Buyer claims goods not received and were returned by AP

[jvdv]

On May 6 a buyer who bid and won two items sent me a message after the auction saying he / she miscalculated on the sizing and asked if I could offer the items to the lower bidders.

So I sent a Second Chance Offer to which I had no response. Several days later the winning bidder pays and the items were posted combined in the one satchel.

Less than 2 days after the parcel was sent I get a message asking why he / she hasn't received it! I am in Melbourne - they are in Queensland! According to AP tracking the goods were posted on 11 My and delivered on 18 May.

Today I get a message from eBay - the buyer has raised a claim in the Resolution Centre and sent the following message:

"Hi mate, the jerseys weren t delivered and I ve spoken with Aus Post today and they informed me the package was returned to sender on the 18th and that it will take up to 10 days for you to receive it. It s been 9 so hopefully you have it already. Did you want to re-send or refund me and re-list? "

I have replied with the tracking details and stating that if good are returned for any reason a tracking number needs to be obtained and that I have not received the goods.

Apart from that does the buyer have any claim given that according to AP delivery has been made?

Thanks.

[thendreamer]

If you have a tracking number that it says was delivered to the correct suburb you should not lose any non delivery claims.

There must have been a reason for the RTS did the customer provide the correct shipping address?

[*sparklz*]

If the tracking is showing as delivered then you should be protected and not refund the buyer.

If it was returned to you then again it would show on the tracking.

If this happens again ask the buyer if they would agree to a mutual cancellation to release them from the sale (and you get your fees credited back from the sale) and if they reply with yes then send an agreement to cancel and this will then stop them from being able to pay and that is when you send a second chance offer.

Never send the 2nd chance offer till the first sale is cancelled.

Had the other person accepted the offer and then the 1st buyer paid you would have had problems from that.

[comcol]

I have had a similar issue on a couple of occasions and Ebay will STILL refund the buyer even if the online tracking shows it was delivered or attempted delivery. I even had one where it showed a card was left and item was waiting at the Post office for them. They then got the money back and then collected the item.

Ebay does not care less about tracking info if the buyer makes a complaint most are automatically refunded.

That is one of MANY issues Ebay now has

[dazzledayz]

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@vegacomputers wrote:

I have had a similar issue on a couple of occasions and Ebay will STILL refund the buyer even if the online tracking shows it was delivered or attempted delivery. I even had one where it showed a card was left and item was waiting at the Post office for them. They then got the money back and then collected the item.

Ebay does not care less about tracking info if the buyer makes a complaint most are automatically refunded.

That is one of MANY issues Ebay now has

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eBay may pull the refund trick on you but PayPal should come good with seller protection as you have proof of delivery via the tracking details.

Is it possible that the buyer has simply returned the unopened package by simply marking it RTS?

If so, I believe, under the new AP rules, you will be up for the return postage cost if you want your stock back.

You probably need to talk to your buyer and find out exactly what they have done.

[jvdv]

I have now had another message from the buyer:

"Hi, I can assure you the package has not been delivered and was advised by Aus Post to contact you as it s been returned. So, either you can get in contact with Aus Post and sort it out, or i ll continue through eBay and let them sort it out. Sorry to be blunt."

I can only assume that although the tracking number indicates delivery has been made the buyer never received the parcel but how can they know that AP returned the parcel to me?

Perhaps under eBay's Money Back Guarentee Policy they may have a claim?

Thanks,

[thecatspjs]

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@dazzledayz wrote:

eBay may pull the refund trick on you but PayPal should come good with seller protection as you have proof of delivery via the tracking details.

Is it possible that the buyer has simply returned the unopened package by simply marking it RTS?

If so, I believe, under the new AP rules, you will be up for the return postage cost if you want your stock back.

You probably need to talk to your buyer and find out exactly what they have done.

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eBay and Paypal have two seperate dispute processes.  Paypal does not provide seller protection against eBay disputes.

Aust Post articles can still be returned to sender at no cost - IF they are unopened.