Item Not Received Claims

[clarry100]

Hi All,

We seem to be recently getting an unusually high number of reports from buyers that their items are not received. About 1-2%.

Mostly from new buyers with scores under 20-ish.

We mostly send by standard large letter so no tracking, but that's our problem.

Since our stuff is generally inexpensive we always just replace it without argument.

First...

We always ask the claimant to verify the address we used.

Also ask them to check their local PO in case no card was left.

My question is that there ought to be some way sellers can guard against fraudlent claims. There is no way to tell if a buyer is a repeat offender.

Is there some way some list could be setup on a seller forum such as this that we can add the userID/date when we get such reports. Then it can be quickly established that a buyer may be attempting fraud. Then we would have some evidence to report fraud attempts to eBay/PayPal.

Thoughts anyone??

[imastawka]

Sounds brilliant to me, but ebay in all its wisdom still insists on anonimity.

So, can't see it happening unfortunately

[amber-eyed-girl]

I know what you saying, but there are threads recently (a few weeks or so) about a higher number of parcels legitimately going missing/being delayed, as Australia Post changes their tracking system and has a lot to handle with increased online sales.

I have had one item go missing this month, and items taking a lot longer than normal to arrive (up to two weeks for local delivery).

Even if tracked, the online system is a shambles right now, with few details and items being shown as delivered on the other side of town.

Hopefuly it's not buyer dishonesty, and things turn around for you when AP gets itself together.

With my missing parcel, I don't know if the seller had a tracking no. or not, I've bought from them before and I think it's varied.

I waited a couple of weeks before raising it as a concern (same city), then waited another before asking what I should/could do. I hope to deal with them again, I wouldn't want to be on a list.

[phorum_junkie*]

Sorry but IMO you either send with full tracking to the buyer's address or you replace/refund without question.

You cannot assume that because a buyer has not received a number of items that they are not telling the truth, there are sometimes reports of posties failing to deliver and stashing or destroying mail plus a particular mail distribution centre may be less efficient than it should be so that buyers genuinely are not getting their items.

[amber-eyed-girl]

So if sellers were to create a list, I hope that the incidence per buyer (as % of purchases, for example), and their feedback/track record, would be taken into consideration. Buyer's perspective 🙂

[digital*ghost]

Some sellers will leave a simple and factual follow-up comment to the feedback they left for a buyer, eg replacement sent [date]. Regardless of the reasons why an individual buyer doesn't receive an item or ten, patterns may become evident and future sellers may opt to send a purchase by registered / SOD to ensure their buyer does get their item. 

All sellers should file missing article forms with Australia Post whether compensation is likely or not, as they will keep records and pick up on patterns (sometimes) too, be it an issue with a sorting centre, staff, specific address or other.

[clarry100]

OK thanks for that digital*ghost.

I didn't know you could leave such a follow up comment on FB already left for a buyer.

I think I will start using this simple method you suggest so that other sellers can see (if they look) that this buyer has had reported lost item(s) replaced. If other sellers know about this too and leave similar comments it may work to some extent.

Something like "lost mail article replaced [date]".

[*cre8ive_me*]

---

@clarry100 wrote:

OK thanks for that digital*ghost.

I didn't know you could leave such a follow up comment on FB already left for a buyer.

I think I will start using this simple method you suggest so that other sellers can see (if they look) that this buyer has had reported lost item(s) replaced. If other sellers know about this too and leave similar comments it may work to some extent.

Something like "lost mail article replaced [date]".

---

Or maybe even: Lost mail article claim lodged with AP & item replaced (date).

Just in case other prospective buyers see your good will as an open invitation...

But it's a great idea DG, I always look at my buyers FB received AND left for others, to get an idea of their trading reputation/habbits.

[*cre8ive_me*]

Or maybe even: Lost mail article claim lodged with AP & item replaced (date).

Just in case other prospective buyers see your good will as an open invitation...

But it's a great idea DG, I always look at my buyers FB received AND left for others, to get an idea of their trading reputation/habbits.

[mravenec88]

Hi, as a seller I've also had an increase with people claiming slow postage or not received items. 

BUT, as a buyer, I have had 5 out of the lat 8 items purchased NOT delivered to me. Luckily I have a very honest neighbour, who always brings my parcels that were "accidentaly" delivered to her instead. (some of the orders were $250+) But many people are not that honest and I'd hate to think what my feedback would be had that been the case. The only things delivered were ones sent in normal letter envelopes, anything sent as a parcel goes to her. so clearly there is a problem with AP.

[haolove13]

I have been involved with Ebay a very long time.

Before Paypal we never lost a parcel. and we hardly ever used registered post.

Then we started losing parcels in New South Wales.

Since paypal we are suddenly "losing " ten percent of parcels.

We even had one guy who lodged five claims for not delivered despite the fact we had sent it registered signed  for return of signature card. We had to threaten Ebay with a fraud case to stop him.

I think Ebay should re introduce negative(or at least neutral) feedback for buyers to reduce this epidemic.