My account is showing that I have 4 items to send out even though everything has been sent? I'm assuming that's what the signature read or do I need to contact UPS for the actual signature? You can work to help prevent claims by following the same customer service tips we gave to help prevent disputes. The policies on such marketplaces sometimes unfairly favor the buyer. (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. AND the buyer did not buy insurance, WHY am I responsible for the buyers refund? How to Set up Your Shipping Options: First Steps, Update item specifics in bulk using the file download/upload feature, How to create a listing: the step-by-step guide, Rules and restrictions in selling: items categories and number of listings, How to register as a seller on eBay: step-by-step guide, What to Do if My eBay Seller Account Is Blocked, How to set up your shipping options: step-by-step guide, How to Set Shipping Exclusions to Specific Regions, How to make your packaging eco-friendly: 11 tips for a sustainable eBay seller, How to make your listings more mobile-friendly, Checklist: your perfect listing to sell clothes, New Bulk Listing Tool: advantages and features, How to list faster with business policies, How to create a listing with a charity option, Selling Limit and Zero Insertion Fee Listings, How Listing on eBay International Sites Can Help Increase Sales, eBaymag: the tool to manage listings and optimize shipping, How Buyers Feedback Affects Your Feedback Metrics, How to improve your seller performance standards, Setting buyer requirements or blocking a buyer, What to do if a buyer has not paid for the item, Monthly Zero insertion fee listings and basic fees on international eBay sites, Latest changes to VAT import regulations for the EU, What does it mean for eBay to manage payments, How to set up and change your payment method for fees and selling costs, Selling Products with a CE Mark into the EU, Extended Producer Responsibility (EPR) for business sellers listing on ebay.fr, Extended Producer Responsibility (EPR) in Germany, Using of the UKCA/UKNI and CE markings in the UK market, eBay Stores on international eBay sites: fees and benefits, Connect with more buyers using social media, Promoted Listings Standard, Advanced, or Express? Totally FED EX. Something went wrong. I went ahead and provided the tracking # as I used UPS with signature confirmation through eBay. The "item not received" scam is relatively simple. This helps Amazon determine if a buyer received the item. Sent buyer item per USPS. Selling my old mobile. Brian is a writer and entrepreneur with over 6 years of experience in e-commerce and selling on Amazon. (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. Cases take some time to go through the system but this will close in your favor, if you have that delivered scan. 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. Your products may have been in top condition when you shipped them out. I have had this happen with both UPS, Amazon Flex, and USPS. 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. A dialog will open as you type your search terms. have tried clearing cache at my end but it's not working so I guess it The case will not affect your seller performance. Yes, it harms businesses, but it actually affects other consumers. Small business tend to have small profit margins and it doesn't take many instances of fraud to shut them down. According to Amazon, here are the two buyer issues that qualify for a Claim:. 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. We will also automatically remove any negative and neutral feedback, defects, and open cases in service metrics. They agreed to have me ship the item anyways to resolve the claim. Hi all,I'm in the UK. Before responding to a Claim, assess the situation. 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. Many problems result from miscommunication or a simple human error, and this is your opportunity to clear them up. Scammers prefer to order items from far away as the seller is less likely to turn up at their door. If you and the buyer havent been able to resolve the issue within 3 business days, you can ask us to step in tohelp. The buyer doesn't have to buy insurance, seller does. Any suggestions or should I wait for buyers action? Any correspondence between you and the buyer that proves you spoke to the buyer or received an email message from the buyer with an acknowledgment of receipt of the order and/or satisfaction with the transaction. Tracking details showing the buyer received the item before the case was closed. You can choose to refund the customer while the investigation is still open. The reason the As it says. If a buyer contacts you via buyer-seller messaging, make sure you respond to their questions within 48 hours. It does not get canceled out if under $750.00 but you would or should still win. I hope you can help me. When I say call eBay, I mean, just call them and cut the buyer off from any further means of escalating things. You can ask us to step in from the Returns & Refunds section of Seller Help. Without a signature, it is harder to prove that an item was delivered to the customer. I'm guessing that the buyer wants me to budge for a refund but it's an assumption right now. Once the buyer has let you know that they have an issue, you have 3 business days to make things right. Whenever possible, we recommend resolving your buyers issue directly and not asking eBay to step in. You and the buyer do not resolve the issue(s) within 48 hours of the Buyers first message. 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: 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 After that, if the matter hasn't been resolved, either of you can ask us to step in and help out. Have you received one before? I've just received an offer on an item I'm selling and want to send a 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. One of the reasons a customer may open a Claim is because the product they received did not meet their expectations, based on your, Manage customer expectations with strong listings. Reddit and its partners use cookies and similar technologies to provide you with a better experience. Even if you believe the customer is in the wrong, it is easier to try and meet their needs to avoid going through the process of dealing with a Claim. local_offer Tags: Amazon Policies, Seller Resources, Seller Strategies, Your email address will not be published. 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. Choose this option if you don't have tracking details from one of ourintegratedshipping carriers showingthe item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. Privacy Policy. You need to reply in English as this is a US community board. How to use your eBay earnings to purchase shipping labels. Want to know why Amazon is one of the biggest, most successful companies in the world? acknowledged the sale. Significantly Not As Described (SNAD). Learn why claims occur, how to respond to them, and what the claims process looks like. If something goes wrong with an order, a customer may open a case. If you're getting a refund, it will go back to your original payment . That is a totally **bleep** policy from EBAY. Is there any way to fight against a customer saying there item was not received and the tracking shows otherwise. Needless to say, this carries its own risks and it's therefore important to do so in a public place. Scan this QR code to download the app now. The only difference is that FBA sellers are not responsible for delivery-related issues. I'm done with them. Amazon Policies, Seller Resources, Seller Strategies, Uncategorized. Youll find information on whether the buyer is requesting a refund or would prefer to still receive the item. I Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Check the delivery address you gave the . This means that many online retailers simply haven't put sufficient resources into solving it. If you do not provide valid tracking information, any Claims made will be granted in favor of the buyer. After that time, either you or the buyer can ask eBay to step in to help resolve the issue. A temporary hold may automatically be placed on money when a claim is opened. It's not your fault..but you're responsible none the less. - edited If we step in to help, you will no longer be able to issue a refund. 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. I looked at your sold listings and none of them actually required signature confirmation. Theyre. When a buyer opens a request, the funds related to the sale may be put on hold. UK seller - Return to international selling since Brexit, Issues with customers unable to request a combined postage invoice. Having a claim filed against you doesnt necessarily mean youll be penalized. This is so your buyer is not surprised by it. The majority of these scams are carried out by dishonest sellers, and the victim is usually the person buying. No, you didn't. Cookie Notice 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. However, depending on the payment method the buyer used, it can take up to 30 days. 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. Read our article on what to do if you havent received your item. If a buyer dispute cant be resolved, either party can escalate it to a claim during the 20-day period. 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. As I have heard and said a million times, Ebay needs to protect their seller base too. Buyer has waited until EDD +3 days and first contacted you through Buyer-Seller Messages; and 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. My For more information, please see our While it may not be your fault, it is still your responsibility. Examples: Keep in mind that you have 3 business days to resolve their issue before they can ask eBay to step in to help. Best of luck to you. Best response so far, really hits the supporting and motivating checkboxes. Just the listings that you are going to require it on. A buyer can also file a claim (without first initiating a dispute) if they feel their account has been used fraudulently. If you're unable to request a refund from the seller successfully, you can file a 2-Day Purchase Protection claim. The perpetrator purchases a product online, has it delivered, and upon receipt, claims that they never received it. Maybe your buyer can be talked into waiting awhile longer. If you receive too many Claims that are decided against you and your order defect rate goes above 1%, your seller account is at risk of becoming suspended or worse, permanently banned. Once your item is shipped, make sure you confirm it in Seller Central. In the email you received telling you the buyers issue, select See request details. Well use cookies to improve and customize your experience if you continue to browse. Start here: Multi-Factor Authentication Versus Two Factor Authentication. https://www.valueaddedresource.net/ebay-germany-ends-fees-for-private-sellers/#:~:text=eBay%20Germany%20has%20announced%20that,%2C%20effective%20March%201%2C%202023. When you make a purchase using links on our site, we may earn an affiliate commission. 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 . Manage customer expectations with strong listings. Buyer opens a case. This hold will stay in place while you work with the buyer to resolve the claim and will be released back to you if the claim is settled in your favor. Hello,A buyer has put in an "item not received" claim but has left a comment stating another vague reason (unless I'm reading it wrong). But now, buyer is actually claiming under the comments that the . Its a good practice to constantly monitor your. (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. You and the buyer do not resolve the issue(s) within 48 hours of the buyer raising a return request. Returns happen. Where possible, sell items in person. For returns-related Claims: Eligibility of return request, domestic return address, returns shipping details (such as return label). But they don't have to disrupt your businessor your profits. Respond to your customer with an explanation of what happened and suggestions on how to resolve it. See the instructions below to find out how. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue. Elliot is a freelance tech writer. You should report missing packages to the shipping carrier you usedthey may be able to help. I scanned her QR code and ebay What's the best way forward with this, I don't want to get scammed? can someone provide some straightforward guid Not sure if this is just me or a bigger problem. However, this does not protect me from a buyer stating only one of the two items was received. (Your 'little over one month/33 days' is not enough info to determine that.) 08:11 PM For Item Not Received (INR) claims, if you provide the relevant information as outlined in the Seller Protection Policy, and the claim is decided in your favor, the money will be released to you. 2. They also record the GPS coordinates of their drivers. Just a heads up for anyone using Inpost previously until a few days There are a few types of cases that an eBay buyer can open. Give your customer a break today and you could open the door to more opportunities tomorrow. View related content below. The buyer is asking for a full refund. I went ahead and provided the tracking # as I used UPS with signature confirmation through eBay. Thank you. 11-12-2020 I know the $90 is a big amount. So how exactly does it work? the item not received claim is pending buyer action Sign in what are the 3 ps of dissemination. Or is that a different process from calling? They say "Tracking shows item delivered, but I don't have it, want a refund". I am a beginner and will appreciate any good advice. Check out these international shipping tips, Making your listings available internationally is easy and can help you grow your business. If you are unable to resolve any issues a customer may have, you run the risk of damaging your overall account health and. Once a request is opened, you have3 business days to resolve the issue. Because I do purchase them even if it's below it for my peace of mind.Aside from that, I don't see an actual signature but I do see the buyers exact name as the recipient of the package. The purpose of the scam is to get a refund and therefore obtain the item in question without paying for it. 07:11 PM Hi All, Following up to provide some clarification around the no 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. of Seller Preferences, Manage Who Can Buy From You? In some cases, a seller may have to cancel an order for example, if a buyer has sent a cancellation request or hasn't paid for an item in time. I often take pictures of the items in the package, and of course, the weight of the package indicates the number of items (usually candles). More information on our upcoming eBay UK Events. There are very few (like the example I just gaveand can't even think of another) where eBay will automatically find in the seller's favor.. so in those cases, I just call to be done with it quicker than listening to any further B.S. from the buyer. The catch is that instead of returning the item that was purchased, they return something else of lower value. Landlines can still be Begin conversations with an open mind and listen patiently. You can also ask us to step in and help from Seller Hub or from My eBay Sold. They are: Item not received; Item not as described; I want to return the item for a refund; Item not received. Any feedback left for this transaction will be removed. The seller should respond within 3 business days to provide a delivery update, offer a replacement, or give you a refund. Prep for the holidays that drive the highest ad spend and conversion. It all comes down to your customer service skills and willingness to go the extra mile for your customer even if theyre in the wrong. If eBay closes the case in your favor, the case will be closed immediately and you wont need to do anything else. There is a risk of loss or fraud with every single eBay transaction. course, I am not registered as a as above, I don't think i have been given the option by ebay for over 4 Refund the buyer:The buyer will get a full refund, including the original shipping costs. This process usually takes about 30 days, but more complex cases could take longer than 30 days. If a buyer opens a request, we'll send a message with all of the details to your registered email addressit'll also be available in your eBay Messages. Tip. Sometimes they will Ok to insure yourpackage. USPS lost package, no insurance, am I obligated to refund buyer? 11-12-2020 What are they playing at and why would eBay even allow them to open a case considering the order showed as delivered on the eBay order? collected them on the same day. Upload tracking as soon as you ship the item. If the order has a total cost (total of item(s), shipping and tax) of high value items (750 USD/CAD/AUD or 450 GBP or 550 EUR or more, depending on the international site you are selling), it should also show the signature confirmation of the recipient. Sponsored Link. If you purchase shipping through Amazon, Amazon will take the loss when an item is Claimed as non-received and you will not be affected. everyone else I know got Easter offer except me.. Mastering GSP: How to Block Countries Like a Pro! Your buyer may open a dispute with their payment institution if they believe there's an issue with their order. You have up to 30 calendar days after the estimated delivery date has passed to report that an item hasn't arrived. I never ship anything over $50 without insurance if it is a small, larger things go priority and you automatically get $100 worth of insurance through Ebay labels. Include key details such as sizing and weight, and provide clear, high-quality. You wont receive a final value fee credit if this happens and you may also receive a defect, which may affect your. Youll also see your response options: Youll need to provide tracking within 3 business days of the request being opened, if you havent done so already. Youll see the refund amount, and you have the option of adding a message to the buyer. If you and the buyer havent been able to resolve the issue within 3 business days, you can ask eBay to step in to help. Your obligation is to deliver the item tot eh buyer. If a claim is filed, the seller is asked to respond within 10 days. If Amazon grants the Claim in favor of the buyer, you have 30 days to. We are being forced to refund any complaint of item not received in hopes an AtoZ isn't opened. Holiday shipping is now in full swing, check out these helpful shipping tips! Wait for the buyer's action. But if your packaging is not great, it could potentially damage or alter the product before the customer receives it.
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