Need some advice on handling a bad situation

[bamoore2008]

Hi all,

Our situation is the buyer paid for an listing and requested to cancel due to some unfortunate circumstance, they retracted the request to cancel so we missed the opportunity to send off as it was the weekend. Our listing had a 2 working day dispatch time, with 4-5 working day delivery. The listing was a large lot and we parcelled them up as 2 parcels realising as one it would get beated and easily torn in the post due to the combined shape... problem is we had tracking on one and assumed on both. They received tracking parcel, not the other one.. at the moment. Given the day we sent it it has been 3 working days overdue. Were a bit old for this and rather anxious with the messages and how to deal with this and the request for compensation for late postage and what hasn't arrived. We got the item some moons ago from an auctioneer and the buyer thinks we know how to do everything technical but have tried, were just slow at getting there. Its been rather saddening that we had let ourselves down on this. Should we just get ebay to mediate this? Can you do it somehow on the listing? Just want it put to bed and move on.

My thanks in advance,

Bamoore2008.

[coffeebean832]

I’m having some trouble following your post @bamoore2008- are you saying you purchased one shipping label and printed 2 copies- using it on 2 boxes? Or are you saying that you purchased 2 shipping labels but didn’t save the tracking number on one of them?

Did the buyer open an item not received request or did they contact you through eBay messages?

[mypostingid15]

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@bamoore2008 wrote:

Hi all,

Our situation is the buyer paid for an listing and requested to cancel due to some unfortunate circumstance, they retracted the request to cancel so we missed the opportunity to send off as it was the weekend. Our listing had a 2 working day dispatch time, with 4-5 working day delivery. The listing was a large lot and we parcelled them up as 2 parcels realising as one it would get beated and easily torn in the post due to the combined shape... problem is we had tracking on one and assumed on both. They received tracking parcel, not the other one.. at the moment. Given the day we sent it it has been 3 working days overdue. Were a bit old for this and rather anxious with the messages and how to deal with this and the request for compensation for late postage and what hasn't arrived. We got the item some moons ago from an auctioneer and the buyer thinks we know how to do everything technical but have tried, were just slow at getting there. Its been rather saddening that we had let ourselves down on this. Should we just get ebay to mediate this? Can you do it somehow on the listing? Just want it put to bed and move on.

My thanks in advance,

Bamoore2008.

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I am sorry, but what label did you put on the packages, the same one? printed twice?.

[a_c_green]

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@bamoore2008 wrote:

The listing was a large lot and we parcelled them up as 2 parcels realising as one it would get beaten and easily torn in the post due to the combined shape... problem is we had tracking on one and assumed on both. They received tracking parcel, not the other one.. at the moment.

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If you made two payments for two labels (as you should), then you should be able to find the second tracking number in your PayPal transactions, along with a confirmation in email that eBay/PayPal sends to the email address that you have tied to your account. 

I assume that the tracking number you're missing is the first one you bought (assuming, again, that we are talking about two separate labels and not just one printed twice), because the record of purchasing the second label can overwrite the tracking number of the first one that was uploaded. Thus you may not be able to find it in your eBay Sold Items listing, but you should still be able to find it on PayPal, since there would be two separate label purchases recorded there, and in also in your email.

Finally, I don't think an Item Not Received dispute from the buyer will actually work for him anyway, because as you said, the tracking number associated with the shipment is the one that's showing as Delivered. He could file a Not As Described dispute as the shipment is incomplete without that second box, but you could request that it be sent back to you before refunding. If he secretly did receive the second half of the shipment, he may be reluctant to actually return the first (trackable) half.

Anyway, go into your PayPal transactions and/or your email, and you should find that second tracking number there.

[turquoisetulips]

 If he secretly did receive the second half of the shipment, he may be reluctant to actually return the first (trackable) half. a-c-green to OP .

True, I'm a bit suspicious of this buyer  because it just so happens the box without tracking is the one he claims he didn't get. It might be true   but how unlikely would that be when both boxes were shipped together ? A few years ago a buyer purchased two jewelry items from me but  a few hours apart  ,, both had free shipping . I had already packed up the first one and created a shipping label  with tracking . Then she decided to buy the second item. So I opened the package and added  it  and taped it back up . I marked the second one as ''shipped '' but back then I didn't know how to add the tracking  number . A week or so went by and this buyer  wrote me to say she got the one item  but the other one [  same one I didn't add the tracking  too ]never arrived and she wanted a refund.  When I replied both items were shipped together in the same package I never heard another word. Tulips 

[turquoisetulips]

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@bamoore2008 wrote:

Hi all,

Our situation is the buyer paid for an listing and requested to cancel due to some unfortunate circumstance, they retracted the request to cancel so we missed the opportunity to send off as it was the weekend. Our listing had a 2 working day dispatch time, with 4-5 working day delivery. The listing was a large lot and we parcelled them up as 2 parcels realising as one it would get beated and easily torn in the post due to the combined shape... problem is we had tracking on one and assumed on both. They received tracking parcel, not the other one.. at the moment. Given the day we sent it it has been 3 working days overdue. Were a bit old for this and rather anxious with the messages and how to deal with this and the request for compensation for late postage and what hasn't arrived. We got the item some moons ago from an auctioneer and the buyer thinks we know how to do everything technical but have tried, were just slow at getting there. Its been rather saddening that we had let ourselves down on this. Should we just get ebay to mediate this? Can you do it somehow on the listing? Just want it put to bed and move on.

My thanks in advance,

Bamoore2008.

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As mentioned in the previous post I'm concerned that your buyer is using to his advantage  the fact  the second box  went without tracking . I would take a-c greens advice and go look up that tracking number  if you can . If it indeed shows delivered as the other box  was then you should report the buyers antics to e bay . Please do not give out even a partial refund  until you can get this straightened out . Good luck with this and I'm sorry this is happening . Tulips 

[moms**art**window**]

if you find the tracking you can manually add it in your all orders area where it shows listing it says (add tracking)

[webwanna]

I don't have much help on the rest as I'm not sure I understand the situation on the two parcels, but....

Increase your handling time.  That should reduce your anxiety a bit moving forward.