eBay

joeanddarra · ‎06-16-2017

Hello,

I have a buyer who notified me the item she purchased, an iPod, arrived missing.

The package was damaged - it looks like it was sliced open.

The iPod was rolled in several layers of bubble wrap - the bubble wrap was still in the package.

When I track the shipment via USPS, there is no note regarding damage.

I don't sell very often, and I've never experienced anything like this, as a buyer or a seller, so I am not sure what to do.

I've been in touch with her all week & phoned the USPS. ( The information they gave me wasn't very helpful )

She told me she will give me until Monday to refund her payment.

What am I required to do?

I appreciate any advice you can offer.

Thank you.

wolf*song · ‎06-16-2017

If I misunderstood, I apologize.

emerald40 · ‎06-16-2017

@dorskinny wrote:
@wolf*song wrote:
You're making a HUGE, UNFAIR assumption. The OP hasn't even hinted they're being "ripped off". Putting bad ideas into the OP's head is irresponsible and unwarranted.
Emerald isn't saying to accuse the buyer of the theft....

Exactly and thank you.

You are telling the buyer that this needs to be looked into.

ersatz_sobriquet · ‎06-16-2017

I agree with contacting USPS and telling her you are going to do that. USPS does mark packages as damaged and contents missing. They do not deliver empty packages without this sticker attached.

I think she's trying to steal from you, plain and simple.

joeanddarra · ‎06-16-2017

Thank you. I haven't done any nudging. The buyer has emailed everyday, at least once a day, sometimes more, asking for an update & when I will refund her money.

Do you have the number to call eBay? I haven't been able to find it under the Help section.

emerald40 · ‎06-16-2017

@*eponymous* wrote:

Your lack of experience in receiving a damaged package doesn't negate the occurrence of damaged packages that are delivered without labeling.

Making preposterous threats does not give the seller a tool to help convince the buyer to hold on to the packaging in case USPS wants to examine it!

Losses are absolutely part of running a retail business. A seller who accepts that is much more able to think and act calmly.

I have to go to the PO tomorrow to drop off some packages and I am going to ask what their protocol is when a package has been damaged? Do they just drop it off as if nothing is wrong or do they alert the receiver.

megadestroyers · ‎06-16-2017

Here's something you might consider.......

Last Oct I had issues with packages being "misdelivered", etc. A handful over a very short period of time. Too coincidental. I wrote the Post Master General expressing my concerns that my mail wasn't getting to me, concluding that possibly someone with sticky fingers was on to the fact that packages with ebay shipping labels might just contain goodies.

Without getting too far along with it..........the Post Office does seem to take seriously issues with possible in-house theft. Who knows. There may be previously reported issues.................

For the cost of a stamp, worth the effort.

emerald40 · ‎06-16-2017

@ersatz_sobriquet wrote:
I agree with contacting USPS and telling her you are going to do that. USPS does mark packages as damaged and contents missing. They do not deliver empty packages without this sticker attached.
I think she's trying to steal from you, plain and simple.

Exactly. I cannot imagine USPS knowingly dropping off an empty package as if nothing was wrong. And if the item fell out in transit, the bubble wrap it was wrapped in should have been missing as well.

And again I was not accusing her of theft only that for the protection of everyone involved, this matter needs to be looked into.

emerald40 · ‎06-16-2017

@joeanddarra wrote:
Thank you. I haven't done any nudging. The buyer has emailed everyday, at least once a day, sometimes more, asking for an update & when I will refund her money.

Do you have the number to call eBay? I haven't been able to find it under the Help section.

This buyer seems to be a bit impatient imo as if she does not want the seller to look into the matter to see what happened.

OP we cannot post numbers here, but if you google it it will come right up.

wolf*song · ‎06-16-2017

You're not coming across as unfair. You're coming across as a seller who wants to keep her buyer happy.

I've lost two very valuable items, one to the losing of the package, the other to USPS negligence. The first cost almost 70 bucks. The other, since I bought insurance, cost me nothing. That was a rare cookie jar, and believe me, I wrapped that thing like a mummy, and they still managed to break it. The buyer took pictures, sent them to me, and I refunded her money right away, BEFORE she could even THINK of filing a case. My issue was clearly with the USPS, and after seeing the evidence, they refunded my money, 118 bucks.

I'm not saying take the loss, but it's clear this buyer isn't going to take responsibility. Personally, I'd end the fight with her, refund her money to avoid a case being filed against you, and take up the fight with the Post Office, making certain to get a statement from the buyer, and pictures. If that doesn't work, you're "only" out 120 and change, but you avoid being out 120 and change with the added bonus of having a ding on your record.

My opinion. Best of luck.

joeanddarra · ‎06-16-2017

Ok. I will contact my local PO & phone the Buyers local PO.

I will contact eBay. (do I file a claim or just alert them to the problem?)

Can someone share a number to call to contact eBay?

Is there anything else I should/shouldn't do?

fern*wood · ‎06-16-2017

I feel it is telling that they haven't opened a case. What does their feedback left for sellers look like?

ersatz_sobriquet · ‎06-16-2017

First the buyer has to open a case, and secondly the seller has to refuse to refund the buyer once the case is opened in order to get a strike on their record.

This buyer is too anxious and pushy to get their money back, yet for some reason they are avoiding opening a case against the seller.

Smells fishy to me.

Buyer can show USPS the package, and if it is a thief, they won't do this, they will stop the complaints and go silent on the seller.

Should a case be opened then seller will probably have to refund, but it depends on whether it is a snad case or an INR. INR seller wins the case because tracking shows as delivered.

megadestroyers · ‎06-16-2017

Edit

But, go to the help/contact tab. There you can make a few selections to help with your call (selling, returns). When done, ebay then gives you the phone number (yeah. I know. They make it sooooooo easy). You'll also get a 6 digit code to use for an ebay callback, if they're really busy. Saves wear and tear on the lobes.

Good luck.

emerald40 · ‎06-16-2017

@joeanddarra wrote:
Ok. I will contact my local PO & phone the Buyers local PO.

I will contact eBay. (do I file a claim or just alert them to the problem?)

Can someone share a number to call to contact eBay?

Is there anything else I should/shouldn't do?

No do not call ebay. No No No.

Just alert the buyer that this needs to be looked into and that you need to call your post office and hers as well as the Police. They will give you a claim no.

Then do NOTHING until and if she opens up a case.

If she does then you have no choice but to refund her.

joeanddarra · ‎06-16-2017

How silly of me to look for the number in the help section before calling on my best friend Google. Thank you. I guess you can see this whole thing has me a bit upset. It was the message tonight saying she hadn't heard from me that threw me off.