Buyer remorse, opens Item Not Received Case

[stick.it.good]

I have a situation I'm not familiar with and Im struggling to find information on.

An international buyer purchased something from me, I posted it and he has opened an Item Not Received case, but has said that he thought it was something else and wants to return it.

So he has received it, decided he does not want it and opened the wrong case.

Normally I wouldn't worry because I have a tracking number and can use that as proof. But this person lives in a very remote island, paid a lot for the shipping and the tracking information says it is still in progress.. Perhaps because it is an island, they have not followed the correct procedures to complete the tracking on their end?

I have contacted ebay, they said to upload the tracking information into the case which i did. But ebay AU cannot handle it because it was  sent to the USA and I have to speak to them during their business hours, which I will do tomorrow.

Has anyone got any experience with this? Buyer remorse opening INR case, combined with tracking information not updating.

Thanks in advance

[melinachristina]

There’s some grubby little twerps out there. Don’t forget to put him on your party list.

Tippy, we’ve had two now, very similar, found in our favour. The info that eBay has at its fingertips is amazing. But I think half the battle too, is the manner in which they are approached. They appreciate just the facts, no fibs, and politeness. I think some tend to bounce and demand. It’s not a good way to begin.

I’d hate to be one of the eBay personnel who manage this. They must deal with some **bleep**e over the course of a day. The same sort of people too. I think it’s a breath of fresh air (ha! No pun intended) for them when they get someone decent.

Melina.

[*tippy*toes*]

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@collect247 wrote:

Well done,and after more than 3 years I'm about to stick it to ebay finally lol and I wasn't going to give up until the day I died lol.

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No, don't leave!

[collect247]

No not leaving tippy haha but just about to get what has been owing to me as many on these boards are aware of for a long time now.

I'm about to win the battle and all I wanted was what was mine lol.

[gutterpunkz05]

Hi Tippy, the last time a buyer tried INAD, I won, still amazed, contacted ebay for some advice as to best way to proceed, but instead they found in my favour on the spot.

At least now with change of mind returns, buyer is required to pay postage both ways

[stick.it.good]

Cheers guys. I was happy about this.

But now I have another buyer in the UK who opened an INR case for me, this time looking at the tracking information. It looks like they tried to deliver it, and the customs charges were not paid. It looks like the package is being returned.!!

He simply opens an INR case amd asks "where its at?"... grrrr

Anyone know the best course of action here? Just call eBay again?

[davewil1964]

Anyone know the best course of action here?

Don't sell overseas.

[digital*ghost]

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@stick.it.good wrote:

Anyone know the best course of action here? Just call eBay again?

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Yes - this should be even more simple than the INR case, but there's a chance you'll speak to someone who does not know eBay's policies as much as they should.

Make sure the rep you speak to has a full grasp on the policy, and that the issue here is that delivery was attempted / pending payment of VAT, which explicitly makes it ineligible for the MBG (presuming that you did not over-declare the value, underpaying postage is essentially impossible for international mail). If you feel sketchy about anything but the rep assures you things will go in your favour, always ask them to copy what they advise over the phone to an email. 

Here is the relevant section:

"Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for eBay Money Back Guarantee.

Exceptions:

The buyer can provide, via written proof from the carrier, that they refused the package because it arrived empty or was damaged in transit.
The item arrived COD because it didn't have enough postage on it.

The buyer is responsible for paying any customs and duty fees for international postage.

Exception:

The seller overstated the value of the item, which caused customs fees to be higher."

https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...

[stick.it.good]

Thanks for the advice, I called them straight away. 

and, yet another surprise! I called ebay AUS, transfered to ebay UK dispuites department. They looked into it and have closed the case in my favour as it's obvious that he is being dodgy

I've sold a few things overseas and never had a problem. If ebay keeps being on the ball like they have been today, I will continue to do so.

I'm not sure if he can file a paypal claim now? I think not, since an ebay claim has been denied for him. But he could do a chargeback on the credit card as worse case scenario for me. I guess we'll cross that bridge when we get there.

[digital*ghost]

PayPal claims can always be opened, within 180 days from the date of sale, but eBay's request system becomes uinavailable if people use PayPal first.

Both dispute systems have their pros and cons, but with PayPal if the buyer tries INR or a credit card chargeback, you only need to supply proof of postage (delivery is irrelevant). If you have documentation that shows the address the package was sent to, and a lodgement receipt proving the package was handed over to Aus Post (or whichever carrier was used), you're set for almost anything else the buyer(s) can throw at you.

If you're lacking any of those, I'd gather as much evidence in other forms just in case they try it later on, after tracking results are no longer available online (take screenshots, subscribe to tracking updates on anything that isn't yet delivered, etc). 

[stick.it.good]

Thanks, I didn't know PayPal claims could still be opened after an eBay case was closed.

I guess what's key here is the importance of tracking information. And speaking to eBay disputes directly.