Asking eBay to step in and help for sellers | eBay Learn more and manage your cookies, Select how you would like to respond and click. For example, if a retailer is told about a leaking battery, they usually won't ask for the buyer to return it. By rejecting non-essential cookies, Reddit may still use certain cookies to ensure the proper functionality of our platform. (iii) The buyer has been charged more than the purchase price due to extra charges (for example, Customs charges) not covered by you as the seller. why am I not getting weekend seller offers? Would you think getting no item and half your money back is fair? Report any missing packages to the shipping carrier you used they may be able to help. I also note that he waited about 33 days before filing for a refund. Send a message to the buyer:If youd like to speak with the buyer directly to try to resolve their issue, you can send them a message. If the issue is not resolved within 48 hours of customer contact, they can open a Claim. My account is showing that I have 4 items to send out even though everything has been sent? They receive so many legitimate orders that it's easy for fraudulent orders to go by unnoticed. **Update 6 days later:**The buyer has asked eBay Customer Service to review this case and make a final decision. I told them that I would split it 50/50 with them because I fulfilled my obligation and it was the PO that had his item. Retailers, however, are not immune to being ripped off themselves. I should mention that the buyer is only messaging me for proof but not actually taking action as it still says "pending buyer action". Buyer claims item not received, tracking shows delivered. In the email you received telling you the buyers issue, select See request details. It , here are the two buyer issues that qualify for a Claim: Example: You fail to deliver an item within three calendar days of either the maximum estimated delivery date (. If we can see that the item was delivered we can close it in your favour. Put in your listings that you do require sig. doesn't sound legit to me. The customer did not receive a response from you after contacting you through buyer-seller messaging or a return request, The order was not shipped by the expected shipping date, The order was not delivered by the estimated delivery date. The perpetrator might do this because they want to save money on a personal purchase. So keep an eye out for messages from your buyers and respond promptly. Amazon Policies, Seller Resources, Seller Strategies, Uncategorized. Your buyer may open a dispute with their payment institution if they believe there's an issue with their order. After you make a selection, follow the instructions. How to handle a return request as a seller. However, this does not protect me from a buyer stating only one of the two items was received. We recommend you respond as quickly as possible, as delaying makes it more likely the customer will escalate the dispute to a claim. of Seller Preferences, Manage Who Can Buy From You? Changes to Promoted Listings Standard ad fees, eBay partners for sellers services allproviders on one page, From March 1st 2023, Final value fee on ebay.de is 0% for C2C sellers residing within the EEA. Copyright 1995-2023 eBay Inc. All Rights Reserved. Keep in mind that you have 3 business days to resolve their issue before they can ask eBay to step in to help. (i) The item received by the buyer was damaged, defective, materially different from what was ordered, or the buyer changed their mind and returned the item consistent with Amazons return policy, but was not refunded or was refunded in the wrong amount. At this point, PayPal becomes directly involved and will make a decision using the information thats provided. Respond to any buyer messages in a timely manner. (Your 'little over one month/33 days' is not enough info to determine that.) Boxing is a scam whereby a buyer requests a refund in exchange for returning an item. The buyer can open an Item Not Received claim one day past the Estimated Delivery Date on the order. I have filed a case which was cancelled by the PO who would have received it in MN, but when I went back to my PO, they said it shows it was scanned, but never left my town. Youll need to provide new, additional information to back up your appeal. Item did not meet buyer expectation Glitch or del Has anyone noticed really low sales in uk over the last few weeks, sales 06:37 PM. I'm assuming that's what the signature read or do I need to contact UPS for the actual signature? In most cases, before the buyer is eligible to make a Claim, they must attempt to contact the seller so they have an opportunity to resolve the situation before the case escalates. Upload tracking as soon as you ship the item. If the orders total cost (total of item(s), shipping and tax) is high (750 USD/CAD/AUD or 450 GBP or 550 EUR or more, depending on the international site you are selling), signature confirmation is required. (ii) The buyer wants to return an item internationally but you did not (1) provide a domestic return address, (2) provide a prepaid return label, or (3) offer a full refund without requesting the item be returned. I'm having an issue with something I purchased on Facebook Marketplace eBay recently made an awful (in my opinion) change to their cases. If you are selling an expensive item such as a rare book or piece of jewelry, make sure to require a signature when creating your shipment. Amazon will automatically grant the Claim in favor of the buyer if any of the following criteria are met: First things first: dont panic. Many problems result from miscommunication or a simple human error, and this is your opportunity to clear them up. Example: You bought a table, and it showed up with only three . Common types of cases are disputes and claims, which are filed with PayPal, and chargebacks, which are filed with the card issuer. You have the option of adding a note to the buyer. And when return scams target small businesses, the impact is even worse. When I say call eBay, I mean, just call them and cut the buyer off from any further means of escalating things. Good Luck with USPS with excuses delays package search blah blah. You provided what you needed to as long as you shipped it to the address on file when they checked out. If a buyer opens an A-to-Z Claim against you, Amazon will send you an email notifying you of the Claim. Youll also see that a case is created in the Resolution Center. Is there any way to fight against a customer saying there item was not received and the tracking shows otherwise. Well normally get back to you within 48 hours, though occasionally it can take a little longer. Learn how to handle a payment dispute as an eBay seller. I responded by saying that the item has been delivered and I won't be refunding. And insirance protects the seller, not the buyer. When a dispute is filed with PayPal, we allow time for you to work with the customer to resolve the issue amicably. What to do when a buyer opens an item not received request, what to do if you havent received your item. Once youve sent the replacement, let them know its on the way and upload tracking information to the request. If you read about online shopping scams, you're likely to have noticed a pattern. have tried clearing cache at my end but it's not working so I guess it They are: Item not received; Item not as described; I want to return the item for a refund; Item not received. Its worthwhile asking the buyer to review the delivery address they provided and to check with their neighbors in case the item was delivered when they werent home. Showing mutual respect can help set the stage for a positive and productive conversation. This allows people to carry out the scam with minimal threat of prosecution. Examples: Landlines can still be counter-offer but that option seems to be missing - I can only accept or Update 2 months later : I noticed on this order it now shows as "Refunded (eBay paid) A refund was issued to the buyer.". Here you can discuss all things shipping with other members. Simply select Take Action beside the item and then Ask eBay to step in. Once your item is shipped, make sure you confirm it in Seller Central. They also record the GPS coordinates of their drivers. The fact that the buyer gave you and the USPS the benefit of the doubt and was willing to wait such a long time should be considered a credit to the buyer, not a criticism. Any feedback left for this transaction will be removed. otherwise, the only way to combat a 'Item not received' claim is to use signature verification on your shipping; no other form of tracking is considered evidence of delivery according to Amazon's standards, which is why if your order didn't have signature . A buyer bought an item from me for around $90. regarding the Claim. In most cases, it makes more sense to just eat the refund cost and move on instead of dealing with the hassle and risk of a Claim. Whenever possible, we recommend resolving your buyer's issue and not asking eBay to step in. Sellers buyer insurance, not buyers. If a buyer claims that an item doesn't work, they will usually be asked to return it. It does not get canceled out if under $750.00 but you would or should still win. I went ahead and provided the tracking # as I used UPS with signature confirmation through eBay. You are the one who chose to offer the USPS as a shipping option, and you are the one who contracted with the USPS to deliver the item on your behalf. https://www.valueaddedresource.net/ebay-germany-ends-fees-for-private-sellers/#:~:text=eBay%20Germany%20has%20announced%20that,%2C%20effective%20March%201%2C%202023. Buyer Won "Item Not Received" Claim Even Though Th - PayPal Community This is why it is very important to always include tracking information such as carrier and tracking numbers so you can prove the item was successfully delivered. You and the buyer do not resolve the issue(s) within 48 hours of the buyer raising a return request. I am a new eBay user and never sold or purchased Here are some best practices to prevent buyers from filing a Claim against you: One of the reasons a customer may open a Claim is because the product they received did not meet their expectations, based on your product listing. - edited It means buyers can get their money back if an item didn't arrive, is faulty or damaged, or doesn't match the listing. by Ibelieveallwomen. How to choose the right campaign type, Selling auto parts and accessories on eBay: how to build inventory and choose suppliers, 10 practical tips: how to sell vintage like a pro, Terapeak: effective market research tools, New tools for trading cards sellers: CSV Upload and Price Guide, Tools and solutions for selling vehicle parts on eBay, Teamwork on eBay: how to set up Multi-User Account Access, Optimize your listings with the Listing Quality Report, How to create and send newsletters to buyers, Updates on seller protection due to Turkey & Syria earthquake, Quick setup for Promoted Listings Advanced, Seller Protections for shipping delays due to Hurricane Fiona. 3. Sorry forgot to mention the buyer has been on eBay for 8yrs plus with over 400 ratings so not a noob. If the tracking shows delivered then you will be fine. If you have an issue with an order on Facebook Marketplace, please contact the seller for help. before on the platform. How do you do that? (i) The item received by the buyer was damaged, defective, materially different from what was ordered, or the buyer changed their mind and returned the item consistent with Amazons return policy, but was not refunded or was refunded in the wrong amount. But they don't have to disrupt your businessor your profits. Once the Claim is opened, your ODR will still be negatively impacted even if you refund the buyer. Welcome to the Shipping board! The Fair Credit Billing Act treats certain credit card charges that you dispute as billing errors. Contact the buyer directly to try to resolve the issue. Amazon suggest using their shipping option which cost more than using our own account. This will give the company's customer service a chance to provide a resolution for the problem. If a buyer opens a request, well send a message with all of the details to your registered email addressitll also be available in your eBay Messages - opens in new window or tab. If I sell something it adds it to the Calculate potential profit, estimate product sales, and more. The perpetrator purchases a product online, has it delivered, and upon receipt, claims that they never received it. Just the listings that you are going to require it on. process is worthwhile. To do so, go to the Performance tab and click A-to-Z Guarantee Claims.. The perpetrator might do this because they want to save money on a . 07:11 PM Item has not been received by buyer Example: You fail to deliver an item within three calendar days of either the maximum estimated delivery date (EDD), or the date of delivery confirmed by a valid tracking link, whichever is sooner.Buyer eligibility criteria for filing a Claim: If we step in to help, you will no longer be able to issue a refund. Sob story. Usps IS STILL MELTING DOWN folks. This is why it is important to do so. Have you received one before? I'm guessing that the buyer wants me to budge for a refund but it's an assumption right now. This is happening pretty often with USPS Priority and when when a customer opens an AtoZ claim it's always in their favor. Refund the buyer. During the resolution process, we may ask either or both parties for more information via email. I am a beginner and will appreciate any good advice. Mint condition. You and the buyer do not resolve the issue(s) within 48 hours of the Buyers first message. 2-Day Purchase Protection Policy - OfferUp Support However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire. My recent experience with the post office is they are not doing all the scans at distribution locations - probably due to lack of personnel and the mail-in ballots - but that doesn't mean the package isn't traveling. Just a heads up for anyone using Inpost previously until a few days When you make an appeal, eBay will review the case and any new information you provide and come back to you with a final decision. In the email you received telling you the buyer's issue, select See request details. A buyer can also file a claim (without first initiating a dispute) if they feel their account has been used fraudulently. So far I just updated the tracking details with the same tracking number eBay already had and eBay released the hold on my funds but the case is still pending the buyers reply, not sure what that means. The "item not received" scam is relatively simple. Wasn't it part Now, if a buyer messages you to ask where an item is, they will automatically open an "item not received . I just call eBay and explain the dispute and they . A strong shipping strategy is key for a successful holiday. Your obligation is to deliver the item tot eh buyer. If you dont agree with the decision after eBay has stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed. According to Amazon, here are the two buyer issues that qualify for a Claim: Item has not been received by buyer He primarily writes about fintech and cybersecurity. Make sure your product, is accurate and well-written. Buyer eligibility criteria for filing a Claim: At first glance, it may appear like refund scams only hurt huge corporations. collected them on the same day. While retailers might find the scam difficult to avoid, there are a few ways that private individuals can combat the activity: The "item not received" scam is just one of many ways that a buyer can attempt to get a fraudulent refund. Sounds to me like the buyer is looking for or trying to use some tiny little loop hole to claim INR. Click on the Response Required tab to review. if they are related to delivery issues. Billing errors include charges for items that you didn't accept or that weren't delivered as agreed, involved the wrong amount, were unauthorized, and certain others. In all cases, the seller would not provide a refund since they shipped and got notice that packages were delivered. If a buyer contacts you via buyer-seller messaging, make sure you respond to their questions within 48 hours. Online buyers try to get some products for free. Or it might be part of a more organised operation where multiple items are purchased effectively for free and then resold for profit. Solved: Buyer claims item not received but states another - The FBM seller here, Customer claiming delivered item was not received. This is so your buyer is not surprised by it. It's not your fault..but you're responsible none the less. FBM seller here, Customer claiming delivered item was not received. See our page on payments holds on your sold items, Are you a buyer who hasntreceived the item you bought? Youll also see your response options: Add tracking details:Youll need to provide tracking within 3 business days of the request being opened, if you havent done so already. Most large retailers choose delivery policies based on price and speed. If you're getting a refund, it will go back to your original payment . the money she paid me for 5 weeks. Buyer eligibility criteria for filing a Claim: For example, if the product arrived damaged and the customer provides you with an image as proof, it would be in your best interest to simply offer a refund to avoid any further issues. After that, if the matter hasn't been resolved, either of you can ask us to step in and help out. If you believe there will be a delay in shipping, contact the customer immediately to notify them immediately. The reality, however, is that the cost of fraud such as this is eventually passed on to consumers in terms of higher prices and stricter return policies. We know this may sound obvious but do ship your products on or before the expected ship date! Follow along as we launch a product on Amazon, step-by-step. the item not received claim is pending buyer action Sign in what are the 3 ps of dissemination. UPS tracking states it has been received by the buyer 27 days ago. The seller's only protection against this is a delivery scan which shows that the package was delivered. You and the buyer do not resolve the issue(s) within 48 hours of the buyer raising a return request. This offer thing is not 'random' What to do when a buyer opens an item not received request, Best practices for avoiding issues with buyers. UK seller - Return to international selling since Brexit, Issues with customers unable to request a combined postage invoice. This helps Amazon determine if a buyer received the item. Myself, I would not budge. Buyer eligibility criteria for filing a Claim: Item did not meet buyer expectation This process usually takes about 30 days, but more complex cases could take longer than 30 days. We received tracking information that shows the item was delivered to the buyer's address.