HELP intercepted at last min!

[threequarterperformance]

So this is a first for me. After years of selling on eBay. 

A few days ago I sold a very expensive jar of face cream to a buyer for $170.00. There were no messages, questions or best offers. It sold through buy it now. I shipped it the next day priority with signature confirmation. 

24 hours later I get a message almost illegible and with bad spelling.  The message reads more or less about the type of face cream I sold. I told the buyer that I had already shipped the item and it’s on it’s way. That they will receive the exact item in the photo. 

Now im getting messages claiming it was falsely listed and that I didn’t type certain words into my listing title. So I respond saying that if it is indeed the wrong product at the fault of my own I will accept a free return. And off they go with nasty messages.... 

I head over to a PC to see this characters “feedback left for others” unfortunately the eBay app doesn’t allow viewing of this. I counted multiple negatives, strange positives that could be misconstrued as blaming other sellers for the death of her dog. There were a few false positives left by other sellers with power seller status, at their risk to basically warn others. Threats and supposedly the buyer called police. She claims many of her purchases are “counterfeit” 

So here I am kicking myself. For not reviewing this feedback prior to shipping. If she is not scamming me I’m sure this will result in my first negative. 

So she continues to message me and wants her money back NOW! She doesn’t want to have to go to the post office to return it when it arrives. So basically she’s requesting a refund before it gets there! 

After seeing it tracked into Manhattan (I’m in Queens) I decided to go online and request the package get intercepted back. It qualified but hasn’t had any updates besides bouncing around to other distribution centers. 

I wanted to be relieved that I avoided this nightmare but now I fear a failure through the interception. 

My question to other sellers is - What is the success rate of intercepted packages? Has anyone used this last minute? 

Will ebay be kind to possibly remove the negative coming my way? 

I’ve lost sleep and extra money from this nightmare. My fear is that she will recieve it and either open it rendering it of no value or return a counterfeit item in its place. It’s marketed at a value of over $300.00. 

[moo*cow*corner]

--Another General Reply---

I'd still use siggy delivery to keep a temperature sensitive product like expensive face cream from being left on a porch. Especially in a delivery area that has actual winter weather. I'd disclose it in my listing for exactly that reason. To protect the product from freezing solid.

Somebody forgot to re-order the Fahrenheit degrees here in Iowa and we have zero right now!

[berserkerplanet]

>>Somebody forgot to re-order the Fahrenheit degrees here in Iowa and we have zero right now!

But that 0 degrees F temperature is a toasty 255 degrees Kelvin, so it's a day on the beach

[Anonymous]

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@mg152 wrote:

@Anonymous
tyler@ebay
alan@ebay

Any input as to how the op handled this? Or how the op should’ve handled it?

I would’ve done the complete opposite myself. Thank you!

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Hi @mg152, ultimately each seller is empowered to make decisions for their business as they see fit. Cancellations, item not received requests, and potential feedback can all impact a business and a seller is encouraged to keep these potential consequences in mind when making decisions.

If I had been contacted prior to the intercept of this package I may have recommend the seller allow the shipment to be delivered and see if concerns are raised at that time or suggested having the buyer refuse the package if they no longer want it and the seller is prepared to accept the return. Intercepting the package may lead to a poor buying experience in other situations, but from what has been described here it seems like the buyer is already uninterested in completing their purchase and is unlikely to be upset by the package being returned. 

There are a lot of details that would impact how feedback or a possible defect would be handled and I can't say with certainty that there would be no negative consequences in this situation, however, we allow for some wiggle room within our expectations for a seller to make an executive decision. Of course our goal is to promote successful transactions, but this isn't always possible and we understand that. 

If the OP would like specific advice, they are welcome to contact Customer Service for additional review. The only recommendation I would make in closing is to ensure that any concerns are reported using the Report a buyer feature so we can monitor for a pattern of potential abuse and take appropriate action.

[jennzet-0]

I would agree with this for maybe 99 percent of buyers on ebay.

However based on what this seller has shared about this buyer, I would also do all I could to protect my investment as I could not count on the buyer to act responsibly.

[moo*cow*corner]

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@Anonymous wrote:Hi @mg152, ultimately each seller is empowered to make decisions for their business as they see fit. Cancellations, item not received requests, and potential feedback can all impact a business and a seller is encouraged to keep these potential consequences in mind when making decisions.

If I had been contacted prior to the intercept of this package I may have recommend the seller allow the shipment to be delivered and see if concerns are raised at that time or suggested having the buyer refuse the package if they no longer want it and the seller is prepared to accept the return. Intercepting the package may lead to a poor buying experience in other situations, but from what has been described here it seems like the buyer is already uninterested in completing their purchase and is unlikely to be upset by the package being returned. 

There are a lot of details that would impact how feedback or a possible defect would be handled and I can't say with certainty that there would be no negative consequences in this situation, however, we allow for some wiggle room within our expectations for a seller to make an executive decision. Of course our goal is to promote successful transactions, but this isn't always possible and we understand that. 

If the OP would like specific advice, they are welcome to contact Customer Service for additional review. The only recommendation I would make in closing is to ensure that any concerns are reported using the Report a buyer feature so we can monitor for a pattern of potential abuse and take appropriate action.

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Hi Trinton! Thanks for the prompt reply!

I'm asking specifically about the part I have highlighted, italicized and bolded LOL!

I have always thought that if a buyer refused delivery, they are essentially forfeiting their coverage under the ebay MBG. I don't have the policy page link handy, but I'm sure that this is not allowed and is considered bad buyer behavior that is against ebay policy.

What if the seller is NOT prepared to accept the return? For example, a Returns Not Accepted listing, and a clearly stated remorse reason by the buyer. What if the package drops off the face of the Earth and doesn't arrive back to the seller in a timely fashion? Is a seller required to issue a refund for a refused delivery attempt? Can the seller withhold original shipping costs and fees? Are defects assessed?

It doesn't make any sense that a buyer could open an INR or SNAD request if--

   1. They never got the package because they refused delivery, or-

   2. They never inspected the merchandise at all, because they refused delivery.

Can we get some policy clarifications? Thanks in advance!

[tunicaslot]

I agree - we have always told people that a buyer loses their MBG coverage if they refuse a package and sellers have not had to refund if this is the case. This isn't just our experience - this is from many sellers who have had a similar situation and have called Ebay CS - they have been told the buyer forfeits their MGB if they simply do not accept it and have it returned to the buyer rather than accepting it and then opening a return request with Ebay.

[tunicaslot]

meant returned to the seller - sorry folks!

[tunicaslot]

If eBay is going to become even more buyercentric - then these new policies have to be added so sellers know what is expected of them.

I go above and beyond for my buyers. A recent sale I upgraded to priority so that the buyer would get it on time for a party. My personal opinion tho is that Ebay will never lose it's image if they continue to lower the standards and don't make buyers responsible for their actions.  Clothing sellers have lost a lot of business here because of all the other clothing venues that have opened up - and despite having better seller protection and the buyer having to pay a flat rate shipping at one of them - it continues to be popular and profitable for sellers elsewhere and that's a shame as Ebay is also losing money. Sellers can only absorb so much before they can't turn a profit and then will look elsewhere. So again - you'll be losing long time wonderful sellers and you'll have a lot of newbies come on board who don't know policy, abide by policy and make a bad buying experience for buyers.

[mg152]

Thank you! I’ve found that most “bad” buyers aren’t bad buyers at all. They usually misunderstand something or there’s miscommunication etc... I appreciate you weighing in here. 😀

[postingid2017]

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@tunicaslot wrote:

If eBay is going to become even more buyercentric - then these new policies have to be added so sellers know what is expected of them.

I go above and beyond for my buyers. A recent sale I upgraded to priority so that the buyer would get it on time for a party. My personal opinion tho is that Ebay will never lose it's image if they continue to lower the standards and don't make buyers responsible for their actions.  Clothing sellers have lost a lot of business here because of all the other clothing venues that have opened up - and despite having better seller protection and the buyer having to pay a flat rate shipping at one of them - it continues to be popular and profitable for sellers elsewhere and that's a shame as Ebay is also losing money. Sellers can only absorb so much before they can't turn a profit and then will look elsewhere. So again - you'll be losing long time wonderful sellers and you'll have a lot of newbies come on board who don't know policy, abide by policy and make a bad buying experience for buyers.

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They have lost me to selling  - it used to be fun and somewhat profitable, but now, I see it as a loose loose for Sellers and Buyers walking grinning that the two (2) yr old that just had a successful temper tantrum and gotten their way.  

[tunicaslot]

Just tagging but it has been confirmed by someone who knows that if a seller tells a buyer to refuse the package in messages - it would have been fine and the buyer would not lose the MBG. Trinton was absolutely correct - but many of us have thought otherwise all this time.

Also regarding the signature confirmation - the buyer would not have to go to the PO. There is a spot on the form left to fill in a date for your carrier to re-deliver the package.  This is to allow you the ability to pick a date you know you will be home to accept it.  - Obtained from someone who knows a lot more about policy and procedures than I do.