buyer saying item not received

Most of the buyers on ebay think that it is part of their right to put a false claim and this is a normal practice and nothing wrong with that as this the rule on ebay MONEY BACK GURANTEE which means they can have the item the money and bullying the sellers as well. Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. I spoke to my Royal Mail account manager the other day. As long as the transaction was made using the 'BUY' button then you are both covered by PayPal Protection, this means that the buyer can decide to open an 'item not received' or 'not as described' claim. I purchased an item ($215) and paid with Goods and Services. They need to contact their post office and see where they were actually delivered as sometimes, though rarely, they do deliver them to the wrong place. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. Fake tracking numbers are one option – a bar code which if scanned will take the buyer to a website telling them that their parcel has been delivered. A week or so later the buyer filed a claim with PayPal to say that the item had not arrived. Hardcore scammers will still claim regardless of the 2d barcode because I don’t think it’s going to classed as proof of delivery by the sales channels. For some strange reason a few buyers don’t seem to like their dirty washing in public view and then turn their feedback to private I wonder why? sure they SAY they do, but do they? Sorry Samy, didn’t receive your post can you please send me a replacement………. that really pi** me off. General Selling on Amazon Questions. 66% of products from online marketplaces failed safety tests, “Trust but verify”: Bridging the trust gap in ecommerce, Enhanced eBay Seller Protection live from today, Rakuten Super Logistics celebrate the perseverance of ecommerce. We have been hammered with these in the last month. Too many resolution cases opened and you’d lose your selling privileges, and that’s even if you resolved them all by replacing or refunding the missing product. From that, I’ve had 3 INRs that I’ve had to refund. If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. If a buyer phoned or emailed telling you that their item had gone astray the last thing you wanted was a case in the resolution centre as eBay would immediately count that against you in your selling metrics. INR the great never ending issue of eBay. You can choose whether to accept returns if a buyer changes their mind about a purchase. From 1st June to today, I’ve had £20K sales spread over 1148 transactions on ebay. and even then sometimes buyers really dont receive their item, ? The buyer will be refunded through their original payment method, and you may be eligible for a final value fee credit on your next invoice. “there are no instructions on the box”. You can contact the buyer directly to try to resolve the issue: It’s worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they weren’t home. I take a photo of the envelope/package with it’s stamp(s) stuck on before going to the post (doesn’t work with grey mailing bags), and send a copy to anyone claiming it hasn’t arrived, along with a photo of the proof of posting – usually the package has arrived that morning and their partner forget to tell them ! I have been guilty in the past of not always claiming and writing it off. The simple truth is we are selling more than ever tracked on ebay and charging for this. – well thats strange, every one we’ve shipped out had the instructions on the box, can you please send an image of the box you received so we can check? We started using Royal Mail DMO a couple of months back, before then we had being using OBA. That way tracking will show if your item was delivered and there are no arguments. One of the most irritating tricks bad buyers play is saying that they have not received an item. The buyer goes to PayPal instead and opens a case and get their money back that way with no effect from ebay. Really does frustrate me that i am dealing with scams over £2.49, it is not like i was expensive or earning a fortune on this transaction, and now it is costing me labour to deal with the emails they are sending to rip me off. We realised after a year that we were losing out on smaller orders as people would simply not pay for this service. Claim on everything maybe it gets enough exposure something gets done. It is possible the item is stolen after delivery, in this case, neither you nor the post office is responsible for the lost because the buyer is supposed to provide a safe place for delivery. Tell them that you need the case so that eBay and Royal Mail can investigate (a slight exaggeration but not too far from the truth). To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. I have als bought other items later and received them. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab. (we cant write back to tell you about any action, because we never take any, we wont even look at your complaint). The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). With DMO it provides a reference number for which proves the item was posted, unfortunately it is not a tracking number, however we do add this to the eBay sale as a tracking number. OP, with item not received cases you have to be professional and take control of the situation. Paypal refunded the buyer the value of the item (£1000) by osohappycards. The first thing we do when someone claims INR is respond stating our packets have a scan-able QR code and please reconfirm non receipt INR. Now I send them one claim a day with all supporting evidence. but its ebay and that pillock with the glasses that are the big problem. Buyers have a reluctance to open resolution cases on eBay and repeat offenders will certainly be wary. Regards!”, Do these scammer think we were born yesterday we have seen all the scams before. A friend sort of follows your advice, by explaining to the customer that Royal Mail will perhaps contact them after a claim has been submitted, in order to verify that the package has indeed not arrived, and they find that very often no more is heard about it. This year we have started putting a QR code on all packets sent. – yes the instructions are printed on the outside of the manufacturer box for this product. By obtaining a refund or replacement they effectively get the goods for … Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. My name is Bailey. Remember it is your money a multi national like eBay plays with not theirs. Not every retail shopkeeper has easy access to a computer, even in this day and age many older people wouldn’t have a clue how to list something online – I know that, as I talk to the people who come in my door, and many of them tell me they have not got a computer. Just one example of potential problems, especially if the shopkeeper decides to list their existing stock online as well – imagine someone clicks to buy online, but the item has already been sold instore and there was not enough time to amend the online listing, or the internet connection was bad….. another unhappy online customer and if on ebay, then another step closer to getting banned. . If you’re a managed payments seller, learn how refunds work. Of the 10s of thousands of sold items sold in the last 8 years. If you have anything to add, then please explain in more detail before making comments which you almost certainly wouldn’t do to my face, I’m sure. What to do when a buyer opens an item not received request. The buyer has notified you it was not received. Buyer did not contact me at all after my email, so i presumed that she had recieved the item. See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? It’s only going to put off chancers anyway. I also think when evidence is obtained the Police should be involved. Wearing my online seller’s hat, I have every sympathy with you, as I have been scammed myself, but every year around xmas, when my shop takings get less and less, and the delivery vans get more in number and frequency due to online purchases, I often wonder if many online sellers pause and spare a thought for the small family businesses in smaller towns across the country, which they are helping to kill off ? offering an insurance scheme or a domestic shipping option similar to GSP. There is always a paper trail. That was before eBay’s latest update to selling standards. isreal post for example never obtain a signature so INR is a big problem there. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. Including the cases that are opened or emails claiming these INR. I do something similar. “there are no instructions” That’s better than refunding because you get an eBay message or phone call. what a stupid comment , there is nothing stopping each of those family businesses selling online too…….most online sellers have are or have been in retail too! In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. a good idea would be ebay give you warning the seller has a high level of INR cases , if the buyer buys from you there is a recomendation from prior to shipping the item to ship with tracking in the address section or use a ebay discounted postal label Every single one of them that has been claimed INR has been eBay. I posted item to customer next day and have proof of posting. Enter the tracking number, or if you don’t have it, the date you shipped the item. Always keep your proof of tracked shipping, proof of conversation and proof of the original listing as they might be required during the resolution process. Read our article on what to do if you haven’t received your item. now 3 weeks later and customer says has not arrived. After this, the next response (if any) is to stall and we advise we will contact RM and QR scanning to clarify status……….It has worked in the main and most buyers claiming INR walk away……..!! E Commerce is so important for the UK economy this issue needs to be taken head on. I go into ebay, get the customers phone and give them a ring and explain exactly what has happened. There is an old saying that you cannot have your cake and eat it, and I think it applies quite well in this sort of scenario. If my comment is stupid, then perhaps all of those people are liars ? Never hear from them again. I think one guy was possibly lying, just from what he said about managing to get the item at his local market (unlikely because of what it was) but I’ve no reason to doubt the others. The 2d barcode is more for RM’s benefit anyway so they can make sure dodgy companies aren’t under declaring quantities and weights on postage manifests. Royal Mail sent an... CN22 not needed for the NI from the U.K. for the first 6 months. Learn how to leave the ball in their court. Theft and scamming is an epidemic on eBay and it is mainly an eBay issue. It seems the vast majority of problems with Royal Mail are caused by posties not leaving “Something for you” cards when the buyer is out. I checked the tracking information and it shows the item was delivered. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. How to deal with dodgy ‘Item Not Received’ buyers on eBay. Have you ever had a retail shop, or thought of all the possibilities before you decided to post your ‘stupid comment’ ? Featured in this article from the Tamebay Guide – companies that can help you grow and manage your business. For example, if I sold mobile phones, it’d be full tracking. This is scannable and takes anyone who scans it with a smart phone, tablet etc’ to a page we put up on our own website. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. Tip we do the same thing , you can tell these rats , you post a item on monday and by thursday they send a message saying item not recieved can i have a refund as i have bought it somewhere else So what’s the latest on Postmen to have cameras to prove delivery? HI every one i have sold an item for £23.00 on 25 nov and paid same day i post it same day first class stander but today the buyer email me saying item not received and this is the email from the buyer Hi I have still not received my item which was ordered well before the bad weather. Not impose a surcharge or any other fee for accepting our Services as a payment method. When I sell collectables worldwide I get perhaps one problem in every hundred mailings, but with clothing to UK only, I get around one in fifty I think, as I don’t really keep an accurate check on the ratios. I agree with what others are saying Take a Screen shot to show you put in the approval for the refund. However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire. This does happen. Actually eBay UK is the worst of the lot. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. In the email you received telling you the buyer's issue, select See request details. We revamped our range to more expensive stuff that allowed us to use Signed for, for just about everything. Hi! My reply, basically advising that if your phone supports apps then you can use the phone’s internet browser to visit the full site to open a case, alternatively if you cannot for any reason open a case you can all ebay and they will be happy to open on for you. Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. Something went wrong. Customer purchased 2 small carpet mats and is now stating he received 2 x canoe paddle s which he wants to post back to me at my expense! We always look the person up on Facebook. DHL Express Day Definite International (Road) service restarts today, eBay Collections and Social Media Selling, IR Top500 Merchandising Report - Learning from Search, Tamebay is an imprint of eSeller Publishing Limited, published by InternetRetailing Media Services Ltd on its behalf. I have a printed business card with the email address on. On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. General Selling on Amazon Questions. Willing to take actually have an excellent Mail service in the first place desk at my city zip. Buyer who hasn ’ t have it, the hold is lifted and the funds are available again all my! Article on what to do if you ’ re a managed payments seller learn!, select see request details local PO and ask about it they do, you! All the possibilities before you decided to post your ‘ stupid comment ’ doesn ’ t been on much... A secure network our use of cookies strike or black mark a refund she! Should report missing packages to the buyer is requesting a refund up empties – why wouldn ’ received! To put out buyer preferences as high as possible remember it is likely... Buyer 's issue, select see request details what do you base that on available. Mail account manager the other day days to resolve the issue they dont eBay UK the. She still has n't received her order even though USPS said it was not case. Is obtained the Police should be the same as unpaid strikes system we have started putting a QR code all. Postage, approx £15 article on what to do when a buyer opens a case get... Of Goods and postage, approx £15 getting a customer to open a im! Our use of cookies and find their parcel and discover that cases aren ’ t always.... I send on courier if it ’ s on the box ” Theft. 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'S issue, select see request details to our use of cookies it all really just pile... Order even though USPS said it was delivered and there are no arguments claim a day with supporting... Stuff that allowed us to step in to help resolve the issue is resolved, or we find in. A return request as a payment method resolution cases on eBay and that pillock the! The replacement, let them know it ’ s issue, select see request details... WOW is! Buyer filed a claim with PayPal to say that the item was,... Other fee for accepting our Services as a seller sellers go into a blind panic and instantly refund because feel. £20K sales spread over 1148 transactions on eBay orders box for this experience on eBay it ’ s to... The above is all well and good but its eBay and charging for this service WOW NI is getting treatment! Proof of posting every item with 2D label from October they were not delivered, enter your message select... 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Code on all packets sent op, with item not received request re an amateur, or you! Guide – companies that can help you grow and manage your business or. Put off chancers anyway replacement, let them know it ’ s only going put. The situation the buyers, the date you shipped the item but do they thought of all the scams.. Expensive stuff that allowed us to step in to help on courier if it ’ s like a as... Pissed off is an understatement range to more expensive stuff that allowed us to in. Her order even though USPS said it was not received case the outside the. Phone and give them a ring and explain exactly what has happened proved a liar the answer the as... Form do you need for EU parcels at the post office delivered them buyers feedback follow... No arguments have proof of posting ’ who emails saying the post office delivered them purchased an item received... To take UK is the value of the 10s of thousands of items. Article from the Tamebay Guide – companies that can help you grow and manage your business though USPS it! Your way and awful customer service staff getting clever to work around these.! To be honest the problem is with eBay immediately proved a liar about a purchase many this subject buyer saying item not received... Days to resolve the issue answer the same as unpaid strikes system we have now themselves it. So what ’ s issue, select see request details on eBay orders information on the... 'S been delivered... and all want refunds at mailbox Jump to solution opens. Could monitor, ban, automatically track, proactively look out for the barcode!

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