eBay

greenback89 · ‎09-06-2020

Hello all,

I have a buyer that used Buy it Now on Friday 9/4/20 to purchase a phone (brand new in sealed box, $733 with tax and shipping). I rushed home from work to ship the package the same day. I messaged the buyer letting him know it shipped USPS Priority Mail with Signature Confirmation and provided the tracking information. He later replied in the middle of the night stating that it can't ship with Signature Confirmation and to remove it.

The lack of reasoning for this concerned me but I did look in to it the next morning, and found it could not be changed once in transit. I replied offering options with hold mail and designating an agent to receive or pickup the package if he was unavailable, but that I could not change the Signature Confirmation.

He responded that he would not be home, can't go to the post office, and wanted a refund. However, the item shipped the previous day at this point and the listing stated No Returns. I replied stating this, but that if he could initiate a Cancel Transaction request, I would attempt to have USPS intercept the package and return it to me since he is unavailable to accept delivery, and that his refund would be less the USPS $14.65 intercept fee. I apologized for the inconvenience and explained the Signature Confirmation was added with best intentions to ensure he received his order due to the cost/prevent theft.

He responded essentially saying that he wouldn't pay to intercept the package because he didn't request Signature Confirmation and I didn't ask him if he wanted it.

I've never dealt with a buyer like this, and never heard of someone wanting a refund on a no return listing due to his availability to receive or pick up the package from the Post Office. I'm honestly not sure what his intentions were if I hadn't added Signature Confirmation and how he planned to secure the item upon delivery. He seems to have good feedback/buying history so seems strange. Regardless, I am trying to work with him and avoid negative feedback.

What is my protection as a seller and what options do I have? I wish I never sent the initial message but was just trying to be courteous and thought the person would be eager to get their new phone. I will be sure to state "Signature Confirmation" in future listings...never thought it would create such an issue although understand it may be somewhat inconvenient for the buyer. For a >$700 item really think it's best for both parties.

Thank you in advance for any advice.

jack_bucks_ghost · ‎09-06-2020

I would assume the post office will return it to you after a period of time if the buyer doesn't pick it up. I know that's not ideal, but getting the phone back is top priority. just a thought...good luck with this one!!!

american-photography · ‎09-06-2020

Signature confirmation protects you the seller and the buyer.

I always require signature confirmation for high value items.

If the buyer doesn't sign for it, then let USPS ship it back to you with reason buyer not available, then refund him back his money once you receive it.

Make sure to block the buyer from ever purchasing from you again and note on your listings that signature confirmation will be required.

iart · ‎09-06-2020

Unless it's noted on the item page, before using signature confirmation we'd check with the buyer.

I could see signature confirmation being a huge pain for some people. I could see them making a case that this is changing terms after the sale.

If the buyer refused signature confirmation we'd suggest that non-delivery is their responsibility (tho it probably isn't according to ebay) and just insure the heck out of the item.

gwzcomps · ‎09-06-2020

Buyers who buy high value items and don't like signature confirmation shouldn't buy high value items. These are the same people that will whine and complain if their item gets stolen off their porch. Block them as mentioned above. If they don't accept the package I believe they lose their buyer protection and it will be sent back to you.

slippinjimmy · ‎09-06-2020

@gwzcomps wrote:
Buyers who buy high value items and don't like signature confirmation shouldn't buy high value items. These are the same people that will whine and complain if their item gets stolen off their porch. Block them as mentioned above. If they don't accept the package I believe they lose their buyer protection and it will be sent back to you.

Sellers who insist on Signature confirmation, especially when it's not required for Seller Protection (Under $750) should inform buyers IN ADVANCE that it will be required, The OP makes no mention of a signature being needed in their listing.

Paranoia strikes deep
Into your life it will creep

wesk_36 · ‎09-06-2020

@jack_bucks_ghost wrote:
I would assume the post office will return it to you after a period of time if the buyer doesn't pick it up. I know that's not ideal, but getting the phone back is top priority. just a thought...good luck with this one!!!

In this situation, that would be the best scenario, imo, at least the seller would know that it's the same phone being returned!

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fab_finds4u · ‎09-06-2020

SIgnature delivery is not necessary for the seller to be protected unless the item is over $750.

I agree with the buyer here. Some people work during the hours the PO is open and it could be very inconvenient to go there to sign for a package that didn't need a signature delivery in the first place.. During the pandemic many carriers are signing for packages that require a signature to keep personal contact at a minimum. So it might get delivered without his signature.

You aren't allowed to deduct a charge to Intercept the package when this is your mistake.

I would tell the buyer it might get delivered without his signature and await and see, that you will only refund if it's been returned back to you.

lightlily_arts · ‎09-06-2020

If it were me I would be happy to have signature confirmation to prevent someone from stealing my phone as that actually did happen to me before. It was unfortunate for my seller because it was over $750 and he didn't get signature confirmation.

Personally I wouldn't pay to intercept the phone as that will be added to your out of pocket costs as you cannot charge that fee to the buyer. Let the buyer either return it, or have them refuse the delivery as you are going to need to refund the buyer if they actually decide they don't want the phone. Do not refund before getting your phone back. By the way if the buyer refuses delivery they lose their buyer protection, and you can decide whether to refund the original shipping. I would probably refund the whole amount as you didn't mention the signature confirmation in the listing. Block this buyer from future purchases.

As for negative feedback there isn't anything you can do about that.

Nevertheless, something here just doesn't feel right. Your buyer stated they can't be at home so clearly they do leave the house regularly, and they can't go to the post office?

For future reference, if you plan to use signature confirmation this really does need to be stated in the listing. It is required for items valued at $750 and above. For example, I sold an antique plate valued at $450, and I did ship with signature confirmation as I didn't want it left on their porch. If buyers don't want it they don't have to buy.

kensgiftshop · ‎09-06-2020

@greenback89 wrote:
it shipped USPS Priority Mail with Signature Confirmation and provided the tracking information. He later replied in the middle of the night stating that it can't ship with Signature Confirmation and to remove it.

You should have mentioned in the listing that you were going to require a signature.

Have a great day.

prabutfa0 · ‎09-06-2020

Ebay policy requires signature confirmation for items worth more than $750, not sure whether this qualifies, unfortunately the buyer may have specifically purchased something under $750 just to not have to sign for it... Also unfortunately if the buyer refuses the shipment (by not signing for it) they lose all buyer protection.

Not sure what to tell you, I know what the right thing to do is but the buyer's attitude isn't helping my decision...

Also I wouldn't have told the buyer the item had shipped or anything to do with the signature, let them figure it out, they're more likely to run to the Post Office if they aren't sure what it could be (not to mention ebay tells them it's shipped too).

But that's all water under the bridge...

As things stand I would just wait and see what develops, I most certainly wouldn't cancel or refund until you have the phone back, to say the least...

aldente28 · ‎09-06-2020

You are required by ebay to get signature confirmation for orders over $700.

He will either pick it up and sign for it, or he won't and it will be returned to you.

He doesn't have any options here, beyond standard ebay fare. If you get it back, issue a refund. If something else happens, take it as it comes. If he returns it, accept the return and refund as appropriate.

Also - "no returns" is misleading. He can indeed get a refund for the phone if he wants. Whether or not he has to return the phone to you on his way to getting a refund is up to you. If you accept the return, he will return it and you can issue a refund or ebay will do it for you. If you deny a return, ebay will issue a refund for you and allow him to keep the phone. Those are your choices. "No returns" isn't really one of them. Just fyi.

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