Buyer Threatnening Paypal Claim (Item not recieved) 2 days after sale

[bdstratton]

Hi Guys

I've just encountered a difficult buyer.

On Monday I sold the following item

http://cgi.ebay.com.au/ws/eBayISAPI.dll?ViewItem&item=171021972166&ssPageName=ADME:X:AAQ:AU:1123

This item included FREE standard postage ( i usually send using a large letter size padded mailer for $1.20)

The buyer claims that they should have received there item in a day because they live in the same state. And is now threatening to do a paypal claim against me.

Any one got any advice?

[crypsynight]

I note that the option for FAST AND FREE is in your listing - Items showing "eBay FAST 'N FREE" have an estimated delivery time of 4 business days or less  which I would not choose because mail to some states like WA take forever - seems like asking for trouble there.

Unfortunately Sellers get no say whether that shows or not. Automatic if Free Post is offered.

[bdstratton]

the fast and free option comes up because i offer an express post option which the buyer is has to pay for if they want next day delivery

I cant make it disappear if the buyer selects free postage

[cjm2589]

I'd be checking the buyer's feedback.  See if there is any feedback indicating that this is pattern behaviour for this buyer.

[crypsynight]

the fast and free option comes up because i offer an express post option which the buyer is has to pay for if they want next day delivery

I cant make it disappear if the buyer selects free postage

Nothing to do with offering Express Post.

For the logo to appear all that is required is that the item be in Australia, with free postage, and for you to be a TRS.

And ebay seriously need to do something about it. Some customers take the time frame as gospel, when it is more 'on a good day'. I recently had my Store on holiday mode for a few days, and it was showing as buyer receiving item whilst i wasn't even around.

[*new2vintage]

Ebay give buyers at least 4 days to pay so I advise you to change it from 3 days.

[phorum_junkie*]

If you have a hi9gh enough profit margin to cover sending another with qualifying tracking then I would email them and say that you would like them to wait a couple more days and if it has not arrived you will send out a replacement. If they are just wanting one item free then they may not bother opening a dispute.

[wardy079]

How ridiculous..... 

I live in regional qld and if I post something to the same town it now goes to Brisbane to be sorted and then bought back up here, so it takes at least 3 days to get to someone.  It never used to be this way, we have a massive delivery sorting centre (I used to work there) and we have over 35 posties and at least 15 contracted postal services.

however, if I'm sent something from Brisbane or the Gold Coast I generally get it the next day.

This buyer is massively unreasonable.

[gec2002]

Whatever you do don't just refund or send another.  Send a sucky email stating that the item was purchased Sat afternoon after the post office had closed, and that you posted on Monday.  Also that the timing is business days and only an approximation and that they should get it this week.  If they start a paypal dispute leave it a few days as they may close it when it arrives.  If it starts to look like they are after a freebie let them know you will send a replacement after you have received a signed stat dec stating they haven't received it.  Explain that you require this as you will be claimimg your loss on your insurance and for the police and post office reports.  Amazingly items often suddenly appear just after they recieve that email.

You are likely to get a neg what ever you do so dont just fold.  If they don't suddenly find it and continue with the Paypal dispute, be pragmatic and use the least costly route to resolve the issue ie if sending another with tracking (don't send without) is cheaper than refunding cash via Paypal go that way.

[evil_akuma_2002]

Some buyers just don't understand, do they?  I think that when brains were being handed out, they went to the wrong room!. I sold an item late on 25/04, and it was paid for via paypal.  I sent the buyer an email thanking him for the purchase, and advised that I'd post it early the next day. I did so, and emailed him to advise that I'd posted his item. By 8:30pm on 26/04, I recieved an email from him that he had not recieved his goods, and why had I not posted it?

Considering I'm in Melbourne and he's in Brisbane, it would want to be a bloody amazing postal service to get it the that quick!

Fortunately, there's been no case opened, so fingers crossed!