Item Not Received To Mexico

[grandslam-tennis]

Hi, I am a seller from Australia, sold an item worth $170 and sent the item two days later on the 2nd Jan 2018, The shipping was $30 with a tracking to Mexico. The buyer opened an Item Not Received in middle of Feb. I uploaded the tracking and eBay gives an extension and put the case on hold until early March in the hope the parcel will be delivered by then.

I have also contacted the shipping carrier Australia Post and it launched an investigation with their counterpart in Mexico, but I was informed it might take a while in some cases up to 60 days to investigate. I was told maybe due to storm and eartquake that hit Mexico a few months ago damaged the infrastructures and slow down the delivery. Tracking in past few weeks says on its way,

I certainly can't wait that long to get the outcome, so my question is what is the best thing for me to do in this case as a seller. Do I refund the buyer before the case deadline 4th March? Or do I wait until the deadline for eBay's decision in favour of buyer or seller?

If I give refund before the dateline or I lose the case from eBay' decision, will I be protected by PayPaI under the seller protection? Iam eligible for seller protection. How to go about it regarding the seller protection.

I have a compelling evidence that I have posted the item but at the same time I believe the buyer has not received the item and it has been nearly two months now.

This is the first Item Not Received case in my selling history, I don't have much experience and also it is international sale so it is a bit complicated.

Thanking you

[southern*sweet*tea · Accepted solution]

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@grandslam-tenniswrote:

. Do I refund the buyer before the case deadline 4th March?  Yes Or do I wait until the deadline for eBay's decision in favour of buyer or seller? If you wait, you WILL lose and you WILL get a fatal unresolved case strike.

If I give refund before the dateline or I lose the case from eBay' decision, will I be protected by PayPaI under the seller protection? No Iam eligible for seller protection. How to go about it regarding the seller protection. What seller protection? If you cannot prove delivery  you will lose every time, be it Ebay or Paypal.

I have a compelling evidence that I have posted the item but at the same time I believe the buyer has not received the item and it has been nearly two months now.  If your buyer does not receive the item, shouldn't they receive a FULL refund?  The buyer not receiving an item is YOUR problem, not theirs. It's a risk when selling domestically, and an even bigger risk when selling internationally, especially to countries with less than stellar postal systems.  Don't sell items you cannot afford to lose, and don't ship to questionable countries.

This is the first Item Not Received case in my selling history, I don't have much experience and also it is international sale so it is a bit complicated.

Thanking you

 Sorry I don't have better news for you

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[smenkveld]

Without online proof of delivery you will need to refund and there is no seller protection for you from either ebay or paypal without online proof of delivery.

To save yourself future headaches quit selling to Mexico it is failed corrupt country controlled by the narco’s.

[grandslam-tennis]

 Thanks for your time and help. Just want to be clear on that.

[grandslam-tennis]

Follow up:

The parcel has been delivered and signed by the recipient on the 2nd April 2018. It has taken three month from Australia to Mexico. Tracking completed.

On the 2nd Jan : I posted the parcel

12th  Feb              : Contacted the carrier and started investigation

1st March             : Refunded buyer

12th March           : Item arrives in Mexico

13th March           : In custom

22nd March         : Completion custom processing

2nd April               : Delivered and signed by recipient

During the investigation I have informed buyer all the follow ups by the carrier and buyer said he will reimburse the money once item arrives but now has stopped responding after the parcel arrived

In short,  the buyer got the item and his money back. And seller left empty handed due to carrier delay.

Unfair? nothing we can do

Thank you

[tunicaslot]

I didn't see your original thread and am so sorry that happened to you! Had I seen it - I would have suggested - recalling the package (there is a fee - but for the item sold at $170 - it'd be worth it!) and refund the buyer. Seldom do buyers pay for INRs after they are received - which is sad as I like to think most people are good. 

[chrysylys]

We keep hoping that with the new payment gateway they'll find a way to re-debit the buyer in these cases.  But we're not holding our breath.

[grandslam-tennis]

Hi tunicaslot,

How to recall package?  Do I do it from where I send it ( in my case in Australia) or destination country? I have never done it before, it is good for me to know for future reference. Thanking you in advance

[stac_mazz]

eBay should not allow any selling to Mexico this is what always happens and EBAY still lets it happen. Sellers loose criminals get products. NEVER sell to Mexico