Post Office does not deliver item - Seller has to pay - Buyer gets Free Stuff

[weyland_pubs]

Buyer filed "Item Not Received" complaint and I refunded his $18 rather than get a defect (and also lose the $18). The next day he received the item, so I am out the $18.

That was in December. 

Now, another buyer has filed INR and this time it's a $1000 item.

 The tracking I get when I click on the "Orders" page:

"December 25, 2020, 1:52 am

Arrived at USPS Regional Facility
LITTLE ROCK AR DISTRIBUTION CENTER"

The tracking info from the USPS website:

"December 29, 2020
In Transit, Arriving Late
Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility."

I uploaded the tracking number but the complaint is still there. No response from the buyer.

I get the feeling I'm the victim again, of "social justice" - I am held responsible for the actions (or lack of action) by someone else.  I paid $500 for this item, and this buyer will get it for free. Or, if I don't go along with the guidelines and TOS - item not delivered within 10 days -  I will get a defect and the buyer will still get it for free, because Ebay will refund the money anyway and the buyer will probably get the item sooner or later.  

Ebay is "not available" for telephone chat. No help there.  

I've been with Ebay for more than a decade. I've always been able to work things out. But blaming me for someone else's mistake, and refusing to communicate about it, is outrageous.

And add two more packages, one $50, and another $150, at present, the buyer has not received that are over 10 days past due.  I had to send replacement for one, the other has not filed INR yet.

Any suggestions on how to make this go right ?  

[bmart1515]

Very familiar with the scenario you write .... USPS has been awful last 2 months or so with late/delayed shipments.  Never seen so many screwed up deliveries. 

Ebay supposedly covers you right now for delayed shipments (look in announcements section).

Try shipping thru FedEx if it makes sense to do so.  

No real good answers. 

I feel your pain all to well.

[stephenmorgan]

You have it figured out pretty accurate how it will play out.

Keep trying to get eBay on phone and explain to them before they take action on their own.  Ask them to check status of Tracking Number.

[weyland_pubs]

What's wrong with this is there are two big guys  - the Post Office and Ebay - blaming the little guy - the Seller.

Ebay demands that the seller be responsible if the item is not delivered or delivered late, although the seller has no control over the Post Office, over how and when the item is delivered. 

If the Post Office does deliver the item, and the buyer has already been refunded - Ebay does not step in and request (re)payment from the buyer. The seller has to somehow get payment on his own. And at that point, the PO can rightfully deny a claim, since they did deliver the item.

So, Ebay and PO both deny their portion of responsibility and the seller has to take full responsibility for something over which he has no control. Since there is no big union of sellers to confront the USPS and Ebay, that leaves it to government, and inviting them into this would likely make it worse.

Ebay can at least do one thing - extend the shipping time delay allowed from 10 to 30 days, to more accurately reflect the reality of the length of the shipping delays the Post Office is encountering.

[pineapple1951]

If the buyer is refusing to “talk” to you, by messaging or smoke signals, they are being unreasonable and  notifying eBay should help, if explained in a way they can understand. EBay usually will step in if the buyer/seller can not resolve it (sale) themselves. You’ve been here long enough to know “the buyer is always right”! This is part of the gamble you take while on eBay, after the carrier takes possession of your package, you’re depending on them to do their promised duty; to deliver said package ,in the same condition, and in a timely fashion. Problem is it’s out of your control, but a buyer has the right to demand the item as listed, if damaged in route.If you get a scammer, and your feedback is good, or Top Seller ,eBay should stand in the middle, like a judge in court.Sadly, this is not how eBay operates.It’s almost a haven for thieves and rip off artists.When you have expensive items for sale, it would be worth your while to check out your customers. I know this is a hassle, but simply looking at their feedback could help you weed out the bad apples. I know I would be upset if I was honest and was being taken advantage of.( Matter of fact, read my posting (REFUND DEMANDED......) and see what eBay went along with!) 

Its always going to be easy for dishonest people to deceive honest people, believe me, I know. Just keep in mind “The buyer is ALWAYS RIGHT ,here on eBay.

[weyland_pubs]

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@pineapple1951 wrote:

I know this is a hassle, but simply looking at their feedback could help you weed out the bad apples. I know I would be upset if I was honest and was being taken advantage of.( Matter of fact, read my posting (REFUND DEMANDED......) and see what eBay went along with!) 

.

How are you getting any useful information looking at their feedback? Buyers can only receive positive feedback, right? 

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[pineapple1951]

Buyers  can receive  reciprocal feedback as well.I don’t automatically give positive feedback to my buyers.If they are unreasonable (about 1 out a 100, but I go overboard being righteous!low prices, great service, great packaging) I don’t say anything but PAID.

[coolections]

I understand you being worried but you are jumping the gun and assuming. Ebay knows mail is arriving late and they are giving sellers more time for the packages to arrive. Also the first one is on you as you are the one to give the buyer a freebie.

[weyland_pubs]

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@coolections wrote:

I understand you being worried but you are jumping the gun and assuming. Ebay knows mail is arriving late and they are giving sellers more time for the packages to arrive. Also the first one is on you as you are the one to give the buyer a freebie.

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I did not "voluntarily choose" to "give the buyer a freebie". The alternative was to refuse to do the refund - then Ebay would step in, refund the buyer and I would  receive a defect - which hurts my reputation and sales. So I chose to "voluntarily" (LOL) refund the buyer rather than receive a defect. Then when the item was delivered the next day, I went to file an appeal and the bot says "appeal not available." 

[stephenmorgan]

"bot says "appeal not available." "

While there may be nothing you can do over the internet you can still call eBay and ask to speak with the office that makes decisions about refunds.

You did nothing wrong so ask eBay to help resolve it.

[epsilon_publishing]

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@stephenmorgan wrote:

"bot says "appeal not available." "

While there may be nothing you can do over the internet you can still call eBay and ask to speak with the office that makes decisions about refunds.

Ebay, Call us - "not available"

[mbjjbtb]

This has become a much larger problem for everyone over the last two months.  One thing you can try is report the buyer first of all.  Ebay only gives certain choices for the report.  However, you can enter your own info as a write in.  Buyers who abuse/misuse the system need to be reported.  If for nothing else it puts eBay on notice as well that we see what is going on.

Next, if you go to the main help area, you may see the transaction in question.  I would click on that.  You have to scroll to the bottom of the help page under contact, but you can have eBay call you.  It's much faster than you trying to call them directly.  If you get the right person on the phone and can explain clearly and without emotion, you may be able to have them give you the money as well.  I know, because I've had to do that once.  Same thing, buyer claimed they didn't receive the package.  A case was opened but then closed the same day by USPS.  There was no way for me to know if the buyer received or not, but I can't get assistance from USPS.  A good eBay manager may give you your money. 

10 days past due is not long enough for buyers to get away with what they are doing to you.  I have found that by updating buyers and letting them know I'm following their delivery, it calms them down a bit.  Sellers should not be held accountable for USPS mess.  

If you need further info, send me a message. I'll help if I can.

Best of luck. 

[stephenmorgan]

"Ebay, Call us - "not available""

Yep, that is a constant situation.  You have to keep checking back. 

Once I submitted the option for a call back with wait time of 45 minutes.  I went to bed hours later. 

In the early hours of the morning I heard my phone ringing but I did not get up to answer it.  I was dead asleep until the phone woke me up.

Next morning I had two phone message and several eMails from eBay telling me I did not answer the call back.  They offered for me to call them back.  I did not see a need to because I was able to resolve the matter I called for.

They called me again later that same day and I was able to talk to them.  

Anyway don't give up, just keep trying until you are able to phone them.

[epsilon_publishing]

You don't understand what's going on. Why should I report the buyer? He's just trying to get his item. He paid $1000 for it. Me, I don't want to lose both the item and lose the payment funds, too. The Post Office is slow to deliver the shipment, because of high volume, so now Ebay jumps on this dogpile with all four limbs, making me the responsible party, when I am NOT responsible. I have no control, over what the Post Office is doing. 

If I do supply the refund, I am out that money, and I don't have the item, either. I'm out $1000.

If I do not supply the refund, Ebay takes the money from my account anyway, and gives me a defect. 

In either case, the buyer gets the item for free.

When I go through the webpages to call ebay, I get the message that calling Ebay is "unavailable."

Some "support". My best way forward is to have my own auctions. Ebay is killing my business.   

[buyselljack2016]

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@coolections wrote:

I understand you being worried but you are jumping the gun and assuming. Ebay knows mail is arriving late and they are giving sellers more time for the packages to arrive. Also the first one is on you as you are the one to give the buyer a freebie.

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If an INR is opened eBay will extend the time out 10 days when the buyer asks eBay to "step in", but when there is no movement shown the buyer will be refunded with no time extension.

"In-transit" is not a scan showing movement, and will not qualify the dispute for an extension.

@weyland_pubs 

On a $1000 item I would go for the USPS "intercept" of the package for a return.

Fee is charged if successful.