Buyer a month later says her parcel hasnt come and wants refund

[tiggywink92]

Hi a lady that bought a dress a month ago has just opened a dispute for a refund because she never received the parcel.  It says it was delievered on the 28th sept and she said she flew to hong kong that day and her flat mate said it never came.  I have the tracking number and a photo of the parcel before i posted it to her.

She wants me to check with the post office but if it says its delievered what else can i do?  

[digital*ghost]

Upload the tracking number to the case, as it says delivered you should be covered and not lose the funds. (ie the case should close in your favour, meaning the buyer won't be refunded, ebay should also remove any neg feedback, if the buyer leaves it).

Advise the buyer that you will open an investigation with Aus Post and keep her updated of the outcome.

Decide now what (if anything ) you are prepared to do for the buyer if Aus Post confirm the package was delivered to the correct address. (You don't have a responsibility or obligation to offer anything, such as a refund or replacement, but some sellers will, or offer somerhing like a discount on next purchase).

If Aus Post confirm it was misdelivered, you can ask them for compensation, up to $50 if the parcel was uninsured, which you can pass on to the buyer.

[foxette-in-sox]

Did you upload the tracking number to ebay when you marked the item as posted ? If you did, she

would be clearly able to see item has been delivered as per Australia Post website, as the number is

a clickable link on Purchase History on My Ebay home page.

I'd message her and ask her to look at Australia Post website along with uploading tracking number to

dispute.

If she lives in a unit block, it might have been a good idea to send registered as she would have had

to sign for it.

[tiggywink92]

yes i always add the tracking number when i get home.  Paypal told me to take a photo of the parcel before i send it off for proof it was sent to the address on paypal.   She said she can see it was marked delivered on the 28th sept but she was in Hong Kong and her flat mate cant remember getting a parcel.  Ive googled map the house its on a corner block newly built huge modern house.  Letter box looks too small to put it in and the front door is up a flight of stairs. Told her to even look in her electricity meter box as once i found one of our parcels in there.

[melbourneclearance]

This is a case I would throw into my "Not My Problem" box. As long as tracking says Delivered, tell them to contact Australia Post, they can give you the AP case number if AP requests to talk to you.

But it is really not your problem. When a buyer complains about something is broken or not received 1.5 months later, they have ALWAYS been away, and only opened the parcel just now, etc., etc. Who cares what the excuse is? You are the one covered by both ebay and PayPal, they can do the leg work. Talk to AP only after they have opened a case with AP.

[foxette-in-sox]

---

@tiggywink92 wrote:

yes i always add the tracking number when i get home.  Paypal told me to take a photo of the parcel before i send it off for proof it was sent to the address on paypal.   She said she can see it was marked delivered on the 28th sept but she was in Hong Kong and her flat mate cant remember getting a parcel.  Ive googled map the house its on a corner block newly built huge modern house.  Letter box looks too small to put it in and the front door is up a flight of stairs. Told her to even look in her electricity meter box as once i found one of our parcels in there.

---

Er what ??? How could her flatmate not remember receiving a parcel ??? Maybe suggest the buyer

check the flatmates wardrobe lol OR maybe parcel was carded, never collected by flatmate and has

been returned to you ? Have heard of that before. OR parcel was stolen from steps of house-

wouldn't be the 1st time if parcel was in clear view of anyone walking past on the street.

JMO but best option would to refund in full and put claim in with Australia Post. Think the maximum

you can claim is $50 for unregistered parcels but I only had to do that once-VERY odd story.

[tiggywink92]

im not refunding her as its really suss. If you look on her feedback she gives out quite alot of negs for "not received" items. i cant claim anything from aust post as its been delivered to her

[tiggywink92]

so there is no way ebay will side with the buyer? If i have to refund the money that is it final straw never will sell on this site again!!

[digital*ghost]

As long as the tracking number is uploaded to the dispute (you have to do it manually, as it doesn't get added automatically even if you added it to the original order), you should win the case.

If preferred, contact ebay by phone to verify they can see the delivered status ( recommend using the callback option ).

It's definitely suspect, especially given their feedback history.

[melbourneclearance]

---

@tiggywink92 wrote:
so there is no way ebay will side with the buyer? If i have to refund the money that is it final straw never will sell on this site again!!

---

As long as you have tracking and it says delivered, you are covered. Ebay may refund the buyer out of their own pocket but you will keep the money (It will say something like "Ebay decided the case in the buyer's favour but the seller was not at fault"). Most of the times it will just say the case was decided in your favour.