Ebay Seller Advice

[RUDisney]

I started selling on ebay in the middle of March. I have an item that I shipped without insurance (my listings say that if you want insurance, you should ask and include it in your payment.)

Out of the things I have sold, there is one that is coming up in the tracking as a dead mail item. It said it can't be shipped to the addressee or back to me.

What am I to do about the buyer? Do I refund the purchase price out of good faith or do I tell her tough luck, I shipped it and the post office screwed up?

Thanks for your feedback!

 

[legalsea]

How strange that the post office (assuming it is the US post office) says they can't return it.

Anyway, I would refund all money to the buyer. You are new to Ebay and want to keep your feedback sterling. Write a nice email: "My goal is 100 percent performance satisfaction; I choose the US post office as the medium for delivering your item, and the post office failed. I am thinking of changing mail delivery methods (UPS) but in the meantime I am refunding your full purchase price, including shipping. If, by some miracle, the post office ends up delivering your item I would appreciate a quick email", or something to that effect.

The "insurance" offered by the post office is worthless, although I do offer with every sale. Go to the Community Board on Ebay, and look for the thread about post office insurance, and you will see what I mean.

 

[Robinrs]

This happened to me TWICE this year... ugh...

The first time I replaced the item, the second time I refunded it.

The wording legalsea gave is right on. It's a shame we have to apologize for the USPS, but sometimes we have to...

Tracking proves you did your part so you don't get sited for being unscrupulous, unfortunately the USPS can ream us no matter what.

 

[tiggr33]

I have a different view on this. I would offer a 50% refund of the PURCHASE price only. It was neither yours or the buyers fault. You fullfilled your obligation as long as you can prove you mailed it to a correct and confirmed address.

I have had 2 successful USPS insurance claims, both on item valued in excess of $200.

I wouldn't be so concerned with a stellar feedback rating. As a professional ebayer, I can say feedback is a complete joke. I have owned and operated an eBay business for over 10 years. Go with you gut, that is the best advise I can give you. What was the value of the item, and which class of mail did you use?

 

[RachelEllen]

I think you need to refund the money.

Postal insurance is to insure the seller, not the buyer. It is mandatory on all my auctions. I state a flat shipping rate that includes postage and insurance.

Think of it this way, if you ordered an item from a catalouge, and it never arrived, would you be cool with Land's End, for example, saying that they sent it but the post office just lost it? It's the seller's responsibility to get the item, in it's described condition, to the buyer.

 

[RUDisney]

I've offered to split the difference with the buyer. She knows that I sent it because of the tracking number. It was for a pair of pants. Not a big ticket item. She knows that I sent the item in good faith. I'm waiting to hear what she has to say about my offer. BTW, the post office is telling her that the seller has requested that they not deliver the item or return it to me. She can't believe that they'd tell her something like that and expect her to believe it.

 

[tiggr33]

Postal insurance is to insure the seller, not the buyer. It is mandatory on all my auctions. I state a flat shipping rate that includes postage and insurance.

I respectfully disagree with the above statement. It protects both parties.

I recently bought an item on ebay that with shipping and insurance was $225. It was a Danbury Mint collectible piece. It arrived damaged. I suspect it was damaged prior to shipping, but cannot prove it. Anyway, I contacted the seller, they insisted it was intact when shipped., and wouldn't do anything for me. They had their money! I filed a insured damaged claim with the PO. I requested a copy of the original mailing receipt from the seller and presented the box, shipping material, item, and receipts to the PO. An "adjuster" contacted me, asked me to prove replacement value. I did, and two weeks later, had a check for the full purchase price, plus shipping, less the insurance cost. So I basically got all but $5 back.

 

[Coolio]

That's the cost of doing business. The buyer will probably dispute the bank/credit card charge and Paypal will reverse the transaction.

 

[RachelEllen]

I respectfully disagree with the above statement. It protects both parties.

I recently bought an item on ebay that with shipping and insurance was $225. It was a Danbury Mint collectible piece. It arrived damaged. I suspect it was damaged prior to shipping, but cannot prove it. Anyway, I contacted the seller, they insisted it was intact when shipped., and wouldn't do anything for me. They had their money! I filed a insured damaged claim with the PO. I requested a copy of the original mailing receipt from the seller and presented the box, shipping material, item, and receipts to the PO. An "adjuster" contacted me, asked me to prove replacement value. I did, and two weeks later, had a check for the full purchase price, plus shipping, less the insurance cost. So I basically got all but $5 back.

However, if you pay with paypal (which, not all, but most, ebay transactions are) you could also file a claim with them if the item arrived not as described, and your money would be refunded.

I say that insurance is to protect the seller, from the point of view of a seller. Many novice sellers think that if they send off the item in ok shape, then they have done their part. Many also think that if the buyer declines insurance than they buyer is on the hook if something goes wrong with shipping. Postal insurance protects the seller, because the buyer doesn't actually need it. They have other protections. The seller does not.

It may not be the way you or I would set things up, but its the way it works, and I think its important that sellers understand that.