Buyer opened case ONE DAY after item shipped. What would you do?

[kdslovesdolls]

Ok so this started with a postal scanning error yesterday. Carrier scanned "delivered" instead of "picked up." I had three packages to three different customers, all showing the same thing. Subsequent entries show the package progressing through it's normal hub at expected times, so packages are obviously on their way.

First customer to notice was last night.  She simply sent me a message saying "what's up with that" and we chatted back and forth about it and agreed that the rest of the tracking was showing normally so we wouldn't worry about it until there was something to worry about.  All very nice and friendly.

Second customer opened a case against me today. (??!!??) I explained the situation and now just waiting for her response.

Third customer I went ahead and sent a "heads-up" message even though she hadn't contacted me yet. I'm hoping I didn't just confuse her. That's happened before when I've tried to be proactive. 😕

My question is this: Normally when a buyer opens a case without trying to contact me first, unless there's something obviously and terribly wrong (post office ran over their package, etc.)  they go right on my BBL.  I'm hesitant to do this with this buyer. She's not a "regular" but she has bought from me in the past, we've chatted about various other items (always friendly!) and she has the potential to be a future customer too. But opening a case against me, given our history, without even trying to just ask me about it? Admittedly I'm a little hurt personally (cuz my heart is waaaay too involved in my business) but...I'm really wanting some perspective from other sellers about whether to put her on my BBL or not. What would you do? Appreciate any advice. 🙂 

[trustedbasset]

All you can really do is just treat it as any customer. Have her refuse the package an when you get it back refund. If she accepts the package and still returns it refund her. 

I can't understand why a case but maybe she feels proactive too.

[siayan]

I think the tracking will straighten out after a few more scans. Once it does you can call ebay and explain it and enter the tracking number. They may close the case for you. See what it does first and be careful letting them escalate it unless they understand the situation.

[jonathankirkland]

I understand you're alarmed at the case being opened.

I would say just give it some more time, at least another day or two. Following the tracking and see what happens.

I would be very polite in trying to reassure her the package is on it's way.

And I applaud you for not immediately give a knee-jerk reaction and saying something that you may potentially regret.

I would not block her or take any action other than attempting to follow up while being polite, respectful, professional & most importantly, patient.

[kdslovesdolls]

She just closed her case.  So now I just hold off on doing anything until package arrives. I think we're good, but I guess we will see.

I've been selling on Ebay for 14 years and had more problems, hassles and headaches during the past 3 months than I've ever dealt with before. Lesson for me: Save all that "warm fuzzy" stuff for my shop on "that other site" and keep it strictly business here.  I guess I understand but kinda sad to see the climate change so much. I've met some of my best "doll buddies" here.

[*eponymous*]

This isn't a buyer problem or an eBay-only issue.  It's a USPS-caused issue. The buyer thought she wasn't going to get her item and took proactive action.  It's no different on etsy.

You could have - and can in the future - let the buyer know that it is a simple scan error and that tracking will straighten itself out.

[stoneledge]

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@kdslovesdolls wrote:

Ok so this started with a postal scanning error yesterday. Carrier scanned "delivered" instead of "picked up." I had three packages to three different customers, all showing the same thing. Subsequent entries show the package progressing through it's normal hub at expected times, so packages are obviously on their way.

First customer to notice was last night.  She simply sent me a message saying "what's up with that" and we chatted back and forth about it and agreed that the rest of the tracking was showing normally so we wouldn't worry about it until there was something to worry about.  All very nice and friendly.

Second customer opened a case against me today. (??!!??) I explained the situation and now just waiting for her response.

Third customer I went ahead and sent a "heads-up" message even though she hadn't contacted me yet. I'm hoping I didn't just confuse her. That's happened before when I've tried to be proactive. 😕

My question is this: Normally when a buyer opens a case without trying to contact me first, unless there's something obviously and terribly wrong (post office ran over their package, etc.)  they go right on my BBL.  I'm hesitant to do this with this buyer. She's not a "regular" but she has bought from me in the past, we've chatted about various other items (always friendly!) and she has the potential to be a future customer too. But opening a case against me, given our history, without even trying to just ask me about it? Admittedly I'm a little hurt personally (cuz my heart is waaaay too involved in my business) but...I'm really wanting some perspective from other sellers about whether to put her on my BBL or not. What would you do? Appreciate any advice. 🙂 

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Thanks for emoting.

The buyer did nothing wrong.     She might have handled it differently, but who knows what her knoweledge level about her options were?  

USPS very well may have sent her a Text message and an eMail proudly announcing that her item had been DELIVERED.    She looked around and didn't find it in the mailbox or on the porch. 

She went back inside and turned on her computer or phone to look up the eBay record and and found there that the tracking also said Delivered. 

She reported that  the item wasn't delivered.   

To you that's "opening a case."  To her it's just reporting that her "Delivered" package wasn't delivered.

After the first buyer brought this to your attention, you might have given the heads up message to both buyers 2 and 3.  That might have helped.  Can't say for sure.  

Save the emotions.  The buyer was just trying to make sense of a confusing and perhaps alarming situation.  I'd be confused or alarmed if USPS told me something had been delivered to me and I couldn't find it.  It's much easier to report "i didn't get it" to eBay than it is to the USPS. 

And it all worked out since she closed the "case" promptly.

[lemarcheaupuces]

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@siayan wrote:

I think the tracking will straighten out after a few more scans. Once it does you can call ebay and explain it and enter the tracking number. They may close the case for you. See what it does first and be careful letting them escalate it unless they understand the situation.

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the same happened to me about a year ago.

the packages (2) kept being updated even after being scanned delivered on pick up.

if i were the OP i would wait to the max (days) allowed by the opened case and then enter the tracking #.

(to give time for the package to be delivered).

or do so asa it is delivered.

then call ebay and have the case closed into my favor.

i would also contact the buyer and explain what's going on.

[siayan]

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@lemarcheaupuces wrote:

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@siayan wrote:

I think the tracking will straighten out after a few more scans. Once it does you can call ebay and explain it and enter the tracking number. They may close the case for you. See what it does first and be careful letting them escalate it unless they understand the situation.

---

the same happened to me about a year ago.

the packages (2) kept being updated even after being scanned delivered on pick up.

if i were the OP i would wait to the max (days) allowed by the opened case and then enter the tracking #.

(to give time for the package to be delivered).

or do so asa it is delivered.

then call ebay and have the case closed into my favor.

i would also contact the buyer and explain what's going on.

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It happened quite a bit when they first gave carriers scanners. It's rare now. 

[retrose1]

First off, I block EVERY buyer that files a case.  Whether they stay blocked depends on if I find out I did something wrong.

As far as what i would do......I would stop jumping through hoops and allowing ebay to punish you for something that is totally out of your control.

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@*eponymous* wrote:

This isn't a buyer problem or an eBay-only issue.  It's a USPS-caused issue. The buyer thought she wasn't going to get her item and took proactive action.  It's no different on etsy.

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I disagree, this is an ebay created issue.  ebay has buyers feeling so entitled, by constantly asking if everything is ok and reminding them that they can complain if they are the least bit disastified and promise money back,  that they are quick to dispute rather than ask and sellers so scared that they get on bended knee and pray to whatever diety they believe in that they don't get a scammer AND that the PO won't make a mistake that will cost them their discount.

And it doesn't happen on Etsy all that often.  In the over 3,000 transactions I have had there I think I have had maybe 10 cases there.  If there is a problem, they send me a message and we work it out.

[d-k_treasures]

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@*eponymous* wrote:

This isn't a buyer problem or an eBay-only issue.  It's a USPS-caused issue. The buyer thought she wasn't going to get her item and took proactive action.  It's no different on etsy.

You could have - and can in the future - let the buyer know that it is a simple scan error and that tracking will straighten itself out.

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Yes, it's a USPS-caused issue, however, ebay doesn't help at all since any checking of the tracking number on ebay will not show any other movement - it will need to be tracked via USPS.

[siayan]

My bills depend on my sales on eBay. If I have to jump through a few hoops or stay on top of a few problems I don't have a problem with that. 

[pf9000]

Can't you just wait a little longer. Ebay does give you some time. After it arrives, you will have Delivery Confirmation, and the issue will be pretty much settled.

[3714508518]

I had a package delivered to me today, and I couldnt even find somewhere that it would be possible to open an INR case.  Maybe I have to wait till the next day. I have had it happen to me as a seller before though. You would think that someone would be able open a INR case on an item shown as delivered (using ebay shipping label. But then again this is ebay. ...

Anyways the buyer was just following what was shown on their screen. "Click here if you didnt recieve your item" To them it like sending a polite message wondering where the item is. They dont get to chose from "send a message to the buyer"  or "open a malicious top rated seller status removing money stealing case." No need to block, especially if they have bought from you before!! 

Like someone said, leave the emotion out of it. Not that I can, I blow a gasket anytime I see a case in my messages or get a neutral or negative feedback. Or have to deal with any of the millions of eBay screw ups.