Buyer left negative feedback for item not received but won’t open a claim. No prior contact.

[danielstcg]

I had a buyer purchase an item for me last month. I shipped it out with eBay standard envelope (doesn’t always get a scan). The buyer left negative feedback saying they never got the card and want their money back (which I am totally fine issuing a refund obviously). I tried contacting them and apologized and told them I’d be more than happy to refund them if they open a claim. The buyer will not open a claim they just want a refund. Makes it also seem like the feedback is being used as ransom. Also eBay says it will remove feedback for something out of our control. Is a shipping company losing a package not out of our control?

[luckythewinner]

---

@danielstcg wrote:

Also eBay says it will remove feedback for something out of our control.

---

Just curious - where does eBay say that? 

[danielstcg]

When you go to request feedback removal is gives you options. One of them is for something out of your control.

[bearswatching]

3

[inhawaii]

A buyer left you negative feedback without the courtesy of contacting you first?

Welcome to ebay!

(If it makes you feel any better, it happens a lot.)

[albertabrightalberta]

---

@danielstcg wrote:

When you go to request feedback removal is gives you options. One of them is for something out of your control.

---

"Out of your control" refers to weather-related delays, holiday mail slowdowns, etc. 

Do you have tracking showing delivery? 

[7606dennis]

I would probably contact the buyer and apologize for the item not having arrived and simply advise them to file an INR dispute through the MBG.

[bearswatching]

It sounds like your buyer may have abused the MBG. I would stand my ground. No claim, no refund.

[lamber9347]

Sellers are responsible for delivery of items. Out of your control refers to weather conditions or natural disasters occurring simultaneously to the area your item is being sent. 

[bashort]

---

@danielstcg wrote:

I had a buyer purchase an item for me last month. I shipped it out with eBay standard envelope (doesn’t always get a scan). The buyer left negative feedback saying they never got the card and want their money back (which I am totally fine issuing a refund obviously). I tried contacting them and apologized and told them I’d be more than happy to refund them if they open a claim. The buyer will not open a claim they just want a refund. Makes it also seem like the feedback is being used as ransom. Also eBay says it will remove feedback for something out of our control. Is a shipping company losing a package not out of our control?

---

I will not refund without a case being opened, I learned this the hard way, had a similar but the buyer just left a neg, "never got it" and did not ask for a refund.

I went ahead and just refunded because I thought it was the right thing to do, did not even try to get the neg removed, was rewarded with a seller canceled transaction defect, now I will wait for a case to be opened.

[a_c_green]

---

@albertabrightalberta wrote:

---

@danielstcg wrote:

When you go to request feedback removal is gives you options. One of them is for something out of your control.

---

"Out of your control" refers to weather-related delays, holiday mail slowdowns, etc. 

Do you have tracking showing delivery? 

---

If I remember right, one of the key drawbacks to eBay Standard Envelope (eSE) is that it doesn't have a Delivery scan; there is nothing for the carrier's hand scanner to look at. The most it has is a routing code that will be used along the way and which does generate some tracking entries, but it's not the same as a Delivery Confirmation barcode.

The way you're supposed to deal with an Item Not Received dispute for the eSE is to refund the buyer, then seek restitution from eBay. I think you may need to call Customer Service to get credited for the refund. Good luck.

[albertabrightalberta]

---

@a_c_green wrote:

---

@albertabrightalberta wrote:

---

@danielstcg wrote:

When you go to request feedback removal is gives you options. One of them is for something out of your control.

---

"Out of your control" refers to weather-related delays, holiday mail slowdowns, etc. 

Do you have tracking showing delivery? 

---

If I remember right, one of the key drawbacks to eBay Standard Envelope (eSE) is that it doesn't have a Delivery scan; there is nothing for the carrier's hand scanner to look at. The most it has is a routing code that will be used along the way and which does generate some tracking entries, but it's not the same as a Delivery Confirmation barcode.

The way you're supposed to deal with an Item Not Received dispute for the eSE is to refund the buyer, then seek restitution from eBay. I think you may need to call Customer Service to get credited for the refund. Good luck.

---

Thank you for explaining how the SE works. I've never used it and am unfamiliar.

[inhawaii]

I hate it when buyers use the feedback system to send a message to the seller, like in this case.

This should have been a message, not a feedback.

Ebay should remove this nonsense.

[femmefan1946]

@inhawaii 

EBay should dump feedback entirely.

It's a heritage from the 20th century internet, when shopping with strangers online was exciting and scarey, instead of how we buy underpants and batteries.

The buyer will not open a claim they just want a refund.

I'm pretty sure he did receive the card but he has opened too many INRs and is no longer eligible for the MBG.

I'd be adamant. No claim, no refund.

And while a Response to feedback is usually a Bad Idea, something calm and factual like Refused to open Claim for refund, might politely explain to future customers that he is full of hooey.

[chapeau-noir]

---

@femmefan1946 wrote:

@inhawaii 

EBay should dump feedback entirely.

It's a heritage from the 20th century internet, when shopping with strangers online was exciting and scarey, instead of how we buy underpants and batteries.

---

ROFL!  About the best explanation of the evolution of online shopping I've heard!