Package arrived damaged & item missing

[joeanddarra]

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. 

[ersatz_sobriquet]

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@megadestroyers wrote:

"I just don't like to educate them, mega."

One of my first replies to the OP (quick!  What does OP stand for?) was to state it was NOT the sellers responsibilty to educate the buyer. 

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Nothing wrong with educating a buyer, depending on what you mean by that.

Everything wrong with educating a scammer. 

[Anonymous]

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@*eponymous* wrote:

Oh, come on.  No need to tick off the buyer - or make them laugh.  No cop is going to knock on the buyer's door over an ipod.

USPS does NOT always mark packages as damaged/contents missing.

For an inexpensive item, I'd refund and file a USPS claim if you bought insurance. If not, sales involves losing money on a sale now and again.

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@*eponymous*

Correct, no cop is going to knock on the buyer's door over an ipod, however a USPS postal inspector may.  I wouldn't threaten the buyer, but I would let them know they need to retain the package and that I would be opening a case with the postal inspector. 

I wouldn't assume it was the buyer who ripped off the ipod, but the postal service absolutely needs to be notified ESPECIALLY if it was a postal employee involved in the theft.  Regardless of whether the buyer opens a case or not, I absolutely would contact the postal inspector.

[ooak-tammy]

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@emerald40 wrote:

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@*eponymous* wrote:

Oh, come on.  No need to tick off the buyer - or make them laugh.  No cop is going to knock on the buyer's door over an ipod.

USPS does NOT always mark packages as damaged/contents missing.

For an inexpensive item, I'd refund and file a USPS claim if you bought insurance. If not, sales involves losing money on a sale now and again.

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In all my years, I have never received back a damaged letter or package without a sticker or knock on the door from the Post Man/Woman that there was a problem.

I cannot imagine someone delivering a tampered package as if nothing was wrong.

You are right about the hardened scammer, but a newbie scammette  might decide it is just not worth getting caught up in it.

IMO call their bluff, as they are already trying to rip you off so what more damage can they do to you.

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I've received damaged packages that were not stamped and the postman delivered it.  I bought a 

antique sewing machine and it was delivered with a hole going through the bottom of the machine.

Right through the wood case.   It was delivered as usual.  I've received torn open boxes that were

not stamped and the items missing.  I have also received mail stamped damaged once or twice.

You keep screaming "scammer" and it's like the boy who called wolf.  Nobody takes you seriously.

[llllady]

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@ersatz_sobriquet wrote:

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@megadestroyers wrote:

"I just don't like to educate them, mega."

One of my first replies to the OP (quick!  What does OP stand for?) was to state it was NOT the sellers responsibilty to educate the buyer. 

---

Nothing wrong with educating a buyer, depending on what you mean by that.

Everything wrong with educating a scammer. 

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I think educating a potential scammer about what the possible ramifications of their actions are is a good thing. It may keep them from doing it or attempting it again, especially if they know they will end up on the radar of a company/organization that may take action, i.e., the USPS.  

A professional scammer will always find a way, but maybe a would-be scammer will be stopped in their tracks.

[d-k_treasures]

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@wolf*song wrote:

I do understand what you're getting at, and to a degree I agree. But everyone's situation is different, and you're imposing your definition of "impatience" onto the buyer. That term is as subjective as if I were to say "White Castle hamburgers are better than Ex-Lax." Some would agree (wholeheartedly and without hesitation, I might add), while others would not.

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I would agree if you had said Big Mac ..... those you almost need to eat on the throne ....

[copper.boom]

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@ersatz_sobriquet wrote:

Agree with Emerald. 

Scammers are pushy, impatient, and don't use the ebay system in order to stay off the radar. 

Honest concerned buyers are not so pushy, no incessant emails, and open a case, or at least refrain from emailing the seller more than necessary. 

Moreover, USPS does not deliver empty packages without damage notice stickers attached. 

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I agree that this case seems suspicious from the buyer's end based on what we've heard so far. I am wondering if the OP has heard back from the buyer since telling them they filed a report with USPS regarding mail tampering and asking them to hold on to the materials for the postal inspector.

Also for the OP @joeanddarra you may find this link helpful as you get to know the board lingo: https://community.ebay.com/t5/Community-Platform-Feedback/Glossary-of-Terms/m-p/27094182#M3906

Regarding damaged packages, no I have never received an empty package without a damage sticker. Yes, I have definitely received damaged packages without the sticker. The last one was a few months ago where an envelope was completely torn open, not even hanging by a thread. The item was contained inside a plastic bag but it was 95% falling out of the envelope and, to be honest, I have no idea how the item arrived at all considering the state of the envelope. There was no damage sticker.

I took a quick photo and sent it to the seller letting them know the item was great and I was very happy with the purchase, but said they might want to consider using poly mailers for that type of item in the future. The seller was grateful for the feedback.

[moo*cow*corner]

I agree it seems somewhat suspicious.

As for accusing a buyer, I just don't see that. My job is to see what happened to my item. Asking a buyer to follow established procedures to try and suss out what happened accuses NO ONE.

I wonder of an email saying that the OP (seller) will contact Apple with intentions to brick the device might yield some fruit....

[joeanddarra]

Well, the OP (OP = original poster for those of you who may not know 😜 )  is back & needs your help, again. 

The buyer claims she filed a claim with the Post Office. I asked her to share the claim number. Nothing yet. (I filed a mail theft complaint & have a claim number) 

The buyer submitted a return request. Her reason, which bothers me, is that she received an empty package. She didn't say it was damaged & she didn't mention filing a claim with the PO. 

Can y'all help me with how to respond to the return request?  I would really appreciate it. 

[emerald40]

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@joeanddarra wrote:

Well, the OP (OP = original poster for those of you who may not know 😜 )  is back & needs your help, again. 

The buyer claims she filed a claim with the Post Office. I asked her to share the claim number. Nothing yet. (I filed a mail theft complaint & have a claim number) 

The buyer submitted a return request. Her reason, which bothers me, is that she received an empty package. She didn't say it was damaged & she didn't mention filing a claim with the PO. 

Can y'all help me with how to respond to the return request?  I would really appreciate it. 

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bump.  If no response you might want to start a new thread - part 2 and reference this one.

You opened a claim.  So did the Postal Inspector come out and check the packaging.  

What  is his opinion on what happened?

Also upload everything to ebay then call the Resolution Center.  Tell them that this is in the middle of being looked at and you need an extension to get it all sorted out.

Let them know she refuses to give you a copy of the ckaim report.

What did she open the claim as - SNAD or item not received.

[the_fancy_fox]

Since this item can be deactivated, I would email the buyer and let them know that you filed the report and if neither of you hear from the post office in the next few days you will go ahead and report the ipod as stolen to Apple so they will deactivate it.

If they go away at that point, probably a scammer.

If they email you again tell them to file a case with ebay and if they do, refund and be done with it.

I have received packages both ways, one was a lot of 12 CDs in an empty open box with a sticker from USPS on it that said, received empty (then why deliver it?), another in a plastic bag with a sticker saying it was damaged in the equipment, Another in an envelope that was burnt with the same sticker, and three that were damaged with holes in the box (one missing the item) with no stickers.

I guess it depends on who is handling the package.

[emerald40]

Yes, but at least you got a sticker each time advising there was a problem with the package.

And yes, OP,  immediately call Apple and tell them to turn off the IPod.

[badwolf12]

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@joeanddarra wrote:

Well, the OP (OP = original poster for those of you who may not know 😜 )  is back & needs your help, again. 

The buyer claims she filed a claim with the Post Office. I asked her to share the claim number. Nothing yet. (I filed a mail theft complaint & have a claim number) 

The buyer submitted a return request. Her reason, which bothers me, is that she received an empty package. She didn't say it was damaged & she didn't mention filing a claim with the PO. 

Can y'all help me with how to respond to the return request?  I would really appreciate it. 

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@joeanddarra It was suggested on June 16th (5 days ago) that you call Apple to brick the device and notify the buyer that you were doing so. Did you do this and did you notify the buyer? What did they say?

I can't recall - was this package insured?

[moo*cow*corner]

I think OP said it was only insured for the included $50. No extra added.

OP- If you have the time and feel it's worth the effort, you can call the buyer's local PO to see if they really filed a missing mail/tampering claim. In the interest of coordination of claims, you see....and also ask if the packaging has been presented or inspected.

If you end up having to refund, definitely have Apple brick the device.

[garmentvarmint2004]

LYCAN..

But  I do not understand why you spend extra for insurance.IBuyers do not  need insurance.  They have all  the protection  they need  from Ebay and  PayPal.   In addition, in many (most cases)  insurance  won't  protect you  either--unless the buyer  voluntatarily helps  you  with  filing a insurance  claim.   But  they are not   required to do  that.  And most buyers,  if  asked---will  not do  so.

If a seller tells me in his  Listing that he intends to include    iNSURANCE on my  item---I hit the  back button  and will  not  buy  from  that  seller.  Because  I know he intends  to   charge  me  extra  for this.  And  I know it only benfits him (at least sometimes)---but it is of no benefit  to me  at all---EVER!    

[joeanddarra]

Hi everyone,

Once again, I appreciate your great advice. I replied to the request for a refund by sending a message to the buyer, providing a summary of the events, action taken, etc. (sending a message was the only option, other than refund payment, refund partial payment, etc.)

Anyway, I heard from the buyer today, who heard from the post office & they processed a refund of $50, the insurance. 

What I don't understand is that I didn't receive a response from the USPS, and what do I do know that the buyer received the insurance? (it doesn't cover the full purchase price)

Can anyone help?