satisfied with my response but  sent anyway and they gave glowing feedback for this) so we are not against going out of our way to resolve issues but this guy just gives me the vibes he is wanting a freebie. 

[jellybirddesigns]

However, the scenario is as such:

1) Either the item was tampered with in transit - not your fault

2) The buyer is making a false claim - not your fault

Tampering is very hard to prove to Australia Post, and I can understand their reluctance to pay out on such a claim. 

You've entered the tracking number, and that's all you can do. Is does make it pretty disconcerting that it keeps asking for the number, even though you have already put it into the case.