Postage options and packaging methods explained..buyer wants refund anyway?

[perfectly_dark007]

Hey I normally wouldnt bother posting here, I work any issues out directly, hardly have more than a small hiccup but this ones a tad annoying.

In each of my item descriptions I state the packaging charges and packing used in each option, with padded bags available and registered post too if selected (default is free postage, packed in a normal envelope and sent, over 99% of my buyers take this and Ive had barely an issue over 6 months).

Anyway I had one today that got lost in the post sorters and buyer is threatening neg feedback and demanding a full refund. Given I was upfront to begin with about postal terms (and despite what some may think, the packaging in an envelope inside a ziplock bag is a tried and true method, small lego orders), am I being right or wrong in saying that the benefits of registered post really only apply if you select that option? Otherwise why bother if we have no recourse as sellers?

Thoughts, opinions? The buyer is nice about it but I feel that a neg feedback is on the cards, kinda felt a little threatened (i like my 100%!)

[protect*the*innocent]

Registered Post is not worth it for low value items.

Definitely offer it as an option, because some buyers will take it up for their purchases.    Always register items that are of a value that will hurt you to replace or refund should they be lost in transit.  Only you can determine this 'pain threshold' as a seller and it is usually based on your actual cost (rather than the sale value)

When you send lots of items by ordinary mail it is only logical that the occasional article will be lost whilst in Australia Post's care.  Australia Post is not an infallible service.

Sellers need to be prepared to either refund or replace items that are lost in transit.     Work out which option is more cost effective for you in these situations, perfectly_dark007   and state it upfront in  your refund policy that you will refund or replace at your discretion

Lost mail can, and sometimes does, occur but as long as you have a cost-effective and quick solution to such problems you can solve them and move on quickly.  Time is money for a seller, after all - and you want to keep your customers happy. 

The best time a seller can show off their customer service skills is when a problem arises so use these situations wisely.

perfectly_dark007  :  just a suggestion, but have you thought of increasing your item cost to incorporate the postage cost into the price and then making your listings free post?    Your postage cost seems low enough on most items to be able to get away with this.

I hope you are able to offer a solution to this customer and avoid negative feedback.   Just one suggestion though : if a customer actually threatens you with negative feedback via eBay messages, check to see if their threat falls inline with eBay's Feedback Extortion policy.    If you feel it does - be sure to get on to eBay's customer support as they may be able to remove any bad feedback such a customer may leave you

http://pages.ebay.com.au/help/policies/feedback-extortion.html

[perfectly_dark007]

Thanks mate. In this case we found a compromise (half refund and I was going to repost 2 of the 4 items I still had in stock).

Good advice re the postage too. In the end im simply removing the 'free' option and just charging $2.50 for unlimited items (pretty much the base cost for padded bag/postage, larger orders im happy to simply pay the differnece myself anyway).

You learn something new every day on ebay!