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.

llllady · ‎06-16-2017

Did she open a claim, or did she just send you a message, and if so, was it through eBay or was it directly to your email?

If she did not open a case, do no worry about her threat re a refund.

Send her a message and tell her that you will be opening a claim with the USPS. Tell her she should keep the envelope and all of its contents, as the USPS may want to inspect it.

Then wait to see how she reacts/responds.

Come back here with any new developments. There will be lots of help and suggestions for you.

“It took me quite a long time to develop a voice, and now that I have it, I am not going to be silent” ― Madeleine K. Albright

Great! 45.8% down over the same time last year with 2x+ items listed. Are you impressed? I'm certainly not!

emerald40 · ‎06-16-2017

Tell her that stealing mail is a federal offense. That she needs to keep all packaging, as the Police and the Post Office will need to view it. Then file complaints with both of them.

This may make her go away.

Then do nothing until and if she opens a case. Then you will have no choice to refund her, unfortunately.

Make sure to block her and also put her on ebay's radar as a possible scammer.

*eponymous* · ‎06-16-2017

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.

Life shrinks or expands in proportion to one’s courage. ~ Anais Nin

emerald40 · ‎06-16-2017

@*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.

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.

wolf*song · ‎06-16-2017

This is exactly why nothing leaves my post office without insurance, ie Priority Mail. It costs a little more, generally a couple of dollars, but I've never had a buyer balk at it, I'm assuming because they know they're covered, as well as I.

Hope it all works out for you, OP.

And don't make veiled threats about "mail fraud". That's a terrible idea.

joeanddarra · ‎06-16-2017

Wow! I didn't expect such quick responses. Thanks!

She has not opened a case yet. She has been in touch through email via the eBay site.

I've been in touch with her all week and she has replied back to my messages. Then, today, she sent me a message saying she hasn't heard from me and gave me until Monday to refund her money.

The sale was $118.

Should I file a claim, or is there anything I need to do through eBay/PayPal or just call her local post office?

I want to be fair and do the right thing but I know I shipped an iPod rolled in bubble wrap & then packaged in a padded envelope. The package & the roll of bubble wrap arrived. The iPod didn't. Something just doesn't seem right.

wolf*song · ‎06-16-2017

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.

joeanddarra · ‎06-16-2017

I had $50 in insurance on the package but the PO claims the package was delivered without damage.

megadestroyers · ‎06-16-2017

Your best approach, first off, is to do all you can to pursue an insurance claim with usps. Ask seller to provide pics, but do not go much beyond that. It'll take some time, dealing with the usps, just to get the claim completed, and filed.

DO NOT mention the Monday "deadline" your buyer messaged. DO NOT nudge your buyer along as to the ebay refund process. They can figure that out themselves. They may want no part of ebays return process given the shady nature of their issue, this even in spite of ebays bias towards buyers. Also, DO NOT dare bring up Paypal as an option to file a claim. NO NO NO contact initiated with the buyer aside from the request for pics.

I would also get in front of this, and call ebay, and report the buyer pre-emptive to any potential claim. Buyer may have some history they don't want coming out in the wash.

And remember, just because a return request may be opened, that does NOT immediately equate to refund. Lest you're the caving in type.

Good luck.

emerald40 · ‎06-16-2017

@wolf*song wrote:
This is exactly why nothing leaves my post office without insurance, ie Priority Mail. It costs a little more, generally a couple of dollars, but I've never had a buyer balk at it, I'm assuming because they know they're covered, as well as I.

Hope it all works out for you, OP.

And don't make veiled threats about "mail fraud". That's a terrible idea.

Why would it be veiled. I am telling the OP to actually file with the Police and USPS. If someone is cutting mail and taking out the item, I am sure both would want to look into it.

We had a situation in my home state where SS checks, tax refund checks were being stolen from envelopes. It is only after people started speaking up did the Post Office follow up, and found the culprits and fired them. And the police arrested them.

dorskinny · ‎06-16-2017

@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....

emerald40 · ‎06-16-2017

So did the package slice itself open. And if something did get caught in a machine and fall out, the whole item would have including the bubble wrap.

joeanddarra · ‎06-16-2017

I'm sorry but what is OP?

The buyer asked for her money back the first day she contacted me.

I don't mean to come across as unfair. I came to this forum to ask for help because I've never experienced this before. I have no idea what to do and I want to make sure I do the right thing for the buyer and me, the seller.

I do appreciate your feedback and would appreciate even more your guidance.