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?

[lezned-toycollector]

A buyer is not permitted to open an INR case when the tracking shows the item as delivered. Doing so is a breach of the abusive buyer policy. Once a buyer has breached the abusive buyer policy (as has been described in your situation), the seller is protected against neutral or negative feedback.

My advice would be to follow the link below, scroll down to "Report a buyer", hit the button and fill out the details.

https://www.google.com/url?sa=t&source=web&rct=j&url=https://www.ebay.com.au/help/policies/rules-pol...

[repentatleisure1952]

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@lezned-toycollector wrote:

A buyer is not permitted to open an INR case when the tracking shows the item as delivered. 

Well that's incorrect.

And this is not a case of INR..

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[jellybirddesigns]

Buyers are certainly able to open cases when an item is marked as delivered. Technically they are supposed to close in the sellers favour once tracking is uploaded. As we all know, this is not always the case though.

I had a buyer open a case last year literally on the day it showed as delivered. I had to wait 3 WEEKS for them to make a decision in my favour and even then I got a cheeky message from CS on the case notes saying that they were doing me a favour, but next time I must send within my handling time, which was ridiculous as my handling time was 5 days and I had posted within 2 days. All it showed me was that disputes can go either way and when you have CS reps who do not look at all the information, it can be an issue.

Sure, those policies are there to try and prevent buyer abuse, but that wont stop anyone who is determined to try and get their money back. How does Ebay make that determination of abuse? How do they know if the buyer is genuine or not? They really have zero control over the mindset of the person who opens a dispute.

[lezned-toycollector]

Well you might want to check the facts before putting your foot in your mouth next time... not a case of INR??? Well why do you suppose the OP wrote this, then?? "So the buyer has now opened an INR claim.". Do you have proof that the OP is lying??

As for eBay publishing a policy that you don't like, try taking that up with eBay. Simply saying it's incorrect doesn't change the fact that it is actually true... or are you privy to more inside information proving that eBay is publishing incorrect information in their policies??

C & P from the abusive buyer policy... "

Don't make false claims

 Not allowed

• Claiming an item was not received when there is proof of delivery to the address on the Order details page"

Please explain what part of eBay's published policy you believe to be incorrect.

[lezned-toycollector]

Well there you go. You didn't follow correct procedure and had to wait longer for the outcome. Had you reported the buyer for breaching the abusive buyer policy, it would have taken far less than 3 weeks to have it sorted out. The buyer would have also had a breach recorded against their account - which they probably didn't get because you failed to follow the correct procedure.

At no stage did I say they "can't" open the dispute, what I said was they are not permitted to do so. When you encounter somebody blatantly breaching policy, use the tools provided to report them. It really is that simple.

[janeababe]

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@lezned-toycollector wrote:

Well you might want to check the facts before putting your foot in your mouth next time... not a case of INR??? Well why do you suppose the OP wrote this, then?? "So the buyer has now opened an INR claim.". Do you have proof that the OP is lying??

C & P from the abusive buyer policy... "

Don't make false claims

 Not allowed

• Claiming an item was not received when there is proof of delivery to the address on the Order details page"

Please explain what part of eBay's published policy you believe to be incorrect.

Proof of ‘delivery’ does not prove that an item was received.  It doesn’t even prove that there was an item to start with. Many cases of folk just receiving a empty envelope with tracking!  

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[lezned-toycollector]

Your definition of proof of delivery is of no relevance here. The OP stated that the tracking showed the parcel delivered, and then an INR claim had been opened. Advice was asked for in relation of how to deal with it.

I quoted the relevant policy that is being breached, and advised him on how to report the buyer. I also informed him that he will be protected against neutral and negative feedback.

That's not me saying it... it's me relaying it. I merely quoted the policy as published.

People sending empty envelopes is not being discussed here. This is solely about advising the OP of the best way to proceed in his situation... and that is simply to follow the previous instructions to report the buyer for breaching the abusive buyer policy.

It's an absolute no-brainer.

[janeababe]

Oh for gods sake…… 

the eBay policy is about proof of delivery! YOU posted the link! 
I’m saying that tracking doesn’t necessarily prove that ‘the item purchased’ was actually delivered, it merely proves that the envelope with the tracking has arrived to the address sent! 

You seem hell bent on getting this seller to report the buyer, and I’m saying that it’s not the first time an empty envelope with tracking as been posted! 

It’s all relevant!! 

Seriously, you should take a chill pill….. you’re always so ‘irritated’ when you post on these boards, snapping at the rest of us as if you’re the bee’s knee’s! News flash….. YOU’RE NOT! 

NOTM!  

[lezned-toycollector]

Seriously?? You want to attack the messenger for passing on correct information??? You are kidding, right?

I made a factual statement which is 100% relevant to the thread, and addressed the OP's issue perfectly.

The policy clearly states that a buyer is not permitted to open an INR case when the tracking shows the item as delivered. That's a fact - whether you like it or not. That's exactly what the question was about... and it has never been about sending an empty envelope.

So get off your high horse, and stop insinuating that the OP is dishonest, and that they would send an empty envelope just to avoid an INR claim.

The facts here (as provided by the OP) are that they sent an item, it was received, the tracking supports the fact that delivery was made, the buyer breached the abusive buyer policy by opening an INR claim. All of that is fact.

At no stage did the OP say they sent an empty envelope. The mere mention of sending an empty envelope is totally irrelevant to this discussion, and rather insulting to the OP

I have never posted anything on these boards while irritated... I've never snapped at anyone... and I've certainly never mentioned any bees, on any level. Don't you have anything better to do, other than passing false judgement on me??

I apologise for getting your nose out of joint by posting nothing but fact with zero emotion involved.

I hope you have a safe and prosperous holiday season... or do you not approve of that fact as well??

[janeababe]

Get over yourself. 
picking and choosing words out of context, doesn’t make it truth! This is something you do A LOT! 

I never accused the OP of sending an empty envelope ….. I DID say that in reference to the eBay link that you provided, that tracking does not prove delivery of item! But it’s all there in black and white for all to see, so you can just get over yourself! Have another whiskey!