What is my options on this sale?
I made a sell and shipped the item. The buyer said she did not receive the item even though it showed as delivered. I asked her to check with her mail carrier as the item was showing as delivered that day. She said she was not home when the mail carrier dropped her mail. I asked her to contact her post office. I don't think she did but she said they don't know what happened to the package. As a courtesy I shipped a duplicate order to the her to replace the order she said she did not receive. I think ok, taken care of. Nope, she emails me the day it is out for delivery wanting to change the shipping address. I told her I could not do that as the order was out for delivery. She says she did not get the 2nd order. I pull up tracking and the order then shows as attempted delivery no access to the location. I told her to call the post office and go pick the order up. Now she tells me she wants a refund on the order and will order it at a later date. I have shipped this order twice. Do I have a recourse? I know Ebay has different rules so am not sure if I have to refund an order I have already shipped twice? I am already at a loss on this order. Order $49.12
gloryglorygifts
·11 months agoFor the love of god stop sending her products that she didn't order!
If a customer claims that they didn't receive something, tell them to check with their housemates/neighbors/postal carrier/post office. If they still can't find it, have them open an INR case. You then upload tracking when ebay requests it and they then refund the customer. The customer can then repurchase the item and you ship another. BTW, NEVER, never, ever, change an address for a customer. Have them cancel the transaction, change their address, and repurchase an item.
I know that you are just trying to be a good seller, and have your customer's best interest at heart, but do not do anything further. Don't send a third. The second will probably be returned to you. They can open the case for the first. The ebay policies are to protect you as a seller. Do not let your customers tell you how to run your business. By providing freebies, you will lose money.
Good luck to you.
pickapaper
·11 months ago@todaysstyle
Stop giving away free products.
I vaguely remembered a thread a while back about an issue with hair color so I looked and saw that @momtoabeautifuldaughter had a problem with someone using hair color and then wanting to return it.
Seems to be a way to get free product - claim that someone stole it, or use it and return it.
momtoabeautifuldaughter
·11 months agoI'm impressed you remembered that
pickapaper
·11 months ago@momtoabeautifuldaughter
I didn't remember the specific thread but I remembered something about a hair color situation. So I searched the threads and found yours. My first thought was wondering if this might be the same buyer, just elevated, but then I thought the chances of that were probably very, very small.
Sometimes I remember some kind of detail about a thread but then I read where others will mention a past thread and I don't remember anything about it. Just the quirkiness of our brains, I guess.
inhawaii
·11 months agoThis is what i would do ... nothing.
If she should file a INR (item not received) just respond with the tracking number showing "delivered" and you will win.
luckythewinner
·11 months agoWhat are your options? They are pretty simple:
Anything after that depends upon whether the buyer files a dispute, and what kind of dispute the buyer files.
That aside ..
When the buyer first claimed that the order was not delivered, you should have asked the buyer to file a "Item Not Received" dispute. Once you provided tracking and won that dispute, you would be free to refund or ship a replacement as you wanted.
Did the buyer ask you to send a replacement? If not, perhaps the buyer's actual goal was to get a refund, not to get the product. If the buyer did not ask for a replacement, doing so may have just been throwing money away for no reason.
sammiea1460
·11 months agoNot trying to be mean, but from 1 seller to another: "What are you doing to yourself?"
"The buyer said she did not receive the item even though it showed as delivered."
"As a courtesy I shipped a duplicate order to the her to replace the order she said she did not receive. "
" Now she tells me she wants a refund on the order and will order it at a later date. I have shipped this order twice."
"...not sure if I have to refund an order I have already shipped twice?"
She now has 2 products but has only paid for one. Item shows as delivered so you are not required to refund at this point in the ebay world. However, you may choose to do a courtesy refund for 1 item and hope you receive the second item back. I know I have so so in the past.
Between, wanting to change the address, no access to a mail receptacle, I would block her. You have sent her the original purchase (paid) plus a courtesy replacement (unpaid.) I believe in customer service but that would be enough for me.
wastingtime101
·11 months agoYou did not have to ship a replacement the first time - there is a confirmed delivery scan which is enough for seller protections.
You do not have to ship a third time as the second package has an attempted delivery scan which is enough for seller protections.
With just one of those tracking numbers you have coverage.
If/when the item is returned to you, it's up to you if you want to refund the buyer item cost less (double) shipping costs.
Don't ship a third time and don't change the address. If buyer still wants it they can place a new order, or you may want to block the buyer from future purchases.
broto_64
·11 months agoYour responsibility as a seller ends when the item's tracking shows delivered.
What happens after delivery is outside of your job description, it is not in your pay grade to concern over.
Never send more items for free.
Never re-ship returned items for free.
The buyer can be advised to enter the correct address before ordering.
dolcetreasures
·11 months agoDo us all a favor and stop giving away your stuff. Just stop it.
todaysstyle
OP11 months agoI try very hard to keep my buyers happy but it just seems no matter how hard one tries someone is not happy. Believe me, I do not want to replace packages that are stolen but I felt at the time it was the right thing to do. I know at times packages ARE stolen from peoples mailboxes or porch or where the post carrier leaves them ( I watch ring cam on youtube about the porch pirates all the time. Love that show, especially the ones that get caught). Hair color is an item that has a return customer base. If it means losing a couple tubes of color to have a long time customer it would be worth it. I just did not expect all of the drama that followed.
wastingtime101
·11 months agoIt's not bad to replace an item if you can. But at this stage it's crossing the "too much" line, in my opinion, particularly since they're telling you they want to use a different address now, after 2 shipments were sent out.
Wait for the item to be returned, then refund item cost less shipping - or don't. That's up to you. If you still want to work with the buyer they can place a fresh order. If you don't want to deal with them anymore you can block them.
stuff4divas
·11 months ago@todaysstyle
scammers are never happy until they get every last drop of blood from the current victim and then they move on to the next victim
stop being a victim if u want to be a successful ebay seller or successful in anything
jonathanbrightlight
·11 months agoeBay will not force you to refund if there is a delivery attempt in the tracking. If the customer opened an Item Not Received case, you would be able to just enter the tracking (or confirm it, as it now shows up usually and won't let you edit or remove it if it considers it delivered), though if they never open a case that's easier to deal with.
That said, while you can just reship it, you are not required to be out the additional money for shipping it again (especially since this would be the third time you've shipped it to her, counting the replacement originally and then now reshipping that replacement). I personally would be hesitant to try again at this point, as this is either a clueless customer or one trying to pull one over on you. Either way, no one would blame you if you decided to just stop trying to get this to her.
todaysstyle
OP11 months agoOk, I just received another message and I think she is going to let me ship it to her again when it is returned. I don't think she is going to file with Ebay. This is crazy. I appreciate her purchase and her business. I do want to keep my buyers coming back but I have never had a sale like this before. Usually you replace the item and all is good. This is crazy but I will send it out a again when I receive it back. I just don't feel I should refund an order that I have already replaced. This one really stumped me.