What would you do? Ebay question

[PaulDavid's mom]

Hello all.
I have a bit of a problem and not sure what to do. I have been selling/buying things on ebay for years now. Recently I was cleaning house and sold many things with no problem at all.
I am getting married in October and ended up buying 2 dresses (long story). So I decided to sell one on ebay. It sold and I sent the dress out ASAP when I got payment from buyer (who has all positive feedback). I also put insurance on it just in case.
Well it has been about 2 weeks since the dress went out (parcel post) and the buyer was made aware of all of this when she won the item. The post office said because it was parcel post that it would take 3 to 4 weeks for her to get the dress (from Wisconsin to Virginia Beach).
It has been about 2 weeks since the dress went out, and the buyer is now complaining that she has not recieved the dress yet and wants her money back. I reminded her again that the post office said 3 to 4 weeks from shipment and that is should be on its way. I also reminded her that since there is insurance on the dress, that she will have to sign for it when it is delivered.
I do not know what to do now. I understand she wants her money back, but I'm afraid the minute I refund her money, the dress will arrive and she will take it anyway. Then I'll be out the money and the dress. Plus she'll give me negative feedback, which I've never had. I have never had this happen to me with a buyer before and I'm not sure what to do.

 

[Evil Genius]

Did the buyer agree to parcel post? 3-4 weeks seems like an awfully long time.

I guess at this time you and the buyer need to wait the full 4 weeks before discussing a refund.

 

[PaulDavid's mom]

Did the buyer agree to parcel post? 3-4 weeks seems like an awfully long time.

I guess at this time you and the buyer need to wait the full 4 weeks before discussing a refund.

She was aware that it would go out parcel post. I have even contacted the post office to check on it, and they told me the same thing again. I have no problem refunding her money if that is what she wants, I just don't want to lose the dress also. And from the way her email sounds, she wants her money back ASAP and does not want to wait the full 4 weeks.

 

[Stacerita]

If she was aware prior to that it would take 4 weeks, then you need to wait the 4 weeks before you refund her the money. I wouldn't refund the money proior to that time.

 

[JulyGirl]

I wouldn't refund any money until the dress gets back to you.

 

[JR6ooo4]

Tell her you are sorry the shipping is taking as long as estimated, but once the item leaves your hands, for lack of a better phrase, it is out of your hands.

that is also why my buyers pay shipping and I pay the insurance. SO I can be worry free once the item has left my house/office.

ALso doesn't ebay add a statement to all auctions that shipping estimates may vary because of the carrier?

Mikeeee

 

[Kathi OD]

To be honest, this sounds like a case of buyer's remorse. As others have stated, I would send the buyer another email reminding her that you have previously informed her of the shipping time frame and she had no problems with waiting that long. If she wants to return the dress after she receives it, you will be more than happy to refund her money, AFTER she returns it.

 

[pdchris]

Didn't the post office give you a tracking number? With that you can find exactly where the item is in the shipping train. I haven't shipped via PP in a while but I have shipped using 4th class Book rate (like you, sold the item on Ebay) and they gave me a tracking number.

 

[tennisfan]

Just re-iterating what others have said, don't refund until you have the dress back in your hands.

 

[minnie56]

To be honest, this sounds like a case of buyer's remorse. As others have stated, I would send the buyer another email reminding her that you have previously informed her of the shipping time frame and she had no problems with waiting that long. If she wants to return the dress after she receives it, you will be more than happy to refund her money, AFTER she returns it.

Ditto
Do NOT refund the money until the dress is back in your hands!

 

[N.Bailey]

You said you sent it out with insurance, but did you also send it with delivery confirmation? How did she pay for it? Was it via Paypal?

I most definitely wouldn't refund her a penny until you get the dress back. Here is the thing though. If she paid for the item via Paypal, but you didn't send it with delivery confirmation, she can do a chargeback with Paypal and Paypal will put a hold on your account while they conduct their investigation. Regardless of the fact that may very well have the dress, if you cannot prove you mailed it, Paypal will take the funds from your account to pay her back. If there are no funds to pay her back, the very next time you have a dollar in the account, it will be forwarded off to her. IF it was sent with delivery confirmation, there is nothing she can do and Paypal will rule in your favor.

Like I said above though, do not refund the money till you have the dress back or hear more from Paypal should she attempt a chargeback.

If you didn't use delivery confirmation, I HIGHLY suggest if you're going to accept Paypal, that you send all future packages with it.

 

[Robinrs]

You said you sent it out with insurance, but did you also send it with delivery confirmation? How did she pay for it? Was it via Paypal?

I most definitely wouldn't refund her a penny until you get the dress back. Here is the thing though. If she paid for the item via Paypal, but you didn't send it with delivery confirmation, she can do a chargeback with Paypal and Paypal will put a hold on your account while they conduct their investigation. Regardless of the fact that may very well have the dress, if you cannot prove you mailed it, Paypal will take the funds from your account to pay her back. If there are no funds to pay her back, the very next time you have a dollar in the account, it will be forwarded off to her. IF it was sent with delivery confirmation, there is nothing she can do and Paypal will rule in your favor.

Like I said above though, do not refund the money till you have the dress back or hear more from Paypal should she attempt a chargeback.

If you didn't use delivery confirmation, I HIGHLY suggest if you're going to accept Paypal, that you send all future packages with it.

In fact, if PayPal asks you about it they will want the conf # to prove you sent it. I send all of my packages via the PayPal PO shipping labels so I can get free delivery conf with Priority.

Also, Priority is usually a small amount more and worth it in the long run. I only use Priority for packages over 13 oz and First Class for those less. PP takes too long and Media mail is a trial.

 

[drag n' fly]

I thought you couldn't leave negative feedback anymore. I rememeber seeing something about that recently. Also ditto to what eveyone else said.

 

[bumbershoot]

I thought you couldn't leave negative feedback anymore. I rememeber seeing something about that recently. Also ditto to what eveyone else said.

Buyers can give negative feedback; sellers can't rate their buyer's, though, is my understanding


Since you yourself are a future bride, and you bought two dresses, I'm sure you can understand the anxiety over money and over a gown. Money + gown can cause panic attacks! I remember when my gown was shipped to me, I was checking the tracking information approximately once every half hour. It was nerve-wracking. I can't imagine the feeling of waiting for something sent via parcel post, and, it seems without any sort of "tracking" number.

Speaking of that, why do people use USPS for things like that anyway? Hubby works with buying and selling via amazon, and he (and I, when Iworked there) confirmed with USPS many MANY times that all "delivery confirmation" does is confirm it was delivered to the LOCAL POST OFFICE. Sometimes they will go the extra mile and pop in an extra confirmation that it made it to the customer, but that is not what it is supposed to do, all they need to do is show it made it to the local post office, where the carrier will then deliver it when they get to it.


Anyway, I would put as much caring and understanding into your emails as possible, since you two are in the same worry-filled boat. But since it can take that long, don't refund her ahead of time. And since there's insurance, isn't THAT the recourse for her being reimbursed, not a refund? Or does insurance on a lost package pay YOU back?

Anyway, her concern is valid. No one could ever think in their right mind that anything is going to take 4 weeks to get from Wisconsin to the east coast, and the fact that it is would worry just about anyone. to both of you brides!

 

[minnie56]

I thought either could provide negative feedback?

Should this Buyer post something negative anyways, the Seller can respond with appropriate remarks of clarification from a Sellers point of view.

 

[chisnpeke]

I thought either could provide negative feedback?

Should this Buyer post something negative anyways, the Seller can respond with appropriate remarks of clarification from a Sellers point of view.

Not anymore.

 

[HelenePA]

I would tell her you'll be glad to refund her the money when she mails the dress back to you (at her expense of course) less the cost of shipping it to her and your ebay fee's.

 

[PaulDavid's mom]

Thank you for the responses. I have been as nice as possible with her, while she has not been as nice-I understand her worry.
I emailed her again reminding her of the 4 week delivery. She responded telling me that she opened a dispute with ebay.
I have a reciept for the insurance that I put on the dress. I put insurance on the amount she paid me (minus the shipping). Otherwise there is no other confirmation number (only the one on the insurance slip and they said they cannot track it from that number).

 

[minnie56]

Not anymore.

I see. I used to be a big Ebayer but not anymore..had a few not so positive experiences and the last one did me in. I paid $300 for a Concert tkt for my DD. Paid via Paypal so I thought all was good...not so. The ticket never arrived and Paypal closed the file on it pretty darn fast after being able to recover only $13 for the Sellers account. That was me DONE! They would not even discuss the matter further..so I never looked back-or went back!

 

[JR6ooo4]

Didn't the post office give you a tracking number? With that you can find exactly where the item is in the shipping train. I haven't shipped via PP in a while but I have shipped using 4th class Book rate (like you, sold the item on Ebay) and they gave me a tracking number.

Ya, the post office tracking info is very lame...

I see. I used to be a big Ebayer but not anymore..had a few not so positive experiences and the last one did me in. I paid $300 for a Concert tkt for my DD. Paid via Paypal so I thought all was good...not so. The ticket never arrived and Paypal closed the file on it pretty darn fast after being able to recover only $13 for the Sellers account. That was me DONE! They would not even discuss the matter further..so I never looked back-or went back!

Certain things I will never buy on ebay. Like something I really need (or need fast) or something really expensive.

Mikeeee