You’ll receive the return shipping label credit on your monthly invoice. 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. Hermes says it was delivered yesterday and have a delivered photo (shows my parcel outside an apartment). If it is true that you sent the package in all honesty here. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. If you did then so long as the tracking proves that the item was successfully delivered to the address provided on the PayPal confirmation of payment e-mail the buyer will have no way of being able to win an Item Not Received case. i had a buyer last week, claimed not to have recieved an item. Does anyone know anything about opening a mail fraud case? i have been seller for few years on ebay and other online websites and i never shipped item with signature even thought paypal was protect me since the tracking number show item delivered to the city, state and zipcode match the buyer confirmed address . For example, under eBay’s money back guarantee a buyer is allowed to dispute a product if it is damaged, is not received, or is not as described in the listing. I am too new to have this happen so I caved! The seller forcefully and aggressively refused to give any assistance whatsoever, and because Hermes have marked it as delivered, eBay couldn't care less!. MY SURPRISED WAS AMAZON THEY DON’T EVEN TRY TO HELP ME AND PROTECT ME AS SELLER THEY JUST REFUND THE BUYER I HAVE TRIED TO GET MY MONEY I CONNECTED AMAZON FEW TIMES ALSO I APPEALED THE CLAIM BUT NOTHING HELP ME AT ALL . Remember, she claimed she never received the doll in the first place so this tells me she is scamming others. Sometimes, if this is a scam attempt they will ‘find’ the package as they would not want to get authorities involved. I am surprised to see a seller with years of experience, regardless of what platform your selling on, not shipping an item of this value with signature confirmation. ), {"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}}. Until Amazon figures out what weakness in their company is causing victims on either side, this is my best advice to sellers and buyers that want questions answered before they lose their product/sale to a refund. Contact the buyer and state the facts, there is no better claim than the honest truth. #ebay #ebaysupport #ebayhelp #ebayadvice I have been an ebayer since 2003. Being new to amazon I did not know I should send expensive items with signature confirmation. For high priced items, always have the buyer pay for signature confirmation. In another forum thread, on the topic of buyer scams, Bigian13 said: Customer claimed they had not received their item but had ordered several items from other eBay sellers and they had all arrived. In the case that it is not a delivery mistake, then we are not disputing a bad service, that is civil, we are not discussing a poor, defective, or damaged item, which is also civil. Read the forums and all the documentation that’s out there. ice-cat. You will need the tracking number in order to win the case, as if the buyer escalates the matter to eBay in order to try and force a refund then in the absence of a tracking number proving successful delivery of the item then eBay will decide the case in the buyer's favour, in which case you'll lose both your money and the item. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. What to do when a buyer opens an item not received request. Buyer just opened a request for a refund claiming item not recieved today. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. SO NOW I KNOW AMAZON THEY DON’T PROTECT YOU AS SELLER ALL THEY CARE ABOUT TO MAKE A BUYER HAPPY DOESN’T MATTER EVEN IF WE ARE AS SELLER LOSE MONEY AND THAT’S MAKE BUYERS TO TRY TO SCAM WITH HIGH SUCCESS . Do I reply with tracking information saying there is delivery proof/ photo and ask if I take this up with hermes?Thanks for any replies/ help. She told me due to " Corona situation"( Her words) she couldnt fly home until 4/1 and she opened the package and I had send her a " EMPTY BOX" which … 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. Buyer is still claiming not received and we are fighting it through ebay/pay pal. No one is asking amazon to blame buyers for postal mistakes, or lost packages. With ebay signature confirmation is not necessary, delivery confirmation is enough for them to favor on side of seller. Advice to sellers. In future always add tracking to ebay prior to delivery. Guess this is a learning experience (expensive one). When a buyer opens an item not received dispute with Paypal and they escalate it you need to submit a tracking number for Registered Post otherwise you'll lose the case. Discussion in ' Online Marketplaces - eBay, Amazon, Etsy and more ' started by Hugo , Apr 20, 2011 . I asked for photos of the packaging and contents but received no reply. Tracked or not, people start to query late parcels long before 12 months. Hope that helps! Of course, having been ripped off in the past by buyers, i always use recorded delivery- when i went on the royal mail site to check her tracking number-hey presto, it was delivered the day after i posted it, & her signiture was there in black & white. With the tracking showing as delivered you should win any case. If i deny the refund, as i have proof of delivery, what can i do if the buyer leaves negative feedback. Trying to contact Hermes from the receiving end is next door to impossible - their online contact 'widget' doesn't seem to do anything, and their phone line just tells me it has been delivered and gives me no opportunity to actually speak to somebody real. Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. That is how it works. Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. The only way to do that is to have proper procedures for investigations; and to let both buyers and sellers know, that when something goes wrong, there will be delays for both – keep it fair, and real. Have sent item using myhermes at beginning of this month. I mentioned this to the buyer and they still claimed not to have recieved anything. Either there was a mistake, or a crime. You will also report this theft to Amazon and the UP Postal Inspectors for their protection and that any subsequent orders to them will be shipped with signature confirmation. Now to cap it all, eBay have even removed that. The necklace was sold and delivered over A MONTH ago. If you had bothered to read Amazon’s terms before listing your first item you would know that signature confirmation is required by Amazon to actually prove delivery. When a buyer claims that they did not receive a package, sellers need time and proper procedures, at least a lot more reliable and scam-resistant than the current ones; to investigate the matter; in fact sellers should be entitled to that. I mentioned the photo hermes took showing the item outside their apartment. When a buyer claims that they did not receive a package, sellers need time and proper procedures, at least a lot more reliable and scam-resistant than the current ones; to investigate the matter; in fact sellers should be entitled to that. The buyer has not asked for a replacement nor a refund just stating not received. The cheeky mare even opened a case against me!!! Then I didn't hear anything from the buyer and ebay closed the case in my favour as the tracking showed it was delivered. eBay will then remove the negative feedback from your feedback history, along with the associated defect, and it will not have any damaging impact upon your selling account. Wish I would have held off and tried your technique. My question is, can I do anything to try to stop this buyer from doing this to others? Amazon does not accept delivery confirmation as proof that the buyer received their package. Upload tracking to eBay. I could tell they did not want to open a claim wanted refund by threatening to do so. personally I think paypal is not fair ,destroy the foundation of the trade ,the agreement . In the event that you haven't entered the tracking number against the item in question go back and do it now. We’re the manufacturers of one of our items and we received quite a few messages from a buyer detailing that he was yet to have received his order of it from us. Being “new” is no excuse for not knowing basic rules. If Hermes are involved, don't just assume that it is the buyer 'trying it on'. Advise the buyer to please be patient and cooperative if they are contacted by local law enforcement regarding theft, or the FBI regarding mail fraud; and/or if law enforcement questions their neighbors, private security officers, landlords, or local businesses for information and camera footage. Ask they check with neighbors and other family members as well. Happy 2021 (I say with absolutely no enthusiasm whatsoever! If you ship with USPS, you can open a claim but that can take 30+ days, so it isn’t worth it. 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 suspected perhaps this was a fraud purchase. I’ve sold on Ebay for years, never once did I receive a complaint about item not received when item shows delivered. from October 2008; to December 2008; last updated – posted 2008-Dec-9, 1:49 am AEST posted 2008-Dec-9, 1:49 am AEST User #83462 1167 posts. I would respond to the buyer letting them know you are going to have the USPS investigate the possible theft and will contact their local Post Office to see if the carrier can provide additional delivery information. Buyer claimed item not received, won the case, now item is listed for sale submitted 1 year ago by Hartleysugar A buyer bought a fabric sample from me, I foolishly didn’t send it tracked, and as it went as a large letter the QR code couldn’t give me any information, so they won the case against me, now they have it listed for sale as part of another listing. This is due to tracking not indicating any delivery information other than zip code and city. I hope ebay closed the case in your favour. I provided evidence to show I had received no payment. The rules and experience are totally different. eBay will then remove the negative feedback from your feedback history, along with the associated defect, and it will … If it is true that you did not receive the package, in all honesty here. Always better to be safe than sorry. When you posted the item did you enter the tracking number against the item in question on the Sold Items section of your All Selling page? Whirlpool Enthusiast reference: whrl.pl/RbEXig. It’s an easy thing for dishonest buyers to exploit. Sellers need time to determine that from a legal standpoint, and Amazon and their buyers need to get off their corporate high-horse and wait to see that the seller is not just as much a victim. It’s not up to the buyer to decide if they want SC . I would do this after reporting the potential theft with the USPS Postal Inspectors which you can do so through this link: Sent a few items by a Click and Send satchel on January 3 (just tracking, no signature). hi, can you please let me know what happened with the case? Catherine Lewis was left out of pocket after selling a coat. It was an expensive lesson you could have gotten for free if you’d done just a little research before listing. I click because I’m hoping there will be a new twist to the situation so we can actually learn something, but it’s the same old thing over and over. read up on how to address these if you can accept the risks: https://sellercentral.amazon.com/forums/search.jspa?threadID=&ref_=xx_sfsrch_cont_sfsrch&q=tracking+delivered&objID=&userID=spoonyfork&dateRange=last90days&numResults=15. So many people just jump into things without taking the time to read and learn and plan first. Not something the seller can be penalised for with the evidence provided? Tracking shown delivered over a month ago. Again, I appreciate the good info. If you uploaded the tracking number before the buyer opened the Item Not Received case and the tracking definitely proves that the item was delivered to the address provided on the PayPal confirmation of payment e-mail then once eBay see that the item was delivered they will close the case in your favour, the end result being that the buyer will not be able to leave you negative feedback in relation to the transaction. There is a number for click and send that also qualifies I think. 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. Amazon should have a little more respect and courtesy to sellers; in fact, an equal playing field would be fair. Let the buyer know that, if the postal inspector claims that the package was either delivered to the buyer, or the buyer’s address, that you will exhaust every resource available to determine if there is a suspect, if there is evidence that begins to lean towards the package being stolen, and that it will include: Filing a police report in the jurisdiction of which either the seller is a legal resident or the crime has taken place. … Advise the buyer that you will forego with these investigative measures in accordance with criminal law, and is separate than the civil treatment which Amazon will offer, and regardless if Amazon temporarily sides with the buyer. Having had problems with Hermes myself recently, it is quite possible that the buyer is telling the truth, and Hermes have delivered the parcel to completely the wrong address. 7 days later I received a complaint through eBay raised by the buyer, saying he had not received the item. I suggest you delete all your listings until you have all the fundamentals of selling on Amazon down. Buyer Claim Item not received.. Ebay . As long as you sent with tracking and the tracking says it was delivered then ebay will side with you. You can click the ‘Contact Seller Support’ link at the bottom of this email and report this buyer as a potential fraud buyer due to their non-delivery claim. buyer paid 4$ for shipping and the item sent out via canada post regular mail , buyer claimed non received after 30 days and buyer won , paypal issued the full refund . I've responded with dates, tracking number and photos of online details. Once you have done that click on the Save button beneath that white box and the buyer will be unable to purchase anything else from you in the future and cause you any further aggravation. Signature confirmation is obtained and paid for by the seller. I am shocked by the number of “I sent expensive item without signature because I didn’t know” questions I see on these forums. Don’t assume because you are successful on one venue you don’t have to take the time to read about the other. Have you added the tracking number against the item in question? Are they trying to scam me? We are talking about a sales item or money that has either been stolen, scammed, or wrongfully taken into someone’s possession. Buyer claimed to have not received item but actually did? Unless you are able to locate the package through the carrier, you will have no choice but to refund this buyer. The buyer also opened an Item Not Received case. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. That was before eBay’s latest update to selling standards. Could it have been delivered to wrong address (I used address ebay gave me and went throught ebay packlink), could it have been left outside and stolen? Amazon will go through great lengths to side with claims from buyers regarding their package not being delivered to them, and they will do so without a fair investigative procedure for the seller, and timeframe to conduct it. Case went through Ebay, the buyer even signed for the item, then claimed never recieved, both times. The buyer emailed me saying that they did not receive their item and requested a refund. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Sorry this happened OP. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . The Australia Post site says it was delivered on January 8 and 10:14am. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. Then, inform the buyer that you will need time to followup on their claim by contacting the Postal Inspector to track the package and determine if any mistake has been made with the delivery, or how it was delivered. Apr 3, 2020 12:12:44 PM. Item Not Received (INR). I think it would have worked. Finally, if you have not already done so use this link https:/offer.ebay.co.uk/ws/ebay/isapi.dll?bidderblocklogin to access your Blocked Bidders Link and add the buyer's User ID to the large white box that appears on the screen. Ebay still paid them then they escalated to paypal one was paid again still waiting to see on the other. And this is the problem. VS_UK 2018-11-23 08:06:34 UTC #1. A month later, the buyer claimed the coins were “not as advertised”. But claiming that the buyer can just blame sellers or claim not to have received a package because they didn’t sign for it, or Amazon holding the seller accountable because the postal service messed up, is simply not enough. Otherwise you may not be covered. If I get another A-Z i think i will loose the will to live. ref: whrl.pl/RbEXig. Case says waiting for buyer to respond. So what happens now? So I am left out of pocket with no course for redress, other than to leave a carefully worded, polite and factual negative for the seller (which due to his attitude, he thoroughly deserved). For instance, the buyer ordered a red sweater but received a blue one instead. I had a similar one not long ago - Hermes marked as delivered, and put a photo of the package being dropped into a milbox as proof - trouble is that it wasn't my letterbox, and doesn't appear to be anywhere in my locality either ( I showed the pic to my Royal Mail postie and she didn't recognise it - and she has been delivering in the district for over 15 years, so knows every letterbox, mailbox and safe place). Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. because i am having the same problem with one of the buyers! Finally the person paid through PayPal. Let the buyer know that you will refund in full if you are unable to locate the package. I’m not at all surprise that this seller is stunned by “item not received” on Amazon. Any other suggestions to me for future expensive items would be welcome! Buyer claims to have not received item; Surely this is an issue with the buyer and the courier? Return abuse happens when a customer files a false claim and a marketplace refunds that customer’s money. I sold an item, shipped ( which tracking says was delivered) , and left feedback for the buyer. Ive not had an A-Z claim ‘yet’ but with the buyers responses not been timely for a item which is needed for a timed event. While this protects the customer, it also has the potential to backfire on sellers. Thank you for taking the time to post. I can not guarantee this, but I submit that there is a greater chance of the truth suddenly starting to easing out than pus from a gangrene; packages suddenly being ‘found’, and claims suddenly mysteriously being dropped. The buyer claims a $200 doll was not received but the tracking shows the item delivered. I do mine as soon as I send. Amazon is not eBay. Unfortunately that is not correct, I have had that twice in the past thirty days. After this, eBay will step in. In the email you received telling you the buyer's issue, select See request details. This police report will then either be forwarded to the local precinct of where the criminal investigation will need to place, or in some cases investigators will travel to the area. Now obviously if the item arrives damage or not as described, that's a different story. I got a case right now opened by the buyer claiming she didn't received the item. If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. I have been a seller on Ebay for over 13 years and I just know when a seller is trying to use the system based on the correspondence they send. Page 1 of 2 1 2 Next > Buyer is still claiming not received and we are fighting it through ebay/pay pal. Buyer claims he has not received it. When the buyer claimed she had not received it, eBay issued a refund. They've just now opened a not received case. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Not been in this situation before so any help really appreciated. Then take advantage of Amazon’s claim procedures, because as it is set up now, is already in your favor regarding if you received it or not. Significantly Not As Described (SNAD). 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. “Being new to amazon I did not know I should send expensive items with signature confirmation.”. Edited by: first-rate-computers on Feb 3, 2016 10:14 AM. Starting with advice to sellers. Archive View Return to standard view. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. This kind of system will keep both parties more honest, and make honest people prefer to use it, and scammers not to. I did refund the customer. I had added the tracking number which said it was delivered. Scammers only congregate in areas with an unfair playing field, amazon should not provide for that. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. eBay are apparently holding my funds in paypal. I will be glad when I have more transactions so I will have some leverage. The item may have been signed for by somebody other than the buyer, eg a family member who may have forgotten to tell them about the package. Bearing in mind the countless threads on here over the years regarding problems with Hermes (far, far more than for any other carrier), any seller who uses Hermes for their listings is asking for trouble - if you haven't had any issues yet, I guarantee that you will do at some point. 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