Need some help with this one (ebay)

[isabella1]

I sold something on eBay and delivery confirmation shows that it was delivered. The buyer open the case that he sees that it was delivered however he did not get the package. Now he wants me to refund. Would you refund him the $30 or would you tell him to eat it. I mean eBay's going to side with me most likely. However he can still leave me negative feedback if he wants to. What would you do?

 

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[Greysquirrel]

Get a copy of your Proof of Delivery, scan it and email it to him and be polite and say that your records show that it was delivered and that if he did not get it go to the carrier and take it up with them.
Don't tell him you think he is a lying SOS because that will come back to haunt you even if you think he is.

 

[Iron Patch]

Look at his history... feedback, what he buys, etc. Will at least give you a sense of whether he's being honest. If he spends quite a bit chances are he isn't trying to take you for $30.

 

[Lost&Found]

If you feel the need to eat it then I would compromise and refund $15. But you did what you had to do. You have no control over an item once shipped and delivered. The resolution center will side in your favor due to delivery confirmation. What you might do in the future is offer buyer paid insurance. Then if something happens its all on the buyer. Do you think this customer would be a repeat buyer if you gave a total refund?

 

[diggummup]

Feedback from a buyer is removed or adjusted automatically in the following situations:

• A buyer is suspended for behavior we find warrants removing all negative and neutral Feedback left for sellers. If any member is suspended within 90 days of registration, all Feedback left by that member is removed.
  
  
• An eBay Buyer Protection case is decided in a seller's favor.
  
  
• There's a Global Shipping Program error. We may also remove or adjust low ship cost or ship time detailed seller ratings.
  
  
• A buyer has shown a pattern of leaving disproportionately high rates of low Feedback or low detailed seller ratings.
  
  
• A seller qualifies for an automatic 5-star detailed seller ratings, in the following categories, when:
  
  Shipping and handling charges:
  
  
  • A seller offered free shipping, and we know the buyer chose that option.
    
  
  Shipping time:
  
  
  • A seller specified same business day or one business day handling, uploaded tracking information within one business day of receiving cleared payment, and the item showed a delivery time of 4 days from receiving payment.
    
    
  • A seller's item was designated as Fast 'N Free, the seller uploaded tracking information, and the item was delivered within the stated handling time plus the estimated delivery time as specified by the carrier.
    
  
  Communication:
  
  
  • A seller specified same business day or 1 business day handling, and uploaded tracking information within 1 business day.
    
    
  • At the time the buyer leaves Feedback:
    
    • There are no member to member messages initiated (Best Offers, Second Chance Offers, invoices, or invoice requests don't affect automatic 5-star eligibility), and
      
      
    • There are no eBay Buyer Protection or PayPal Purchase Protection cases opened before Feedback was left.
      
    
    
  • There are no requests for contact information between the buyer and the seller.
    

 

[Fushek]

Get a copy of your Proof of Delivery, scan it and email it to him and be polite and say that your records show that it was delivered and that if he did not get it go to the carrier and take it up with them.
Don't tell him you think he is a lying SOS because that will come back to haunt you even if you think he is.

Yep ... this. I wouldn't give a refund in this scenario. The item was given to the post office and they show it delivered. Case closed.

No one wants a negative, however, if you've done everything as you should then I think that it's a mistake to lose money at the potential threat of a negative (that likely you can get removed if it did materialize).

 

[jerseyben]

Flawless advice given by all posters above. Ditto.

 

[isabella1]

Thank you everyone for the your replies. To top off this one I have someone who bought something else that wants free shipping to Sweden. I'm just gonna request to cancel their order not to bother with that garbage.

 

[Tallone]

I don't like dealing with international shipping issues either so I set up an "exclusion list" for all of my ebay listings. Basically, people from anywhere other than the continental US can't buy stuff from me. I know that limits the number of buyers but that is something I'm willing to accept to avoid the hassles.

 

[isabella1]

If their mind playing priority Mail with tracking I'm fine I'll ship it but if that's an option I don't want that well too bad. If you can't and short you end up eating it every time.

 

[peavey5000]

When you sent this did you have it insured?, If so it falls back on the post office, takes a while to go through the refund process though. I sell alot on ebay and have found that its worth it to get the insurance even if it comes out of pocket just to protect myself, Although I have on a couple of sales had to eat the money to stop from getting a neg feedback just to insure my future sales and I just make it up on the next piece or two, even though it is not always easy to stomach knowing you are in the right..hope this helps

 

[randazzo1]

I think it depends on the average volume you sell, the average price point you sell at and the value of the specific item. We strive for very high volume at a non-bargain price point. The primary concern is convincing shoppers that we are superior and therefore our higher prices are justified (which is honestly not entirely true - plenty of good dealers selling for less). That requires maintaining 100% or near 100% feedback - its a pure image thing. The volume allows issues like this to be dealt with by presuming honesty and refunding (the first time, anyway). That said, if an item is very expensive, I'd rather take the potential feedback hit then lose the cost of the item.

 

[isabella1]

After talking with them, I refunded them back $15. Didn't really want to do it but $15 is not worth the negative feedback. But they have been blocked so they won't be shopping on my site anymore. I'm probably not high-volume we sell 100-120 things a month. This was at Goodwill there today.







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