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

[cherry*135]

I note in my listings I take no responsibility etc

That is a breach of policy.

What not to do

You should not:

Hold postage if PayPal places a temporary hold on payments you receive for an item you sold. Note: Holding postage may affect your detailed seller ratings and buyer satisfaction, which increases the chances of future PayPal payments being held.

Say that you're not responsible for item delivery, or for ensuring that the item is delivered.

For example, these statements aren't allowed: 'I'm not responsible for the item once it's been dropped in the mail'

'I'm not responsible for items lost in the post' '

Without insurance, I can't be responsible for items lost in the post'

[harley_babes_hoard]

they can you you negative for any reason they so choose after they make payment. If you refund they can still leave you a neg. You don't say how long it's been since you posted. But usually allow 10 days. Also have a look at the buyers feedback they leave sellers to see if there are any patterns of requesting or receiving refunds.

[cherry*135]

Did you send the item with tracking?

if not, and they buyer paid by paypal, you have no proof of sending it.

Has the buyer been waiting 30 days already? 

I would refund that amount, in a lot shorter timeframe than that.

This is the link for the info I posted above.

http://pages.ebay.com.au/help/policies/selling-practices.html

[harley_babes_hoard]

I missed the 30 days.........yep refund asap

[i-love-my-sheep]

I would still do as suggested though and check their feedback left for others for any patterns. From reading plenty of posts about this very thing, it seems to be the irate ones that have a pattern of demanding refunds....the eBay shoplifters. People who genuinely haven't received their item seem to be nicer about it.

It has also been suggested in the past to tell the buyer you will commence an investigation with AP to see if they can locate the missing item. Mention that you need to give their details to AP as part of the investigation and they may make contact with the buyer. A lot of items suddenly turn up the next day.

[cherry*135]

I would be getting irate (politely) if I hadn't received my item in 30 days!! The item incl postage is worth $8, hardly worth a scam although possible - why would a scammer wait that long though?

The buyer could have put in a Paypal claim by now for item not received (if they paid with Paypal). They have waited a long time to get their item or a refund.

[i-love-my-sheep]

Yeah, good point. Scammers normally hit well before that.

[putney32]

11 years and two and a half thousand transactions is hardly 'relatively new' to eBay

time to read the rules maybe and drop the '' no responsibility'' statements

[michelleandmickey]

Apologies I missed the rule... thanks for your posittive imput putney
Spend a lot of time searching answers and checking with more experienced people like the people who have kindly helped and offered their opinion.