eBay

kiddiewinks2008 · ‎07-24-2017

A buyer who bought an item from me wants a refund as they claim to have not received the item. They are from Germany and bought the item on 7th June. They have opened a case in the reolution center. This is the first corrospondance i have had. Are the entitled to a refund after this length of time?

chinohighcowboys1963 · ‎07-24-2017

If you can't prove delivery via a tracking number, then, yes you must refund.

Nothing tastes as good as being thin feels.

plumbingspecials · ‎07-24-2017

You will not have this problem if you do not ship internationally. The system is too flawed still for all that risk.

kiddiewinks2008 · ‎07-24-2017

Even though the buyer has left it to open a case after more than 30 days?

myescape · ‎07-24-2017

The 30 count starts on the last estimated delivery day

This is a user to user board not eBay employees.
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When people show you who they are, believe them

orangehound · ‎07-24-2017

@kiddiewinks2008 wrote:
A buyer who bought an item from me wants a refund as they claim to have not received the item. They are from Germany and bought the item on 7th June. They have opened a case in the reolution center. This is the first corrospondance i have had. Are the entitled to a refund after this length of time?

If you used the GSP, then it depends. I am not sure if the Global Shipping Program works the same for you in England, but in the US we are only responsible for getting the package to the GSP center. If the package is lost after that, then it is the buyer's responsibility.

mr_lincoln · ‎07-24-2017

@kiddiewinks2008 To cut down on the guessing, speculation, etc. would you be able to supply some more information:

1. did you use the Global Shipping Program?

2. if not, did you ship with delcon (USPS) electronic tracking (USPS First Class International Package) - up to 4 lbs

3. What was the original estimated DELIVERY date? AND, was the claim opened in eBay's Resolution Center or PayPal's?

4. I assume the Buyer is asking for a Full refund not a partial?

Regards,
Mr. Lincoln - Community Mentor

kiddiewinks2008 · ‎07-24-2017

Giving an estimated delivery time of 9 days (according to ebay), the buyer is still 9 days outside the the 30 days.

Anonymous · ‎07-24-2017

@kiddiewinks2008 wrote:
A buyer who bought an item from me wants a refund as they claim to have not received the item. They are from Germany and bought the item on 7th June. They have opened a case in the reolution center. This is the first corrospondance i have had. Are the entitled to a refund after this length of time?

The buyer doesn't want to return the item, they want a refund because they say they haven't received the item. It appears your shipping estimate to Germany is 3 to 6 days so they should be able to open an INR case for up to 36 days... I believe that is how it works on eBay. You should be able to get the case in eBay's resolution center closed down in your favor.

HOWEVER, your buyer can file with Paypal for up to 180 days and unless you have tracking that shows delivered, you WILL lose.

Then of course since both of you are in the EU, you are required to follow the EU consumer directive:

http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32011L0083&qid=1403274218893

The EU consumer directive states that a buyer can return any item for a full refund including original shipping for 14 days provided the seller has their rights posted in the offering. If the seller does not have their rights posted in the offering and is a business seller, the buyer has 1 year and 14 days to return the item. You are both registered as a business seller and have had sufficient volume to qualify as a business seller. I did not see where you have posted the buyer's rights under the EU consumer directive in your listings, your store page or your about me page. I can't remember how this applies to items not received, but I'm certain it is similar which means the buyer probably has 1 year and 14 days to claim they didn't get the product.

Hope this helped

Anonymous · ‎07-24-2017

@plumbingspecials wrote:
You will not have this problem if you do not ship internationally. The system is too flawed still for all that risk.

The OP appears to be in the UK

Anonymous · ‎07-24-2017

@chinohighcowboys1963 wrote:
If you can't prove delivery via a tracking number, then, yes you must refund.

NOT ON EBAY if it is beyond eBay's MBG period. That statement may be valid for other reasons, but certain not on eBay. Morally might also be another issue.

kiddiewinks2008 · ‎07-24-2017

Mr Lincoln

1. I do not us the global shipping programme.

2. I did not use electronic tracking.

3. The estimated delivery date was 16th June and the claim is in ebay resolution center.

4. The buyer is asking for a full refund ckaiming they did not receive it.

green-night · ‎07-24-2017

@plumbingspecials wrote:
You will not have this problem if you do not ship internationally. The system is too flawed still for all that risk.

What part do you think is flawed?

Anonymous · ‎07-24-2017

@kiddiewinks2008 wrote:
Mr Lincoln
1. I do not us the global shipping programme.
2. I did not use electronic tracking.
3. The estimated delivery date was 16th June and the claim is in ebay resolution center.
4. The buyer is asking for a full refund ckaiming they did not receive it.

As stated, without tracking showing delivery, the buyer has about 4 & 1/2 months to file an INR through Paypal. My advice would be to do yourself a favor and refund.