Holiday settings. Can I prove it was there?

[jemimaseyes]

I had a break from eBay from 23 December to 5 January 2015 and put up the "away" messages in my store and on my listings.

I left the store "open" to allow for sales during this time, believing that it would be okay.

Several items sold during this time, but the problem is with one from 28 December.  The buyer did not opt for tracked post.
When I returned I posted evrything on 5 January as promised.
On 6 January she has started a claim for non-receipt of her order!.  And a really nasty message from her.
Even if I was here, There are only 6 working days between 28Dec and 6 January.  

Take away the normal 2 days processing leaves just 4 days in normal time of year for the parcel to get to her.   This is Christmas and New Year.

This is not fair.  Can I prove I had the away message showing during this time?

[*sparklz*]

Contact ebay and see if it shows there when you had the store on holiday in case it keeps a record of it there so then you can go back there if any neg is left to get it removed.

[saarzi]

Ebay can see all activity. Present and past.
This is what I would do -
1. Email the buyer and explain the away message was on, you postedthe parcel on the earliest date possible, AS LISTED IN THE LISTING. Tell her you understand she may have misundersroof and ask her to cancel the case.
2. If she says no, remind her that Ebay can see the vacation sign, and knows what date you updated the posted item, and if Ebay judges in your favour instead of hers she can get a defect strike which can seriously inhibit her ability to buy and sell on Ebay in the future.
3. If she still doesnt cancel it, call Ebay and tell them you had away message on and that the buyer started the claim one day after the earliest time the parcel could have been posted. Thats clearly not enough time for it to be received by the buyer.

Dont put emotion to it, remain professional and factual (wothout giving too much away).

I dont see how it can go against you if you contact Ebay.. unless you didnt updated the 'posted' icon.

[phorum_junkie*]

Buyers don't get defects, the only  thing they can collect are unpaid item strikes.

When I put my store in holidya mode for more than a couple of days I always make it invisible so there is no possibility of buyers being miffed because items are posted late, far too many of them barely read and comprehend the title so expecting more is not worth the couple of sales I may have got if I left it visible.

[digital*ghost]

The stupid thing is, eBay don't even adjust the ETA accordingly when a store is in holiday mode. I could set my store to be away for two weeks, but if a buyer misses the message (easy to do) and sees the estimated date of arrival, with my handling time it will look to them as though the packae will arrive within 4-8 days, before I'm even officially back and tending to orders. 

When extended holidays occur in China, I get 2 full-screen warnings about postage delays on two separate pages before I can even confirm a purchase... Why they can't at least implement this as part of a store's holiday setting is beyond me. 😞

[jemimaseyes]

TY whosontop.  I have explained to the customer and just have to keep my fingers crossed.  The parcel is out there somewhere and should be rec'd today or tomorrow.

[lane-ends]

I have a feeling the away message doesn't even appear in the mobile ap.

When I do this I send everything express and lodge at counter on my return to compensate