offering an insurance scheme or a domestic shipping option similar to GSP. 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. 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. Learn how to leave the ball in their court. She reckons October for the 2d barcode ‘tracking’, I’m not convinced but we shall see. Yes, 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. 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. 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. Stephen, All of my INR cases in the last 12 months have been solved by requesting a redelivery on Royal Mail’s website to the buyer’s address. However, I honestly did not get the package. Which customs form do you need for EU parcels at the Post Office? “fine, i threw the box out a month ago when i built it, and now i’m leaving negative feedback” 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. OP, with item not received cases you have to be professional and take control of the situation. Franking... WOW NI is getting different treatment from the rest of the UK. 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. – 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? 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. From my point of view, INRs aren’t a significant issue and I don’t need to add tracking or get signatures. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Never hear from them again. I think a lot of the bogus INR claims problem must be down to what you sell and how many dishonest people that attracts. 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. 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 We realised after a year that we were losing out on smaller orders as people would simply not pay for this service. 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. 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. Sorry for the inconvenience and thank you for your quick answer! Royal Mail sent an... CN22 not needed for the NI from the U.K. for the first 6 months. View cart for details. I haven’t been on here much of late, but like many this subject interests me. 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. Etsy accepts the post offices "delivered" as delivered. Use TAB key to navigate results. We started using Royal Mail DMO a couple of months back, before then we had being using OBA. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. Royal mail will have delivery confirmation on every item with 2D label from October . On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. Sorry Samy, didn’t receive your post can you please send me a replacement………. 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. Buyer saying not received item 3 weeks later. Learn more about our signature confirmation requirements. The vast majority goes Royal Mail 48. From 1st June to today, I’ve had £20K sales spread over 1148 transactions on ebay. 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 Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. 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. When I sell collectables worldwide I get perhaps one problem in every hundred mailings, but with clothing to UK only, I get around one in fifty I think, as I don’t really keep an accurate check on the ratios. Another scam customer coming up with an excuse that they cannot open an ebay case for a refund. Theft and scamming is an epidemic on eBay and it is mainly an eBay issue. One of the most irritating tricks bad buyers play is saying that they have not received an item. I do something similar. Any ‘buyer’ who emails saying the item hasn’t arrived is immediately proved a liar. It all looks professional but the email is only used on ebay orders. 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. 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 . “hey this desk arrived damaged” ( was delivered 4 weeks ago) You can choose whether to accept returns if a buyer changes their mind about a purchase. 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. 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. APD1 2017-03-29 14:54:38 UTC #2. That was before eBay’s latest update to selling standards. Some of this is organised in a major criminal way. You can respond saying the post office delivered them. The cost of goods and postage, approx £15. Tip I swear Boris... Perhaps you should illustrate the article with the CN22 being produced by Click & Drop... We use cookies so we can provide you with the best online experience. Actually eBay UK is the worst of the lot. In the email you received telling you the buyer's issue, select See request details. 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. 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. 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). INR the great never ending issue of eBay. 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. Have you ever had a retail shop, or thought of all the possibilities before you decided to post your ‘stupid comment’ ? 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). my latest bundle of joy: 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. Buyer saying not received item. They should be looking at these address’s. 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. If there's no tracking, then I would start your back-up process for missing mail items, e.g., start an insurance claim if you have insured the shipment. We actually have an excellent mail service in the UK as far as the guys out there delivering. 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. Pays to read the fine print. 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. Now I send them one claim a day with all supporting evidence. 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. If you’re a managed payments seller, learn how refunds work. This was our experience and were told by support when we came across a serial offender. By obtaining a refund or replacement they effectively get the goods for … – for damaging it yourself a month after (and then lying about it)? I have a printed business card with the email address on. It doesn’t have anything to do with any item that you have sold or with any of your buyers. However, if an item arrives damaged, doesn't match the listing description, or if the buyer receives the wrong item, you'll generally need to accept the return. I checked the tracking information and it shows the item was delivered. the item arrived some weeks ago but I found the envelope only today. It’s like a milkman not picking up empties – why wouldn’t you?? You'll find information on whether the buyer is requesting a refund or would prefer to still receive 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. 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. You may be surprised how many go away and find their parcel and discover that cases aren’t opened in the first place. – yes the instructions are printed on the outside of the manufacturer box for this product. Getting a customer to open a INR doesn’t always work. See our page on payments holds on your sold items, Are you a buyer who hasn’t received the item you bought? 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. 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. 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. – 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. 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? For example, if I sold mobile phones, it’d be full tracking. 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”. 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. 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. Copyright © 1995-2021 eBay Inc. All Rights Reserved. sure they SAY they do, but do they? Select the carrier you used from the dropdown list. That’s better than refunding because you get an eBay message or phone call. I purchased an item ($215) and paid with Goods and Services. 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. 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. . Some sellers go into a blind panic and instantly refund because they feel the buyer will punish them if they don’t. 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. “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, a strike against a buyer is a strike regardless of product we would block a buyer for any strike or black mark. In the email you received telling you the buyer’s issue, select See request details. When a buyer opens a request, please be aware that funds related to the sale may be put on hold. Buyers are getting clever to work around these things. 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. and even then sometimes buyers really dont receive their item, ? 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 also think when evidence is obtained the Police should be involved. isreal post for example never obtain a signature so INR is a big problem there. 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. If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered. It should be the same with returns and SNAD cases let the sellers decide what risk they are willing to take. 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