Defect for Item not Received?

[vintage-swag]

Hi,

Just after some advice. 

Recently I had an international buyer (U.S.A) claim that their item was not received.

I posted the item through track & send (Auspost service) so I checked tracking info that indicated the item was deilvered on the 27/07/2015. 

I messaged the buyer and uploaded tracking number. A few days past and the buyer never responded & then this morning I had 2 messages from ebay.

1/ the buyer asked us to step in and make a decision

2/ we had made a decision in favor of the buyer and have given a full refund, including shipping. This is due to you not uploading tacking information to the resolution centre before the case escalates.

This has left me not only finanicial down but more importantly with a defect for item not received.

This is the second international case of this type opened against me. The first case was for a customer in Germany (only being a new seller I didn't purchase additional tracking) When the case was opened I refunded the member straight away as I knew I could prove its delivery only lodgement.

This time around I thought I was ahead of the game and purchased tracking for the additional $7 but still this is not good enough - apparently! 

I have appealed the decision, however I assume it will still favor the buyer, even with all the evidence indicating they received it.

This is a clear case of how buyers abuse ebay money back guarantee & sellers suffer because of it.

I can only think of how many sellers (especially the newbies) that are affected by this policy, whether or not the buyer actually gets the item, it apparently don't matter.

Ebay should rename the money back guarantee too " if you want to get stuff for free just say you didn't get it, or it was not as described, we will give you your money back including shipping! how good is that?" 

However, to be fair, there is honest buyers out there who get ripped off by dishonest sellers, but the same applies to the opposite. Ebay introduced this policy to protect the buyers, but where is the policy to protect the sellers??

Okay, I feel better now i've had a rant.

Thanks for any advice 🙂

[davewil1964]

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@vintage-swag wrote:

Hi,

Just after some advice. 

Recently I had an international buyer (U.S.A) claim that their item was not received.

I posted the item through track & send (Auspost service) so I checked tracking info that indicated the item was deilvered on the 27/07/2015. 

I messaged the buyer and uploaded tracking number. A few days past and the buyer never responded & then this morning I had 2 messages from ebay.

1/ the buyer asked us to step in and make a decision

2/ we had made a decision in favor of the buyer and have given a full refund, including shipping. This is due to you not uploading tacking information to the resolution centre before the case escalates.

This has left me not only finanicial down but more importantly with a defect for item not received.

This is the second international case of this type opened against me. The first case was for a customer in Germany (only being a new seller I didn't purchase additional tracking) When the case was opened I refunded the member straight away as I knew I could prove its delivery only lodgement.

This time around I thought I was ahead of the game and purchased tracking for the additional $7 but still this is not good enough - apparently! 

I have appealed the decision, however I assume it will still favor the buyer, even with all the evidence indicating they received it.

This is a clear case of how buyers abuse ebay money back guarantee & sellers suffer because of it.

I can only think of how many sellers (especially the newbies) that are affected by this policy, whether or not the buyer actually gets the item, it apparently don't matter.

Ebay should rename the money back guarantee too " if you want to get stuff for free just say you didn't get it, or it was not as described, we will give you your money back including shipping! how good is that?" 

However, to be fair, there is honest buyers out there who get ripped off by dishonest sellers, but the same applies to the opposite. Ebay introduced this policy to protect the buyers, but where is the policy to protect the sellers??

Okay, I feel better now i've had a rant.

Thanks for any advice 🙂

---

Where did you upload the tracking to? The buyer or the resolution centre?

[vintage-swag]

Hi Davewil1964

I uploaded the tracking info through responding to the case. I had 3 or 4 options, to message the seller, unload tracking number or refund. 

I uploaded the tracking number, assuming that ebay resolution centre would receive this number also.

Its only been since this incident that i'm now aware that I needed to forward it to the resolution centre directly - but how? there was no information or link telling me that this was required.

Thanks for your help.

[davewil1964]

Fortunately I've never had the problem, so I can only pick up the potential obvious. And you seem to have given eBay the required information.

i would be looking at FOS/ACCC options personally.