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?

[dirk12955]

Tagging On;

I agree with no refund when a buyer refuses to open a case.

I'm under the impression that eBay blocks buyers that open "Too many cases"  over a period of time.

Could be wrong.    Been wrong before.   Once or twice.   

[bearswatching]

I’ve always assumed something out of our control referred to natural disasters such as earthquakes, floods, etc. Basically, acts of nature. 

[rugerskick]

I would not do a refund without them filing a claim.  This is potentially a scam.  Its like I want a partial refund and keep the item scam.  Only they want a full refund without goign through the process.  

Check ith the carrier about tracking, they should be able to give you something.  If its usps they photograph items that go through their processing systems.

[rugerskick]

Feedback is not supposed to be used as the place to first state an ongoing order problem.  IE you are not supposed to use feedback as the place to first learn of an order problem.  Thats just not proper communication.   

[downunder-61]

OP you were unlucky enough to score yourself a buyer who jumped into eBay knowing nothing about how it works, and not willing to find out by asking.

Using FB as a communication tool should be grounds for removal of this neg - try social media.

https://www.facebook.com/eBayForBusiness  http://www.twitter.com/askebay

Send a private message.  Include your user ID, email address, phone number, and a brief

message

If it is not removed, I would wear it with pride - the comment they left shows their lack of understanding how things work and would not put me off as a buyer - you could reply very calmly and factually that

''I always stand behind my service and product and would have resolved your issue immediately had you contacted me using the correct channels. In future please contact your seller first, feedback is not for communication''.

[babyabuys]

Always ensure you get a scan from USPS. Wait in line, find a kiosk machine, whatever you have to do to get notification an item was (or wasn't) delivered. It's quite possible this troublemaker received the item and just wants a refund. A normal person with a legitimate claim would just file the case!  The fact they left negative feedback before contacting you is a big red flag, in my opinion. I hope by now Ebay has removed the feedback for you. They're good about taking care of the troublemakers' feedback. 

[a_c_green]

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@babyabuys wrote:

Always ensure you get a scan from USPS. Wait in line, find a kiosk machine, whatever you have to do to get notification an item was (or wasn't) delivered.

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Normally that's true, but eBay Standard Envelopes do not have barcodes, and thus do not have Acceptance or Delivery scans. They have routing codes that enable sorting scans along the way, but that's all.

[danielstcg]

Exactly. Very frustrating that they jumped straight to negative feedback with no claim or message. Told them to open a claim and I will refund and now they just won’t respond. 

[femmefan1946]

Seems like a good reason to never never never use these envelopes.

Americans seem totally fixated on tracking and delivery confirmation , so if the service does not include confirmation, the service is too expensive for what it does.

[fab_finds4u]

eBay is supposed to remove negative feedback that says the seller didn't ship if the seller has tracking showing the seller shipped within their handling time and it was delivered by the expected delivery date.

[johnrj1226]

@danielstcg 

Seems  like this is your resolution

"Shipping protection"

"Although you're responsible for getting the order to the buyer in good shape, each eBay standard envelope shipment includes a $20 shipping protection plan on a single order, and up to $50 on combined orders to help in case of lost or damaged items.

If your buyer claims they have not received the item, we suggest working with them to resolve the issue, and then raise a claim with the included shipment protection to cover your losses.  

eBay’s seller levels and performance standards apply as they would for any typical eBay order\"

Secondly, it seems you have no valid proof you actually shipped the card and I agree with the buyer 30+ days is a long time to wait   to receive a  shipment - unless their was some Mother Nature or forest fire issue or etc.

3.  Buyers and sellers  are under NO obligation to contact the other party before leaving   + or -  FB.   Leaving FB is strictly Voluntary.

4.   You chose the shipper adn are responsible for  the item being delivered in good condition.  If the shipping service you chose was "dicing" on scanning  based on your experience as you seem to indicate - maybe you should have selected a different  service or  carrier - that is you choice.

5.  But your  red hickey will go away in 365 days from the date issued.  We  all have received them warranted or not.

6.

[1tuna]

the way I look at this situation is the buyer is tired of having bad feedback erased

the buyer simple wants the neg to stick

maybe the buyer is OK with no refund as long as the neg sticks around

buyer are privy to the fact that making a problem official at ebay will have the feedback removed

it looks lie you are hung up on bad feedback over $20.tha just how the buyer feels

give back the $20 with a case and the negative will be gone. the buyer knows this and wants to  make sure the neg is going to stick

@danielstcg 

[bashort]

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@downunder-61 wrote:

If it is not removed, I would wear it with pride

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I would respond "lost in shipping buyer refunded" and leave it for you potential new customers to see how you handle a transaction that went bad.

[ittybitnot]

@danielstcg 

The 'standard envelope' is less expensive.  The confirmation of delivery often does not occur.  eBay knows this and expects you to refund:  

"From time to time, eBay standard envelope shipments unfortunately may not track all the way through delivery to your buyer. If your buyer opens an “Item Not Received” request, please work with them to issue a refund in a timely manner. In these cases, you may also consider raising a claim to recover your lost funds."

Sometimes you can better track the package here: 


 https://www.trackmyshipment.co

If your buyer files an INR claim, this is where you make your claim with eBay for reimbursement:


https://www.pip-claim.com/PIPClaim/eBayIntClaim/CreateeBayClaim

[johnrj1226]

My understand of FB removal or revising  can only be done when the seller contacts the buyer.  Re: eBay policy - see link below.   I doubt that  the OP's buyer is willing to do so.  The OP  needs to work it out with the buyers.  .  The buyer apparently did not receive the item as there is no tracking info to validate the deliver per the  OP.  eBay's MBG's  favors the Buyer.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41....

I am not familiar withe  cheap  trading card shipment - never used it but the OP states in his/hers listing the shipment if via stand shipping and ships via USPS First Class - that can mean USPS First Class Package..  If this cheap  service has a tracking  number which it seems it does then the OP should have had it scanned by the USPS.  When I shipped anything I had the package scanned by  USPS by my mail carrier or by the our local PO - never placed in a drop box - that is just my "belt & suspenders" approach - it is 2022 and I like to minimize my risks - 'cause  as a seller your are responsible to  have your purchases delivered - and I don't assume all will be just fine - will never buy my groceries on line (unless I and my wife cannot drive or walk)..  Only had 2  packages never delivered by USPS and they were last seen at he USPS facility in Jamaica, NY - two separate shipments - hmmmm - guess they got on the MTA with Charlie - ref Kingstron Trio song from 1959 was 15 then - saw the Kingston Trio 4 years later at in college - they played  the MTA song then

https://www.google.com/search?client=firefox-b-1-d&q=Kingston+Trio+MTA