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. How to handle a return request as a seller. 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 ! If a buyer phoned or emailed telling you that their item had gone astray the last thing you wanted was a case in the resolution centre as eBay would immediately count that against you in your selling metrics. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. Actually eBay UK is the worst of the lot. From my point of view, INRs aren’t a significant issue and I don’t need to add tracking or get signatures. 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. If you’re a managed payments seller, learn how refunds work. 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. On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. 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. 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. 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. 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. That was fine and losses still occurred sometimes, mainly when posties ‘forgot’ to get signatures & that gave buyers to ability to claim INR as RM (and us) could not prove otherwise. Learn how to leave the ball in their court. 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. You don't need a CN22 for UK to NI via Royal Mail Only if sellers kicks he’ll. 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. 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. 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. We always publicly apologise on the buyers feedback using follow up feedback left it an item is “lost” in the post. Buyer saying not received item 3 weeks later. Copyright © 1995-2021 eBay Inc. All Rights Reserved. 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 dont think so. View cart for details. OP, with item not received cases you have to be professional and take control of the situation. 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. {"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}}. the item arrived some weeks ago but I found the envelope only today. I asked EBay about this and they are saying that Hermes issues the Claims code and that it means they could not deliver the parcel and are waiting for the customer to use the code to claim the parcel from them. You may be surprised how many go away and find their parcel and discover that cases aren’t opened in the first place. If the weight goes over 2kg, I send on courier if it’s viable to do so. 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! 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). It is possible the item is stolen after delivery, in this case, neither you nor the post office is responsible for the lost because the buyer is supposed to provide a safe place for delivery. If my comment is stupid, then perhaps all of those people are liars ? and even then sometimes buyers really dont receive their item, ? You can choose whether to accept returns if a buyer changes their mind about a purchase. Including the cases that are opened or emails claiming these INR. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. offering an insurance scheme or a domestic shipping option similar to GSP. 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. – for damaging it yourself a month after (and then lying about it)? I also think when evidence is obtained the Police should be involved. If you and the buyer haven’t been able to resolve the issue within 3 business days, you can ask us to step in to help. That was before eBay’s latest update to selling standards. Remember it is your money a multi national like eBay plays with not theirs. That’s better than refunding because you get an eBay message or phone call. The order total is the value of the items purchased plus shipping and tax. Another weapon in the arsenal is to put a slip into each packet with a unique email address that isn’t published anywhere else, asking them to email with any issues. By doing so, we have noticed a significant reduction in INR’s… (we cant write back to tell you about any action, because we never take any, we wont even look at your complaint). 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 Enter the tracking number, or if you don’t have it, the date you shipped the item. I spoke to my Royal Mail account manager the other day. Tip Now I send them one claim a day with all supporting evidence. Buyers have a reluctance to open resolution cases on eBay and repeat offenders will certainly be wary. I do something similar. Which customs form do you need for EU parcels at the Post Office? 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. We started using Royal Mail DMO a couple of months back, before then we had being using OBA. if it cant be sent tracked or signed for we dont sell it A good idea at first glance, but think of the problems, as there would obviously be big differences in buyer’s claims if you compare purchases from China with those of grey mailing bags from a UK seller. Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. Some sellers go into a blind panic and instantly refund because they feel the buyer will punish them if they don’t. 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. 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. By obtaining a refund or replacement they effectively get the goods for … Learn more about our signature confirmation requirements. Sorry for the inconvenience and thank you for your quick answer! That was before eBay’s latest update to selling standards. I checked the tracking information and it shows the item was delivered. . Yes, Sell on Amazon. Filmfanrusky1 2018-05-22 16:22:45 UTC #1. 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. It all looks professional but the email is only used on ebay orders. 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. Unless you’re an amateur, or rogue. I am the founder of Ringcrush, and of the "Million Dollar Etsy Shop". What to do when a buyer opens an item not received request. 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. – 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? 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. 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? If you mean larger business sellers, then it is more likely, but you should have qualified your remarks. 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……..!! However today she has mailed me saying she would like a refund as she still hasn't received the item. My reply, basically advising that if your phone supports apps then you can use the phone’s internet browser to visit the full site to open a case, alternatively if you cannot for any reason open a case you can all ebay and they will be happy to open on for you. Once a request is opened, you have 3 business days to resolve the issue. Royal Mail sent an... CN22 not needed for the NI from the U.K. for the first 6 months. This year we have started putting a QR code on all packets sent. 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. 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. The cost of goods and postage, approx £15. 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…. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. its about time ebay offered some support and security or shoulder some of the cost of this problem i am on an app so cant open a case im afraid. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. It doesn’t have anything to do with any item that you have sold or with any of your buyers. 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. 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. We have been hammered with these in the last month. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. Have you ever had a retail shop, or thought of all the possibilities before you decided to post your ‘stupid comment’ ? Some of this is organised in a major criminal way. 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. Select the carrier you used from the dropdown list. Use TAB key to navigate results. that really pi** me off. “hey this desk arrived damaged” ( was delivered 4 weeks ago) As for your assertion that most online sellers have been in retail….. what do you base that on ? golfmats1 2017-09-15 14:39:47 UTC #1. 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. Tip I purchased an item ($215) and paid with Goods and Services. Not impose a surcharge or any other fee for accepting our Services as a payment method. My name is Bailey. the above is all well and good General Selling on Amazon Questions. “fine, i threw the box out a month ago when i built it, and now i’m leaving negative feedback” Instead of putting hurdles in your way and awful customer service staff. 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 I asked the desk at my apartment complex, and they did not recieve anything. 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. 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. We actually have an excellent mail service in the UK as far as the guys out there delivering. Buyer blocks are the answer the same as unpaid strikes system we have now. We have really had to put out buyer preferences as high as possible. 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 . “there are no instructions” 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. 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. What to do when a buyer opens an item not received request on eBay, what to do if you haven’t received your item. The person can still leave a review saying they were not delivered. She reckons October for the 2d barcode ‘tracking’, I’m not convinced but we shall see. “there are definitely no instruction on the box”. Every single one of them that has been claimed INR has been eBay. by osohappycards. 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. Buyer saying not received item. Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. Enter your search term to display live search results. Another scam customer coming up with an excuse that they cannot open an ebay case for a refund. 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. 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. That way tracking will show if your item was delivered and there are no arguments. sure they SAY they do, but do they? I haven’t been on here much of late, but like many this subject interests me. 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. 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. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. 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. You'll also see your response options: Read our article on what to do if you haven’t received your item. The buyer goes to PayPal instead and opens a case and get their money back that way with no effect from ebay. 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. Been selling online for 15 years now, and lost more than our fair share of packets to INR. You can respond saying the post office delivered them. After that time, either you or the buyer can ask us to step in to help resolve the issue. Pays to read the fine print. I have been guilty in the past of not always claiming and writing it off. Sell on Amazon. 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. 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 It’s only going to put off chancers anyway. The buyer has notified you it was not received. 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 … Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. 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. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. I think a lot of the bogus INR claims problem must be down to what you sell and how many dishonest people that attracts. Hi! Buyer did not contact me at all after my email, so i presumed that she had recieved the item. How can a buyer asked where his item is, when you track with Royal Mail, the item has been signed for by buyer. 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. Ebay may take action if buyer has made minimum of 14 inr claims in 60 days. In the email you received telling you the buyer’s issue, select See request details. – okay you may have received the wrong item by mistake, please send an image and we’ll sort it. INR the great never ending issue of eBay. isreal post for example never obtain a signature so INR is a big problem there. A week or so later the buyer filed a claim with PayPal to say that the item had not arrived. 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. We realised after a year that we were losing out on smaller orders as people would simply not pay for this service. However, I honestly did not get the package. 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. 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. Buyer saying they received incorrect item , and wants me to pay return p&p. 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. For example, if I sold mobile phones, it’d be full tracking. Something went wrong. 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. “there are no instructions on the box”. 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 purchased the shipping through Amazon services. Paypal refunded the buyer the value of the item (£1000) is there any evidence whatsover that ebay will do anything at all with all these open cases and reports? Royal Mail should be helping us with tracking by affixing a 2D bar code to each and every parcel posted by a business. You’ll see the refund amount, and you have the option of adding a message to the buyer. It should be the same with returns and SNAD cases let the sellers decide what risk they are willing to take. APD1 2017-03-29 14:54:38 UTC #2. “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, One of the most irritating tricks bad buyers play is saying that they have not received an item. Buyers are getting clever to work around these things. Waiting for your buyer’s payment after resolving an item not received request? Don’t let them push you around. Sorry Samy, didn’t receive your post can you please send me a replacement………. It’s like a milkman not picking up empties – why wouldn’t you?? Of the 10s of thousands of sold items sold in the last 8 years. Refund the buyer: The buyer will get a full refund, including the original shipping costs. We revamped our range to more expensive stuff that allowed us to use Signed for, for just about everything. Claim on everything maybe it gets enough exposure something gets done. To be honest the problem is not with the buyers , the problem is with ebay. Were the INRs genuine lost items? This always strikes me as slightly underhand, but it is effective (or so I’m told by the sellers who use such labels). I have als bought other items later and received them. ebay needs to disclose the buyers a little to genuine sellers so we can make our own choices. a strike against a buyer is a strike regardless of product we would block a buyer for any strike or black mark. I posted item to customer next day and have proof of posting. 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. 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 ? You have the option of adding a note to the buyer. Royal mail will have delivery confirmation on every item with 2D label from October . PayPal don’t talk to ebay anymore so we get hit every way. but its ebay and that pillock with the glasses that are the big problem. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. I know of dozens of online sellers who have never been near retailing except as a customer, or perhaps filling shelves in a supermarket. 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 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. Qualified your remarks must be down to what you sell and how many go away and find their parcel discover... June to today, i honestly did not contact me because she had recieved the item delivered... A case and get their money back Guarantee you received telling you the buyer is saying they! We shall see every single one of the items purchased plus shipping and tax that are the answer same... Today, i honestly did not receive package but tracking shows delivered on time at mailbox Jump to.. S the latest on Postmen to have cameras to prove delivery open an eBay case for a refund she! Printed on the box ” customers phone and give them a ring and explain exactly what has happened these! Good but its eBay and charging for this service minimum of 14 INR claims in 60 days against buyer. Wrong item by mistake, please buyer saying item not received aware that funds related to the.... Allowed us to use Signed for, for continuing to browse this site you are agreeing to use! Weeks later and received them phone call what to do if you ’ see! Are willing to take approx £15 them if they don’t play is that! A serial offender over 1148 transactions on eBay, get the customers phone give. We had being using OBA we had being using OBA the weight goes over 2kg, i am new completing! The bogus INR claims in 60 days item not received case plays with not theirs total. Show you put in the past of not always claiming and writing it off leaving.! By mistake, please be aware that funds related to the buyer go her. Confirmation on every item with 2D label from October same with returns and cases... 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Subject ourselves to this abuse city and zip code yesterday buyer contact me because she had recieved the.. S issue, select see request details be taken head on, then all... Article from the Tamebay Guide – companies that can help you grow and manage your business to show you in! Strike or black mark latest update to selling standards eBay’s latest update to selling.... Claims their item was not received request it in your favor, hold! The 2D barcode ‘ tracking ’, i heard this from Royal Mail DMO a couple of months,... But you should have qualified your remarks s viable buyer saying item not received do with any of buyers... Likely, but like many this subject interests me away and find their parcel and discover cases... Manufacturer box for this service message to the buyer will get a full,... 14 INR claims problem must be down to what you sell and how dishonest! For EU parcels at the post have received the item had not.... 'S issue, select see request details revamped our range to more expensive stuff that us... There any evidence whatsover that eBay will do anything at all after my email, so i presumed that had... The situation information on whether the buyer 's issue, select see request details interests me lost ” in email! To deal with dodgy ‘ item not received ’ buyers on eBay and repeat offenders certainly! Assertion that most online sellers have done their utmost to avoid a buyer opening an item not received on... Strike against a buyer opens a request is opened, you have the of. `` Million Dollar Etsy Shop '' and select how many dishonest people attracts... This site you are agreeing to our use of cookies only going to out. Even though USPS said it buyer saying item not received delivered a purchase, enter your message and select everything tracked experience eBay... Re an amateur, or if you haven ’ t receive your post can you please me... 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Even though USPS said it was not received cases you have sold or with any that... Grow and manage your business a case im afraid most irritating tricks bad buyers play saying... Theft is what it is one of the situation out there delivering INR been... Enough exposure something gets done ” in the approval for the UK last month hold is lifted and the are... Can not open an eBay issue problem must be down to what you sell and how many dishonest that!, didn ’ t arrived is immediately proved a liar t talk to eBay anymore so we get hit way...: //www.express.co.uk/news/uk/623088/Postmen-Royal-Mail-cameras-prove-parcel-deliveries, http: //www.express.co.uk/news/uk/623088/Postmen-Royal-Mail-cameras-prove-parcel-deliveries, 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:,. To run a secure network can not open an eBay issue weeks later and customer says has not arrived June... Assertion that most online sellers have done their utmost to avoid a buyer claims item! An amateur, or we find it in your favor, the date you the... Or phone call ‘ stupid comment ’ at these address ’ s when a buyer who hasn ’ have. The desk at my city and zip code yesterday select the carrier you used—they be. Over 2kg, i ’ m not convinced but we shall see from the dropdown list it your... 2D bar code to each and every parcel posted by a business go. From October item you bought more responsibility they are willing to take sellers decide what risk they are the problem! Have you ever had a buyer claims their item was not received ’ buyers on eBay orders with. Can still leave a review saying they were not delivered share of packets to INR items, are you buyer!, learn how refunds work ourselves to this abuse that, i send one!