ebay claim.....help!!!

[jess0304]

HEllo...so i sold someone two topps insert sets.....the sets were mailed in snaptights and i used mailing tape to ensure they remained sealed, and put them in a largue bubble mailer.

The buyer claims when he received the package, it was opened and

The package came on Friday March 15th, the top was opened at the top and only set 2 was inside. Contacted the Post Office Friday afternoon about set 1 missing. They wanted to know if package was marked fragile or if was sealed at the top with another piece of tape, I told them no to either item. They said that they would check into finding the missing set at the Post Office. They called today and said they couldn't locate it in the Post Office. I fill you should have it securitly wrap it better with the 2 plastic sets containing 50 cards each.

I have never had a problem in ten years and now this guy is filing a claim against me. Why should it be marked fragile? I have 5000+ positives, 0 negatives and never a problem and have NEVER EVER marked a package fragile!

What should i do? Will they side with the buyer?

 

[George_Calfas]

If the mailer was damaged USPS "normally" places the item in a "this package was damaged" mailer and a letter explaining.

 

[petMonster]

HEllo...so i sold someone two topps insert sets.....the sets were mailed in snaptights and i used mailing tape to ensure they remained sealed, and put them in a largue bubble mailer.

The buyer claims when he received the package, it was opened and

The package came on Friday March 15th, the top was opened at the top and only set 2 was inside. Contacted the Post Office Friday afternoon about set 1 missing. They wanted to know if package was marked fragile or if was sealed at the top with another piece of tape, I told them no to either item. They said that they would check into finding the missing set at the Post Office. They called today and said they couldn't locate it in the Post Office. I fill you should have it securitly wrap it better with the 2 plastic sets containing 50 cards each.

I have never had a problem in ten years and now this guy is filing a claim against me. Why should it be marked fragile? I have 5000+ positives, 0 negatives and never a problem and have NEVER EVER marked a package fragile!

What should i do? Will they side with the buyer?

They'll definitely side with the buyer on this...they usually do. When it comes to missing items, unless you have some sort of tracking that absolutely proves the item was delivered to the buyer's address, you will have to refund that. eBay's policy is that once the buyer pays you, it is your responsibility to take the proper steps to ensure the item arrives safely to them. If that means you need to insure the item and purchase tracking on it, then that's on you. And if you aren't willing to pay those extra fees out of your own pocket, then it is up to you to add those into the auction and let the bidders know that it's their cost. This is the only way to ensure you will not be responsible for lost or damaged items.

As for the set that he claims was opened and damaged...that too is on you, because again, it's on you to make sure the item is packaged well. If there's no proof either way, then eBay sides with the buyer per their buyer protection policy.

I don't know how much these sets are worth, but you'll probably just have to eat this one. You'll definitely eat the cost of the missing set, but if the other set is valuable enough, have the buyer send it back to you and then issue refund. At least then you will have a set (albeit possibly a damaged one) that you can try to resell. If it's a $3 set, then just let him have it and issue the refund. I know it's hard, but try to embrace this as a chance to turn an unfortunate (or even possibly a dishonest, on his part) event into a great customer service opportunity. If you talk super friendly to the customer, makes apologies, and just offer him a refund, I'm sure he will appreciate it and you will hopefully feel like you went above and beyond as a seller. He might even leave + FB.

If he DOES leave negative feedback, as long as you do everything right and try to please the customer, you may be able to get the feedback removed by talking to eBay about it. 5000+ positives and ZERO negs has at least SOME sway with eBay.

And let this be a bitter lesson for you in the future...set a dollar limit on all future sales based on what amount of money you are willing to chance losing to a dishonest buyer, and if you sell anything over that amount, make sure it's tracked and insured. You can even say in your auction that all sales over x-amount will be required to have insurance, but bottom line, that's the only way you won't be held liable and won't have to pay out of your own pocket.

 

[jess0304]

I did send with tracking in a largue bubble mailer nad it does show delivered. Heres the thing...they are 50 card sets.....he says the envelope was "opened at the top" If it was "opened" then BOTH sets would've disappeared. The snaptight is about 3" thick, NO WAY it would've "fallen" out unless the entire top was opened. And in that case, the usps would've placed it into the opened mail/damaged envelope with a letter....

I have a feeling this guy is trying to scam me....this is totally bogus!

 

[cmnkb8]

In this case since it's basically his story against yours, with no solid proof on either side, ebay may simply refund the buyer at their expense for the set he claims is missing and not place you at fault. It depends on the CSR that reviews the case as to whether or not they will do that. If the buyer has filed a case against you, I'd suggest calling ebay and telling the CSR rep your side of the story. Perhaps they will feel compelled by your reasoning and not hold you accountable.

 

[jess0304]

Good idea. He has yet to file it....i may just reach out and let them know whats going on. Thanks!

 

[nappyd]

and also include any correspondence the buyer used, especially if they mention getting a refund of some sort and/or threatening negative feedback.

 

[katieneack]

This same thing actually happened to me once. So I wouldn't just assume that the buyer is lying. I once received a package that was all tore up, ripped on the side, and empty. It shouldn't have been delivered that way, but the PO did it anyway. Both the seller and I got the run around from the PO. I ended making an agreement with the seller that we would both eat half the cost and chalk it up to a lost cause. Weird thing is, it was a serial #'d card and the exact card showed up on COMC a few months later. Not sure how that happened, but oh well. If the buyer has a solid history, it wouldn't assume he is trying to scam you.

 

[notjomommasclint]

Marking snap tights fragile is a great idea.




I'm old Greg

 

[swish54_99]

Do you have anything with the weight on it? Like the p.o receipt that would also have the tracking #? If they are both 50 card sets, then I'm sure the weight will be different. Maybe try packaging up 2 more 50 card sets the exact same way, taking them to the p.o and have them weighed...once with both sets in the package and another time with just one. See if there's a difference in weight? Maybe that can give you some leverage that way? Just a thought.

 

[jess0304]

THanks for the help and ideas folks. I'l be calling ebay first thing this morning and i'll lyk But the buyer has still yet to file a claim which seems fishy. He took the time to correspond twice with me via ebay message. You would think that takes way longer than filing a claim. I'm just saying if this really happened wouldnt you have filed the claim right away if you took the time to message the seller?

 

[A_Pharis]

Tell the guy to send the one set back, and you will refund him. Best way to avoid a neg. If that message to you is copied and pasted, then it looks like it could be a young kid.

 

[markakis8]

If he DOES leave negative feedback, as long as you do everything right and try to please the customer, you may be able to get the feedback removed by talking to eBay about it. 5000+ positives and ZERO negs has at least SOME sway with eBay.

False. The only way they will remove the negative feedback is b/c of 1. feedback extortion or 2. bad language - and even with this - they just REMOVE the comment but leave the negative.

You can do absolutely everything right as a seller - even the package getting there within 24 hours and in perfect condition and if the buyer leaves negative feedback, ebay WILL not remove it b/c it's the buyer's "right" and they "do not want the buyers thinking they don't have the right"

As you can see, I've been through this a couple times

 

[petMonster]

False. The only way they will remove the negative feedback is b/c of 1. feedback extortion or 2. bad language - and even with this - they just REMOVE the comment but leave the negative.

You can do absolutely everything right as a seller - even the package getting there within 24 hours and in perfect condition and if the buyer leaves negative feedback, ebay WILL not remove it b/c it's the buyer's "right" and they "do not want the buyers thinking they don't have the right"

As you can see, I've been through this a couple times

Well there you go....I stand corrected!

 

[Bob Loblaw]

THanks for the help and ideas folks. I'l be calling ebay first thing this morning and i'll lyk But the buyer has still yet to file a claim which seems fishy. He took the time to correspond twice with me via ebay message. You would think that takes way longer than filing a claim. I'm just saying if this really happened wouldnt you have filed the claim right away if you took the time to message the seller?

Maybe he's trying to allow you to do the right thing before involving eBay.

 

[jess0304]

These sets weigh over 4 ounces each. IF i did not include the item in the package, why would i double charge myself for the shipping?

I have contacted his local post office and they said he never contacted them. Wouldn't you contact them if "a package you received was opened or ripped?"

He has left negatives for other people too....i called ebay and their response was this:

You've done everything right, but it doesnt matter, the buyer can say whatever they want. I said this is a clear case of buyers remorse for the price of an imtem dropping that he purchased. She said that even if they leave feedback saying "price of the item dropped in value and im not happy." thats ok too.

In other words, as a seller you have to PRAY every single time you sell something that someone doesn't leave a negative.

Guy still never filed a claim and the ebay rep told me it may be because that privilege has been revoked. It's being reviewed by the abuse team, who has the ability to remove it if this guy has a history of filing claims or stuff like this.