Sold item with signature delivery, buyer missed 6 delivery attempts, eBay refunds buyer & charges me
I am incredibly upset as an eBay seller, I have provided eBay the FedEx tracking number of the package I sold to a buyer.
Buyer says they had been busy and missed SIX delivery attempts on my package I shipped, FedEx won't hold it at a location and eBay says they would side with me as I have provided my tracking info and its as up to date as it can be.
Buyer opens a case against me and now I get an e-mail that I'm penalized with my credit card being charged a full refund to the buyer because I failed to confirm a delivery was successfully made and eBay has now ruled in favor of the buyer.
The item is a rare comic con item and now I don't even know where the package is, apart of me feels like the buyer is trying to scam me and purposely not accept the package delivery. It's been a week since the last package update from FedEx on its tracking.
femmefan1946
·3 years ago

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
sextons-sweet-deals
·3 years agoHope you get this worked out. I suggest shipping with USPS. They don't play around with deliveries. After a certain number of days (2-3 week?), the package will be returned to you.
feenutbutter2021
OP3 years agoI had a terrible experience back in 2014 when I had asked my dad to return something that a seller sold that was actually in worse condition than the pictures and lighting presented, reason why I didn't return it was because I was only a high schooler at the time.
We returned it through USPS and the seller accepted the return but the issue is that USPS never updated their delivery information for it to be "delivered".
How I know that the seller received it was that the seller resold the item again and got the same negative feedback for the condition of the item being extremely poor yet my dispute with eBay resulted in "you failed to return it to the buyer so we're not refunding you with our eBay moneyback guarantee."
So I have tried to only ship through FedEx and UPS going forward after that incident for sales.
vintagecraze50
·3 years agoPersonally I have had a few problems at times with Fed Ex with a signature. This can happen when the pick up location is many many miles from a customers residence. I had one that was nearly an hour away from the customers address because they lived in a small town and they had to schedule a time to go get the package. When you use ebay labels you cannot alter the delivery instructions at all. My customer as many work during the day and they were never home when they tried to deliver.
vintagecraze50
·3 years agoDespite what I notes about difficulties with signature delivery, they are still good options for expensive shipments. When you see that a buyer is not picking up their item, you message them to be sure they know what to do, and when this goes on for a long time with no pick up you tell Fed Ex to return the item to you.
vintagecraze50
·3 years agoCall 1-800-Go-FedEx and get them to return the item to you. Do this before they try another delivery attempt. Usually they only do the attempts a certain number of times anyway then they foreward it back but make sure of this by calling them and telling them you want it sent back to you.
kensgiftshop
·3 years agoDid the buyer know that a signature would be required before they bought the item?
vintagecraze50
·3 years agoThe buyer should not have filed and won a chargeback on an item that Fed Ex tried to deliver numerous times. Sounds like a scammer trying to get the item free by refusing delivery. This needs to be investigated by the folks on ebay for facebook. Refusal of delivery. Does not matter if these people had to sign for it.
kensgiftshop
·3 years agoThe item didn't need a signature confirmation and there was nothing in the listing stating that it needed one.
If the buyer was unable to be home to sign for it or pick it up from a FedEx location, is it the buyers fault?
If the OP didn't require a sig, they could have delivered it.
vintagecraze50
·3 years agoYes, that is correct and you should always forewarn a buyer about Signature requires on the listing. It can create a problem for sure. However, technically THIS item is still in transit and no refund should have been granted on this item unless the seller gave this customer a hard time and refused to contact them and tell them that if they do not want it they will recall it. I am assuming the buyer did not tell the seller they did not want the item but it seems fairly obvious after 6 delivery attempts that this buyer is NOT GOING TO pick it up.
feenutbutter2021
OP3 years agoYes I notified the buyer the signature verification for both sale attempts actually, my first attempt to ship it the carrier had damaged the item and the buyer no longer wanted the item so I picked it back up before it shipped.
Then the buyer changed their mind since it was a gift and the person they were gifting it to apparently didn't mind the damage. So I shipped it again and they made no complaint about the signature requirement.
femmefan1946
·3 years agoSounds like the buyer did a chargeback rather than an Item Not Recieved eBay claim.
Get in touch with eBay's social media Chats.
The phone people are notoriously unreliable.
The Chats give you transcripts.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
What you want to remind eBay about is their policy on Undeliverable shipments.
Which basically says you are not required to refund a single penny. (Although ... most sellers are less adamant about that.)
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr
vintagecraze50
·3 years agoThat’s right—Refusal of delivery is not covered with Ebay buyer protection.
feenutbutter2021
OP3 years agoThank you for this I will try these alternatives, it's been frustrating dealing with eBay customer service and their specialists.
A specialist essentially told me it's "my fault" for not being able to deliver the package and therefore they now seem dead set on siding with the buyer regardless of my appeal and how much evidence I provided that I securely shipped the package and it's out of my control with being able to change anything for the delivery instructions.
Really discourages me from ever wanting to sell something on eBay again after how stressful this experience has been.
ms.rodriguez*
·3 years agoMost of the ebay "specialists" can barely speak English. They will tell you anything to get you off the phone. They do not know ebay policy. Some have never ever listed an item either so have no clue how to help you with a problem. Use Ebay at Facebook. They are great. Do what the other person said first, IMMEDIATELY contact FED EX and have that package returned to you. Then contact Ebay at Facebook. Ebay was not supposed to refund that buyer.
frodobagginskennedy
·3 years agocall fedex immediately. have them return to you. If not they may try another attempt or they may have a location where the buyer can pick it up. We have a UPS depo about 5 miles from us. We can pick up packages there after 4PM.