So I sell a cassette collection via BIN to a buyer in Hawaii over the 4th of July weekend. Buyer had the option to have it sent with Expedited Shipping but declined, so it was sent "standard" via Media Mail. I use eBay's labeling system, package up the item, and take it the PO for dispatch.
Later that afternoon, I get a message from eBay saying the buyer had requested to cancel their order, but since package had already been sent, eBay had informed buyer on my behalf it was too late to cancel. I call eBay about this as I had never run into this problem before, and they say, "no worries -- we've informed you and the buyer what's going on -- you need do nothing more."
After I mail out any eBay purchases, I always check eBay's tracking info and the USPS site to make sure they're on their way. Within 24 hrs of pick up at the PO this woman's package arrived at the USPS sorting center in Warrendale, PA awaiting further dispatch. A few days later I check again, and the status is the same, so the next time I go to the PO I ask them why it seems to be just sitting there and whether I should be concerned.
The answer was no. Media Mail to Hawaii from the Mainland usually takes 3-5 weeks as the PO aggregates the packages until they have sufficient quantity to merit onward shipment. Media Mail is the last to be shipped. They tell me to keep checking on its status and if the package hasn't been delivered in 4 wks time then to file a lost package trace request as it's too soon to do so now.
A few days later, I notice the buyer has lodged negative feedback against me. Reason being "I refuse to communicate." Huh? I never have heard a thing from this woman. Any/all communication I got about the order was from eBay -- not her. On top of that, I had spoken to eBay when I received the notice from them that they had denied the buyer's request to cancel the order and they had told me "everything's fine -- you don't need to do anything more."
So I call eBay about the negative feedback comment. They look at the trasaction and eBay message records. They agree that the buyer's negative feedback was unwarranted and removed it.
Another week goes by and I get another message from eBay. This time telling me the buyer had opened a case because "item had not been received" and that I need to provide eBay with tracking info. Huh?
Tracking info was instantly/automatically put into the transaction the second I printed the label via eBay's labelling system. Yes, I double-checked. It was and is still there plain as day so what in the heck are they talking about that they need me to provide the information?
But, I respond within minutes of the request giving eBay the tracking number, carrier, plus additional information about the fact buyer had opted for Media Mail shipping which takes 3-5 wks which PO confirmed. Since it's only been two weeks, I cannot file a trace request but was advised by PO if package doesn't arrive in 4 wks time to do it then, which I intended to do and would keep all posted.
Same info was sent to the buyer. I hear not one word from the woman AGAIN. No, "Thank you for the update. I'll let you know when it arrives. I'd like to send it back when it does because XYZ," etc. Absolute "radio silence" from her end, once again. **bleep**?
So I call eBay to discuss the situation and verify they received the information I sent them. They tell me "Yes, I see it here. You did everything right -- there's no reason to be concerned or nothing more you need to do."
SO TODAY, (you guessed it), I get a message from eBay saying they have closed the case, decided in the buyer's favor, and refunded her money. The reason? "Tracking info I provided was invalid." Come again?
I call eBay and the CS Rep tells me, "Yes, you did everything right, but the buyer didn't get her item so she has a legitimate complaint." I ask the woman if she can see the info I had relayed about usual Media Mail transit times to Hawaii, that the buyer opted NOT to use expedited shipping, and that PO had informed me that 4 wks need to go buy before I should file a lost package trace.
She says, "Yes I can see all that and I understand, but once a buyer opens a case, we let seven days go by and if there's no status change in the tracking info, we consider the info you provided to us as "invalid" and close the case in favor of the buyer."
I ask her again if she understands this package was sent to Hawaii not the lower 48 states, and the usual Media Mail shipping time is 3-5 wks which the buyer agreed to and enough time hasn't elapsed for the package to reach the buyer yet and my hands are tied trying to trace it until the first week on August according to the PO.
Her response? "Yes, I understand that, but your appeal will be denied because the buyer hasn't received the item so her complaint is legitimate."
So I ask her what happens when the item shows up. "Nothing," she says. "eBays already closed the case so there's no reason for us to get involved. If you want to try and send the buyer an invoice and ask her to pay for the item *outside of eBay* you can, but eBay won't intercede as the case is already closed."
I can't believe my ears.
I then ask her if there are other ramifications to this debacle and she says: "No, the buyer can't leave any negative feedback for you, but yes, since the order wasn't fulfilled it will count against you."
At that point, I had just about had it and said: "You mean to tell me, that despite the fact you and others at eBay have told me numerous times that "I did everything right" and provided you with everything your requested in a timely manner and kept everyone involved in the loop, that not only am I out an item which I am left to my own devices to get shipped back or paid for, you're penalizing me for something I have no control over -- a "crime" that hasn't even been proven to have been comitted since the requisite amount of time hasn't even elapsed yet for the item to be verified lost or for that matter delivered?"
Her answer? "Well, you could have avoided the problem entirely if you had just sent it Priority Mail. It would have gotten there in a timely manner and if it did get lost it would have been insured."
Gob-smacked doesn't quite cover it...
I said to her, let's not hash over the fact again that IT WAS THE BUYER that opted for Media Mail shipping, but if that's eBay's position (not to use Media Mail), then why doesn't eBay make it impossible for sellers to ship an item any other way, or at the very least have an auto warning message come up that says: "Due to significant delays in shipping from the Mainland to Hawaii (or vice-versa) we strongly suggest you use Priority Mail instead of Media Mail in order to expedite delivery and avoid your seller opening a 'Item Not Received' case against the transaction due to probable time required for delivery."
Her response? "Oh, we would never do that because we want sellers to have control over how they choose to sell and ship their items. Besides, I don't see why you're so concerned, you have 100% positive feedback and Top Seller status -- this incident isn't going to make a difference."
I kid you not! That's what she said. SImply incredible. So I hung up and told her: "Have a nice day."
So, moral of the story:
-- If you're selling an item that ordinarily is allowable and can be shipped via Media Mail and the buyer is in Hawaii, DON'T send it Media Mail. Either cough up the extra money to send it Priority Mail yourself, indicate in your listing that expedited shipping is required for buyers that aren't in the lower 48 states, or don't allow bidders outside of the lower 48 to bid at all.
-- Or, change your Media Mail listings to Priority Mail to avoid the problem all together, though in my case most of my "Media Mail items" sell for so little, the cost of expedited shipping would double or triple the total amount due, which is a buyer deterrent -- which is why I am not in favor of going that route.
-- Realize that even though eBay has denied a buyer's request to cancel an item after it has been shipped, that doesn't mean they can't blast you with negative feedback however unwarranted. IOW, you'd best keep eBay on your speed dial as you'll be talking to them a lot to get things straightened out.
-- Though I realize there are divergent opinions about whether to put bidders on a BBL, the buyer in question is now on mine and will stay there permanently.
-- If an eBay CS Rep tells you "You've done everything right, there's no need to worry" -- don't count on it.
-- For those who are wondering, yes I will be filing a lost package trace request with the PO in another week, though I fully expect the package will show up in due time.
-- And finally, I'm not totally convinced that the buyer wasn't trying to pull a fast one from the get-go given her behavior, but if she wants to scam me out of eight bucks that bad, she can have it. I'm not going to waste any more time or emotional energy on chasing her down for the money or demanding my item back. Just not worth it.
Apologies for the length of this, but hopefully there's some value in sharing what happened -- especially when it comes to how eBay chose to handle the matter, which on one hand is mind-blowing, but on the other, sadly the way it seems it goes.
Regardless, thanks for listening to me vent. Keep calm, and sell on!
