I received a message from a buyer asking for refund
I received a message from the buyer asking for refund with the complain that she received an empty package sending a picture of an open package. I am not sure if I believe it because for one thing, I never send empty package. How am I going to react to this?
3 comments
onlinecentral
·3 years agoSellers have sent these messages and then received a reply from the buyer that they found the missing items, along with a story about a roommate or relative opening the package first.
Thank you for your purchase, we are again sorry with the issues with USPS; We have filed a formal report with USPS and also with the local police concerning your empty parcel and will report back to you as soon as we know more. Thank you again!
I am so sorry to hear that your parcel arrived without the contents. I will do everything I can to assist you in this matter. I will file the lost/rifled/stolen mail report (the report is called something else now, you will have look this up for the correct name) with the United States Postal Inspectors on your behalf. Even in these trying times they usually respond with a case number within 24 hours. I will forward that to you when it is received so that you can track the progress of the investigation as well. Do you have a daytime phone number that I can include in the report? That way they can contact you directly as well.
I will also speak to your local postmaster and mail carrier about this package. If it had broken open, the USPS typically tags the box as such, so a photo of that stamp will actually help. Please keep the packing materials in case they are needed as well. Thank you so much for your cooperation.
sextons-sweet-deals
·3 years agostick with kalyoth's #1. I think the buyer is playing games.
I would not entertain #3. You will just lose your product, pay for an empty bot to be shipped back to you, and then eBay refunds the buyer.
kalyoth
·3 years agoSince postage is based upon shipped weight, sellers do weigh their items for the most part.
Can go one of two ways: 1) Carriers do not deliver opened packages without it being identified as damaged in some manner in the delivery to avoid liability. If it was found opened after delivery by receiver, they now have a claim with local Police Dept. for property theft & a claim on their home owner's insurance. A case can be opened, however you have a delivery stamp & that will work more in your favor than against. Becomes a question of how you operate your business then as to if you refund them as goodwill gesture & take the write-off on taxes.
2) Customer received the damaged package from above - customer opens a case, you accept the return generating a return label. Customer returns & gets refunded. With packaging received back, shipper then pursues any available claim vs. insurance as part of the serviced purchased with the shipping carrier and/or it becomes part of a write-off upon taxes.
An unhappy customer can always dispute the charge as well with payment provider.