Does This Message Constitute Feedback Extortion?

[clarry100]

We sent out an item by large letter back on 6th April. We normally use large letter.

We have just now been notified by the message below that the item has not arrived.

"My item still has not arrived, I'm not impressed it's taken over a month. Please send a replacement item to avoid negative feedback."

We always work with the buyer to resolve such issues and once we validate their postal address and that the item is not being held at their local PO then we will always send out a replacement item. Basically that is our self-insurance against lost items by AP.

But when you receive such aggressive messages as this it really doesn't make you want to work with the customer at all.

Looking at her FB there is no history of INR that I can see. Her FB score is around 250. Oh and BTW this is not on this ID. We have a second store. Just in case anyone goes looking for the buyer. LOL!

Any suggestions on how to handle such a buyer?

[clarry100]

Well... you could read it that way I guess.

I have checked her FB with other sellers and there is nothing to suggest a repeat offender in there.

And she may well be genuine. But aggression like that is not a good way to start negotiations.

If we end up sending out a "replacement" item then we always put a note against the FB we left for her just stating that there has been a claim of item not received and we replaced the item on <date>. Just so that other sellers in the future can see if they attempt it again. I really wish other selers would adopt this as it can be seen by all if needed in future.

We cannot find her Darwin suburb of "Zuccoli" in the Aust Post postcode booklet. Supposed to be 0832 but we have been unable to verify that. And also according to Google maps there is no such address as she gave us. So we have some doubts about the validity of the address too. Anyway we have asked her to verify that for us.

[dylan11235813]

It's definitaly better to be nice about it all and offer a resend. If they opened a dispute would you win anyway. I find that when a buyer sends an angry email about a missing parcel or something they change there tune when a frendly email is sent back.

[davewil1964]

I'm glad you're around ambridge. You keep them away from the rest of us.

[davewil1964]

If they verify their address through eBay (or Paypal) and it doesn't exist as far as AP is concerned, then I would not be sending a replacement (even if it is your policy) simply because it will likely not arrive either.

I would be using their address to prove to Paypal that any claim they make is vexatious.

Unless, of course they start asking instead of demanding.

[ambercat16]

Zuccoli is a very new suburb in Palmerston.  The postcode os 0832 is correct

[clarry100]

Dave,

I would have thought that since we use mostly large letter with no tracking or proof of any kind that PayPal wuld never be interested in hearing our story no matter what the evidence. This one was a large letter item.

This is why we self-insure by just sending out a replacement.

If we send out a 2nd one and it never arrives either then I will approach AP and PayPal about the address.

We cannot verify the postcode with the AP database or the address in Google maps. Perhaps becuase it is a new suburb as was said previously.

We haven't heard back yet from the buyer yet after we asked them to verify the address.

[ambridgebuckskins]

Yeah. Tah possum.

Glad to be of service!

(Good thing l don't drink)

[thecatspjs]

I personally think it is wise to present all relevant information to paypal - sellers pay for their services which includes protection under a range of scenarios.

Their hands are somewhat tied by our financial services and consumer legislation, and in disputes they have to give due consideration to the evidence you present. My experience has always been if you present sound evidence as a buyer or a seller it is indeed given careful consideration and outcomes determined accordingly.

[justcruising49]

Checking feedback for buyers is unfortunately useless, unless sellers put bad comments in for problem ebayers to alert other sellers. Can be honest surely, but it has to be a positive tick under good old ebay rules. I think being honest is a positive thing at least, but would love to be able to leave a negative feedback for those problem buyers. They are out there....  

[clarry100]

Under ebay rules you can't leave a negative comment on positive feedback for a buyer. And if you (the seller) does this the buyer can have it removed by ebay.

But we use the "Follow up to Feedback Left" function to record our comments on the Feedback that we left for the buyer.

We just use a neutral comment something like.

"Replacement sent for item reported lost in post <date>"

That way ebay are unlikely to remove it and any seller who looks at this buyer's feedback can see any history.