So I had a customer in Canada, who purchased things periodically for the past year. A couple months ago they made an INR claim. In Canada, packages sometimes get scanned delivered before the delivery occurs (like while it's on the truck or at the post office... I have a recollection of something showing as delivered to my house and the package arrived a few hours later, I had called Canada Post to verify the process to make sure this package wasn't misdelivered to the neighbour's house, and they explained this bit to me, I was reminded of it again with my customer's INR when his items were scanned at the post office before delivery).
So he filed an INR, and although I'm not 100% sure what eBay would do, he's a regular and I gave him the benefit of the doubt and refunded him. He asked me to undertake an investigation with Canada Post to try and find his package, but as that takes weeks, not days, I went ahead to refund in good faith expecting co-operation for the investigation.
As it turns out, they couldn't figure out what happened to the package and I was eligible for a refund of the maximum $100 CAD claim (on $89 USD item). Now I've refunded the customer, so he's whole, and all Canada Post needs to do for the refund, is make sure he doesn't have the package by speaking to him. (Meanwhile customer has bought more items from me).
I get a letter yesterday telling me that Canada Post has called him several times (at the phone number he provided to eBay that's on the sales order), and he has not answered his phone or called them back. I gave him the email address of my shipper for him to provide contact information directly to them (they are the intermediary, I use their service to ship with Canada Post, so they file the claim on my behalf and have significantly more clout in helping their customers than I could get if I were to do this myself). The customer did not reply to me, nor did he provide any contact information to the shipper, so I had to go with what was on the eBay account (which I realize might not be correct, but there isn't anything I can do if he's not providing me with current info).
So I decided to block, and I have no problem telling him why if when he tries to buy from me again in the next month, which I'm sure he will, and he asks me why he can't.
Basically I refunded in good faith, I had the opportunity to recover my loss with minimal co-operation with him, he decided not to co-operate. So if this is how it's going to be when his packages aren't delivered that I'm out money when I don't have to be, I don't see why I should keep shipping things to him.
One poster will come along shortly and say "a buyer has no obligation to co-operate in your insurance claim" and my answer is "well I have no obligation to sell things to him then." (And also, I will point out again, he ASKED me to start an investigation... that ends in a claim sometimes).
C.
