Person complaining of missing mail... What do you experienced people do?

[michelleandmickey]

Hi All...

So, I'm still relatively new but would like to know what people do when someone complains they have not received their item.
I sell lower cost items, and replacing or refunding IS possible... but do I?

I note in my listings I take no responsibility etc... but in order to offer good customer service, I feel I have to replace/refund.

I am guessing a lot of you will say I should factor it in to my costings, or it's how it works as a seller, we get screwed etc with this type of thing, but I guess I am curious what you all do.

I have never had that "negative" or neutral feedback, so I guess it is coming, and if I don't replace this persons $8 worth of goods, they will leave negative feedback no doubt.... 
I know I know, it's just $8... but it burns when i did everything right, I even emailed them a copy of the picture I take of the mail before they leave my home!

Are they allowed to leave negaitve feedback if it is not my fault it got lost?

Any thoughts, expereince, opinions would be apreciated here... I should be pleased, it's my first lost item (30 days ago it was posted), BUT, well, they are being quite abrupt and clearly have an expectation I have to replace it, and that sux even more. If you had been nicer and not assumed, I might have jumped to help!!!! LOL

Thanks
M

[i-love-my-sheep]

I've only lost one item in the mail and it wasn't an eBay item either! A friend runs a horse rescue charity, so I auctioned off an item I had at home on her facebook page, with all proceeds going to the charity. Well, the wretched thing never arrived to the recipient! I couldn't believe it. Posted exactly the same way as all my eBay stuff and this one went and got lost. I suppose, at least I didn't cop a negative for it!! I offered to refund the lady some of her money, but she wasn't worried, as she would have donated the money to the page anyway.

[phorum_junkie*]

My policy is simple. If it isI send with tracking and shows as delivered I tell them to take it up with Paypal. If it shows as undelivered I tell them I will take it up with AP and if it is not found within X days I will refund. If it is sent without tracking (large letters value under $20) I refund or replace without question.

[lozzagreat]

I have had the same problem,

Australia Post says - If the item goes missing and there is no delivery registed, then the sender initiates a claim. If the item has been registered as delivered - then its up to the receiver to initiate a claim. If you have still got the tracking number, then see if you can locate it on the AP website.  Then you will know if its up to you or them to contact Aust post regarding a claim.

[chameleon54]

Most ebayers are really nice people just trying to buy & sell a few things. Unfortunately there is a very small minority that really are difficult pain in the butts. If you are going to continue selling here you need to develop a bit of a thick skin, roll with the punches and just suck it up sometimes. I know this is much easier said than done, but is as much for your own sanity as for the benefit of difficult customers. The same applies to ebay and its non-sensical decisions. I had a listing cancelled today for being in the wrong catagory. I didnt even waste my time arguing with CS about it as it just wasnt worth the grief. I just sucked it up and moved on. The scotch and coke on the verandah looking out over the river at sunset was much nicer without the agro.