Buyer Gave Neg Unfairly

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

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Buyer Gave Neg Unfairly


@digital*ghost wrote:

@crikey*mate wrote:

the disclaimer will be ineffective - your disclaimer cannot trump the law.

 


Disclaimers can't trump the law, but that is a legal disclaimer to make and many businesses do make just such a disclaimer (except on ebay, where it is a breach of policy to state that you won't take resposibility for lost or damaged mail unless a registered / insured service is selected).

 

Consider the scenario where a seller uses C&S without SOD - no cover at all, but proof of postage is provided. The buyer can not enforce a refund or compensation from the seller or Australia Post. The only reason PayPal facilitate refunds (from the seller) for INR is when the seller can't prove they posted, ergo (I presume) the assumption is that they didn't.

 

In a court of law, the proofs required would be quite different, and would encompass a much broader range of evidence.

 

I understand most of the time discussions here are limited to the world of eBay and PayPal, and there are practicalities involved when dealing with both, but the world is much bigger than those two. Smiley Tongue

 

 


Dig, policies don't trump the law in real life either

 

The law tells us when we are and aren't responsible for something and it doesn't matter if Snow White and seven secret ninjas write a disclaimer, if it is against what the lasws say a consumer's rights are and what a seller's responsibilities are, then it's just not going to stick.

 

and you're going to have to make the rest of your post using smaller words and slowert typing, cos I'm not understanding.

 

and tell me what proofs that you believe would be required in a court of law for whatever it is you're talking about, cos I'm struggling to join the dots (and I've had 3 hours sleep now, too!)


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@21ladyluck wrote:

You are so right. Once you pay Australia Post, you can NOT remove the item. So those photos are valid proof.

 

YES you can! We had an Aus Post representative tell us on the boards just in the last day or so that you can retrieve mail even after you have [posted it!

 

Plus you have PJ saying that she has done it.

 

 

In fact we have to take our photos at the counter in front of them.

 

And NO, we do not hold up the line. We pay first and then move to the side to take those few photos. The ladies there are kind enough to allow it since it does NOT disrupt anything.

 

OK, so you pay, get the stamp and then move to the side to photograph..... whilst the PO person serves someone else? So you do this without supervision? If you have several parcels (I've got 26 sitting here awaiting processing atm) what's to stop you slipping one into your handbag? or performing some other bait and switch tactic (well not you cos you are honest and good like cats and I, but someone else with nefarious intentions)

 

And a big thank you to whoever suggested I check the buyers "feedback given". This buyer has put in negs for 2 other sellers this month for not receiving an item.

 

That was me, and I think it was more! (You're welcome - was hoping you would pick up on that or another poster would run with it - also look at how many other times they seemed to seek a refund of some kind)

 

We will never know how many other sellers may have refunded the money to avoid a neg.

 

And her last email to me today said she will remove that neg if I give her a refund.

 

I think that's extortion - brains a bit fuzzy atm though, but no doubt cats or digi will correct me.

 

Some of you think I'm stupid for not refunding the money. Maybe I am. For me it's not about the money. It's about not giving in to feedback blackmail.

 

well yeah, I do kinda think for $10 it was a bit silly. I admire your principles, but is a $10 principle worth the potential damage to your business? There's just ways to deal with this stuff, procedures etc. and I do think you kinda went about it all the wrong way (hindsiight is a wonderfiul thing) but I do think if you talk to eBay and point out their history etc and your photos etc, that you will have a really good case to get the feedback removed anyway - I do hope so because you do seem like one of the good guys.

 

I've been doing business online and off for over 20 years and believe if you give in to this sort of thing, you're only encouraging it to happen to others. Blocking this person only stops them from doing it to me again. It does not stop them from doing it to others.

 

I agree, but the idea is to let the syst4em work for you - ie alert eBay to the history etc etc - not ignore it and try and muddle through yourself. But sometimes all of us will be the victim of either a very unreasonable person or a straight out liar and cheat.

 

And yes, I have report this to eBay and PayPal. I don't know how they will handle it, but my conscience is clear, old fashioned as that might sound.

 

Pam

 

 

 

 


Glad you reported the situation to eBay


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@21ladyluck wrote:

Update ... found 2 more "never received". That makes 5 never received negs the buyer has including mine in the last 30 days.

 

How many "never received" before you stop believing the buyer ?


yeah, but my point here was to look for this information BEFORE dealing with the customer's complaint. Whilst admirable, you have handled this with emotion not business strategy(plus you didn't know this before you refused the refund, so your decision wasn't made on those facts)


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@crikey*mate wrote:

Dig, policies don't trump the law in real life either

 

 


I am agreeing with you on that, what I was saying is that it's perfectly legal to state "no responsibility taken once posted", where "no responsibility" generally indicates 'financial responsibility' (or rather, as in my post, if a registered / insured service is not requested / paid for, because if it is, the seller does have some legal responsibilities). That is what you were responding to when you said disclaimers don't trump the law - you're right, but a seller denying responsibility for lost mail if a standard, untracked and uninsured postal service is used is legal so there's nothing wrong with that disclaimer....except on eBay where it's against policy to make that statement (but not against policy to practice it).

 

In regards to the court of law comment, I was referring to the fact that a great deal more evidence can be supplied to a court to prove postage than what PayPal will accept, including (but of course not limited to) the seller's trading history (in other words, if they have conducted 1,000 transactions and no one else has claimed non-receipt, the balance of probabilities suggests that the seller posted the missing item). 

 

 

Speaking about PayPal and INR cases specifically... If a seller sends something in a flat rate C&S satchel, they have proof of postage that meets PayPal's requirements, but no access to compensation if it goes missing. If the buyer does not receive it, they can not enforce a refund from the seller, from PayPal or from Australia Post. They buyer may receive a discretionary refund from one of those parties, but the point is that it's wholly voluntary, and both PayPal and the seller would be working within the law if neither refunded the buyer. 

 

 

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Buyer Gave Neg Unfairly


@the_billycan wrote:

That's a might thick hat you are talking through and you make huge assumptions:

 

what assumptions am I making? about disclaimers?

 

the disclaimer will be ineffective - your disclaimer cannot trump the law

 

If that were the case, Australia Post wouldn't be able to get away with not providing guaranteed delivery for every item that they take legal responsibility for.

 

 

one of my bug bears at the moment - to prevent Aus Post from getting away with it, someone first has to take action - how many people have sought legal recourse to enforce the contract formed by Aus Post - my posts around the boards about this are quite prolific,

 

 

Kinda like setting up a posh restaurant in Queens.....pay the tracking or find something else to sell as it may not be a feasible item for online trading

 

Are you a Yank? Good God NO! Just the first low economic place I could think of that wasn't in Australia cos I was trying not to offend anyone on here by saying they lived in a scummy area kind of thing)  I'm not setting up a posh restaurant in Queens or any other part of that contemptible country. I am not in and have no wish to be in a business where profit is everything. Neither do I want to/or will accept responsibillity for items I have duly entrusted to Australia Post. In Australia, only "proof of posting" is required to absolve a seller of liability and a photo of a stamped, addressed and sealed parcel, large letter or whatever should be enough. In fact, Paypal indicated it was (actually their suggestion) when I had an issue with a thieving buyer a few months ago. 

 

"Should" is a subjective term, that doesn't make it true, that's just opinion. Unfortunately the law recognizes that peole do go into business to make profit and that is the paridigm around what the laws are made. The law really does struggle with quantifying emotion - it's subjective. But as I have pointed out, a photo of the addressed item etc does not necessarily prove postage.

 

Cos here's the thing with the law, it doesn't matter what I know, it doesn't matter what I believe, it only matters what I can PROVE beyond a reasonable doubt. The scenarios that i presented, whilst appearing to be cluthing at straws, do cast doubt as they are possible scenarios, all which have happened.

 

I just sell a few items I no longer want, to recoup some funds to prop up my pension so it is never going to be "find another product" and is hardly in my perview to do anything else. I think it insulting that YOU suggest I do, just as it is insulting that it should be intimated that I or anybody else should go elsewhere if I don't like it, which seems to be your crony PJ's stock in trade. Neither the OP nor I have broken any eBay rule or any law for that matter. Who made you the "eBay police"?

 

I never told you to go elsewhere. (I don't think) But some things just don't sell on ebay because of the trading environment (that was the point of my restaurant example) For example, I have a mobility walking frame thingy here I want to sell, but postage would be prohibitive and I don't want to do pick up, so I can't sell it, even though I want to. (although it was really handy for hanging my doona on the other day to dry after I washed it, so maybe I don't need to sell it) Just because I want to sell something dosn't mean that eBay is the platform on which I can sell it because I have to work within the constraints and guidelines of online trading. I

 

para 2 - hmmmm perhaps there was nothing in the envelope when they paid, perhaps the contents weren't as decribed so the seller didn't want to risk a neg or a chargebackand decided to blame aus post instead, or maybe, they just forgot to post it after paying, we often hear of people walking out of supermarkets with something tucked under their arm even though they went through checkout and paid for other stuff. Maybe they got distracted, or had a heart attack between payment and putting it in the letter box. dunno, but there are a few possibilities.

 

Gee, you are really are clutching at straws now. No, I'm just presenting scenarios that could have happened and things the law may lconsider. People do do that stuff and the law has to consider it. The law is a one size fits all commodity apparently made to seve "the greater good" It is not individualized.They went to the post office Well this lady did, can you say that everyone has and does do that? to buy postage for an empty envelope or they were planning a massive fraud that would support them for the rest of their lives, all on a $5.00 to $10.00 item. No wait, they had a heart attack and died and the OP is a disembodied spirit with an axe to grind. Unbelievable!!There is a scam on here at the moment for multicoloured rose seeds at $3 a pop. The law has no idea if this lady is involved in a scam or not. The scam has been going on for quite a while now, so I guess it is reasonably lucrative and what started out as 3 listings is now closer to 200 - all for a product that does not even exist!)

 

risking reputations? PayPal doesn't know if you are a scammer doing this a million times or a genuine person

 

While I won't be defrauded by some cheaparsed buyer who won't take responsibility for their own inactions, I care that my many honest customers believe me to be the honest person I am. Other than acknowleging that I follow their rules, I don't give a tinker's curse what Paypal thinks of me.    


well, if you want to continue trading using PayPal, it really is kind of important that they think well of you, so I must admit that what they think of me is kind of important as I do want to keep using PayPal.

 

Plus you may know that you are honest, but I would guess that a lot of your customers don't know you and have no idea if you are honest or a shonkster. (same for me) so isn't it wise to give yourself the best protection possible so that you can prove your honesty should it ever be questioned?

 

In this scenario of the OP - the cusotomers feedback suggests they may be shonky(ish) but the seller has no definitive proof that they are honest and did post that item. They have some evidence to suggest that they may have done the right thing, but nothing definitive.


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@thecatspjs wrote:

crikey regarding your responses to mine and to some others too - lol lol lol - I think someone mentioned some clutching at straws, sounds like that to me.

 

 

 

 

 


plausable scenarios to create reasonable doubt. It doesn't matter what they are, without proof to negate those scenarios and prove the item was posted, these and many other similar scenarios) are possibilities that could be taken into consideration.

 

that's all you have to do, is in the absence of proof, create doubt.


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@the_billycan wrote:

5 non-received in 30 days and a suggestion to the OP that the neg will be removed for a refund indicates something more nefarious is going on here, but lets all give the buyer the benefit of the doubt.

 

"For evil to triumph all it takes is for good sellers to refund". Just paraphasing OK.


this isn't bout US giving the buyer the benefit of the doubt - it was me that originally pooinnted this stuff out - the OP wasn't aware of this when she originally dealt with the complaint, so there is no point introducing that now - no one is suggesting that the buyer is telling the truth.

 

Go back and read the OP and then look at it as if you are the customer and didn't get your item


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@the_billycan wrote:

Ready for that keelhauling now  :womanwink:

 

 


We don't keelhaul here. This is Australia! It's the "cat of 9 tails" for you, lol.


keelhaulings werre last month - this month we're hanging people from yard arms


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly

I woinder what would happen if your follow up feedback was something like

 

this buyer has had 5 products not turned up this month and asked for 3 refunds seems to be having a lot of trouble/

 

 

needs tweaking, and condensed to 80 characters, but maybe defend your negative with a reference to the buyers history and get others to check their feedback as we have done?

 

gotta stay within policy guidelines thugh


Some people can go their whole lives and never really live for a single minute.
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Buyer Gave Neg Unfairly


@i-once-was-bump wrote:

Pam the online fraud squad doesn't care about the amount, they want to know about the scam because it can all add up but that is up to you..

 

You should let AP know the address and that there are a lot of parcels going missing.

 

It might be someone other than the buyer doing the rip-off

 

Asking the buyer for a stat dec is no cost to you, they just have to write out their declaration and have it witnessed and then send to you.

 

Anyway I thought I was being helpful but get the feeling that my suggestions are all too much to be bothered with, sorry for wasting your time.

 

 


I thought this was worth repeating,


Some people can go their whole lives and never really live for a single minute.
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