eBay

gimmeacoldbeer · ‎10-17-2022

Hello,

Sold a phone to an overseas buyer, who had a mail forwarding company in Delaware as their delivery address. Unfortunately, I had misplaced the tracking number and was working with USPS to retrieve it for me (took 2 weeks!). Buyer claimed it didn't arrive although USPS delivered promptly, and ahead of their estimated delivery date (found out after I got the duplicate receipt with the tracking number). USPS also confirmed over the phone that the package was delivered at the stated address per their arrangement with the provider. In the meanwhile, the buyer escalated and I had to refund the amount. Any suggestions on my options?

donsdetour · ‎10-17-2022

No options as you did not enter the tracking number in time.

Why did you not get it off off the order itself??

gimmeacoldbeer · ‎10-17-2022

Hello,

Thank you for responding. I had to mail a bunch of packages so I took this one down to the PO too. Realized there that I didn't do the postage through ebay and thus did it manually, but misplaced the receipt. Had a really tough time getting the post office to retrieve the tracking number. There should be some redress available since it's the buyer's forwarder that lost the package. I checked in with the buyer several times after shipping since the package was delivered well within the promised timeline.

donsdetour · ‎10-17-2022

If you entered it manually (and it was the correct number) you should have been able to retrieve it from the order itself.

Remember that in case such happen in times to come.

You can try and use this to appeal the case:

Note not sure this will work:

How do I start an appeal on eBay?
To start an appeal, follow these steps:

Go to your Seller Dashboard - opens in new window or tab.
Expand Closed without seller resolution to see your options.
Select See cases and find the item in the list.
Select See details and then send us an appeal.

fashunu4eeuh · ‎10-17-2022

There most definitely is something you can do. Your next step is to appeal the decision to eBay. Below is a link with what you need to know. You have a very strong case. Also, review eBay’s Money Back Guarantee policy to see what your rights are in regards to forwarders. It used to be that buyers who use a freight forwarder don’t qualify for the MBG. Good luck!

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

kensgiftshop · ‎10-17-2022

@gimmeacoldbeer

When a buyer files an INR, you only have 3 days to respond to the case and upload the tracking number to show it was delivered to the address given during checkout.

Did you respond to the INR case at all?

Have a great day.

oldwestgold · ‎10-17-2022

Just part of the fun of selling to international buyers. I stopped going international decades ago. My world is so much nicer.

gimmeacoldbeer · ‎10-20-2022

Hello @kensgiftshop, yes I did reply multiple times during the course of that window as I was working with USPS to retrieve the tracking number. Unfortunately, it took them multiple weeks (for reasons unknown) to come back to me with the information, and it would have dragged on for more time had I not gone down to the post office after escalating to a supervisor, and refusing to leave without the tracking number. Unfortunately, this was too little too late and I had to refund the buyer the sum of money. Once I received the tracking number, it did say that the package was delivered ahead of schedule. Perhaps I should have selected a different option instead of refunding, till the exact status of the package was known. Any ideas on recourse?

Thank you for your response.

gimmeacoldbeer · ‎10-20-2022

Hello @oldwestgold : Appreciate your input, thank you, but I didn't know of the person's location till during the case was filed by them for a refund. My listing didn't have international shipping either. The delivery address they had provided was a domestic address.

gimmeacoldbeer · ‎10-20-2022

Hello @fashunu4eeuh, thank you for your response! I will most definitely try this and report back. Stay tuned, much appreciated!

kensgiftshop · ‎10-20-2022

@gimmeacoldbeer wrote:
Hello @kensgiftshop, yes I did reply multiple times during the course of that window as I was working with USPS to retrieve the tracking number. Unfortunately, it took them multiple weeks (for reasons unknown) to come back to me with the information, and it would have dragged on for more time had I not gone down to the post office after escalating to a supervisor, and refusing to leave without the tracking number. Unfortunately, this was too little too late and I had to refund the buyer the sum of money. Once I received the tracking number, it did say that the package was delivered ahead of schedule. Perhaps I should have selected a different option instead of refunding, till the exact status of the package was known. Any ideas on recourse?
Thank you for your response.

As far as refunding the buyer, without proof that it was delivered, that's the only option you had.

Now that you have the tracking showing it was delivered, you might try appealing the case.

Since you couldn't provide it in the time allowed, don't know if it'll do any good, but it won't hurt to try.

Have a great day.

a_c_green · ‎10-20-2022

@fashunu4eeuh wrote:
There most definitely is something you can do. Your next step is to appeal the decision to eBay. Below is a link with what you need to know. You have a very strong case. Also, review eBay’s Money Back Guarantee policy to see what your rights are in regards to forwarders. It used to be that buyers who use a freight forwarder don’t qualify for the MBG.

I think that's true, but I don't think Item Not Received disputes (which is what this is) fall under the MBG. That seems more intended to address Not As Described complaints, but in this case the buyer is saying that he never received it.

The problem is not that a forwarder or reshipper was involved, but that the seller simply never uploaded any tracking showing a Delivered status at the Ship-To: address received with the payment. By the time the tracking number was located, the INR case had been closed in favor of the buyer.

fashunu4eeuh · ‎10-20-2022

@a_c_green wrote:
@fashunu4eeuh wrote:
There most definitely is something you can do. Your next step is to appeal the decision to eBay. Below is a link with what you need to know. You have a very strong case. Also, review eBay’s Money Back Guarantee policy to see what your rights are in regards to forwarders. It used to be that buyers who use a freight forwarder don’t qualify for the MBG.
I think that's true, but I don't think Item Not Received disputes (which is what this is) fall under the MBG. That seems more intended to address Not As Described complaints, but in this case the buyer is saying that he never received it.

The problem is not that a forwarder or reshipper was involved, but that the seller simply never uploaded any tracking showing a Delivered status at the Ship-To: address received with the payment. By the time the tracking number was located, the INR case had been closed in favor of the buyer.

Hi yes, thank you, @a_c_green . Want to clarify that it is not just a NAD case that loses benefits when a forwarder is used. Under the Money Back Guarantee, if the item is not received, snd the buyer used a freight forwarder, then the transaction is excluded from the Money Back Guarantee, see below for this exception to an Item Not Received case.

I think the seller should appeal because now he can prove delivery, and because the buyer is ineligible for the MBG.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

The item was sent to another address after original delivery

Covered:

The item was forwarded as part of an eBay program such as:
- Global Shipping Program
- eBay international standard delivery
- eBay Authenticity Guarantee

Not covered: