What are all of your thoughts? The case will not affect your seller performance. If they've opened a case, and you can't prove it delivered then, yes, you owe the buyer a full refund. You can chat with other sellers about anything to do with running a business on eBay. Many have equally questionable delivery policies and are less likely to have the resources available to fight a claim should they want to. When you make a purchase using links on our site, we may earn an affiliate commission. eBay's buyer protection policy is called the "Money back guarantee." You need to reply in English as this is a US community board. 11-12-2020 If I can show I mailed it, but the post office loses the package (most likely stolen as it was a small 3 x 5 padded envelope), and they show that it never left their bldg. What is covered: The following issues are covered with purchase protection when an item is bought and shipped through OfferUp: The buyer did not receive the item. , 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 (. We would like to show you a description here but the site won't allow us. The buyer is asking for a full refund. Take a proactive, friendly approach to resolving the issue and resist the temptation to let communications become negative as this can make coming to an agreement harder. 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. And this allows some purchases to be refunded automatically when common sense would dictate that a scam is occurring. This process usually takes about 30 days, but more complex cases could take longer than 30 days. If Amazon grants the Claim in favor of the buyer, you have 30 days to. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Everything you need to find a product & start your Amazon business, Tools to make managing your business easy, so you can focus on growing it, Insights from the Amazon Marketplace tailored to the world's largest brands, Get your product up and running on Amazon with a successful launch, Earn more product reviews - the key to driving traffic and sales, Simplify managing your Amazon business & save time, Web-based software suite to start & grow your Amazon business. of Seller Preferences, Manage Who Can Buy From You? everyone else I know got Easter offer except me.. Mastering GSP: How to Block Countries Like a Pro! Scammers prefer to order items from far away as the seller is less likely to turn up at their door. You should have opened a dispute for 'item received but not as described' ie insufficient quantity of the items ordered. Large retailers such as Amazon and Walmart are the most popular targets, for a number of reasons. AND the buyer did not buy insurance, WHY am I responsible for the buyers refund? The seller's only protection against this is a delivery scan which shows that the package was delivered. Sellers talk about the importance that choosing the right shipping service, Oh, Ship! What to do when a buyer opens an item not received request, what to do if you havent received your item. They are known for having policies that are designed to cut costs even if they leave them open to fraud. But if your packaging is not great, it could potentially damage or alter the product before the customer receives it. Item Not Received Definition | Law Insider **Final Decision:**We reviewed this case and have closed it without any refund to the buyer. Youll also see that a case is created in the Resolution Center. However, depending on the payment method the buyer used, it can take up to 30 days. I hope you can help me. By using Amazons supported carriers in Seller Central, sellers are protected against A-to-Z Guarantee Claims if they are related to delivery issues. How to prevent A-to-Z Claims in the future, No matter if you are fulfilling orders through, , you can still have an A-to-Z Claim opened against you. Read our article on what to do if you havent received your item. 3. I'm having an issue with something I purchased on Facebook Marketplace If you do not provide valid tracking information, any Claims made will be granted in favor of the buyer. The Fair Credit Billing Act treats certain credit card charges that you dispute as billing errors. before on the platform. why am I not getting weekend seller offers? If your buyer hasnt received their item and the estimated delivery date has passed, theyll let you know theres an issue by opening an item not received request. Copyright 1995-2023 eBay Inc. All Rights Reserved. Some delivery companies now take photographs of items being dropped off. Copyright 1995-2023 eBay Inc. All Rights Reserved. Some defects, however, qualify for a refund without a return. and our Amazon will manually begin their investigation into the A-to-Z Claim and determine if the Claim should be granted in favor of the buyer or the seller. If you do not respond to Amazon within 48 hours, the Claim will be granted in favor of the buyer which will hurt your account metrics. The "item not received" scam isn't a new idea but it also hasn't been around as long as credit card fraud. Many problems result from miscommunication or a simple human error, and this is your opportunity to clear them up. FBM seller here, Customer claiming delivered item was not received. Example: You purchased a tennis DVD, but received a tennis racket. I wrapped it up and sent. If the seller used a courier, they should chase the courier to find out what's happened to your order - it's not your responsibility. good developer and can help to automate different processes using an With the Christmas surge, it will most likely get worse. Include key details such as sizing and weight, and provide clear, high-quality images to avoid any confusion. Ebay sides with buyer. Or if the retailer refuses, they may be able to file a chargeback with their credit card company. If your buyer hasnt received their item and the estimated delivery date has passed, theyll let you know theres an issue by opening an item not received request. If an Amazon customer is unhappy with your product or service, they will not hesitate to do everything they can to get their money back. Too many Claims against you will hurt your business and Amazon seller account which is why you need to do all you can to avoid them. For example, it might be policy not to investigate claims if the item in question is below a certain value. kh-gary, Yep, Ebay sucks for protecting the seller from USPS shangans for long USPS/ebay wont have any customers if they keep this **bleep** up, 11-12-2020 We know this may sound obvious but do ship your products on or before the expected ship date! You and the buyer do not resolve the issue(s) within 48 hours of the buyer raising a return request. All cases result in a temporary hold on transaction funds, so the best approach is to respond quickly. Best of luck to you. Best response so far, really hits the supporting and motivating checkboxes. I'll wait and update if anything else happens on this claim. collected them on the same day. Sorry forgot to mention the buyer has been on eBay for 8yrs plus with over 400 ratings so not a noob. You filed 'non receipt' so as long as the seller provided trackable proof of delivery then they would win. UPS tracking states it has been received by the buyer 27 days ago. Same boat as me good luck. Help a buyer with an item they didn't receive | eBay For more information, please see our Check your Manage A-to-Z Claims page often. the item not received claim is pending buyer action The "item not received" scam is relatively simple. It is up to the seller to assess his own tolerance for risk and decide whether he is willing to accept the risk of loss or fraud that comes with selling on eBay. Enter the tracking number, or if you dont have it, the date you shipped the item. 4. What would you expect if you bought something and never received it? Thanks for the advise, I'll definitely do that next time I list something. Knowing your shipping cost is critical to pricing your items right and maintaining your profit. I also note that he waited about 33 days before filing for a refund. Send a message to the buyer. The seller should respond within 3 business days to provide a delivery update, offer a replacement, or give you a refund. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. They receive so many legitimate orders that it's easy for fraudulent orders to go by unnoticed. eBAY cannot prevent a refund from happening on an item that was mishandled by USPS lost, stolen etc. Want to know why Amazon is one of the biggest, most successful companies in the world? If the seller presents evidence that they delivered the goods to your address, PayPal may find in favor of the seller for an Item Not Received claim even if . The case is especially noteworthy given the increase we've seen in reports of sellers providing fake tracking numbers to win Item Not Received claims . could it be i am upto date with something, I don't sell much tbh. I feel like I was generous offering half because once it is at the post Office, I should not be held responsible for it's delivery, especially if the buyer did not buy insurance. I went ahead and provided the tracking # as I used UPS with signature confirmation through eBay. 06:32 PM Keep in mind that you have 3 business days to resolve their issue before they can ask eBay to step in to help. These Claims are not to be taken lightly. from item not as described claims on eligible transactions. Readers like you help support MUO. The perpetrator might do this because they want to save money on a . Sellers buyer insurance, not buyers. Locate the dispute and click View in the 'Action' column. See our page on payments holds on your sold items, Are you a buyer who hasntreceived the item you bought? Like in my own experience for example, if a buyer claims, INR, and it shows it was delivered, I don't even respond to the INR case. If you meet all the requirements,* PayPal can help you protect your online sales and minimize losses due to claims and chargebacks at no extra cost. If we step in to help, you will no longer be able to issue a refund. But they don't have to disrupt your businessor your profits. Begin conversations with an open mind and listen patiently. To do so, go to the Performance tab and click A-to-Z Guarantee Claims.. 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. We will also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. Buyer eligibility criteria for filing a Claim: You and the buyer do not resolve the issue(s) within 48 hours of the Buyers first message. You wont receive a final value fee credit if this happens and you may also receive a defect, which may affect your. - edited Its a good practice to constantly monitor your. If a buyer contacts you via buyer-seller messaging, make sure you respond to their questions within 48 hours. Having a claim filed against you doesnt necessarily mean youll be penalized. This allows unscrupulous buyers to receive a delivery and then claim otherwise. If the seller cannot offer a solution to the buyer within 48 hours, then the buyer can open a Claim, leaving Amazon to decide whether the buyer is eligible for a refund. Does anyone have any idea why after closing the case in my favour eBay would have still gone and given the buyer a refund?That further reinforces my feeling that the buyer is gaming the system and somehow knew they would get a refund on this order and why they never reached out to me first before opening a case. Click on the Response Required tab to review. Here you can discuss all things shipping with other members. 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. $90 is a big hit for me. Refund the buyer. 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. For more information on how to handle these requests, and how eBay can help, take a look at handling payment disputes. They agreed to have me ship the item anyways to resolve the claim. Just the listings that you are going to require it on. the item not received claim is pending buyer action Sign in what are the 3 ps of dissemination. Buyer opens a case. Simply select Take Action beside the item and then Ask eBay to step in. The buyer withdraws their Claim and there is no impact on your account health or ODR. Be sure to ship to the address listed in checkout. Please We hope this article helps you understand why A-to-Z Claims can happen and how you can avoid them in the future! I'm guessing that the buyer wants me to budge for a refund but it's an assumption right now. Using their resolution center, the first step is to make eBay aware of your grievance. Avoid selling to anybody without positive feedback. 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. And even those that do request a signature often don't ask for ID. Depending on the sophistication of the scam, the item that's returned may be a cheap replica or just a random item that happens to fit in the box. Proof the buyer received a refund before the case was closed. The likelihood of them loosing your packages is still very high. I should mention that the buyer is only messaging me for proof but not actually taking action as it still says "pending buyer action". If you cant resolve the buyers issue, or disagree with their reasons for opening a request, you can ask eBay to help. There is a risk of loss or fraud with every single eBay transaction. 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. . Fortunately for sellers, buyers cannot just open an A-to-Z Claim for any reason or at any time.
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