Please help. :(

[hashtag-trashbag]

Okay so my selling rating is on a down ward spiral and I'm doing everything I can to get On track and resolve issues with customers opening item not recieved claims. Including sending there items even though ebay has refunded them. My dad died unexpectedly a couple of weeks ago and as a seller on 100% positive feedback. Since I started selling beginning of this year adjusting to my new 94.4% has been challenging. It's my fault completely as I was just so devastated and checked out from EVERYTHING for two weeks leaving my customers in the dark no response. Anyway I've been in the process of fixing this and making it right for my customers at a huge loss financially. But now I've just reached breaking point. After being in minus of over $1000 owed to ebay for item not recieved requests (like a **bleep** load of them) I've finally paid ebay back. Then today I post a parcel RIGHT AT THE END OF THE DAY to a customer who has brought 4 expensive items from me coming to a total of just under $1000. I combined all four orders into one and sent it at closing time this arvo at post office Anyway early this evening about two hours after I posted it! I've recieved a message from her saying there are items missing from her package and making comme t about the tiffany and co bracelet not being marked and having no box which is not true. Anyway I'm just sitting here scratching my head trying to figure out what the **bleep**nis going on?? Is she trying to scam me but is just really bad at it?? Or **bleep**.. I know my seller rating is down Its obvious because all of a sudden I have an increased number of unfair claims. I knew I was at risk of with my feedback score. I don't even know what I'm asking for... some advice maybe or just conformation I'm getting scammed perhaps I've checked there pages nothing to alarming but what the he'll is going on.

[countessalmirena]

Before anything else, I’m so sorry about your loss. The whole “checking out” thing… I understand that.

But focusing on your eBay issues… You can’t afford to let this go to eBay stepping in. If the buyer has received the items, you will need to accept return and full refund.

 Something puzzles me, though. You say there’s no way she could have received the parcel. Surely you sent this tracked; what does the tracking number say about delivery status?

[imastawka]

Condolences for your loss.

Tracking should show if she's received the parcel or not. 

Did you combine the order, or just put it all in the one parcel?

Has she opened a case yet?    Or just messaged you?

As for your negs.  There are 'only' 4.  I would reply to each one and apologise and say you suffered a bereavement in the family, and you will/have posted their items.

If you have posted them, and tracking shows they have been delivered - send the buyers a feedback revision and ask very nicely if they would change their feedback please.

As for the neutral, that doesn't affect your percentage.

[etb321]

My thinking is the customer is angling for a partial refund. 

[springyzone]

 I do understand how your mind can go into overload after a death in the family.

And I understand you are trying to right things on ebay.

But I think you are probably making more hassles for yourself by overcompensating.

Okay, so some people didn't receive their item and ebay has refunded them & the buyers gave negs.

An ebay refund should be the end of it, you didn't need to go sending the items. Since you have, do as Stawka suggests and send a covering message to explain to them. You can just write one and cut and paste.

But don't go sending any other freebies. Stop that now. It is possible one or two buyers may repay you, it is possible someone may revise feedback, but don't count on it.

With your current problem, I do hope you sent with tracking. That should show where the parcel is in the system.  Take a screenshot of it now.

Contact ebay chat help immediately. Ask them to look at her message. Show them the tracking info, ask how she can say all that when she does not have the parcel yet and you fear you are being scammed.

Do not bring in any of the other previous matters/problems with other buyers into the discussion, they are not relevant. You don't want to confuse the ebay rep.

Just concentrate on these sales to this particular buyer. Flag it now as a potential scam. That way it will be on record should she open an actual ebay claim.

I would respond to her message, politely, but ask her to recheck. Say she must have your items confused with a purchase from a different seller because tracking is showing yours have not yet even been delivered & in fact you only posted them off a few hours ago so it would be impossible for her to have them yet.

Whatever you do, don't give in, you fight this. 

Meanwhile, maybe pull down all your ads, if you have any on ebay at the moment. You're sounding overwhelmed and I don't know that you're currently in the best mind set to be dealing with unnecessary hassles like these. You can relist in a few weeks once you feel more up to it.

[hashtag-trashbag]

Absolutley I wouldn't send parcel without tracking I even opted for signature on delivery. The parcel is currently in transit. So it has not being delivered. She's either a really bad con artist or really dumb. But hopefully this means she has now just shot herself in the foot and I'd she were to bring up that items are missing ebay hopefully would side with me? I'm unsure.

[hashtag-trashbag]

I have sorted issues with most of negs left though two of them have left the feedback before items were even delivered and they were delivered within delivery time! Its frustrating as neg feedback generates neg feedback and then bad buyers start taking advantage of sellers with low feedback score. As for the package. The customer is an idiot because the parcel is tracked and no it has not been delivered yet its in transit. So hopefully who false claim would be enough for ebay to side with me when her parcel legitimately does arrive and she tries to spin this bull**bleep**. I combines all 4 parcels and gave same tracking number for all four but it was two spare transactions both transactions were combined postage for two items. I've tried to redirect the parcel but I'm unable to do this. But perhaps I have enough evidence. Only thing that concerns me is that my seller rating is so low ATM and ebay has already had to step in like 8 times in past few weeks when I just checked out.

[hashtag-trashbag]

Thankyou unfortunately ebay is my full time income so that's not am option for me. But I have not listed anything for the time being I just have all my old listings up that are totally manageable. I'm going to take your advice now and contact ebay with tracking details. Thanks for that I think if I start creating a case now then I will be safe. Because she just made a really dumb mistake

[imastawka]

Just keep all her messages and refer ebay to them if she opens a claim.

[springyzone]

I am glad you are going to contact ebay now with the details.

When & if you also message the buyer (and I would), just make sure to phrase it as she must have made a mistake with another purchase, that way she has a face saving way to get out of her claims.

I don't know that your feedback score would necessarily stop buyers from buying or attract scammers. What may give some buyers pause is the recent  neg feedback as they have the ring of truth about them. You do have the option to reply to feedback & maybe you should, just with a quick note to say you are sorry for the poor service, you were off ebay for a couple of weeks after a death in the family & they have now been refunded.

I think what may attract scammers more is the fact you only have 64 feedback in total, good or bad, so maybe they think you are a bit inexperienced or might easily be bullied into making a partial refund just on their say so, without any evidence given.

If that is the case, they may not be willing to make it official with an ebay claim. I hope if some scammers made ebay or paypal claims for everything they bought, that the system would eventually flag them in some way and restrict them. But by just hassling a seller and getting a private partial refund, they would be flying under the radar.

Have you actually attracted many scammers though, except for this latest case? The other buyers who gave negs don't seem to be scammers, just disappointed customers.