eBay

bettimoor-0 · ‎01-02-2021

I issued my first and hopefully only refund for a INR today. I shipped out 6 packages with scans on 12-16-20 and 2 of the 6 are still floating around out there somewhere. When the 10 day mark got close I contacted the 2 buyers with my apologies and ask them if they could be patient a little longer due to the current backlog with USPS. One buyer immediately replied "No problem, we are a business and are experiencing the same delays and completely understand". No response from the second buyer until this morning when they replied " Where is my item, I expected it for Christmas and what happened?" The second item was also a book that was sent Media Mail with free shipping so in the best of times it would probably have never arrived by the 25th. The buyer never mentioned initially that it was a gift needed before Christmas or I would have stated that it would have been highly unlikely to arrive on time. I answered very professionally with a sincere apology and described the ongoing USPS issues and that I would gladly issue a refund and she can also keep the item upon arrival. I stated that as soon as she let me know about the refund I would issue that ASAP. She replied back that she was frustrated, had to scramble to get another gift and would never use USPS only UPS for any delivery. I just replied back that her refund had just been initiated and again I sincerely apologize. My question is, Where has this person been? In a cave? She also saw my shipping choice before she purchased and if I am paying for shipping I can use who the heck I want to when I ship out items. I had about 40-50 packages that have gone out during the month of December and this is the only one that I have had to do a refund for. Some people may not like USPS for whatever reasons but they have helped me tremendously over the last few years as I knew nada about shipping when I first starting selling on EBay and if so far through this entire fiasco I have only had to refund $15.95 then my hat is off to them and I will continue to be a valued customer to the USPS.

lamber9347 · ‎01-02-2021

@bettimoor-0 wrote:
I issued my first and hopefully only refund for a INR today. I shipped out 6 packages with scans on 12-16-20 and 2 of the 6 are still floating around out there somewhere. When the 10 day mark got close I contacted the 2 buyers with my apologies and ask them if they could be patient a little longer due to the current backlog with USPS. One buyer immediately replied "No problem, we are a business and are experiencing the same delays and completely understand". No response from the second buyer until this morning when they replied " Where is my item, I expected it for Christmas and what happened?" The second item was also a book that was sent Media Mail with free shipping so in the best of times it would probably have never arrived by the 25th. The buyer never mentioned initially that it was a gift needed before Christmas or I would have stated that it would have been highly unlikely to arrive on time. I answered very professionally with a sincere apology and described the ongoing USPS issues and that I would gladly issue a refund and she can also keep the item upon arrival. I stated that as soon as she let me know about the refund I would issue that ASAP. She replied back that she was frustrated, had to scramble to get another gift and would never use USPS only UPS for any delivery. I just replied back that her refund had just been initiated and again I sincerely apologize. My question is, Where has this person been? In a cave? She also saw my shipping choice before she purchased and if I am paying for shipping I can use who the heck I want to when I ship out items. I had about 40-50 packages that have gone out during the month of December and this is the only one that I have had to do a refund for. Some people may not like USPS for whatever reasons but they have helped me tremendously over the last few years as I knew nada about shipping when I first starting selling on EBay and if so far through this entire fiasco I have only had to refund $15.95 then my hat is off to them and I will continue to be a valued customer to the USPS.

Congrats to you. You handled this well and professionally. You did the right thing, although I would have allowed the INR case to go through the process as that buys you more time, but still it was your choice. In the end it was only $16 so not really worth the hassles.

Buyers these days use their mobile phones which don't capture the listing correctly. Plus they are in a rush and don't read clearly. Expectations on for two day service on every item they purchase. You cannot please or make them understand. You can only handle things from your side and do what you need to do. In your case it was all good so more power to you. Concentrate on selling and don't allow this silly buyer to live in your head. Best of luck to you....

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lamber9347 · ‎01-02-2021

@bettimoor-0 wrote:
I issued my first and hopefully only refund for a INR today. I shipped out 6 packages with scans on 12-16-20 and 2 of the 6 are still floating around out there somewhere. When the 10 day mark got close I contacted the 2 buyers with my apologies and ask them if they could be patient a little longer due to the current backlog with USPS. One buyer immediately replied "No problem, we are a business and are experiencing the same delays and completely understand". No response from the second buyer until this morning when they replied " Where is my item, I expected it for Christmas and what happened?" The second item was also a book that was sent Media Mail with free shipping so in the best of times it would probably have never arrived by the 25th. The buyer never mentioned initially that it was a gift needed before Christmas or I would have stated that it would have been highly unlikely to arrive on time. I answered very professionally with a sincere apology and described the ongoing USPS issues and that I would gladly issue a refund and she can also keep the item upon arrival. I stated that as soon as she let me know about the refund I would issue that ASAP. She replied back that she was frustrated, had to scramble to get another gift and would never use USPS only UPS for any delivery. I just replied back that her refund had just been initiated and again I sincerely apologize. My question is, Where has this person been? In a cave? She also saw my shipping choice before she purchased and if I am paying for shipping I can use who the heck I want to when I ship out items. I had about 40-50 packages that have gone out during the month of December and this is the only one that I have had to do a refund for. Some people may not like USPS for whatever reasons but they have helped me tremendously over the last few years as I knew nada about shipping when I first starting selling on EBay and if so far through this entire fiasco I have only had to refund $15.95 then my hat is off to them and I will continue to be a valued customer to the USPS.

Congrats to you. You handled this well and professionally. You did the right thing, although I would have allowed the INR case to go through the process as that buys you more time, but still it was your choice. In the end it was only $16 so not really worth the hassles.

Buyers these days use their mobile phones which don't capture the listing correctly. Plus they are in a rush and don't read clearly. Expectations on for two day service on every item they purchase. You cannot please or make them understand. You can only handle things from your side and do what you need to do. In your case it was all good so more power to you. Concentrate on selling and don't allow this silly buyer to live in your head. Best of luck to you....

bigdeals.etc · ‎01-02-2021

Sorry I didn’t bother to read the OP because of the length. But from the context of what lamber replied, I think I got the gist. I’ve had 3 INRs closed and refunded to the buyers only to have the items arrive to the next day... no kidding. All 3. I called ebay to appeal and they did and closed in my favor (as they should).

So for me personally I choose to let the INRs close VS manually choose to refund. I’m banking on the packages are delayed, not lost. I don’t think you can appeal an INR when you choose to refund manually. Plus winning a case (even thru an appeal) protects you from any negative feedback. Manual refunds don’t.

threshold.sales.group · ‎01-03-2021

+1, agree 100%. I think at this point voluntarily refunding any INR case is a big mistake. 99% of the these packages are going to be delivered in the next week or two, so any extra time increases the likelihood that the package reappears. These are not normal lost packages. Voluntarily refund and the seller loses the ability to appeal and all protections.

I have half a dozen inbound non eBay shipments from various vendors all stuck in the same mess and not a single one has hinted at refunding me because shipping is slow. Normal businesses don't do that. You don't get to keep things that you don't pay for. Giving out free stuff as supposed good customer service is an ebay thing.

pooh333piglet · ‎01-03-2021

That's absolutely not a smart choice to go around and contact buyers after 10 days during Covidmas. You got what you deserved.

You woke the bear and he replied. Packages are taking 1-4 weeks and for a few even longer. There was no case, no contact from the buyer even. The buyer wasn't even rude when poked. Asked a question and you ran with fear and refunded.

It puts an unrealistic expectation on other sellers that this buyer will have.

I have used media during Covidmas with no issues. Great delivery. I think it was 8 packages. Not a ton but all media got promptly delivered while priority packages sat and sat and sat.

brwil85 · ‎01-03-2021

Wow. Why? You still have plenty of time.

On the day before buyer can escalate case, contact eBay customer service and ask them to put case on hold for 10 days.

These packages are getting through. 300,000+ people are dead from COVID-19. Every store is closed, no holiday shopping, everything was ordered online.

Our heroic president who loves every American did try to help by appointing a UPS shareholder as postmaster general who proceeded to immediately start removing sort machines.

These people just need to shut the f*ck up and wait.

bettimoor-0 · ‎01-03-2021

I was trying to be proactive and contacted her and the other buyer just to let them know that I was watching out to see if the items had been delivered. The other buyer as stated said no problem, this buyer made me feel like sh-t and wanted me to do a lost package search which I was not going to do because like you all are saying the items are not lost just late. I guess reading all the nightmares on here in the past couple of weeks made me jump the gun to refund her. I was going by the 10 days since a scan rule and I did not know you could get an additional 10 day extension. I still feel lucky compared to some sellers situations and she sent me a reply today saying it wasn't my fault after all the other things she said, so who knows she may send me another payment. I felt like it was damned if you do and damned if you don't. Oh well live and learn, most of us do not agree with what EBay makes us do at times but we just go with it.

bettimoor-0 · ‎01-03-2021

I thought this was EBay LOL

bigdeals.etc · ‎01-04-2021

@bettimoor-0 wrote:
I was trying to be proactive and contacted her and the other buyer just to let them know that I was watching out to see if the items had been delivered. The other buyer as stated said no problem, this buyer made me feel like sh-t and wanted me to do a lost package search which I was not going to do because like you all are saying the items are not lost just late. I guess reading all the nightmares on here in the past couple of weeks made me jump the gun to refund her. I was going by the 10 days since a scan rule and I did not know you could get an additional 10 day extension. I still feel lucky compared to some sellers situations and she sent me a reply today saying it wasn't my fault after all the other things she said, so who knows she may send me another payment. I felt like it was damned if you do and damned if you don't. Oh well live and learn, most of us do not agree with what EBay makes us do at times but we just go with it.

Yes, it's tough being a seller during these times. If you don't have all the current information (which is REALLY tough to keep on top of), a buyer can easily "bully" you into doing something that will hurt you later on. At least don't let this be in vain but rather be a gained experience.

jeanvaljeancosette · ‎01-04-2021

I agree with this 100 percent. I'm a low volume seller (mostly moving things I purchased for myself which I haven't used or just barely used). I had 3 items sell on the 12-13th of December and all three shipped out on the 14th. Currently as of today (January 4) all three are still "In transit to the destination" with only one having a recent update (December 31 is the most recent--the other two were last updated December 23). I've heard from two of the sellers and one has just today filed a INR (my first ever INR). I'm pretty certain these packages will be delivered. I contacted USPS on all three tracking numbers and was told in each case they would eventually be delivered so I've decided to lay low and hope they get their packages this week. Interestingly I purchased a couple items on December 4th and both just arrived so it looks like USPS is backlogged at least a month in some areas.

One question I have regarding the INR process: I don't plan to voluntarily refund (assuming the package will eventually arrive) but should I wait the 4 days and respond with the tracking info if the package still hasn't been delivered? What happens at that point? Thanks for the advice.

bigdeals.etc · ‎01-04-2021

@jeanvaljeancosette wrote:
I agree with this 100 percent

So you agree with @threshold.sales.group 100%, who already agreed with me 100%??

Wow my math tells me that you then agree with me 10,000%!! That's the biggest compliment I've ever received. Thanks. (Own horn tooted). 😉

meadowlark_mercantile · ‎01-27-2021

You mention letting the INRs close on their own instead of manually refunding. Then when they arrive, appeal and ebay will close it in your favor.

Was that in December? Is that still how things are working now in January? I have a case right now, and I'm trying to decide whether to refund before the time is up and avoid a defect, Or do nothing and try the appeal after delivery??

meadowlark_mercantile · ‎01-27-2021

If the packages get delivered after the case closes, will ebay definitely decide in your favor when you appeal it? I'm in this situation with an INR for the first time. It's only a 15$ item but I hate to refund manually when I know it will get delivered eventually.

Over here trying to decide what is the best way to handle it. I definitely don't want a defect because I'm a small seller. Ebay had extended buffers against INRs in December but I think those ran out.

meadowlark_mercantile · ‎01-27-2021

Will this still work now in January to ask them to put the case on hold? From what I see the 10 day buffer for INRs was ending Dec 31st according to the announcements. I have an INR right now and I'm not sure what to do.