ITEM NOT RECEIVED

[lynne8221]

I know I've sold a lot of books but I've never had a case raised against me.

Buyer says didn't receive book & has asked AP to invesigate as tracking is shown as delivered.  They said they will speak to driver.

She has now lodged "Item Not Received" case with Ebay & they have suggested refund or upload tracking number.

I have supplied tracking number & explained what has happened so far (AP have not got back to her as yet) but she says she knows they won't do anything.

Can someone with more knowledge than me on this, please step me through what happens now.

The case says "awaiting buyers action."  Do Ebay check tracking or just refund buyer from my Paypal?

Any knowledge of next steps would be appreciated.

[marwi5023]

Only the sender can get compensation from Australia post

[clarry100]

In cases like this where the tracking shows delivered then it will be the recipient who may be compensated.

However, where the tracking does NOT show delivered then it will be the sender.

[dazzledayz]

Lynne, in cases like this you should be covered by PayPal seller protection.

I've had one or two of these in the past and have just issued a refund then claimed costs back via paypal.

They'll want you to send them the tracking nuber as I recall.

ebay should refund your FVF's after the refund goes through.

I you escalate the case you do run the risk of exposing yourself to ebay's sketchy opinions.

[lynne8221]

I've been told by Aust Post that it is the buyer who has to make enquiries, claim comp etc... as parcel is showing as delivered.

When delivered the buyer is the the "owner" of the parcel, not the seller.

[allfixelectrical]

We have this happen often.

If the tracking shows that the item has been delivered, then by law due to privacy reasons it is the receiver who has to lodge a claim with AusPost. If they accept they have lost it, then any compensation must be claimed by the sender only after the buyers claim has been found to have that result.

If no insurance is paid for, there is no guarantee that AusPost will compensate anything at all other than the original postage cost.

If the item was sent with valid tracking and the tracking shows as delivered to the correct location as in your case then firstly the tracking number needs to be added to the dispute case and then if there is no action within 2-3 days then you should ring eBay customer support and escalate the dispute to get it closed in your favour.

Don't accept ebay giving you the runaraound. Insist on the case being closed because the tracking shows you have done everything required of you.

If the buyer escalates the case before you get a chance to contact ebay support and is automatically refunded by ebay then still call ebay and appeal the case decision. Be firm and remind them that the tracking showed that the item was delivered and demand a refund. You should eventually get it.

[lynne8221]

Thanks for that.  I'll contact Ebay now & keep my fingers crossed.

[queenwaldorf]

Wrong. It's still the sender who has to claim compensation because it is they who have the contract with Australia Post.

I just went through this because my item was delivered to the wrong address and then lost, for me to get compensation my seller had to fill out and sign a form for Australia Post allowing the compensation amount to be paid to me instead.

[lynne8221]

Thank you everybody for your help.

Contacted Ebay, they checked tracking number which confirmed delivery, so case closed in my favour & no defect.

Will now try to help buyer once Aust Post finish their investigation, though she didn't want to listen to anything I had to say, so not hopeful on that front & now expecting  a BIG RED DOT, for something out of my control.

Thanks again.

Lynne

[digital*ghost]

If the buyer leaves you a neg, you have a really good chance of getting it removed.

It's difficult at times when a buyer is being rude and blaming you for things outside your control, but the best you can do is remain polite and helpful (eBay will often check messages between buyer and seller when you request neg removal).

[lynne8221]

Thanks for that.

I had already sent her 2 messages prior to her opening the case, just saying that we should wait until Aust Post get back to her after speaking to the driver, which is what they said they were going to do.

She just kept saying she didn't have her book & wanted her money..NOW!

Not hopeful of any more polite messages from her, but I'll do my best.

Thanks again, you've always been very helpful when I've had a query.  I know I've sold a lot of books, but I'm not very savvy in the ways of Ebay as I just get on with it & rarely have any issues (thank goodness).

Have a great weekend!

Lynne