*URGENT HELP NEEDED* Buyer claimed item not received as he tossed it to the bin (via phone call!!)

[asianfinearts_1]

URGENT HELP PLEASE!!!
A customer placed two orders from me and I packed them all together and sent in one box. Now the client open a case saying that he only receives one item. This is obviously a lie as they are quite sizeable items and the tracking already show that they received it. There is no way that they dont see the other item.

I rang her just now and she said she didnt realise there was another box underneath and she tossed the box away. I did not have a record of the phone conversation. How can I get evidence for this? What is the usual ebay action on this? The customer opened a case on ebay. 

Please help with this!!! Its an expensive item so I definitely do not want to lose it 😞
 Thank you!!!

[jonathankirkland]

You made a big mistake by "calling" on the phone.

If you can somehow cleverly get her to admit in a message through the ebay messaging system that she threw the other package away, you have a very good chance of calling up ebay and getting her phoney SNAD thrown out. I'd get on this immediately.

Perhaps say something like: "Is there any way you can retreieve from the package you mistakenly threw away?"

Even if you already went through all that in the phone conversation, getting her to admit to it in the ebay messaging system is the key.

PS: In the future you should never, ever contact a buyer from ebay via any means but the ebay messaging system.

[jonathankirkland]

Oh and PPS: Even if you had recorded it, ebay would not consider that evidence at all. The ONLY evidence ebay considers is what's contained within THEIR message system. Period.

[asianfinearts_1]

I learn my lesson. I will never call buyer again. She said most likely she tossed it away but she asked me to call in two hours and check again. But now I will just send her an ebay email to follow up instead of calling. 

[emerald40]

This is why when someone buys from me I never put both items in the same box.

When they are expensive, better to split the shipping cost with them, but send each individually with its own tracking number.

But for your situation, yes what the poster above me said.  Get her to admit it in ebay email.

[jonathankirkland]

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@asianfinearts_1 wrote:

I learn my lesson. I will never call buyer again. She said most likely she tossed it away but she asked me to call in two hours and check again. But now I will just send her an ebay email to follow up instead of calling. 

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So, in that case I would do the following:

Message her in about 2 1/2 hours and say: "Did you find it?"

When she replies back: "No."

You say: "So you're pretty sure you must have tossed it in the garbage then huh?"

And see how she replies. Hopefully she'll admit fault and if she does, then you need to get on the phone with ebay immediately and get to someone who has the authority to close the case in your favor while on the phone with you on the basis the buyer admitted throwing the item in the trash.

[missjen831]

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@jonathankirkland wrote:

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@asianfinearts_1 wrote:

I learn my lesson. I will never call buyer again. She said most likely she tossed it away but she asked me to call in two hours and check again. But now I will just send her an ebay email to follow up instead of calling. 

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So, in that case I would do the following:

Message her in about 2 1/2 hours and say: "Did you find it?"

When she replies back: "No."

You say: "So you're pretty sure you must have tossed it in the garbage then huh?"

And see how she replies. Hopefully she'll admit fault and if she does, then you need to get on the phone with ebay immediately and get to someone who has the authority to close the case in your favor while on the phone with you on the basis the buyer admitted throwing the item in the trash.

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Customer service isn’t going to close the case in the OPs favor inmediately. They can’t until after the 3 day make it right period and even then, the buyer admitting they threw the box away doesn’t prove that the 2nd item was in it. 

[castlemagicmemories]

Always keep all communication on Ebay.  When you call, you have no evidence of what was said, and it becomes a he said/she said or some variation thereof.

You could ask if the box is retrievable if you haven't already done so, through Ebay messages.

Just a thought.  Hope it works out for you.

[fashunu4eeuh]

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@jonathankirkland wrote:

You made a big mistake by "calling" on the phone.

If you can somehow cleverly get her to admit in a message through the ebay messaging system that she threw the other package away, you have a very good chance of calling up ebay and getting her phoney SNAD thrown out. I'd get on this immediately....”

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Just FYI, it is not a SNAD case but Item Not Received case. 

[missjen831]

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@fashunu4eeuh wrote:

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@jonathankirkland wrote:

You made a big mistake by "calling" on the phone.

If you can somehow cleverly get her to admit in a message through the ebay messaging system that she threw the other package away, you have a very good chance of calling up ebay and getting her phoney SNAD thrown out. I'd get on this immediately....”

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Just FYI, it is not a SNAD case but Item Not Received case. 

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Just FYI but the OP actually didn’t say that it’s an INR case. They said the buyer opened a case saying they only got one of 2 items. It could be either SNAD or INR.

[kensgiftshop]

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@asianfinearts_1

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What kind of case did the buyer open?

An item not received or Item not as described?

[asianfinearts_1]

She opened an Item not received case. 😕

so I sent her an email asking if she was able to retrieve the item, no reply 😕

[d-k_treasures]

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@asianfinearts_1 wrote:

She opened an Item not received case. 😕

so I sent her an email asking if she was able to retrieve the item, no reply 😕

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Then all you need to do is put the tracking number into the case - it should be closed in your favor.

Then they can open a SNAD.

[tunicaslot]

I commend you for trying to do the right thing and reaching out to your buyer. In the old days - phone calls were more common as a way of straightening out a situation - unfortunately these days - sellers best defense is keeping communication to Ebay messages.

Some people aren't on Ebay everyday and since you said you'd call her - she may not have seen your message and is wondering why she hasn't heard from you.

Could you tell us if the case opened was for an item not received or a not as described?

[fashunu4eeuh]

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@missjen831 wrote:

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@fashunu4eeuh wrote:

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@jonathankirkland wrote:

You made a big mistake by "calling" on the phone.

If you can somehow cleverly get her to admit in a message through the ebay messaging system that she threw the other package away, you have a very good chance of calling up ebay and getting her phoney SNAD thrown out. I'd get on this immediately....”

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Just FYI, it is not a SNAD case but Item Not Received case. 

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Just FYI but the OP actually didn’t say that it’s an INR case. They said the buyer opened a case saying they only got one of 2 items. It could be either SNAD or INR.

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The OP wrote..”.. Now the client open a case saying that he only receives one item....” so i surmised that to mean INR. Wasn’t being flippant but i was correct.