Ebay dilemma - am I responsible?

[ChrisnSteph]

I sold some items on eBay that were shipped to the winning bidder, direct from the factory. I got an email from the winning bidder last night, angry and wondering where her items will be delivered. She's upset because they are supposed to be Christmas gifts. Anyhow, I checked her order status with the company, and according to the factory, all of her items were shipped in three separate boxes, and according to UPS tracking numbers, they were all delivered to her on November 28th. There are intials of someone who signed, but they don't reflect my buyers initials. What was interesting is that one of the tracking numbers had notes that the "receiver reported that the box was damaged, all items discarded....". Now the buyer is telling me she hasn't received anything. I'm at a loss - what do I do? Am I responsible even if I have tracking numbers that report all items were delivered? What if she wants her money back? I have excellent feedback - and so does this buyer - but I don't feel I should refund her over $150 when something obviously happened to her packages once they were left at her door. And advice?

 

[foofanella]

Ooh boy - you need to call UPS NOW! That means that the box was damaged and UPS threw it out without delivering it! It happened to my babysitter and UPS won't take responsibility for it (google it, it happens constantly with UPS) because they say that the packaging was poor and they won't approve the insurance claim. You need to contact the factory. And yes, as a former Ebay seller, you are responsible, since you are the face of the transaction. try to contact the seller and just keep communicating with them!

Good luck.

 

[pyrxtc]

I thought there was some rule that you had to have the itme in hand in order to sell it on Ebay?

 

[ChrisnSteph]

Ooh boy - you need to call UPS NOW! That means that the box was damaged and UPS threw it out without delivering it! It happened to my babysitter and UPS won't take responsibility for it (google it, it happens constantly with UPS) because they say that the packaging was poor and they won't approve the insurance claim. You need to contact the factory. And yes, as a former Ebay seller, you are responsible, since you are the face of the transaction. try to contact the seller and just keep communicating with them!

Good luck.

But there were three boxes - two that were not reported damaged. Yet she claims she never received anything. And according to UPS they were signed for by someone with the intials "OG". So something doesn't seem right here. I don't feel I should be responsible for items once they're left on someone's doorstep. Shouldn't this be between her and UPS? I will contact UPS right now to find out what happened.

 

[cseca]

I had a similar situation with USPS.
My delivery confirmation said that the items were delivered but my buyer said no delivery yet.
I am at a loss on what to do.
I finally emailed paypal and asked them for help.

I can't say whether the buyer or USPS or both are telling the truth.
But I did ship the items and I don't know what to do either.

Please let us know what came out from your call to USPS.

 

[jeepgirl30]

I hate to tell you this but IMO its more of a moral debate. I had a buyer that won tickets to a NFL game. I told him i was going out of town and gave him the dhl tracking numbers. He bid and paid with only 2 days so it was an overnight or nothing issue. I did my part but DHL did not. DHL would only refund the shipping and not do a thing since it was tickets. I had to refund the money.

I did nothing wrong but neither did the buyer. I had a lot of mixed opinions from the board but what it all came down to was man that really sucked for both of us. When you buy something you expect it to be there. So I refuned 100% and chalked it up to experience and good kharma!

Good luck, sorry this happend to you.

 

[foofanella]

If UPS did not deliver it (or messed up), I think you are still responsible - after all, you chose to ship with them. If you purchased something from the GAP and this happened, you would still expect the Gap to provide the merchandise you bought, or would refund your money. You would also expect the seller to provide you with support on trying to find out where your purchase was. You should fax her the confirmation that the package was signed for. Unfortunately, you are going to be reponsible for the package that was thrown out, unless you can get the supplier to refund you. Sorry...unfortunately, I think the onus is always on the merchant...

 

[DMRick]

It's on UPS to prove they delivered to the correct person. Ask for the form for your buyer to fill out.

And no, you do not have to have the item in hand. I thought ebay had an actual drop shipping snippet, but I did find this and it's similar:

Pre-Sale Listings


Pre-sale listings are those that describe items for sale that are not in the control or possession of the seller at the time of the listing. These listings generally consist of items that are sold in advance of a delivery date to the public.

eBay permits Pre-sale listings only on a limited basis. The seller must guarantee that the item will be available for shipping within 30 days from the date of purchase (i.e., the day the listing ends or the date the item is purchased from a store front listing). The seller must also clearly indicate within the listing the fact that the item is a pre-sale item with a delivery date that indicates the item will be shipped by the 30th day from the end date of the listing. Additionally, this text must be no less than the default font size of the eBay Sell-Your-Item form. Currently, the default font size is HTML font size 3.

 

[ChrisnSteph]

Ok, just got off the phone with UPS. Apparently one of the boxes were damaged by UPS in transit. The "delivery" they show was to one of their warehouses, not my buyer. They claim they won't cover the cost because of "poor packaging", which I find doubtful because the company I order from goes above and beyond when packaging items for shipment. Anyhow, I called the factory, and they are going to reship my buyer her entire order. The only thing that concerns me is that according to UPS, the other two boxes were delivered to the buyers address and left on her doorstep. Apparently this place is a business - the buyer didn't tell me that. I told her that while all her items will be redelivered, she needs to look in to what happened to those two boxes that did make it. I also told her that I cannot be responsible for packages that are left on her doorstep. I'm just glad the entire thing is going to be resolved. Not sure what lesson I learned from this other than selling and shipping on ebay is a risk no matter how careful and legit you are.

 

[foofanella]

I am glad that you will not be personally responsible for the cost!

 

[shades]

My sister had a problem with a buyer who claimed they never received items she shipped via UPS. UPS had a signature from the actual delivery and they even sent their driver back out to the apartment to verify the name. The driver went to the same door, spoke to the same person, and confirmed delivery. So, UPS would not reimburse my sister for the loss (obviously). However, the seller still filed a claim with Paypal for nonreceipt because the signature that UPS had was not the same name as the person the package was addressed to. Paypal took their usual "forever" number of days processing the complaint - and in the meantime, the buyer decided to file for a chargeback with his credit card. Paypal in-turn, returned his money to his credit card and my sister was out the $100 item plus shipping/Ebay/Paypal fees, etc. UPS even faxed delivery proof to Paypal - but, from what my sister found out - that 99.9% of the time, Paypal refunds money to credit card charge backs.

I suppose sellers need to list more fine print on the Ebay auctions such as: Signature delivery available upon request - additional costs apply; not responsible for packages left on doorsteps,etc....

I feel bad for you - but, at least the supplier is reshipping everything at no additional cost to you. Nothing you can do about the person receiving stuff for free. Hopefully, it won't happen a second time

By the way - another seller contacted my sister about that buyer - saying they were having the same problem with him. He claimed he didn't receive a package from them, either.

 

[chris1gill]

You know, this is a curious question... Can't you just state in the auction that unless the buyer pays for insurance, you are not responsible for lost, damaged or misdirected packages.... You can have proof you mailed it & that's it? Seems the obvious out... I'd be leary to ship to any business or condo where there are about a hundred other people who could or would take the package... happened to a friend of mine

 

[tlbwriter]

You know, this is a curious question... Can't you just state in the auction that unless the buyer pays for insurance, you are not responsible for lost, damaged or misdirected packages.... You can have proof you mailed it & that's it?

You can state whatever you want, but it won't hold up.

 

[lovetoscrap]

Not really OT, but since we are discussing package deliver and liability:

I get so mad--especially this time of year-- when BOTH UPS and USPS leave packages on the porch and DON'T bother to even ring the doorbell! It happened again yesterday. USPS left 2 packages in plain site on my doorstep, and didn't even knock or ring. I WAS HOME! We now feel we have to check the porch several times a day to see if there is anything there.

I have called UPS in the past to complain and they say they are just "too busy". HELLO--they are liable if I don't get it because it is stolen off my porch, right???? How much more difficult is it to reach up and ring the bell before running off?????

That just really irks me! Remember the good old days, when they would take it to a neighbors house for safekeeping? or let you know they would be back tomorrow? Not that it was any safer, but at least they acted like they cared!

 

[shades]

Not really OT, but since we are discussing package deliver and liability:

I get so mad--especially this time of year-- when BOTH UPS and USPS leave packages on the porch and DON'T bother to even ring the doorbell! It happened again yesterday. USPS left 2 packages in plain site on my doorstep, and didn't even knock or ring. I WAS HOME! We now feel we have to check the porch several times a day to see if there is anything there.

I have called UPS in the past to complain and they say they are just "too busy". HELLO--they are liable if I don't get it because it is stolen off my porch, right???? How much more difficult is it to reach up and ring the bell before running off?????

That just really irks me! Remember the good old days, when they would take it to a neighbors house for safekeeping? or let you know they would be back tomorrow? Not that it was any safer, but at least they acted like they cared!

First of all - I'll just add that UPS is one of my favorite delivery services - right up there with Fed Ex. However, recently I was anxiously awaiting delivery of a package. I followed the tracking online all day - as it was showing "out for delivery." I waited here all day long and when no package came - I checked the status online and it stated something like "customer not available for signature, will reattempt delivery tomorrow." UGHHH!! I had been here all day long, took my shower at 6am in the morning so I wouldn't be in the shower when they attempted to deliver. And...I still don't know why they didn't leave a note on my door and leave the pkg in the apartment office - like they usually do when I'm not here. Clearly, they either tried to deliver to wrong place - or gave themselves a 1-day extension by stating I wasn't available. By the way - it was supposed to be a "2nd day" delivery and they went over by a day. I did get my package the next day, though. Stuff happens

 

[DianeV]

Something I remember seeing is that sometimes initials mean an abbreviation for somewhere the package was left and not initials of a person who supposedly signed for it..I dont know what those would mean but it doesnt necessarily mean someone else signed for it

My personal opinion is that if you get the items shipped out and they show delivery you are not responsible. Where would you draw the line on anyone just saying they didnt get it even though tracking shows they did? The one that UPS never delivered due to "damage" I would have done something about but the others? No sorry.

 

[vickyBaby]

In the future:
- Make it a signature required package
- Insure the package so the driver IS responsible
- Provide the customer with the tracking information via email when the package is dispatched (whomever does the dispatching for you, can do this - the customers email is keyed into the UPS system and an email is automatically sent)
- I would provide poor feedback if you told me that you were not responsible for a package left on a doorstep. As the seller, it IS your responsibility. You must make sure a signature is required.

 

[tazleiten12]

Not really OT, but since we are discussing package deliver and liability:

I get so mad--especially this time of year-- when BOTH UPS and USPS leave packages on the porch and DON'T bother to even ring the doorbell! It happened again yesterday. USPS left 2 packages in plain site on my doorstep, and didn't even knock or ring. I WAS HOME! We now feel we have to check the porch several times a day to see if there is anything there.

I have called UPS in the past to complain and they say they are just "too busy". HELLO--they are liable if I don't get it because it is stolen off my porch, right???? How much more difficult is it to reach up and ring the bell before running off?????

That just really irks me! Remember the good old days, when they would take it to a neighbors house for safekeeping? or let you know they would be back tomorrow? Not that it was any safer, but at least they acted like they cared!

Tell me about it! They leave my packages on the deck all the time. Never knock at all. Just throw them up there and leave. I'm home all day, but sometimes i don't hear the truck! Then the item just sits out in the rain or snow, until someone comes home or I go outside! They even left my new $2000 laptop outside, which was supposed to have a signature!

 

[DianeV]

I still dont agree that its the sellers job to make sure the UPS or post office hands the package to the buyer...that is just me but unless you want to pay for personal hand delivery on items you are never going to be totally assured it will be handed to you

 

[~Kathie]

Sort of OT......

I had a delivery the other day from UPS. It was 4 large boxes. The driver piled them up IN FRONT of my door. I couldn't open the door to get them. I had to go out through the garage and around the house. What a dope!!