Ebay question - 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 when 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?

 

[Pam]

My take on this situation is that it is now between the buyer and UPS.

And there is usually insurance on each UPS box that is slightly under $100.00.

She needs to fight this out with UPS, not you.

 

[eclectics]

I would email her and tell her basically what you have told us. I think either she's trying to scam you or someone intercepted the boxes at her end. Either way, I don't think you should be responsible for refunding her. Did you offer insurance? If you did and she declined then she is definately out of luck. If you didn't, she still should have inquired if it was available (you could remind her of that fact). You can always dispute negative feedback (if she leaves it) if you feel it's unwarranted. I would be polite and professional when you deal with her, but be firm and hold your ground. Good luck!

 

[jgmklmhem]

I have a similar issue but not nearly as much money. I sold something for 10$, 5$ shipping. I shipped it once and it got returned to my house. I contacted the buyer made sure the address was right, which it was the first time as well. Sent it again 3 weeks ago have not seen it since and neither has the buyer. She did not purchase insurance. I already paid more than my 5$ shipping charge having to ship it twice. I am sure if it doesn't show up they will leave neg feedback but I will rebut it. Oh well. Just like in my situation yours seems to be an issue between the buyer and the shipper.

 

[ChrisnSteph]

Thanks for the replies, I feel better now. I feel bad for my buyer, but something isn't right when she's telling me that she didn't receive her stuff, yet UPS says not only did she receive everything but whoever signed for it reported that everything was damaged (which I also find hard to believe). I'm leaning toward someone intercepted her package. I'd like to think I'm not being scammed, but who knows these days! I didn't offer insurance because her items were sent factory direct, and they use UPS who I know automatically insures up to a certain amount.

 

[Chicago526]

I'd say she needs to dispute this with UPS. You can't controll if it's safely delivered afterall. I feel bad for the buyer (if she has good feedback, I doubt it's a scam) but it's not your fault and not your responsibility. If she doesn't have them all ready, give her the tracking numbers and UPS's 800 line, and wish her luck.

 

[Alicnwondrln]

my friend erika had this happen to her
she sent someone a laptop ups said he got it he said he didnt
he took HER to small claims court
she won
the signature didnt match his but it wasnt her fault the court told him he should have fought this out with ups

 

[hiwaygal]

You may want to offer to help the buyer with a claim against UPS. IIRC, they will need some sort of itemized receipt for the items and information of the shipping from your or your factory...

I only mention this because when I bought something from ebay, and the box was damaged (this "could" have been a collectors item with the box in undamaged condition)...I tried to file a claim with UPS...but they said I needed information from the seller...can't remember all the details 'cause it was too much hassle for me to deal with...

Anyway, I agree with previous posters that it's not your problem, but that you might want to help this person with resolution!

 

[eclectics]

I feel bad for the buyer (if she has good feedback, I doubt it's a scam)

You'd be surprised at what some people do on ebay. I've been selling for almost seven years and have seen it all. Some people build up good feedback by buying from accomplices and small dollar amount items. Then they do a crash and burn by claiming undelivered and damaged items or they bounce checks etc. and take what they can grab. Then they re-register under a different name and start all over again. Sad, but true. Most on ebay are decent, hard working, honest folk but there are some who just love to prey off others.

 

[Chicago526]

You'd be surprised at what some people do on ebay. I've been selling for almost seven years and have seen it all. Some people build up good feedback by buying from accomplices and small dollar amount items. Then they do a crash and burn by claiming undelivered and damaged items or they bounce checks etc. and take what they can grab. Then they re-register under a different name and start all over again. Sad, but true. Most on ebay are decent, hard working, honest folk but there are some who just love to prey off others.

That's a shame. But you'd think they'd pick a target that didn't ship with UPS or have delivery tracking/confirmation. Scam or no, the seller isn't responsible and the buyer can't get a refund. The best the can hope for is for UPS to buy their claim, and if it is a scam, doesn't that become insurance fraud?

 

[eclectics]

That's a shame. But you'd think they'd pick a target that didn't ship with UPS or have delivery tracking/confirmation. Scam or no, the seller isn't responsible and the buyer can't get a refund. The best the can hope for is for UPS to buy their claim, and if it is a scam, doesn't that become insurance fraud?

UPS is so big they probably settle a lot of these cases rather than investigate. I'm just guessing, I don't use them. I'm not saying this buyer is doing that, although I find it interesting that someone actually signed for the boxes. I'm just making a general comment from things I have seen and heard about. Yes, it's insurance fraud, but I guess if you are a scam artist, you don't really care. They just use a new name and PO box or address the next time. Hard to track them down I would imagine. I guess the main point I'm saying is "Nothing shocks me anymore"!

 

[EltonJohn]

My take on this situation is that it is now between the buyer and UPS.

Agreed.

 

[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 UPS 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 once they 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 you are or what shipping carrier you use.

 

[eclectics]

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 UPS 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 once they 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 you are or what shipping carrier you use.

Glad it's off your shoulders and the factory isn't giving you a hard time. Interesting that the address was a business. I always assumed UPS always went inside a business address and would never leave items outside. Anyone walking by could just pick them up. Again, I don't know UPS's policies as I don't use them. Happy it worked out okay.

 

[CheshireVal]

Just out of curiosity-- what are you selling on Ebay that is coming straight from a factory?