RE: shipped ESE item to buyer's given work address, buyer wanted it shipped to their home address...

[thedisasterpkmn]

original post for context

buyer has opened not one, but 4 claims (there were 4 items in the order). even though people are saying to let ebay step in, prove the tracking, and win the case, from what i understand it will still count as 4 defects on your account if ebay has to step in at all (even if you win). i am a low volume seller and can't afford the penalty fees. should i just refund? would ESE insurance apply if the claim and refund is used as proof that the item wasn't delivered?

[ebooksdiva]

If you upload tracking for each item and you win you will not get a defects for it. You don't want or need eBay to step in. As long as you're putting tracking showing delivery for each item into the cases you'll win.

You can't file insurance claims for items showing as delivered.

[a_c_green]

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@thedisasterpkmn wrote:

original post for context

buyer has opened not one, but 4 claims (there were 4 items in the order). even though people are saying to let ebay step in, prove the tracking, and win the case, from what i understand it will still count as 4 defects on your account if ebay has to step in at all (even if you win). i am a low volume seller and can't afford the penalty fees. should i just refund? would ESE insurance apply if the claim and refund is used as proof that the item wasn't delivered?

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(Best to hit the blue Reply button in your original posting thread, rather than open a new one here, but let's continue...)

If the tracking shows as Delivered to the City and ZIP of the address you received with the payment(s), then you are in the clear. There is no need to refund, and there are no "penalty fees;" the most you might see is a below-standard rating for a prolonged series of errors, but I don't think one complaining buyer will trigger anything that bad.

Unfortunately I'm not sure that you will have proof of delivery for an eBay Standard Envelope mailing, as those use routing codes on the envelopes rather than actual package tracking barcodes, so in the event you do have to refund the buyer for a supposedly missing eSE shipment, you can then file a claim with eBay for reimbursement. (I'm speaking specifically about eSE mailings, no other methods.)

[kensgiftshop]

As long as you shipped to the address they provided when they checked out, respond to the INR cases and upload the tracking number showing delivery to the address they provided.

If they wanted the items shipped to another address, they should have provided it when they checked out.

[thedisasterpkmn]

i "updated" the tracking for all 4 cases (basically just confirmed the tracking number). i do feel nervous about waiting the 5 days until ebay steps in. but if i let the 5 day period before intervention lapse i should be good anyway?

this morning i was also hit with a listing takedown on the variation listing that the items were purchased from (a whole 'nother headache but trying to find a way to contact ebay about it besides my appeal request that got sent into the void, apparently). the supposed violation was counterfeit items, even though they were clearly stated as handmade customs and the buyers know that, nothing but positive reviews.  i hope that doesn't work against me in these cases.

also apologies for the new thread, i just thought that it would increase visibility over a reply since this is a time sensitive matter. i'll remember not to do that in the future. if i recall correctly forum conversations are boosted when a new reply is added anyway i think?

[stainlessenginecovers]

The 'escalate to ebay' is NOT for you, the seller. It is ONLY for the buyer (yes, you can do it but all it does is hurry/automate AI to just give a WIN for the buyer).

Input the tracking numbers for each and every refund request for non delivery opened, and be done. 

[brightlightbookseller]

There have been times I've asked eBay to step in and help, as a seller.  It's not just for the buyer.

[kalyoth]

Manually add the tracking to each case.

[a_c_green]

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@thedisasterpkmn wrote:

if i recall correctly forum conversations are boosted when a new reply is added anyway i think?

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Yes. 

Okay, if you sent those packages as eBay Standard Envelope mailings, they do not actually have tracking numbers; they have routing codes, which are not the same thing. Neither the carrier nor the post office can scan a routing code; those are read only by sorting machines along the way, and eBay interprets the last scan at the destination facility as Delivered.

However, if the buyer files an Item Not Received claim, I don't think the routing code will be honored as actual proof of delivery (i.e. the way packages with tracking barcodes can be proven), so if eBay does end up deciding in favor of the buyer and enforcing a refund, you can then apply for reimbursement, I think up to $20 per shipment. I have not had to do this myself so I do not know the finer points. Do not ask eBay to "step in" but let the case advance at its own speed.

[thedisasterpkmn]

it's definitely spottier than something like usps, but i think it's still tracking regardless.

i've had ESE orders stop updating tracking midway but buyers leaving positive feedback that they got the item.

this item in particular has a full tracking history up to it being delivered. i'm not sure if there's any other way i can prove it's been received. if it was lost then that's on whoever was handling the mail, but i don't think usps would claim responsibility for some sort of specialty postage like ESE.

[a_c_green]

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@thedisasterpkmn wrote:

it's definitely spottier than something like usps, but i think it's still tracking regardless.

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It is, sort of. Only sorting machines at sort facilities are capable of reading it, and the one that eventually routes the envelope to the destination PO will call it Delivered. However, if the recipient disagrees and files an Item Not Received claim, you will need to refund and then apply for reimbursement.

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@thedisasterpkmn wrote:

i've had ESE orders stop updating tracking midway but buyers leaving positive feedback that they got the item.

Right. The carrier didn't (and cannot) scan it for Delivery, but eBay will conclude that it arrived, unless or until the buyer claims that it didn't.

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@thedisasterpkmn wrote:

this item in particular has a full tracking history up to it being delivered. i'm not sure if there's any other way i can prove it's been received. if it was lost then that's on whoever was handling the mail, but i don't think USPS would claim responsibility for some sort of specialty postage like ESE.

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Right; they do not, and that is why eBay will reimburse you up to $20 if you have to refund.

USPS will refund for packages with actual tracking barcodes that are scanned within the mailstream but then disappear along the way and never get scanned as Delivered, but eSE mailings are not within that coverage.

[onefootflipper1]

Too many people who don't sell cards chiming in here.

If the standard envelope shows delivered then you are in the clear, doesn't matter how many item not received claims the buyer files. That is the whole reason the standard envelope was invented because of all the Pokemon, Yugioh and Magic card buyers just claiming not to receive every single order they would make.

You will win those claims.  Also, the insurance will not pay for lost cards that show delivered.  It will pay for cards that get an initial scan and never show delivered. 

The standard envelope is one of the only things on ebay that is not "customer is always right".  This one assumes that the customer is lying if the tracking shows delivered, and in my experience they almost always are, as you can literally graph the number of "I didn't get it" claims along with the target age that would be buying the item. Yugioh and Pokemon, outrageous number of claims, Magic the Gathering moderate number, sports cards, zero, never had an "I didn't get it" claim on a sports card because the people who buy them tend to be more mature than committing mail fraud to get a free $6 card.

You can't legally make and sell your own Pokemon cards no matter what you call them, customs, proxies, whatever, all illegal, you don't own the rights. The closest thing you can do is altered art cards where you change the graphic on a real card to something else, but the minute you use that to change it to another card it becomes a counterfeit and not an altered art.

[stainlessenginecovers]

When a buyer opens a 'Not Received' there is NO NEED to NOT answer and try to 'escalate' which will just make you 'late' and ebay will find in the buyers favor because you as a seller didn't bother inputting the numbers and just decided to 'escalate', which can take days.

So, that is NOT for sellers. It is for buyers (99% of the time)