Case question

[aldente28]

I just got a note that a case was decided against me.

1. Buyer made purchase and asked that I ship to his post office with a post office hold for pickup.

2. Buyer opens a return request saying order was returned to sender, requests a refund.

3. Per tracking, the order is actually at his post office waiting to be picked up.

4. I tell him this. We go around in circles. He doesn't want to pick up the order, claims "post office can't deliver to his address" when I point out the "Reschedule Delivery" option on the USPS tracking page.

4. He escalates to a case.

5. Case is decided in his favor, despite the fact that the order is STILL sitting at his post office, waiting to be picked up, like RIGHT NOW.

I am livid. I immediately appealed via "email customer service" link (internal ebay "email"). Seems sketchy. I've never done this before and I didn't even get a confirmation email in my message box.

Any thoughts or suggestions?

I swear. I am livid. The order is sitting at his post office. Customer escalated this to a case and Ebay just forced a refund on a return for a package he never received because it was delivered to his post office at his request, and he didn't bother picking it up. And it is still there, waiting for him to pick it up.

I just can't even with this.

[pburn]

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@aldente28 wrote:

1. Buyer made purchase and asked that I ship to his post office with a post office hold for pickup.

 Was his post office's address the one he used as a "ship to" address at checkout? Or did he message you in some fashion with a request to change the address?

[aldente28]

I sell perishable things, and I made "post office hold for pickup" an option at checkout. It's very useful when it's either hot or cold. Buyers can choose yes or no for that option. 

[ra_201044]

This is getting out of hand.

[aldente28]

Here is the package:

December 4, 2020, 2:51 pm
Available for Pickup
TUCSON, AZ 85706

[aldente28]

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@ra_201044 wrote:

This is getting out of hand.

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What is?

[ra_201044]

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@aldente28 wrote:

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@ra_201044 wrote:

This is getting out of hand.

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What is?

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The cases being decided against the seller for absolutely no reason whatsoever.

[lamber9347]

@aldente28 I'm so sorry to read this. Not only do I feel for you but it scares me as a seller to read these types of issues. You did what you were supposed to do, so I don't get it either. 

Since the package arrived at the PO Box, which was the address, wouldn't that count as delivered? If so then buyer never picked it up so should lose MBG status. 

What type of case did the buyer open? It can't be an INR as they never picked it up and tracking would show it arrived at address. If it was a return than aren't they supposed to return the item with tracking? 

[kensgiftshop]

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@aldente28 wrote:

1. Buyer made purchase and asked that I ship to his post office with a post office hold for pickup.

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Did the buyer use their PO box address when they paid?

If they used their street address and you shipped to their PO box, you would loose the case.

[fjbet13]

The bots are looking for a delivered scan from USPS. Any thing else it is not delivered. I sympathize with all of you sellers out there. I am a buyer only and can’t believe some of the unfair treatment you get. I would hope a human CS would fix this

[aldente28]

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@lamber9347 wrote:

@aldente28 I'm so sorry to read this. Not only do I feel for you but it scares me as a seller to read these types of issues. You did what you were supposed to do, so I don't get it either. 

Since the package arrived at the PO Box, which was the address, wouldn't that count as delivered? If so then buyer never picked it up so should lose MBG status. 

What type of case did the buyer open? It can't be an INR as they never picked it up and tracking would show it arrived at address. If it was a return than aren't they supposed to return the item with tracking? 

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It wasn't shipped to a PO box. On my listing I have the following option: "Post Office Hold for Pickup". It's common with what I sell because my items are perishable, and when it's hot or cold, people often want to have it go to the post office rather than going out for delivery in the freezing snow or blistering heat.

So when you print a label with a post office hold, you enter the buyer's shipping address and USPS automatically chooses the nearest post office. The buyer's address is on the label, but the package goes to the post office.

He opened a return. I believe this was possible because ebay considers orders "delivered" when they go to the post office. 

[aldente28]

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@kensgiftshop wrote:

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@aldente28 wrote:

1. Buyer made purchase and asked that I ship to his post office with a post office hold for pickup.

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Did the buyer use their PO box address when they paid?

If they used their street address and you shipped to their PO box, you would loose the case.

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I shipped to his address but chose the "post office hold for pickup" option for the label. When you do this, USPS determines the nearest post office and sends the package there. The customer's name and address is on the label, which is how they determine who can pick up the shipment (a photo ID is required)

[greatmidwestcoin]

SOLUTION: Always ship to the payment address.  You have a unique issue with perishables which will allow you to get into these issues. That's something you will just have to realize if you don't ship to the payment address. I would automatically ship to the payment address if I was in your shoes.  Leave it up to the buyer to instruct their PO to hold their mail if they want.  That would get you out of the return or not picked up problem like this. It takes the monkey off your back and puts it on your buyers. Do you ship spaghetti? I'll order some. 🙂

[lamber9347]

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@aldente28 wrote:

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<snip>

He opened a return. I believe this was possible because ebay considers orders "delivered" when they go to the post office. 

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That's my point, it was considered delivered. Buyer than opened a return case so if you sent a return label they would have to pick up the item in order to return it with tracking. They have a time limit on when they must show tracking on the return. So how did they win the case, did you not accept the return? 

[greatmidwestcoin]

I don't believe it was a PO Box address, just a hold for pickup.