Buyer Got Refund For Lost Item

[custombits]

I sold some car parts to a buyer in Greece. The parts were large and the most economical way to send was via sea freight with Australia Post. Now, sea freight as Ebay are clearly not aware does not have or use tracking numbers. It of course also takes longer. The buyer opened a case. I have, and sent him a copy of the shipping receipt from Australia Post which clearly states the destination as Greece. So, Ebay in the infinite wisdom have refunded the buyer even though the chances are he has, or will get, the parts.

I have appealed this ridiculous decision but I doubt anything will happen. How am I responible for the package once it leaves my hands at the post office. In effect the purchaser could quite simply lie and he gets his parts and his money back.

Should I contact the Australian Compition and Consumer department. This almost borders on fraud / extortion.

[thecatspjs]

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@custombits wrote:

I sold some car parts to a buyer in Greece. The parts were large and the most economical way to send was via sea freight with Australia Post. Now, sea freight as Ebay are clearly not aware does not have or use tracking numbers. It of course also takes longer. The buyer opened a case. I have, and sent him a copy of the shipping receipt from Australia Post which clearly states the destination as Greece. So, Ebay in the infinite wisdom have refunded the buyer even though the chances are he has, or will get, the parts.

I have appealed this ridiculous decision but I doubt anything will happen. How am I responible for the package once it leaves my hands at the post office. In effect the purchaser could quite simply lie and he gets his parts and his money back.

Should I contact the Australian Compition and Consumer department. This almost borders on fraud / extortion.

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What was the value of the goods?

Were the goods puchased on the eBay AU site ?

Does the paperwork you have include a customs declaration of the goods being posted?

Do you have paperwork proof that Australia Post accepted the goods for shipment ?

These things are all important factors if you wish to appeal eBays decision or seek 3rd party intervention.

[ourphonecase]

I used to always have items not being received when sending to Greece and now they are on my blocked countries list.

You were probably best off selling to Australian customers only on eBay and make the buyer pay for shipping with relevant tracking.

[custombits]

I have all that info and it makes no difference. I have read complaint after complaint on the web about buyers claiming goods didn't arrive, goods were not as described etc etc and Ebay immediately refund the buyer with no investigation whatsoever. This is totally wrong. I actually had a friend sell a new item in a box and the purchaser claimed it didn't work. They got a refund and when the product arrived it had been opened and half used. A complaint by my friend to Ebay was a non event. It would appear Ebay is a great venue for dishonest buyers as they know there will be few, if any, questions asked. Buyers should have the option on the site to add insurance and if they don't then the risk is theirs. The problem is the insurance they get now is totally free and open for widespread abuse. Try it. Buy something and then open a case and see what happens. You'll get your money back no questions asked.

[custombits]

I was trying to do the honourable thing and save the buyer some money. The price to ship via sea freight was about $50.00. To send via air was over $150.00. Never again. No good deed goes unpunished.

[ourphonecase]

You are correct, it does gets abused and happens to me quite often as most of my items are untracked at all and relies on honesty (but I still have more honest customers so it is worth it at medium to high volume). Also to note I have never been screwed over by any items that are sent with tracking in Australia.

even saying something like it is half used, still requires the buyer to post back the item with tracking in order to get their refund back as they will see it as solid proof (and yes they can still abuse it if send back a piece of rock with tracking but has never happened to me).

I would suggest to re-look at your business model and improve on it as I do think just going to gumtree only limits your exposure as eBay seems to intentionally make it a **bleep**py alternative to their main platform.

But yes it's all about tracking information, the problem with your one was that it seemed that it wasn't delivered yet so eBay didn't get proof.

I do agree that the system needs a lot of improving and being forced into eBay's will sucks.. Luckily I knew that coming in and most of my low priced items can cop quite a few abusers before it really effects me, so figure out what's best as I do find eBay is a great and sadly the only platform to gain exposure for selling.

[phorum_junkie*]

How can anyone know if the buyer is abusing the system? Only the buyer knows if the item has been delivered or not and in the case of Greece, like many other countries, it is far more likely that it has been 'appropriated' along then way.  It could also be held up in customs or still at sea but without tracking who knows. The seller ma have thought they were doing the honourable thing by saving the buyer a hundred bucks in delivery charges but perhaps the buyer would rather have paid that and actually received what they purchased.

[thecatspjs]

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@custombits wrote:
I have all that info and it makes no difference. I have read complaint after complaint on the web about buyers claiming goods didn't arrive, goods were not as described etc etc and Ebay immediately refund the buyer with no investigation whatsoever. This is totally wrong. I actually had a friend sell a new item in a box and the purchaser claimed it didn't work. They got a refund and when the product arrived it had been opened and half used. A complaint by my friend to Ebay was a non event. It would appear Ebay is a great venue for dishonest buyers as they know there will be few, if any, questions asked. Buyers should have the option on the site to add insurance and if they don't then the risk is theirs. The problem is the insurance they get now is totally free and open for widespread abuse. Try it. Buy something and then open a case and see what happens. You'll get your money back no questions asked.

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That may be the case.

However, eBay's money back guarantee as it pertains to goods not received is simply not supported by Australian law.  Our legilsation is clear that goods become the responsbility of the addressee once handed to a carrier (if packed appropriately, being sent by a service that is appropriate to the value of the goods and/or in accordance with the addressees instructions).

If you have the required proof to demonstrate lodgement with Aust Post then IMO keep purusing reimbursement of your funds from eBay.

BTW if the goods were shipped by sea mail it may be the case the goods are still on their way.   30+ days is usually the quoted time frame, so the buyer and eBay have not given the goods long enough time to arrive in any case.

[thecatspjs]

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@phorum_junkie* wrote:

Sorry but the ebay policy is very clear, no proof of delivery, no seller protection. You chose to take the rsk of sending by a method that does not have a high enough proof of sending and delivery so you automatically lose. Only you can control what shipping service is used so if you offer an unsafe delivery method and the buyer chooses that because it is cheaper you leave yourself open to a dispute which you cannot win.

It s not fraud or extortion, it is ebay policy which you agreed to when you opened your account.

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I am not sure why you continue to quite vocally support shonky business practices that are not supported by Australian law.

Please stop advising others that they just because they have an account they have some how signed away their rights under Australian law.  They have not. 

[jiggity-jig]

It won't help much in this instance but for future reference Australia Post do offer a Signature on Delivery option for $4.99 that can be added to Sea Freight.

[custombits]

From an Australian Shipping law journal; Australian legislation favours transferring the risk of goods transported by sea to the buyer at these times: :If the goods are sold by combined transport or are transhipped, from the moment the seller ‘hands over’ the goods to the first carrier;34 and :If the goods are sold in transit, when the contract of sale is concluded.35