Troublesome buyer keeps claiming his items did not arrive.

[train_slide_central]

I sell slides. I have mostly repeat buyers. I have a buyer who has sent me 4 emails in the last 3 months claiming some of his slides did not arrive. And he will wait like 4-6 weeks before claiming this, even though mail only takes 3 days.  But strangely enough, he will claim one out of 3 did not arrive when they are all in the same envelope.  I know he's full of sh*t so I have just ignored him and he never said any more about them. He is on his 3rd ebay account, because he keeps getting blocked by me and i assume others. 

But now this last time he claims than a whole order of 4 slides valued at $17 from 3 weeks ago did not arrive. I have mailed 4,000 slides to customers everywhere, and he is the only one who has ever said their slides did not arrive. He says he is going to open a claim if I do not make good on it myself. I also mailed another order worth about $25 to him 3-4 days ago, which he should have received today or tomorrow. 

What should I do? I am sick of him. I am sick of his stupid weekly e-mails telling me how to sell slides or telling me I spelled something wrong. He is a pain in the a$$. 

Should I block him today and refund him? Just wait? 

TY, Scott

[pburn]

Is he submitting SNAD disputes? Or have you just been refunding him based on an eBay message to you?

[dhbookds]

I'd certainly block him from buying more......and would have done that after the 2nd claim.......

I wouldn't refund until he files a claim with ebay........he may not if he is doing this consistently and is afraid ebay may boot him.....

I presume you are not using tracking........  If/when he  buys more, I'd certainly mail w tracking at my expense.    

[cynthealee2]

If he's on his THIRD id to get around your blocks I'd report him to eBay.  Go back and find his other ID's and include them with the report.  And next time he buys something on a 4th ID I'd cancel his sale, block him, and report that one... and keep doing it till eBay does something with him.

I'd also see if you can get in touch with some one on the facebook page (use private messages) and see if they can look into this BEFORE he opens the claim.

PLEASE tell me you are shipping HIS if nothing else with tracking.

[myboardid]

Use tracking, send as a First Class package, and be sure to charge for it. And definitely BLOCK him. Also report him for abuse.

[train_slide_central]

I have not refunded him ever. I just ignore him because I know he is just making a false claim. It is all by e-bay email, he did not submit any disputes. This last time he says he will file a dispute, although he has not done this yet.

[train_slide_central]

I have not been using tracking, since I can mail slides for .55, vs $3.00 with tracking. but I probably should.

[cream_couture]

If tracking shows it delivered, I wouldn't refund him. I would block him and only respond further if he opens a case.

[train_slide_central]

Good advice, TY

[train_slide_central]

All slides are sent with first class mail with a single stamp and no tracking unless I get to a higher dollar amount

[myboardid]

Add the cost of shipping to your listings, I bet he will stop buying from you.

[cynthealee2 · Accepted solution]

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@train_slide_central wrote:
I have not been using tracking, since I can mail slides for .55, vs $3.00 with tracking. but I probably should.

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I figured that when I saw the cost of shipping on your items.

But with HIS I would have used tracking on the third order just because of his first and second complaint.

For me personally there wouldn't have been a third order, based on him going around the blocks twice before. (It would have taken the second complaint for me to realize it was the same buyer I had blocked before.)  I would've had his name and addy on a post-it-note on my comp and I would check each order to make sure no more were going to him.

Buyers like him are why my shipping on my cards went from .75 +.05 each additional to 3.50  each additional ships free.

That fool me once shame on you, fool me twice shame on me saying comes to mind.

[shoptalkid]

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@train_slide_central wrote:
I have not been using tracking, since I can mail slides for .55, vs $3.00 with tracking. but I probably should.

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What I and many other sellers of inexpensive items do is set a limit at which the purchase gets a complimentary upgrade to a first class package with tracking.  For examply, any purchase over $12 ... While we may not make as much, it beats have to refund a larger amount for a "lost" envelope.    

[vrie39]

Tracking is the magical powder that when applied to a shipping label allows for misteriously lost items to reappear out of nowhere quite quickly, while simultaneously making this particular problem buyer disappear into oblivion and beyond never to be seen or heard from again.

You have to understand, if this buyer opens a case of INR you will lose without tracking.

Please understand as well, if this buyer doesn't do it someone later down the line will.

It is only a matter of time, sooner rather than later a buyer will open an INR claiming they didn't receive the item and you will be forced to refund.  While most buyers are honest the temptation of performing this dirty little deed is simply too strong for some to resist.

Perhaps you too should try this tracking, its powers can not be overstated.