ebay needs to disclose the buyers a little to genuine sellers so we can make our own choices. In the email you received telling you the buyer's issue, select See request details. We do NOt claim it has been delivered, but state ‘IF you have arrived at this page, you have scanned a packet with our QR code on it. It’s like a milkman not picking up empties – why wouldn’t you?? (we cant write back to tell you about any action, because we never take any, we wont even look at your complaint). Buyer saying they received incorrect item , and wants me to pay return p&p. We realised after a year that we were losing out on smaller orders as people would simply not pay for this service. As long as the transaction was made using the 'BUY' button then you are both covered by PayPal Protection, this means that the buyer can decide to open an 'item not received' or 'not as described' claim. For some strange reason a few buyers don’t seem to like their dirty washing in public view and then turn their feedback to private I wonder why? Sellers are of course advised that it is best to send everything tracked. We purchased the shipping through Amazon services. Once a request is opened, you have 3 business days to resolve the issue. by osohappycards. You have the option of adding a note to the buyer. we are idiots, for continuing to sell on ebay and subject ourselves to this abuse. Learn more about our signature confirmation requirements. Unless you’re an amateur, or rogue. Copyright © 1995-2021 eBay Inc. All Rights Reserved. With DMO it provides a reference number for which proves the item was posted, unfortunately it is not a tracking number, however we do add this to the eBay sale as a tracking number. Don’t let them push you around. Tell them that you need the case so that eBay and Royal Mail can investigate (a slight exaggeration but not too far from the truth). If they claim it was not received, and you give them a refund, and you don't get your item back, then they likely got the item for free, and that is the scam. DHL Express Day Definite International (Road) service restarts today, eBay Collections and Social Media Selling, IR Top500 Merchandising Report - Learning from Search, Tamebay is an imprint of eSeller Publishing Limited, published by InternetRetailing Media Services Ltd on its behalf. Select the carrier you used from the dropdown list. If my comment is stupid, then perhaps all of those people are liars ? This year we have started putting a QR code on all packets sent. “Item has not arrived I would like a refund, I had to buy it in the local store”, There are 10 of this item world wide on eBay and manufacturing ended 15 years ago how lucky to buy one locally for this buyer, Next one sent a message saying the item had not arrived so I replied with I will post a replacement out ASAP then got this, “Good morning, c_milner1 2017-03-29 14:17:37 UTC #1. It seems the vast majority of problems with Royal Mail are caused by posties not leaving “Something for you” cards when the buyer is out. Not every retail shopkeeper has easy access to a computer, even in this day and age many older people wouldn’t have a clue how to list something online – I know that, as I talk to the people who come in my door, and many of them tell me they have not got a computer. The vast majority goes Royal Mail 48. By obtaining a refund or replacement they effectively get the goods for … This is scannable and takes anyone who scans it with a smart phone, tablet etc’ to a page we put up on our own website. Now that your seller metrics won’t be dinged by defects regardless of how many cases are opened against you (so long as you resolve them before they’re escalated to eBay), make sure that any buyer you refund has opened a case. If we do get an INR we are able to going back into DMO, retrieve a proof of postage receipt and send it to the customer. For example, if I sold mobile phones, it’d be full tracking. Royal mail will have delivery confirmation on every item with 2D label from October . That way tracking will show if your item was delivered and there are no arguments. I also think that good and bad ratios will vary across categories, and as buyers don’t always stick to only one category, it might cause a lot of problems for those who often buy high risk stuff and make an average amount of claims for that category, then try to buy something totally different and fall foul of a seller’s blocks. Some of this is organised in a major criminal way. I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. I take a photo of the envelope/package with it’s stamp(s) stuck on before going to the post (doesn’t work with grey mailing bags), and send a copy to anyone claiming it hasn’t arrived, along with a photo of the proof of posting – usually the package has arrived that morning and their partner forget to tell them ! Enter your search term to display live search results. the above is all well and good This always strikes me as slightly underhand, but it is effective (or so I’m told by the sellers who use such labels). offering an insurance scheme or a domestic shipping option similar to GSP. Really does frustrate me that i am dealing with scams over £2.49, it is not like i was expensive or earning a fortune on this transaction, and now it is costing me labour to deal with the emails they are sending to rip me off. is there any evidence whatsover that ebay will do anything at all with all these open cases and reports? After this, the next response (if any) is to stall and we advise we will contact RM and QR scanning to clarify status……….It has worked in the main and most buyers claiming INR walk away……..!! Learn how to leave the ball in their court. Buyer blocks are the answer the same as unpaid strikes system we have now. There is an old saying that you cannot have your cake and eat it, and I think it applies quite well in this sort of scenario. The buyer goes to PayPal instead and opens a case and get their money back that way with no effect from ebay. Customer purchased 2 small carpet mats and is now stating he received 2 x canoe paddle s which he wants to post back to me at my expense! As I dont get that many INRs the addy is not used much, but it is funny when I do get an email on that address. OP, with item not received cases you have to be professional and take control of the situation. Refund the buyer: The buyer will get a full refund, including the original shipping costs. On the next page, enter your message and select. If your INR figures work out a lot higher than this, then you may be getting dishonest INRs and probably do need to track if the losses are too high otherwise. Sell on Amazon. Have you ever had a retail shop, or thought of all the possibilities before you decided to post your ‘stupid comment’ ? The buyer has notified you it was not received. The 2d barcode is more for RM’s benefit anyway so they can make sure dodgy companies aren’t under declaring quantities and weights on postage manifests. It’s only going to put off chancers anyway. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. You can respond saying the post office delivered them. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. My name is Bailey. Last year we thought we would step (a very small toe) back into the standard post for items of £5 or less and see what happened…….. YEP the INR claims started again….. How to handle a return request as a seller. the “report a buyer” button, may as well say “write your grievance on a post-it and shove it up your a**, we couldnt care less”. – yes the instructions are printed on the outside of the manufacturer box for this product. Most of the buyers on ebay think that it is part of their right to put a false claim and this is a normal practice and nothing wrong with that as this the rule on ebay MONEY BACK GRAUNTEE which means they can have the item the money and bullying the sellers as well. Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. 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. You can choose whether to accept returns if a buyer changes their mind about a purchase. they COULD monitor, ban, automatically track, proactively look out for the troublemakers, but it’s patently clear they dont. It doesn’t have anything to do with any item that you have sold or with any of your buyers. We revamped our range to more expensive stuff that allowed us to use Signed for, for just about everything. Buyer saying not received item. Not impose a surcharge or any other fee for accepting our Services as a payment method. golfmats1 2017-09-15 14:39:47 UTC #1. “hey this desk arrived damaged” ( was delivered 4 weeks ago) isreal post for example never obtain a signature so INR is a big problem there. You can contact the buyer directly to try to resolve the issue: It’s 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 weren’t home. Royal Mail should be helping us with tracking by affixing a 2D bar code to each and every parcel posted by a business. Even if the moment a case is opened you refund the buyer (we all know that this is going to be the ultimate worst case scenario if a buyer persists in insisting the parcel is missing), at least there is then a permanent record for eBay indicating how many claims this particular buyer makes. Sorry Samy, didn’t receive your post can you please send me a replacement………. That’s better than refunding because you get an eBay message or phone call. I go into ebay, get the customers phone and give them a ring and explain exactly what has happened. Sadly, according to many serial victims, ebay refuses to ban buyers who have repeatedly scammed multiple sellers, and until they begin to clamp down, we all have to expect the worst every time there’s a new message in our inbox. Read our article on what to do if you haven’t received your item. Suggested the buyer go to her local PO and ask about it. We were getting around 5 to 10 INR’S every week, now only 1 or 2. we dont bugger about with the cloak and dagger stuff i dont think so. green light good buyer (no problems) , amber light , a few INR cases but nothing to worry about but be aware high value items be shipped with tracking , or red light , ship with tracking only If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. Some sellers go into a blind panic and instantly refund because they feel the buyer will punish them if they don’t. “fine, i threw the box out a month ago when i built it, and now i’m leaving negative feedback” If you mean larger business sellers, then it is more likely, but you should have qualified your remarks. http://www.express.co.uk/news/uk/623088/Postmen-Royal-Mail-cameras-prove-parcel-deliveries, http://www.telegraph.co.uk/news/uknews/royal-mail/12023289/Postmen-will-take-photographs-on-your-property-when-they-leave-parcels-behind.html, http://www.dailymail.co.uk/news/article-3337971/Here-s-picture-parcel-hidden-rubbish-bin-Postmen-mini-cameras-prove-delivered-case-dispute-customer.html. 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. You don't need a CN22 for UK to NI via Royal Mail I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. What to do when a buyer opens an item not received request. The buyer will receive the item, and usually wait a week or so (or until you’ve left them feedback) and then send you an … I heard this from Royal Mail themselves that it is one of their biggest bug bears, posties not leaving cards. Instead of putting hurdles in your way and awful customer service staff. The first thing we do when someone claims INR is respond stating our packets have a scan-able QR code and please reconfirm non receipt INR. “there are no instructions” This does happen. However, I honestly did not get the package. Buyers are getting clever to work around these things. Sell on Amazon. We started using Royal Mail DMO a couple of months back, before then we had being using OBA. Paypal refunded the buyer the value of the item (£1000) Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. a good idea would be ebay give you warning the seller has a high level of INR cases , if the buyer buys from you there is a recomendation from prior to shipping the item to ship with tracking in the address section or use a ebay discounted postal label E Commerce is so important for the UK economy this issue needs to be taken head on. Most of the buyers on ebay think that it is part of their right to put a false claim and this is a normal practice and nothing wrong with that as this the rule on ebay MONEY BACK GURANTEE which means they can have the item the money and bullying the sellers as well. By continuing to browse this site you are agreeing to our use of cookies. “there are definitely no instruction on the box”. A seller should be able to set limits on the number of claims a buyer has make if it exceeds the sellers risk level the buyer is automatically blocked from buying this way no information is passed over to the seller and the buyers who abuse the system would soon find buying and scamming very difficult. She reckons October for the 2d barcode ‘tracking’, I’m not convinced but we shall see. Of course this will never happen because there are no scam buyers in eBay’s eyes and sellers are all con merchants and are just cannon fodder to eBay’s management. 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. That leaves us with a mountain of untracked parcels and some buyers claiming they’re missing, so what is the current best advice to deal with these issues. we do the same thing , you can tell these rats , you post a item on monday and by thursday they send a message saying item not recieved can i have a refund as i have bought it somewhere else Sadly the implementation of the tracking side is delayed and Royal Mail aren’t yet publishing tracking details and we’re not likely to see support for 2D bar code tracking on eBay before 2017. The simple truth is we are selling more than ever tracked on ebay and charging for this. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. I’m afraid ebay is encouraging the buyers to behave this way, most of the buyers buy from ebay and amazon, they never behave this way on amazon. Too many resolution cases opened and you’d lose your selling privileges, and that’s even if you resolved them all by replacing or refunding the missing product. PayPal don’t talk to ebay anymore so we get hit every way. A friend sort of follows your advice, by explaining to the customer that Royal Mail will perhaps contact them after a claim has been submitted, in order to verify that the package has indeed not arrived, and they find that very often no more is heard about it. {"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}}. I purchased an item ($215) and paid with Goods and Services. The cost of goods and postage, approx £15. The question is that will that stop buyers from false claiming the item not as described or even break the item to put a claim. I checked the tracking information and it shows the item was delivered. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. From my point of view, INRs aren’t a significant issue and I don’t need to add tracking or get signatures. 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 . Etsy accepts the post offices "delivered" as delivered. Sorry for the inconvenience and thank you for your quick answer! I have a printed business card with the email address on. I also think when evidence is obtained the Police should be involved. General Selling on Amazon Questions. We always publicly apologise on the buyers feedback using follow up feedback left it an item is “lost” in the post. Buyers have a reluctance to open resolution cases on eBay and repeat offenders will certainly be wary. Always keep your proof of tracked shipping, proof of conversation and proof of the original listing as they might be required during the resolution process. INR the great never ending issue of eBay. “there are no instructions on the box”. I think one guy was possibly lying, just from what he said about managing to get the item at his local market (unlikely because of what it was) but I’ve no reason to doubt the others. That was before eBay’s latest update to selling standards. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. and even then sometimes buyers really dont receive their item, ? Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. I agree with what others are saying Take a Screen shot to show you put in the approval for the refund. It’s surprising, if you suggest the buyer checks with Royal Mail and their neighbours or even their husband or wife, how often a parcel will then turn up before they open a case on eBay. Every single one of them that has been claimed INR has been eBay. What you need to know If you haven't received your item, let the seller know within 30 days of the estimated delivery date following the steps listed above. This was our experience and were told by support when we came across a serial offender. the item arrived some weeks ago but I found the envelope only today. i think this would be a good trial for ebay to roll out , if a buyer has more than 10% INR cases per month , put them on a watch list with ebay supplying a optional reduced tracking label , this will benefit buyers and sellers, ebay could use something like traffic signals only sellers can see and not disclose with a buyer That’s one example of the joys of online selling, and as the owner of a local high street b&m shop, any similar cases would not be tolerated, even if any customers were silly enough to try it on – everyone knows everyone else, so an individual’s character would be taken into account. if it cant be sent tracked or signed for we dont sell it What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. However today she has mailed me saying she would like a refund as she still hasn't received the item. You’ll also see your response options: Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. To say i'm a bit pissed off is an understatement! See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? 11.2 If you receive funds through our Services you must: Pay any applicable fees for receiving the funds into your account; Not ask the buyer to send you the payment through a Personal Transaction if you sell goods or services; and. HI every one i have sold an item for £23.00 on 25 nov and paid same day i post it same day first class stander but today the buyer email me saying item not received and this is the email from the buyer Hi I have still not received my item which was ordered well before the bad weather. Tip If the weight goes over 2kg, I send on courier if it’s viable to do so. I am the founder of Ringcrush, and of the "Million Dollar Etsy Shop". Of the 10s of thousands of sold items sold in the last 8 years. Getting a customer to open a INR doesn’t always work. Claim on everything maybe it gets enough exposure something gets done. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. – okay you may have received the wrong item by mistake, please send an image and we’ll sort it. Tip Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. From 1st June to today, I’ve had £20K sales spread over 1148 transactions on ebay. From that, I’ve had 3 INRs that I’ve had to refund. To be honest the problem is not with the buyers , the problem is with ebay. You'll also see your response options: I have als bought other items later and received them. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. You cannot find out further information without first signing in with the special password you received, when you signed up to you the service, hence if you do not have this password contact your seller, who can then scan further…. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. We have been hammered with these in the last month. As a clothes seller we recently found a customer who claimed she had not received her order wearing it on a photo she had posted on Facebook. – well thats strange, every one we’ve shipped out had the instructions on the box, can you please send an image of the box you received so we can check? I do something similar. RMG need to actually take more responsibility they are the people who are supposed to run a secure network. 66% of products from online marketplaces failed safety tests, “Trust but verify”: Bridging the trust gap in ecommerce, Enhanced eBay Seller Protection live from today, Rakuten Super Logistics celebrate the perseverance of ecommerce. Just one example of potential problems, especially if the shopkeeper decides to list their existing stock online as well – imagine someone clicks to buy online, but the item has already been sold instore and there was not enough time to amend the online listing, or the internet connection was bad….. another unhappy online customer and if on ebay, then another step closer to getting banned. now 3 weeks later and customer says has not arrived. . Use TAB key to navigate results. Filmfanrusky1 2018-05-22 16:22:45 UTC #1. The buyer has not contacted me so hopefully that means they have received the item – although I’ve not yet received feedback either (although thats not guaranteed I suppose). Yes, So what’s the latest on Postmen to have cameras to prove delivery? that really pi** me off. Were the INRs genuine lost items? All but one we think is just theft. 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. We always look the person up on Facebook. Featured in this article from the Tamebay Guide – companies that can help you grow and manage your business. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. APD1 2017-03-29 14:54:38 UTC #2. Fake tracking numbers are one option – a bar code which if scanned will take the buyer to a website telling them that their parcel has been delivered. These items will typically be fairly low in value as they feel people will be less likely to report them if they claim they haven’t received their item. my latest bundle of joy: I have been guilty in the past of not always claiming and writing it off. Been selling online for 15 years now, and lost more than our fair share of packets to INR. There is always a paper trail. If you have anything to add, then please explain in more detail before making comments which you almost certainly wouldn’t do to my face, I’m sure. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Wearing my online seller’s hat, I have every sympathy with you, as I have been scammed myself, but every year around xmas, when my shop takings get less and less, and the delivery vans get more in number and frequency due to online purchases, I often wonder if many online sellers pause and spare a thought for the small family businesses in smaller towns across the country, which they are helping to kill off ? Remember it is your money a multi national like eBay plays with not theirs. If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. Franking... WOW NI is getting different treatment from the rest of the UK. – I’m sorry to hear that, if you can please provide the part number from the instructions, we’ll be happy to send out brand new replacements. I spoke to my Royal Mail account manager the other day. Enter the tracking number, or if you don’t have it, the date you shipped the item. After that time, either you or the buyer can ask us to step in to help resolve the issue. The buyer will be refunded through their original payment method, and you may be eligible for a final value fee credit on your next invoice. It should be the same with returns and SNAD cases let the sellers decide what risk they are willing to take. It all looks professional but the email is only used on ebay orders. this would be a good idea as the buyer wouldnt know this status only the seller , at least it will give the seller a warning and option without ebay completeley blocking a buyers purchases if it was genuine Hardcore scammers will still claim regardless of the 2d barcode because I don’t think it’s going to classed as proof of delivery by the sales channels. Of late, but it ’ s patently clear they dont but it ’ s on the box ” of! Was delivered and there are definitely no instruction on the way and upload tracking information the... 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