Overseas Not Received "case"

[jfmgray]

Hi

A buyer in France has opened an item not received case after 55 days from the sale.  Although the item was not formally tracked (large letter), the customs slip UC number has been recorded by France Postal Service as being received in the country and delivered on 5 November.  However I think I am right in saying that eBay will find in the buyers favour if he escallates and issue me with a nasty defect as their seller protection requires signature on delivery?  I have a few days before I need to resolve with the buyer who has gone all quiet since I provided him with the tracking informatrion.

[digital*ghost]

eBay (and PayPal) only require signature on delivery if the total value (including postage) is $750 or more, which I assume it wasn't, since it was sent as a large letter.

If the delivered status is showing on the French postal service site, I'd try uploading the customs number (as the tracking number) and selecting them as the postal service (not Aus Post, and that obviously won't show any tracking results). 

[jfmgray]

Not such a good outcome for me.

I contacted eBay Australia to confirm I had until 29 December to finalise this case with the buyer.  eBay Australia stated that I had tracking that showed delivery on LaPoste and suggested I write to them with the details and they would forward my message to eBay France to confirm that the tracking would satisfy their seller protection.  In my message I was clear that I would refund the buyer prior to 29th if tracking was insufficient. At no stage did I request escallation - just clarifiaction.  So eBay France receive the message and immediately resolve the dispute in the buyers favour and issue me with the defect as I did not resolve the case and that tracking did not show delivery.

So I ring eBay Australia who can do nothing as the case is now closed.  I eventually convinced the Customer Services Officer to read my email and to listen to the recording of my telephone conversation with their rep. who told me to take this course of action.  They have agreed to lodge an appeal on my behalf.  I am not holding my breathe as common sense and reasonableness are nowhere to be found in eBay guidelines.

What a mess.

[jfmgray]

errr - my appeal was successful!!  eBay France could see the tracking showed delivery - not sure why they couldn't see it the first time.  However yay!

[davewil1964]

Perseverance will out.

Especially when it's allied to knowing the legalities.

I am intrigued by what books you sell that overseas buyers would purchase. I sell books and almost all of them, except rare Australian authors, are available for less in most other eBay countries.

[thecatspjs]

---

@jfmgray wrote:

errr - my appeal was successful!!  eBay France could see the tracking showed delivery - not sure why they couldn't see it the first time.  However yay!

---

Excellent news.

Well done.

[jfmgray]

I sell CDs not books.  About 10% of sales go overseas.It used to be more but I have kocked out a few countries due to poor postal services.

[*tippy*toes*]

That is fantastic news! One for the sellers for a change! Had the buyer been refunded? If so, how do you go about getting the money back?

[clarry100]

---

@*tippy*toes* wrote:

That is fantastic news! One for the sellers for a change! Had the buyer been refunded? If so, how do you go about getting the money back?

---

My suspicion Tippy is that the original (incorrect) decision by ebay France would have resulted in an immediate refund to the buyer.

Then when the case decision was reversed on the appeal that this came our of ebay France coffers, so the buyer would still have their item and the money too. Ebay France probably won't bother to recover it from the buyer, which is a bad thing and just cements in the buyer's mind they can get away with this kinda thing.

The reason I say this is that I had a chargeback case some two years back now via PayPal for a small amout under $10. We use regular large letter so no tracking, and had never seen one of these before at that time. I called PayPal to discuss about it and what to do. I got a USA CSR at the time. While on the phone he closed the case "NO FAULT" based on my good account standing. It meant that the buyer still got to keep their item and got their money back thru the chargeback as well. And quite likely would never have been informed that this is what happened. So the money must have come from PayPal coffers.

[jfmgray]

Yes I was surprised that the case was found in my favour.  The buyer did receive the refund and eBay France will deposit funds back into my paypal account. I guess that what happens with seller protection - eBay ends up out of pocket.  The buyer eventually made contact after the case was closed stating they did not receive the CD and he seems genuine - maybe it was delivered and someone knicked it from his post box.

To be honest, the money never worried me.  It was about the case being escallated by eBay France when I still had several days to resolve, and the subesquent defect which was unfair and the potential for the buyer to leave negative feedback.  But nice to confirm as digi said that you don't need signature on delivery under a certain $$ value to be covered by seller protection - just the tracking showing delivery.