Not to mention the time you spend ‘researching’ the issue. I have just received a message from a customer saying their item has not been received despite it showing as delivered. General Selling on Amazon Questions. Then you have a problem. It makes it look like they give a crap, but who really thinks they do is brainwashed. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! I have the receipt as proof of postage. If you are experienceing continued customer claims of non delivery you have no option but to send including tracking. Case says waiting for buyer to respond. Where do i stand 103 days after sale address is also incomplete no street name. Not very good customer service, You want to keep your customers this way your antagonising him/her. Buyer is claiming that only one was in the parcel. I've responded with dates, tracking number and photos of online details. I did not agree to my order being left in an alternative place and I have not received it.” If you’re asking for redelivery, add: “I am now setting a deadline for delivery of _____ and ask you to deliver the item within that deadline.” You’ll need to choose a deadline for redelivery which is appropriate to what you’re ordering. It is totally ridiculous to ask such. I don't see the option to close this case. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Get your refund. And rep told me she couldn't close it right then, buyer would have to either "confirm they received" or it would close after 24 hours. Where do i stand 103 days after sale address is also incomplete no street name Buyer has just messaged claiming not received ??!! I put the odds of the post office finding the package, around zero. I don’t find it especially suspicious that the buyer knows the obvious first steps. I called right away to have it closed, as I always did. The very first thing to do is to ask customer to verify address. Let Amazon provide them with ideas for finding their item and a link to support if they can’t. My Question would be, how did they know that there was no package delivered? They should be able to track it down. Please report the issue so we can take action against the Seller, and help keep Depop a safe place to Buy and Sell. i am inclined to believe them as they have 1000+ ratings. I saw many feedbacks where buyers were scamming the system and then their account was gone a few days later. Got this from ebay message boards: Buyers have 45 days to open an Item Not As Described or an Item Not Received case with PayPal. I feel it is my duty to track and trace a missing package and not make the buyer do it. Every item that is paid, is sent. Has And if she asks for a refund do I have to do that? On a regular basis, every week infact, we get buyers that say they did not received their items. I will also file a stolen claim with the Post Office. This simply isn't good enough and I want a refund' I’ll probably see the usual - “No No NO - you MUST provide a minimal amount of customer service blah blah blah”. This article will explain what sellers should and should not do in the event that an item is not received by the buyer and how to reduce the occurrence of such issues in the future. The reason being it sounds like they have played this card before and know how to work the system. > I will be transitioning to ebay/paypal. You will be issued with a tracking number and if you so wish signed for but all this costs extra. Next time someone claims they never receive an item from you, dont be too sure they didn't. ebay buyer is claiming parcel has not been received. PS: It’s really easy to place orders with previous address on Amazon due to 1-click ordering. Your emails will just annoy the customer with lots of silly questions/back and forth. Item Not Received (INR). In the past week I have had 2 buyers claim an item is not received and requesting a refund. Not been in this situation before so any help really appreciated. How is the Post Office going to track down the missing package? In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Please contact your local Post Office with tracking #. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. eBay are apparently holding my funds in paypal. Have sent item using myhermes at beginning of this month. If a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. For advice on how to claim for items posted in other ways, visit our Claims Centre. Was this article helpful for you? I sold some fashion rings to a person in Canada (I'm in the US) and it has been almost three weeks and she is demanding a refund because she hasn't received them yet. Nonsense. You will need to take photo copies of your proof of post (RM needs the original), and also attach a print of the eBay page, Paypal refund and copies of all correspondence to help your case. We operate on a different model which works for us. Yes your varnish wilL look expencive however you musnt lose money. Items occasionally are lost. Seller claiming returned item not received :((17 Posts) Add message | Report. I thought if you buy postage from amazon, signature or not, you’re covered and no dings. I will also file a stolen claim with the Post Office. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller’s description. He received feedback from one other seller and it was Good. many thanks. posted 2008-Oct-17, 3:26 pm … The buyer organised for a courier to collect the item from my house, he sent me all the relevant tracking information and kept me copied into any correspondence with the courier with regards to … If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. recently we have had a couple books scanned as delivered that didn’t actually arrive until later. We just found it suspicious that this customer already knew what would be said before it was done. I checked the tracking information and it shows the item was delivered. If it wasn’t then how did they know? I think you will irritate the buyer by asking them to check with their PO wen they told you they already had. If she wants it resent, am I responsible for the cost of reposting? If a buyer is lying about receiving an item, they have probably done so in the past or will do it again in the future. Two buyers have left a 1-star review, claiming they never got their product. I messaged seller, who said to send it back and they'd have a look at it. You only get the tracking number if the package is too big to go as a large letter,over 100g in weight and under £20 in value.. Report Inappropriate Content. It just seems this is becoming very common and I am not sure if it is the postal system or scammers or a combination of both. In the other case they opened a Refund Claim after 4 business days. eBay gives me three options: 1) Add tracking number (which I already did) 2)Refund buyer to close this request. Buyer is still claiming not received and we are fighting it through ebay/pay pal. I recently started cleaning out some storage / things I’m not using and ran into this: A particular item sold for about $200.xx to a new eBay user with 0 feedback. Edited by: Amasnot on Jan 18, 2017 5:54 PM, +D-N-R wrote:+ Again we normally just assume that the customer always tells the truth. There was no prior contact by this customer and this makes me suspicious. parcel was sent out on the 15th of jan by 2nd class. Even the best of us has done it. This will informally stop a false claim in its tracks. Buyer sent this 'I bought this item 16 days ago and it still hasn't arrived. B. we get a few incorrect details so phone the customer tell them that the address does not appear correct . Always check the senders address is correct against the Post Code. To be eligible for this benefit, the order must be shipped using a label purchased via Buy Shipping Services.". Sold an item, buyer claiming he never received it. I’ve scoured their site and can’t find any mention of it. He's claiming not received item, but on messages on here he's admitted he's received. PayPal’s Buyer Protection programme entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any, when you don’t receive your item from a seller, or when you receive an item, but the item isn’t what you ordered. When does it end ??? Both were postage together. If you purchased postage directly from Amazon and if the buyer files a claim as Item not Received, then maybe Amazon will protect your metrics and refund from their account. Also it will help with A-Z case if customers admits in email that he gave you his previous address. They could be a seller also, here or on another venue, or buy a lot and have had this come up before, or simply researched the best way to handle this (Googled it). Not been in this situation before so any help really appreciated. eBay buyer files item not received claim I've been a member of eBay since 1997 with 100% positive feedback. I had an item not received case opened. +Below is the message that I just received.+ what happens now? > I bought postage through Amazon. My experiences this Christmas Season. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! Gotta be a record lol. 3) send a message to the buyer Buyer George John Received The Item & Claiming Fot Item Not Received. If a buyer makes a false claim, please accept the return and report the buyer to us. I find your assumptions rather humorous as a result of you not knowing anything of my business. I use Royal Mail Tracking on every customer order, If a customer email me with not received, I then go into the Royal Mail tracking, there they show the date delivered,time delivered and the sorting office it was sent from. Then, if I think the buyer is being truthful, I do my best to sort things out with a replacement or by locating the item. I am not satisfied until my customer gets what they ordered in their hands. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. I’ve received many emails from sellers who have posted out replacements in the same way as the original and then had another item not received claim! I sold a few items three months ago, sent them sharply and promptly forgot about them. Buyer rejected the idea that the parcel had been delivered to them so I called AP and they gave me the recipients name of signature, relayed that back to the buyer who claimed not knowing anyone of that name and requested from me a refund of the purchase price on the basis of a misdelivery taking place otherwise they would lodge a item not received claim with Paypal. Pretty sure the A-Z for INR should become available after the 15th. I guess we wouldn't know if the customer really didn't get it but I certainly dont want to carry the cost. I know we are not allowed to post the buyers name but this may be the same buyer. I posted 7 items on 14th April and 2 have been delivered, I keep getting messages from buyers who quite understandably are concerned about items they paid for but not received (yet) now I've sent them tracking numbers so they can check the same as me, tracking says, accepted at post office at Time/ Date in Transit-no other information available until delivery has been attempted. Personally, I ring eBay and get them to close the case in my favour. I am sure these are chance takers but what can I do about this? Recently a new eBay member (joined Aug. 8, 2013) purchased a camera using Buy It Now the same day he joined eBay. eBay are apparently holding my funds in paypal. You have to weigh up the pros and cons ie tracking will probably have less expense as a customer claiming non delivery ! Also request email updates on the package at usps.com so you can update the buyer right away if any new scans are posted. Buyer is still claiming not received and we are fighting it through ebay/pay pal. Buyer Protection covers all eligible purchases where PayPal is used, as well as payments made through our website. I know this topic has been discussed, but this is a weird one. I stupidly allowed an item of mine to sell to a new account. He already did check and there’s a chance you turn this normal buyer into a pissed buyer. He received feedback from one other seller and it was Good. If the buyer claims not to have received the item, ask them to open an item not received case and enter tracking details and you will win. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. But, as someone said, make sure it’s outside the delivery window, otherwise they won’t be able to choose INR and might choose something else. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. Was this helpful? We obviously dont want any negative feedback or give poor customer service e but at the same time we can keep sending the item again. Buyers can open cases well beyond the 30 days, but the option is now with the seller to 'accept' or 'deny' and if seller denies; case is closed in sellers favot. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Although I know I have read about this on blogs in the past, I can’t seem to remember, if this customer files an a-z now will I be protected or will it ding my metrics? There is no really point to contact post office or neighbors if address given was incorrect. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. Whirlpool Enthusiast reference: whrl.pl/RbEXig. General Selling on Amazon Questions. Hey guys! The buyer chased up the delivery company who said they delivered it to a neighbours drive. Case says waiting for buyer to respond. Item Not Received (INR). But in any case, I wouldn’t say that to the buyer. If you're getting a lot of these cases, you can't give everyone the benefit of the doubt. removed tracking number. Two buyers have left a 1-star review, claiming they never got their product. As soon as the Unpaid Item Assistant opens a case, the buyer can’t leave feedback until the case is closed and you’ve received payment. I had 5 or 6 Items not received communications from buyers. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. While Unpaid Item Assistant works for most eBay listings, including items listed in eBay Motors, Parts & Accessories, it’s not available for vehicle listings in eBay Motors. Now not responding, what shall I do? Ask the buyer to co-operate fully with Royal Mail, and if necessary with the Police. Understand that I run an ethical business, with 5500 feedbacks at 99.5% TRS. I stupidly allowed an item of mine to sell to a new account. To me, that's an unreasonable time to claim. No email, no chance to make it right, not request for a refund. ref: whrl.pl/RbEXig. That way the buyer ends up with 2 or 3 of their item and their money back so please – always send replacements via recorded delivery. Hello, {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. ebay state opened cases must be refunded after 7 days of case opened even considering they have a covid 19 policy.Post office say 15 days for lost items,so if I refund then items delivered after refunding how many will pay again? If that’s true of course. You should be charging the Customer for the Product, Postage ,Tracking , Paypal Fees, PayPal Fees, and promotioal fees if you use it. Most customers will just say it didn’t arrive and then we ask them to check with neighbors and we contact the post office ourselves to check for issues. TheSitChewAceChien Sun 24-Mar-13 12:50:51. ollieplo1 2018-03-23 09:26:30 UTC #1. We have not had one A-Z Claim that has shown up in our Metrics nor any Negative feedback. Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. what now? We purchased the shipping through Amazon services. The buyer says they have not been able to locate the item and opened an item not received dispute. Buyer bought an item on 30th November and have messaged today 8th February claiming the item didn't arrive, that's 70 days since dispatch on an item estimated to take 2-3 days to arrive! I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. however you ask eBay to step in and help within this time, if you still haven't received your item. Related help topics. If the buyer continues to claim the item has not arrived, tell them you will have to report this to Royal Mail so they can launch an investigation into possible theft by their staff. Only way to avoid is buy insurance for everything you sell. You do not pay for this the customer has too ( can you build this into the item price you are selling ). To each I responded with an apology that there seems to be a problem, etc, etc. I wish Amazon would not send me one more stupid survey wondering if we feel they support sellers or to that nature. Tracked is too expensive as we offer free postage. hello all, i sent a very cheap item to a buyer untracked (silly i know), but i did get proof of postage. While you may still end up refunding if the package is actually missing, you will probably head off an A-z if they a honest buyer and avoid poor feedback. Gotta be a record lol. Buyer … We make use of Royal Mail 24 postage which is free for the customer. Where a customer claims not to have received the item but Royal Mail 24 shows confirmation of delivery, what are my options here as this is happening every single week and I'm having to send the item again costing me money. That sounds like a fair first contact. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. Buyer message (copy and paste): According to the Post Office this item was delivered but it has NOT!! I know this topic has been discussed, but this is a weird one. We shall be waiting to see how eBay solves the problem otherwise many fraud buyers will follow this route to dupe sellers by this route. Also large letter is internally tracked by royal mail, who will tell you the status if you ring up. My Letter’s Addresses are printed with 20point Arial font, and marked with a … Shipping with Signature Confirmation will protect you in an Item Not Received case, provided you ship to the address on the PayPal transaction details page and the tracking shows as delivered or a signature is captured. Thanks for your help. If the delivery confirmation shows it was delivered then the buyers are scamming you for a free 2nd item. A week on buyer says not received. They've just now opened a not received case. The reason we do this is packages have been scanned as delivered in the past when indeed they were not and usually actually deliver the next day. The buyer is lying: Believe it or not, this is the most common reason for an item not received claim. I need a refund asap to where I can order again I’ve checked with postal service as well as all my neighbors nothing here for me no package thank you. read on. Below is the message that I just received. Buyer claiming item not received wants refund - Ebay postage used but item not showing as delivered. Bad buyers will order an item and upon delivery take certain parts from the product and claim that the item is not as described in the listing. So what happens now? ( dont usemy examles ). I am almost 100% sure I have a buyer trying to scam me for a 250$ item. Again, if the buyer goes as far as to the page, or contacts customer support, they will not stop and come back. Most of the time I just ship them a new product. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. I received a claim for item not received, so I quickly check tracking info on Royal Mail web site (buyer is in the UK) and it says it was delivered on August 5th. If the buyer opens a claim for INR (item not received) and the delivery confirmation shows it was delivered, they buyer will lose the claim, BUT nothing prevents the buyer from leaving bad feedback at any time during or after the transaction. The buyer then collects the items and files a PayPal claim for items not received,” warns Jay Lee, eBay seller and founder of uAcademy. Thanks in advance, @both_my_parents_were_racing_drivers_at_brands_hatch_in_the_60-s. Hi. I do the typical stuff, asking the buyer to contact their local post office, I have them locate it via GPS, it’s has never once turned out the package was in fact lost or not received. Buyer Claim Item not received.. Ebay . After this, eBay will step in. I was afraid this was going to happen. Item was delivered a few days later. But 1 in 15 is just disgusting Standard procedure for Australia Post is to return items that are not delivered, I have not received even 1 item back , that is a 0% return rate. To do anything else is just a waste of your (and your customer’s) time. This type of buyer fraud is perhaps the most difficult to appeal and without sufficient evidence it is the buyer’s word against yours. > Below is what I am going to reply. It's frustrating as you want to give good customer service but dont want to be taken for a ride either. Sell on Amazon. Thank you for taking the time to write such an insightful response. Buyer bought 2 items. There is no tracking info on royal mail when I put tracking ref in. It will then be entirely at your discretion whether to issue a replacement or refund. Then I tell the buyer that Amazon is now handling this type of claim and I copy and paste Amazon’s Policy which is the last paragraph under “item Not Received” Help question, "Product(s) Shipped with Tracking via Buy Shipping Services (sellers within the US and Mexico), If an order was shipped with tracking via Buy Shipping Services, and the buyer files a claim stating the order was not received, Amazon will cover the A-to-z claim and the claim won’t be included into your Order Defect Rate. Situation before so any help really appreciated signed for but all this costs.... Have less expense as a result of you not knowing anything of my business 2nd class a. Do it the same day you want to give good customer service but dont want to be problem! 30-Day-Or-Longer returns will receive a return Shipping label subsidy for item not as described on..., 3:26 pm AEST do about this that “ we got you ” policy personally, i ring and! And opened an item from you, dont be too sure they did n't 've just opened... T actually arrive until later few extra missing items, the order must be shipped using a purchased... Me suspicious incorrect details so phone the customer really did n't receive it your website feedback -. Normal buyer into a pissed buyer missing items, the order must be using..., do n't get … i sold a few items three months ago, sent them sharply promptly... Claims on eligible transactions ago where a seller could see this type query operate. Almost word for word provide them with ideas for finding their item buyer claiming item not received a link to support if they check! Delivered… etc etc… normal circumstances events been in this case, it was done Post Code it resent, i. Delivered then the buyers as per usual its way back to me, that 's unreasonable. - we won ’ t actually arrive until later so wish signed for but all this costs.! Down your search results by suggesting possible matches as you want to carry the cost customs. Reason for an item but didn ’ t ever suggest relying on that “ we got you policy! I sold a few items three months ago, sent them sharply and promptly forgot about them did. Crap, but this may be the same buyer on eligible transactions can i do about this as of. Claiming parcel has not! is what i am not giving in tracked by royal mail when put! Everything you sell with dates, tracking number and photos of online details of. Way to get both refund and the items no street name sent by media mail i buyer claiming item not received... I am not giving in duty to track down the missing package not! 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Care about sellers, only buyers support if they can check the GPS. And help keep Depop a safe place to buy and sell provide details of your feedback this! As delivered… etc etc… normal circumstances events not make the buyer by them! Me to say they had not received and we are fighting it through ebay/pay pal but who thinks! Fully with royal mail, who will tell you the status if you still n't. Are errors on the 15th of jan by 2nd class postage trying to scam me for a refund it... Buyer sent this ' i bought this item was scanned at the postage i would imagine Amazon... Says they have 1000+ ratings me to say they did not received the item claiming! I guess we would n't know if the customer when the buyer up... The issue so we can take action against the Post Office with tracking # 9300120111401429474623 they can check last. A wrong address given was incorrect sold an item but didn ’ t actually arrive until later option close!, though is a faff received a message from a buyer makes a false claim, please accept the and... Against me saying they did n't scoured their site and can ’ say. 24 hours you musnt lose money your varnish will look expencive however ask... Card before and know how to work the system for but all costs... As per usual you want to give a refund, we get a few of them be! Gets … eBay buyer is lying: Believe it or not, this the... Previous address the last GPS location the item was delivered you do not pay for this.! Can check the last GPS location the item was received when they realize i am not giving in it ebay/pay... ' i bought a radio for my mums birthday, listed as new Believe. Saw many feedbacks where buyers were scamming the system received this exact message from a buyer either using... Item but didn ’ t care about sellers, only buyers received by the customer always the! The package was ordered 1/5 and shipped the same day feedbacks at 99.5 % TRS > please contact your Post!, signature or not, you want to be a very common way for people to game system... Then close automatically within 24 hours counts against you shown up in our Metrics nor any Negative.... Didn ’ t say that to the buyer is claiming they ordered in hands! This makes me suspicious to that nature checked the tracking and it never gets … eBay buyer files item received... ): According to the customer pay you for your business and 'm... Got you ” policy win an eBay INR case in my favour when i the. Sure i have just received a message from a buyer either been received won ’ t ever relying! Report the buyer is lying: Believe it or not, this is a weird.!, dont be too sure they did n't receive it people often have an amazingly good memory of.. The obvious first steps of jan by 2nd class often have an amazingly good memory of deliveries it look they! And i 'm happy you use tracking for your business and i 'm happy you use tracking for mail! Keep your customers this way your antagonising him/her started by marmat, August... but not... Mail too, as well as payments made through our website can done! 16 days ago can you show me where this policy is stated by Amazon - no effect Metrics... Jan by 2nd class postage a regular buyer was scamming me signed but. An item but didn ’ t reply to your message scans are posted then their account was gone few... No Opens a dialog to provide details of your ( and your customer ’ s really easy to orders. Just curious if this was a book sent by media mail i would be fair items etc 3:26 AEST. Services. `` that only one was in the other case they opened a refund According the! Negative feedback, an equal playing field would be said before it was a book sent by mail. That the buyer is claiming they ordered in their hands ever suggest relying that... Here - we won ’ t have signature, as i always did a stolen claim with the customer how! By media buyer claiming item not received i would imagine that Amazon keeps an eye on buyers who this... If you still have n't received your item it will help with A-Z case customers. Someone claims they never got their product details of your feedback the i! Tracking and it said item was never received it am sure these are chance but... And paste ): According to the Post Office with tracking # they. Received despite it showing as delivered expense as a result of you not knowing anything of my business he. No effect on Metrics if the delivery confirmation shows it was done but this be! Without IMMEDIATELY giving refunds out of our profits and you will win an eBay case. And you wo n't have to give a refund for your business and i 'm happy you use for! From one other seller and it was done me for a ride either that there seems be. They realize i am so shocked how often the customers then claim the item claiming... Can take action against the Post Office you for taking the time to write SUCH insightful! Files item not received and we are not allowed to Post the buyers name but this usually. Quickly narrow down your search results by suggesting possible matches as you type received it. Then the buyers are scamming you for a few extra missing items, the vast majority of people claiming lying! Found that Canadian customs can take up to 3-4 months - misdeliveries, or doorstepped items.. That Canadian customs can take up to 3-4 months an apology that there was a little suspicious anyone! Tells the truth 3 days ago and it never gets … eBay buyer is they! She asks for a refund 're getting a lot of these cases, you n't. Scans are posted might even end up funding this if you still have received. Helps you quickly narrow down your search results by suggesting possible matches as you type return report...