Ebayers - advice needed!

[disneyatl]

I sold an item on ebay in August that shipped to a Louisiana address. The item was only about $12. The buyer contacted me about three weeks ago and said she never received it. She indicated that she was affected by Hurricane Katrina and the mail has been really messed up. I replied to her and apologized for her situation. I informed her that it had shipped a month ago, I wasn't sure where to go from there and for her to let me know her thoughts. I never heard back from her so I assume the package showed up. By the way, the package was not insured.

Yesterday, I received an email from her saying she believes I sent the package but she still hasn't received it. Now she wants her money back or a replacement of the item, which I don't have.

I'm not sure what to do about this one. Should I refund her money? What do you guys think?

 

[Gaspode]

Tricky.

I'm in England so I'm not sure what your postal service can do but if this situation arises when we sell something we tell the buyer we will contact the post office with the proof of posting (which hopefully you still have although it obviously has been a long time!) and try to get them compensation.

I think if you explain that you aren't a shop and so don't have a replacement and that you will contact the postal service to find out what happened thats the best you can do.

We have a disclaimer on all our listings saying if ppl don't pay for postal insurance (which is optional but offered) then we are not responsible for things getting lost in the post. Unfortunately if she paid by Paypal then if she goes to them and complains they will almost certainly take her money back from you without you being able to do anything about it.

HTH and good luck, if you have any other questions let me know,
Gaspodé

 

[cardaway]

If you have a 100%, spotless feedback record IMO the $12 isn't worth getting a negative feedback over. You'll likely make that back in the extra money the spotless feedback rating can get you on future auctions.

 

[Obi-Wan Pinobi]

I would talk to your local post office. The package could be with a lot of other stuff backed up because they can't locate the recipients, and they should be able to tell you if delivery to their area has resumed or not.

Did you get Delivery Confirmation or any other sort of tracking? You didn't say so I'm guessing not, but wanted to ask anyway. I've had instances in the past where a buyer said they did not receive the item but I replied with the DC tracking number that showed it was delivered, and never heard anything back from them.

Before refunding anything, talk with the PO and see what they say and what they can do.

Unfortunately the buyer could be trying to pull a fast one, taking advantage of the mail chaos from Katrina and saying she never received it but actually did. I'm not saying this is what's happened in your instance or accusing the buyer of anything, but just stating one possibility. Without DC or any tracking, you can't prove otherwise, so you would have to give the buyer the benefit of the doubt and refund.

Always use Delivery Confirmation, even if you have to add 50 cents to your shipping to cover it. Best thing is to print shipping labels through Paypal -- DC is free.