Dear eBay Queen:
I have a customer that wanted to buy four different items out of my eBay store. My eBay listings say I do not combine shipping, because all my items are pre-packaged. The buyer called me and we talked on the phone about shipping the items together. He asked me to combine the four items in a large box, which I did. The next day he bought something else out of my store too, but I shipped that separately.
He emailed me to tell me the smaller box got to him last Friday. The large box has not been delivered and it shows on the USPS website that it never left my Post Office. The buyer is now wanting to wait another week to see if it comes or not. If it doesn’t arrive by next week, he wants me to refund him and me file for the insurance. He says it takes 3 months for insurance to be paid, and he is not going to wait on the refund for it. Should I refund him and file or do I make him file? How should I handle this? It is my first time I’ve ever had an insurance claim.
I have always wondered how well your way of shipping works. In the last 13 years I have contemplated wrapping the items before I send them, but have never taken that step to do it.
The first thing I would do is contact your postmaster. Give them the information on your package, and see if they can find it. While you are on the phone with them, discuss the best way to start an insurance claim. It’s been awhile since I have had a claim with USPS, but I do know it has to be missing for 30 days. I’m not sure where your buyer got the 3 months. I would also ask your postmaster if you need your buyer’s signature that it did not arrive. If you do, I would send the paperwork to them, and let them sign and send it back before I refunded their money. I hope your package is found and this works out for you and your buyer!
Dear eBay Queen:
I am going to have to file a non paying claim tomorrow. Can this person, (buyer,) in turn give me a negative feedback for pure spite? I have been lucky and never received a negative in my 6 years of selling. This time I think the buyer is a little nuts. They’ve sent me ALL kinds of weird emails about the transaction. I have found with most buyers, they won’t even take the time to leave a negative, but this buyer makes me wonder. I strongly believe that if I have to file a non-paying buyer claim, they should lose the privilege of leaving negative feedback. Is there such a thing? Can they leave feedback for me?
JP; Gardner, KS
The answer is yes and no. Let’s say you file a claim tomorrow, and the buyer leaves you a negative an hour later. That negative will stay there for seven days until you close the claim. Once the claim is closed, the negative is eligible for removal. For more information, http://pages.ebay.com/help/sell/unpaid-items.html
I’ve had this happen to me before, and it seemed like the longest seven days I’ve ever waited. I even called eBay it annoyed me so bad. Their advice was to respond, with something like: “Buyer has not paid”. Don’t mention anything about filing a claim, as your feedback response will be removed, but not the comment the buyer left, unless it also makes reference to a claim.
I hope this buyer is like most, and pays without problems.
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Suzie Eads is a nationally known eBay marketer and eBay trained Education Specialist. She lives in Rantoul. Do you have a question for the eBay Queen? Email: email@example.com