Handling buyers and item not received

[dylan11235813]

Hi,

I have been selling for about a year now and I have had maybe 3 'item not reveived' complaints from buyers in that time.

My first instinct is to think that the buyer is straight out speaking bs and I am being conned but that obviousely isn't always the case, for example I may have addressed the package wrong or it may have been lost in the mail, ect..

So my question is how do sellers deal with these cases. Do they get the buyer to put in a claim with paypal or ebay? Which I feel is unfair to a buyer as their order is in limbo until it is resolved, and no doubt they would leave a negative feedback for the seller

Do sellers just resend an item? Which means the buyer could be doing the same thing to many seller without any "flags going up".

Do sellers leave a message in the feedback "had to resend item" or something?

Also on a side note when I first got an 'item not received' case opened against me (most people usually email me though). I emailed paypal support, which I have to say is usually a waste of time, and they said suitable proof of postage is a picture of the postmarked package with the address.

So now I go into the post office and hold up the line so I can take pictures of all the parceled as they frank them, lol just kidding.

Cheers, Dylan

[lindy3327]

Hi all i have a missing parcel at the moment and i know i posted it so for me it's easier to give a refund.The buyer wanted regular post so i don't feel you can do anything about it.

[gemsweddingsupplies-online]

I always confirm address with the buyer first also. A few times buyers have forgotten to update their address details and it is sitting at another address, or addressed to their partner/husband etc and therefore not opened.

[***super_nova***]

If they continually put in claims wouldn't that be an indication that something is wrong with the buyer?

Not always, it may be something wrong with their delivery contractor, or their neighbour.  It maybe that the contractor is stealing parcels, or is so inefficient that he keeps leaving them in wrong addresses.  Or it is possible that parcels are left on doorstep and  somebody living in the area is taking them.

That is why the best policy is just sympathise with the buyer, ask them to check with their PO to make sure parcel is not sitting there, and then refund or send replacement (whichever the buyer requests), without getting stropy.

[***super_nova***]

I always confirm address with the buyer first also. A few times buyers have forgotten to update their address details and it is sitting at another address, or addressed to their partner/husband etc and therefore not opened.

To have PP protection you have to post to the PP provided address.  It is up to the buyer to have a correct address in PP.  When processing payment the address is clearly shown to them, so there is no excuse.  If they want the parcel to go to a different address they need to change it while processing the payment.

They can enter "gift' address if they are buying the item for somebody else.

[extra-keen]

I am dealing with a lost article at the moment too. In this case and most others, the buyer has contacted me and asked if I have posted.

I reply with the date posted, where posted, and ask them to confirm the address to which it was sent. I then ask them to check at the PO and if they can check neighbours and other  family members, to make sure it hasn't been picked up by someone else. In the vast majority of cases I never hear another thing. I also offer to initiate a "lost article investigation" through the PO, so they see I am taking it seriously.

However if after that they still don't have it, I re-send or offer refund. If I think it is suspicious after checking their feedback or reviewing their communication I add them to my blocked buyer/bidder list.

I only send with tracking or registered for any sale with a value of more than $20.00 and never had any of these go missing.

[gemsweddingsupplies-online]

Yes I realise that supernova.. but just from my experience that sometimes is why I get an "item not received" email. I have had buyers who have their old address saved etc. I am then able to point that out to them. Especially if you have many addresses saved in paypal.

[gemsweddingsupplies-online]

Or even if they have used their husbands paypal to pay, so it is sent to him.

[dylan11235813]

Thanks for all the comments, I'm at the point that I don't really make any fuss about it now and move on. I just though if someone is continually doing it then some other tactic may be appropriate then just "giving in".

If someone is stealing mail or a fraudulent buyer then they will continue to get away with it unless something different is done.

Buyers that have the wrong address will not get there item and all they have to do is put in a claim, as I see it, and they will get there money back (without proof of postage).

Also AusPost will refund the postage cost for unregistered missing items, they sent me a letter stating this when my first parcel went missing. You will need a receipt though.

Cheers, Dylan

[the3coopers]

Or even if they have used their husbands paypal to pay, so it is sent to him.

That is irrelevant on Ebay transactions.

The delivery address comes from the buyer's Ebay settings... there is no point in the eBay Checkout or payment process at which the Paypal-stored delivery addresses are ever accessible.

[putney32]

.....

Also AusPost will refund the postage cost for unregistered missing items, they sent me a letter stating this when my first parcel went missing. You will need a receipt though.

Cheers, Dylan

dylan, that used to be the case up until a year or so ago, now, with click and send and the aust pst trackable satchels, they have NOT been covering missing items under $50 value, like they used to