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buyer threatening negative feedback re missing item
Topic Locked This thread has been automatically locked as it has reached the 20 post limit.
Last Post 7/11/2009 22:34 by: vintage2287
Replies: 20
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vintage2287
Posts: 176

buyer threatening negative feedback re missing item

7/11/2009 20:21
I have a buyer who claims he didn't receive his item. I sent it to him in a pre-paid satchel, after he paid for it, which means I have no receipt as proof that I sent it. It wasn't registered. I have given him the benefit of the doubt, that he is genuine,and asked him to wait for a week to ten days to see if it shows up. Obviously it didn't, so I have put in a claim to Aust. Post, and am now waiting for their response. I went to my local PO, late Friday arvo, but they said that I have to ring and chase it up myself. Which I will do so on Monday morning. I emailed him & told him this.
He has now sent me an email today saying that if I haven't cleared this up by 5.00pm Monday he will ***have no choice, but to leave me negative feedback***
Can he do this? I did tell him that I would happily refund him his money, but I wanted to wait till I had word back from AustPost.
Is this blackmail, and it it allowed?
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putney32
Posts: 10,829
(1 of 20)

7/11/2009 20:25
No, you should refund him NOW, NOT wait thill he makes a PayPal claim, as he's entitled to the refund whether or not you and aust post come to an agreement.

so.. refund him, tell him you are still chasing aust post and they are slow, but please, do the right thing by your buyer.
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sq.tsai
Posts: 137
(2 of 20)

7/11/2009 20:25
Did you get the buyer to check if the item is sitting at his PO? It's not blackmail I guess. You just have one disgruntled buyer who hasn't received his item. You should just refund the buyer and follow up with AusPost.
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vintage2287
Posts: 176
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7/11/2009 20:31
putney32 wrote:
No, you should refund him NOW, NOT wait thill he makes a PayPal claim, as he's entitled to the refund whether or not you and aust post come to an agreement.

so.. refund him, tell him you are still chasing aust post and they are slow, but please, do the right thing by your buyer.



*****
I don't know why people use these pre-paid satchels if the buyer doesn't want to pay extra for registering mail. There is no proof of posting when using these satchels. Since this has happened, I have insisted on all items to be registered. I know it adds extra cost to the item, but it gets too darn expensive if you have to replace or to refund constantly. Thank God that this happened to me only this one time.
I will refund him his money, but because I have never done this before, can you advise on how to do it please? thanks for your advice.
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lily-was-here
Posts: 108
(4 of 20)

7/11/2009 20:33
Don't panic, just refund your buyer & see what Aust Post comes up with.

If they do not find your package you will be able to lodge a claim with them for up to $50 compensation if you have the receipt for the satchel purchase.

Even if you don't send items registered, always keep any receipts for stamps, satchels etc. Good luck!
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moonlightbooksandgifts
Posts: 333
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7/11/2009 20:36
How much time has passed from when you posted the item to when the buyer contacted you about non-receipt? Are you and the buyer in the same state?

Whenever I post an item, I ask the buyer to allow 3-10 business days for delivery. That way, they have a timeframe, and don't start bugging me too soon.

In some cases, I've asked buyers to allow another 5 business days(so 15 business days) in total, reassuring them that if it still hasn't turned up then, they will get an immediate refund. In those rare instances, the items get delivery at, or just after 15 business days(3 weeks).

I've never had an item go missing through the post in 6 years, only some late delivery in rare instances.
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vintage2287
Posts: 176
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7/11/2009 20:36
sq.tsai wrote:
Did you get the buyer to check if the item is sitting at his PO? It's not blackmail I guess. You just have one disgruntled buyer who hasn't received his item. You should just refund the buyer and follow up with AusPost.

''
***
Yes, I did get him to check, and I went to my local PO to follow it up as well.
I have been told by other sellers that some people make a habit of claimimg that they don't get the item, & because this has happened to me, it does make you wonder. The parcel was sent from Newcastle to Sydney, approx. 160 kilometers. I've not had things go missing before, but I will refund him his money.
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lily-was-here
Posts: 108
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7/11/2009 20:38
Every time you spend $2.80 on registration, that is $2.80 less in your pocket.

It will also put a lot of buyers off bidding on your items. Most will not want to pay extra to have low value items registered. If I was your buyer, I would have to take that extra cost into account. That would be $2.80 less that I could afford to bid.

Have you had that many items go missing? Work out if it is really an economically viable option before you go cutting your profits & reducing your bidders.

If you keep receipts, then claim to Aust post, you won't be out of pocket at all & you will not have to lose $2.80 on every sale.
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vintage2287
Posts: 176
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7/11/2009 20:40
moonlightbooksandgifts wrote:
How much time has passed from when you posted the item to when the buyer contacted you about non-receipt? Are you and the buyer in the same state?

Whenever I post an item, I ask the buyer to allow 3-10 business days for delivery. That way, they have a timeframe, and don't start bugging me too soon.

In some cases, I've asked buyers to allow another 5 business days(so 15 business days) in total, reassuring them that if it still hasn't turned up then, they will get an immediate refund. In those rare instances, the items get delivery at, or just after 15 business days(3 weeks).

I've never had an item go missing through the post in 6 years, only some late delivery in rare instances.


***
yes, done all that. I have been buying for 3 years, and haven't not received an item. But selling only from
March this year, and this is the first.
It's a pain, Newcastle to Sydney, you wouldn't think that it would go missing. As I said, I've never had to do a refund.
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vintage2287
Posts: 176
(9 of 20)

7/11/2009 20:52
lily-was-here wrote:
Every time you spend $2.80 on registration, that is $2.80 less in your pocket.

It will also put a lot of buyers off bidding on your items. Most will not want to pay extra to have low value items registered. If I was your buyer, I would have to take that extra cost into account. That would be $2.80 less that I could afford to bid.

Have you had that many items go missing? Work out if it is really an economically viable option before you go cutting your profits & reducing your bidders.

****
I have stopped the $2.80 on the lower priced items, as I do realise that it adds to the cost of the item. I will not use the pre-paid satchels unless they are registered, as this way I have proof of postage.
This the first, and I guess there has to be a first.

If you keep receipts, then claim to Aust post, you won't be out of pocket at all & you will not have to lose $2.80 on every sale.
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vintage2287
Posts: 176
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7/11/2009 21:10
putney32 wrote:
No, you should refund him NOW, NOT wait thill he makes a PayPal claim, as he's entitled to the refund whether or not you and aust post come to an agreement.

so.. refund him, tell him you are still chasing aust post and they are slow, but please, do the right thing by your buyer.



How do you do a refund? I went into my PayPal account, but can only see Send Money. Is that the way to do it?
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syrupsmummy
Posts: 412
(11 of 20)

7/11/2009 21:22
You can go to send money and you can choose the email address of the buyer. Then put right amount of money. There is a section you can choose what the money for. It's not difficult.
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a-book-amore
Posts: 1,027
(12 of 20)

7/11/2009 21:28
You can go to send money and you can choose the email address of the buyer.


I thought you went to the item number in paypal, click view description, and from there, click refund. That way you don't pay a fee and you get the pp commission back.

If you choose "send money" there are costs involved. ?:|

Booka
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sexy*harley*chick
Posts: 5,064
(13 of 20)

7/11/2009 22:06
I don't know why people use these pre-paid satchels if the buyer doesn't want to pay extra for registering mail There is no proof of posting when using these satchels. Since this has happened, I have insisted on all items to be registered. I know it adds extra cost to the item, but it gets too darn expensive if you have to replace or to refund constantly.Thank God that this happened to me only this one time.
I will refund him his money, but because I have never done this before, can you advise on how to do it please? thanks for your advice.

Its the sellers responsibility to register items, not the buyers, its YOUR protection and proof that you did post the item.

How can it be to expensive to replace or refund constantly when you have NEVER had to do so yet?

I have been selling on ebay since 2001 and NEVER had an item go missing yet, i do register my items over $50 out of my own pocket, my profit margin is high enough that that extra cost dosent affect me at all.

You DONT go to send money, as its acting as a payment to that email address, and then the buyer can still claim a refund through his original payment and get that money back also.

You find the payment for that item, click on details i think it sais and then down the bottom of that payment page on the left it sais issue refund, you do it from the item paid page in paypal, then there is a proper record of it being refunded.
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syrupsmummy
Posts: 412
(14 of 20)

7/11/2009 22:16
a-book-amore wrote:
You can go to send money and you can choose the email address of the buyer.


I thought you went to the item number in paypal, click view description, and from there, click refund. That way you don't pay a fee and you get the pp commission back.

If you choose "send money" there are costs involved. ?:|

Booka


Sorry my mistake. I do use send money for partial postage refund when I over-charged it.
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