Positive feedback received, then item not received case opened

[tierneyr123]

Hi all,

Has anyone come across this situation before: I sent items via letter post, no tracking (my bad, I know) to the US and received positive feedback 10 days later saying the beads had arrived, buyer was happy, etc. Now today, two weeks after leaving the feedback, the buyer has opened an item not received case.

I take photos of all items on top of the addressed packaging before posting them, and for my own interest to judge international postage times, I make a note of when I receive feedback from international buyers. This means I'm sure of dates involved. I immediately responded to the buyer pointing out they had left feedback on 29th Aug indicating they had received the items, and asking them to confirm whether they had in fact received them.

If the buyer says no, they haven't received them, where do I stand? At this point, my understanding is I have a defect anyway, so should I bother taking it any further, or just refund them and be done with it?

Advice appreciated!

Tierney

[pennyforum14]

Sounds like the buyer may have made a mistake and opened the case for the wrong item.  Chances are they wil confrm the error and close the case.  If they do and it does not result in the defect being reversed you can ring eBay and point them to the feedback and the message confirming the error and they should then agree to remove it.

If the customer says they didn't get it, I would fight it with eBay as it sounds like the feedback they left makes reference to the actual item, so it would be hard for them to claim that was a mistake. The worst that can happen is that ebay will refund them, but there is every chance they won't.  Nothing to lose since you already have a defect.

[beautbots01]

Take a screen shot of the feedback they left.  If eBay remove it you won't be able to use that as part of your case (if necessary).  Don't know why you would have a defect when the item has been acknowledged as received but stranger things have happened.  Possible the buyer has the wrong seller.

[twyngwyn]

I've had a 'defect' removed once they can see that feedback has been left...it is deemed as a 'receipt'

[tierneyr123]

Thanks Penny, the buyer messaged back and said she'd messaged the wrong seller. I wrote back asking her to close the case, so hopefully she will 

Thanks for your advice everyone!