Buyer Gave Neg Unfairly

[21ladyluck]

Buyer bought a puzzle from me. It's securely wrapped and put in a large envelope to keep the postage down.

So there is NO tracking unless the buyer wants to pay for a "signature", which they don't for low cost items.

I always take photos while at the post office of the buyers address and AP postage imprint.

Buyer emailed me she never got it. I sent her the photo showing it was sent and to check with the post office.

She said it was my fault as there was no tracking. That wouldn't have helped anyway as we all know. I explained why.

I said I was sorry but I'm not responsible and will not give a refund. After all, I have NO proof that she did not get it and simply wanted the money back. We all know there are some buyers like that.

So she's given me neg feedback unfairly. It's the first one I've gotten and I have over 1500 feedbacks.

How do I reply to her negative feedback to tell the truth about what happened ??

Pam

[4946marks]

What unfair your neg feedback or the customer that paid for an item and didnt get maybe this customer is being honest thought of that

[imastawka]

As a seller you should be keeping your customers happy.  Was $9.85 worth 12 months of neg fb?

Maybe the PO did lose it, but arguing over such a small amount?    Like I said, was it worth it?

[4946marks]

i think you deserve the bad feed back and i hope she claims item not received as well i know i would if i didnt get the item aust post loose items everyday just wait until it happens to you then see what it feels like claim all customer just want there money back just wrong pure greed

[21ladyluck]

If I have proof I sent it, why do you expect me to refund the money??

I noticed you got a neg because your buyer said an item was destroyed in transit. You did NOT refund the money to them.

Why? You basically said in your reply feedback that  you didn't believe the buyer so no refund.

Why do you expect me to automatically believe my buyer when you didn't believe yours?

I have PROOF that I sent it. Either Australia Post lost it or she's lying. Either way, why should I give a refund when I've done nothing wrong?

Pam

[*crikey*mate*]

---

@21ladyluck wrote:

How do I reply to her negative feedback to tell the truth about what happened ??

Pam

---

it needs tweaking, but something along these lines

"

I have no control over what Australia Post does with a package once I post it."

BTW, why would the ciustomer voluntarily pay for SOD? If they paid by PayPal, SOD is YOUR insurance, not theirs, why would they pay for YOUR insurance?

(Plus I think SOD is only for parcels, Registered is for letters - and if this was a parcel it would have a tracking number, have you?

If you wish to protect yourself against this in future, then you need to post by a trackable means of postage and have lodgement proof and if you are not prepared to cover the cost of this, then you have to CHAERGE the cistomer, don't give them an option as they will naturally choose the cheapest option on most occasions,

If they open up a paypal dispute for INR, if you cannot provide both a tracking number and proof of lodgement they will likely win and be awarded the refund anyway, so you may as well cut out the middle man and refund them in the hope of reaching an amicable conclusion.

[4946marks]

If you read properly customer claimed damaged in transit wouldnt go to post office and put a claim in as per ebay rules not mine so customer put a claim on paypal and lost whats that telling you i also sent the same item to south aust the same day packaged the same way so it travelled 800km further and had no problems receiving as far as you winge you have no proof you posted because item has no tracking again ebay rules not  mine so why should poor customer pay for item that has gone missing your problem 

[*crikey*mate*]

---

@21ladyluck wrote:

Buyer bought a puzzle from me. It's securely wrapped and put in a large envelope to keep the postage down.

So there is NO tracking unless the buyer wants to pay for a "signature", which they don't for low cost items.

I always take photos while at the post office of the buyers address and AP postage imprint.

Buyer emailed me she never got it. I sent her the photo showing it was sent and to check with the post office.

She said it was my fault as there was no tracking. That wouldn't have helped anyway as we all know. I explained why.

I said I was sorry but I'm not responsible and will not give a refund. After all, I have NO proof that she did not get it and simply wanted the money back. We all know there are some buyers like that.

So she's given me neg feedback unfairly. It's the first one I've gotten and I have over 1500 feedbacks.

How do I reply to her negative feedback to tell the truth about what happened ??

Pam

---

oops - sent as a letter - you need to register this - (not SOD - this doesn't exist for letters) and again, as this is YOUR Seller protection, no customer is going to voluntarily pay for it, you need to remove that option. If the buyer paid by PayPal, that's all they need for Buyer Protection.

"I always take photos while at the post office of the buyers address and AP postage imprint."

This does not prove that you lodged or posted the item. It proves that you photographed the item whilst at the Post Office. It does not prove that you left the item there and handed it over to Aus Post for delivery.

For proof, you need a tracking number, you then need to ensure that the parcel's tracking number is scanned into Aus Post's system, i.e. "lodged" (it's not enough to just toss it into a post box as it may get lost/stolen before it is scanned)

It is your decision as to what postage service you use and charge for.

If you choose not to obtain tracking, then you need to reconcile yourself with the fact that sometimes parcels may go missing and there is not a thing that you can do about it,

Many sellers put 20c or so away from each sale to cover these kinds of events.

[21ladyluck]

How about buyers taking some responsibility?

When I buy something I know if I don't pay for insurance, I'm taking a risk. And YES I have had things go missing. It's part of having something sent through the mail.

Yes, I have sent replacements because something went wrong and I wanted to make it right. I have even given away items because I've felt bad over something that got messed up that wasn't anyone's fault.

I try to treat people as I want to be treated. I do NOT do it because I'm afraid of the feedback. I do it because it's the ethical thing to do.

I would not have the kind of feedback I have if I didn't bend over backwards for people. I enjoy helping people when I can.

BUT I will NEVER ever give in to a scam or threat just to keep that feedback. If she had been nice we might have worked something out.

Pam

[*crikey*mate*]

The buyer has over 100 feedback as a seller, and it is clear that you have chosen to do battle with someone who clearly knows the system and rules better than yourself.

They have left 9 negatives and 2 neutrals THIS MONTH - 5 of the negatives for Item not received - at least three of which were given with NO communication to their seller.

I'm not too sure about you, but this sends alarm bells ringing in my neck of the woods, If I wasn't aware of her history before sending the item, then I would have made real sure I was before communicating with her and handled her with KID GLOVES - she has mentioned refunds 4 times this month! That should have given you an indication of how to handle this customer!