I URGE EVERYONE TO COMMENT ON THIS

[lanplus_australia]

Hi, all,

Thanks for looking this. It's a long story so hopefully you will not get bored.

Here is what happened:

20th Oct, buyer ordered Item from us (4x Panasonic 18650 cells)

21st Oct, we sent out the order via Fastway.

23rd Oct, buyer sent an email requesting us to take the item back from Fastway and resend it via Australia Post, and also threatened us to leave negative feedback if we refuse to do that.

24th Oct, we contacted eBay customer service and a gentlemen confirmed that "Standard Delivery" can be either courier or Australia Post which is at seller's discretion. So we replied to the buyer and suggested him to wait for the delivery from Fastway. If there is any issue by Fastway, we are happy to resend the order by Australia Post.

25th Oct, buyer replied and insisted us to take the item back from Fastway and resend it via Australia Post, and threatened us the 2nd time with the negative feedback.

26th Oct, we informed buyer that Fastway has dropped off the parcel to a Parcel Connect Agent and he can collect it from there.  Buyer did that but replied to us saying he will report us to eBay to close our account. And on the same day, he opened a return request saying the item he received is fake.

27th Oct, we replied to the return request asking for photo of the item he received, and also a link of an forum demonstrating how to spot fake Panasonic batteries

28th Oct, buyer replied saying he will report us to Panasonic and Victoria Police and refused to send any photo.

1st Nov, buyer opened a case. eBay put the case on hold and asked us the seller to facilitate a return.

2nd Nov, we sent buyer a prepaid return label to return the label and also sent message to inform the buyer.

3rd Nov, buyer replied saying "Panasonic and Police are getting our clone (fake) batteries." We contacted eBay customer service again to provide the tracking number of return label and was told that if the buyer refused to return the item, the case will be decided in our favor.

8th Nov, eBay closed the case and issued a full refund to the buyer because "we received documentation from the buyer that confirms the item is hazardous to post. The buyer will not be asked to return the item to you"

9th Nov, we submitted an appeal and it's declined straight away without a reason.


Here are our questions, and eBay never answeres them directly:

1,  the buyer initially insisted us to send his order by Australia Post and even threatened us with negative feedback if we did not do as he requested, but he later on managed to find something to prove that the item is not accepted by Australia Post.  Doesn't that sound ironic to you???

2 we are not sure which documentation the buyer has submitted to prove that Australia Post does not accept Lithium batteries, however we have confirmed with Australia Post that they do accept Lithium batteries based on some conditions:
  
      a, Check that the amount of lithium in the battery is not more than the permitted amount. This is an aggregate of
          2grams/lithium metal (non-rechargeable) battery or 100 Watt-Hour/lithium ion (Li-ion rechargeable) batteries. Most
           lithium batteries used in consumer electronic devices will not contain more than the allowed amounts.

           Our batteries are Panasonic 3.7V 3400mAh (3.4Ah) which equals to 12.58 Watt-Hour (far less than 100 Watt-Hour limit)

       b, Package the item properly. Batteries must be packaged so that they are protected from damage or short circuit.

           We always pack our batteries with bubble wrap, polyform and cardboard boxes.

       c, Send your package as a parcel and put a Road Transport Only sticker or clearly write Road Transport Only on the package next                 to the delivery address

           All the standard service provided by eParcel are with Road Transport. Only Express Post to some certain areas will be carried with  Air Freight. The return label we sent to the customer is for standard service, so it can be used to send Lithium batteries.And             actually we are sending average 50 Lithium batteries daily via Australia Post.

All the information can be found from Australia Post website link below:
          https://auspost.com.au/parcels-mail/postage-tips-guides/dangerous-prohibited-items

We have sent all these info to eBay but they simply ignored it.

Being a seller on eBay for more than 10 years and this is the very first time I felt being treated so unfairly.

I would like to know what you guys' thought about this and I am open to any suggestions!

Thanks in advance!

Tyrone from LANplus Australia 

[*sparklz*]

Not sure what you can do but if they left the neg you can get that removed as they used feedback extortion

[digital*ghost]

Report the buyer to ACORN (assuming the batteries are genuine, it comes under 'acquiring goods by deception').

https://www.acorn.gov.au/

[kopenhagen5]

I also suggest ACORN.

I would spend a little time just to make it uncomfortable for the buyer even though you won't get your money back.

And if for some reason eBay doesn't remove the feedback, you can post a reply.

"Buyer not prepared to accept proof items are genuine, unreasonable"

[k1ooo-slr-sales]

I know you have a Shipping comment in your listing description that mentions couriers (see screengrab below), but I think you need to make it more clear that you will be using a courier.  The words "Standard Delivery - registered" does not scream courier to me.

I am not available at home for courier delivery and I have a PO Box.

I would like to think that I would read your full description and see the Shipping part, but the postage and handling makes no mention of freight, which is the word I associate with use of couriers.

Lesson for me is to make sure I do read all of the description of items I am interested in and not just rely on the P&H tab.

[casbit33]

I agree report the buyer to Acorn, extortion is illegal.also add ebay's part in it.

If Acorn get involved perhaps you will get your money back.

[springyzone]

I think the buyer is just finding a way to get back at you-sounds like a lot of anger there. Not sure you can win except you probably could get the feedback removed, as others mentioned.

Off the track a little but as a buyer, if i read your shipping conditions it would put my back up to tell the truth.

This stuff about how you will accept no responsibility if items aren't insured-I am not sure how well that would stand up.

If I didn't get my item, or if my item was damaged in the post, I'd still be putting in a claim.

[vproshop]

Wow, I remember having one of these a couple of years ago.  I let it go and call it theft.

I see it as Its not worth my time or effort for the money involved.

I ban the buyer and put it down to pilferage.

Since larger sellers leave feedback for buyers upon purchase of the item,

Is there a way to change the positive feedback left to negative for these types of buyers?

Or can you reply to the positive feedback left to let other sellers know?

[letscleanupmycupboards]

If you sent them out with a courier wouldn't you have arranged a courier to return them as well?

[chameleon54]

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@*sparklz* wrote:

Not sure what you can do but if they left the neg you can get that removed as they used feedback extortion

---

One little technicality to be aware of. It is only feedback extortion if the buyer is demanding something that was not originally included in the listing. A buyer can threaten neg feedback if the terms of the sale have not been followed by the seller. This is not regarded as feedback extortion by ebay.

In this case the buyer is demanding you use the freight company ( AP. ) of their choosing, rather than the one ( a courier ) you noted in the listing. If you appeal a neg feedback it is this specific detail that is the technical feedback extortion and the basis for feedback removal.