INR the great never ending issue of eBay. From my point of view, INRs aren’t a significant issue and I don’t need to add tracking or get signatures. We purchased the shipping through Amazon services. Another scam customer coming up with an excuse that they cannot open an ebay case for a refund. that really pi** me off. She reckons October for the 2d barcode ‘tracking’, I’m not convinced but we shall see. Send a message to the buyer: If you’d like to speak with the buyer directly to try to resolve their issue, you can send them a message. General Selling on Amazon Questions. Fake tracking numbers are one option – a bar code which if scanned will take the buyer to a website telling them that their parcel has been delivered. That was before eBay’s latest update to selling standards. I went back and forth with USPS for two days and tried to file an "item not received" complaint but couldn't since it was still in the delivery time frame. Really does frustrate me that i am dealing with scams over £2.49, it is not like i was expensive or earning a fortune on this transaction, and now it is costing me labour to deal with the emails they are sending to rip me off. we are idiots, for continuing to sell on ebay and subject ourselves to this abuse. From that, I’ve had 3 INRs that I’ve had to refund. Was it all really just a pile of bulldung? Not every retail shopkeeper has easy access to a computer, even in this day and age many older people wouldn’t have a clue how to list something online – I know that, as I talk to the people who come in my door, and many of them tell me they have not got a computer. Regards!”, Do these scammer think we were born yesterday we have seen all the scams before. These items will typically be fairly low in value as they feel people will be less likely to report them if they claim they haven’t received their item. By doing so, we have noticed a significant reduction in INR’s… The buyer will be refunded through their original payment method, and you may be eligible for a final value fee credit on your next invoice. However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire. Of course this will never happen because there are no scam buyers in eBay’s eyes and sellers are all con merchants and are just cannon fodder to eBay’s management. The buyer goes to PayPal instead and opens a case and get their money back that way with no effect from ebay. All of my INR cases in the last 12 months have been solved by requesting a redelivery on Royal Mail’s website to the buyer’s address. Hardcore scammers will still claim regardless of the 2d barcode because I don’t think it’s going to classed as proof of delivery by the sales channels. If my comment is stupid, then perhaps all of those people are liars ? It’s surprising, if you suggest the buyer checks with Royal Mail and their neighbours or even their husband or wife, how often a parcel will then turn up before they open a case on eBay. Another weapon in the arsenal is to put a slip into each packet with a unique email address that isn’t published anywhere else, asking them to email with any issues. I’m afraid ebay is encouraging the buyers to behave this way, most of the buyers buy from ebay and amazon, they never behave this way on amazon. Some of this is organised in a major criminal way. We have really had to put out buyer preferences as high as possible. Tip A good idea at first glance, but think of the problems, as there would obviously be big differences in buyer’s claims if you compare purchases from China with those of grey mailing bags from a UK seller. I heard this from Royal Mail themselves that it is one of their biggest bug bears, posties not leaving cards. It’s only going to put off chancers anyway. “Item has not arrived I would like a refund, I had to buy it in the local store”, There are 10 of this item world wide on eBay and manufacturing ended 15 years ago how lucky to buy one locally for this buyer, Next one sent a message saying the item had not arrived so I replied with I will post a replacement out ASAP then got this, “Good morning, Enter the tracking number, or if you don’t have it, the date you shipped the item. You can choose whether to accept returns if a buyer changes their mind about a purchase. How to deal with dodgy ‘Item Not Received’ buyers on eBay. Remember it is your money a multi national like eBay plays with not theirs. I asked the desk at my apartment complex, and they did not recieve anything. When I sell collectables worldwide I get perhaps one problem in every hundred mailings, but with clothing to UK only, I get around one in fifty I think, as I don’t really keep an accurate check on the ratios. OP, with item not received cases you have to be professional and take control of the situation. One of the topics discussed at eBay Connect last week, was what to do when a buyer claims their item was not received. 66% of products from online marketplaces failed safety tests, “Trust but verify”: Bridging the trust gap in ecommerce, Enhanced eBay Seller Protection live from today, Rakuten Super Logistics celebrate the perseverance of ecommerce. green light good buyer (no problems) , amber light , a few INR cases but nothing to worry about but be aware high value items be shipped with tracking , or red light , ship with tracking only my latest bundle of joy: I posted item to customer next day and have proof of posting. This does happen. Select the carrier you used from the dropdown list. On eBay, in the past sellers have done their utmost to avoid a buyer opening an Item Not Received case. Theft and scamming is an epidemic on eBay and it is mainly an eBay issue. It seems the vast majority of problems with Royal Mail are caused by posties not leaving “Something for you” cards when the buyer is out. If there's no tracking, then I would start your back-up process for missing mail items, e.g., start an insurance claim if you have insured the shipment. Sadly the implementation of the tracking side is delayed and Royal Mail aren’t yet publishing tracking details and we’re not likely to see support for 2D bar code tracking on eBay before 2017. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. Choose this option if you don't have tracking details from one of our integrated shipping carriers showing the item was delivered to the address on the order, or showing the package has been in transit without movement for 7 days or more. If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. if it cant be sent tracked or signed for we dont sell it With DMO it provides a reference number for which proves the item was posted, unfortunately it is not a tracking number, however we do add this to the eBay sale as a tracking number. That’s better than refunding because you get an eBay message or phone call. You’ll see the refund amount, and you have the option of adding a message to the buyer. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. The question is that will that stop buyers from false claiming the item not as described or even break the item to put a claim. I have als bought other items later and received them. By obtaining a refund or replacement they effectively get the goods for … Unless you’re an amateur, or rogue. If you’re a managed payments seller, learn how refunds work. Of the 10s of thousands of sold items sold in the last 8 years. We always publicly apologise on the buyers feedback using follow up feedback left it an item is “lost” in the post. The person can still leave a review saying they were not delivered. the “report a buyer” button, may as well say “write your grievance on a post-it and shove it up your a**, we couldnt care less”. You don't need a CN22 for UK to NI via Royal Mail The buyer will receive the item, and usually wait a week or so (or until you’ve left them feedback) and then send you an … I purchased an item ($215) and paid with Goods and Services. From 1st June to today, I’ve had £20K sales spread over 1148 transactions on ebay. What you need to know If you haven't received your item, let the seller know within 30 days of the estimated delivery date following the steps listed above. As for your assertion that most online sellers have been in retail….. what do you base that on ? If your item has arrived, and you want to return it for a refund, you'll need to cancel your item not received case and open a return request. I also think when evidence is obtained the Police should be involved. Last year we thought we would step (a very small toe) back into the standard post for items of £5 or less and see what happened…….. YEP the INR claims started again….. “there are no instructions” The vast majority goes Royal Mail 48. golfmats1 2017-09-15 14:39:47 UTC #1. I also think that good and bad ratios will vary across categories, and as buyers don’t always stick to only one category, it might cause a lot of problems for those who often buy high risk stuff and make an average amount of claims for that category, then try to buy something totally different and fall foul of a seller’s blocks. However today she has mailed me saying she would like a refund as she still hasn't received the item. they COULD monitor, ban, automatically track, proactively look out for the troublemakers, but it’s patently clear they dont. RMG need to actually take more responsibility they are the people who are supposed to run a secure network. It should be the same with returns and SNAD cases let the sellers decide what risk they are willing to take. In the email you received telling you the buyer's issue, select See request details. Now I send them one claim a day with all supporting evidence. If you’re a managed payments seller, once a hold is lifted, you’ll receive your funds in your next payout. Hi! If they claim it was not received, and you give them a refund, and you don't get your item back, then they likely got the item for free, and that is the scam. Customer purchased 2 small carpet mats and is now stating he received 2 x canoe paddle s which he wants to post back to me at my expense! It is possible the item is stolen after delivery, in this case, neither you nor the post office is responsible for the lost because the buyer is supposed to provide a safe place for delivery. Once the item had arrived, the buyer sent me a text message to say that he had received it and he was very happy. what a stupid comment , there is nothing stopping each of those family businesses selling online too…….most online sellers have are or have been in retail too! “there are definitely no instruction on the box”. I spoke to my Royal Mail account manager the other day. What to do when a buyer opens an item not received request. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. I swear Boris... Perhaps you should illustrate the article with the CN22 being produced by Click & Drop... We use cookies so we can provide you with the best online experience. but its ebay and that pillock with the glasses that are the big problem. Sell on Amazon. (we cant write back to tell you about any action, because we never take any, we wont even look at your complaint). Including the cases that are opened or emails claiming these INR. In the email you received telling you the buyer’s issue, select See request details. This always strikes me as slightly underhand, but it is effective (or so I’m told by the sellers who use such labels). Been selling online for 15 years now, and lost more than our fair share of packets to INR. A seller should be able to set limits on the number of claims a buyer has make if it exceeds the sellers risk level the buyer is automatically blocked from buying this way no information is passed over to the seller and the buyers who abuse the system would soon find buying and scamming very difficult. Mail Theft is what it is, and it should be treated as such. Buyers are getting clever to work around these things. Send a replacement item: If the buyer would rather have the item than a refund, use the “Send a message” option to offer them a replacement. APD1 2017-03-29 14:54:38 UTC #2. Learn how to leave the ball in their court. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. Which customs form do you need for EU parcels at the Post Office? How to handle a return request as a seller. You have the option of adding a note to the buyer. Buyer saying they received incorrect item , and wants me to pay return p&p. If your INR figures work out a lot higher than this, then you may be getting dishonest INRs and probably do need to track if the losses are too high otherwise. You should report missing packages to the shipping carrier you used—they may be able to help. Buyer is saying they did not receive package but tracking shows delivered on time at mailbox Jump to solution. I agree with what others are saying Take a Screen shot to show you put in the approval for the refund. sure they SAY they do, but do they? PayPal don’t talk to ebay anymore so we get hit every way. If a buyer doesn’t receive their item, they’re entitled to a refund unless you can provide tracking information showing that it was delivered. Buyer saying not received item 3 weeks later. Top Takeaway If you haven't received your item, let the seller know within 30 days of the estimated delivery date by following the steps listed above. It all looks professional but the email is only used on ebay orders. 11.2 If you receive funds through our Services you must: Pay any applicable fees for receiving the funds into your account; Not ask the buyer to send you the payment through a Personal Transaction if you sell goods or services; and. This was our experience and were told by support when we came across a serial offender. Once you’ve sent the replacement, let them know it’s on the way and upload tracking information to the request. Featured in this article from the Tamebay Guide – companies that can help you grow and manage your business. Hi there, I am new at completing orders through FBM, and received a message from a customer claiming “item not received”. General Selling on Amazon Questions. I do something similar. Once the issue is resolved, or we find it in your favor, the hold is lifted and the funds are available again. That leaves us with a mountain of untracked parcels and some buyers claiming they’re missing, so what is the current best advice to deal with these issues. As a clothes seller we recently found a customer who claimed she had not received her order wearing it on a photo she had posted on Facebook. Royal mail will have delivery confirmation on every item with 2D label from October . To say i'm a bit pissed off is an understatement! Every single one of them that has been claimed INR has been eBay. There is always a paper trail. Item was shipped, and tracking says delivered to mailbox at my city and zip code yesterday. Never hear from them again. A week or so later the buyer filed a claim with PayPal to say that the item had not arrived. All but one we think is just theft. Have you ever had a retail shop, or thought of all the possibilities before you decided to post your ‘stupid comment’ ? and even then sometimes buyers really dont receive their item, ? Not impose a surcharge or any other fee for accepting our Services as a payment method. Suggested the buyer go to her local PO and ask about it. One of the most irritating tricks bad buyers play is saying that they have not received an item. That was before eBay’s latest update to selling standards. I haven’t been on here much of late, but like many this subject interests me. On the next page, enter your message and select. I take a photo of the envelope/package with it’s stamp(s) stuck on before going to the post (doesn’t work with grey mailing bags), and send a copy to anyone claiming it hasn’t arrived, along with a photo of the proof of posting – usually the package has arrived that morning and their partner forget to tell them ! General Selling on Amazon Questions. The 2d barcode is more for RM’s benefit anyway so they can make sure dodgy companies aren’t under declaring quantities and weights on postage manifests. Royal Mail sent an... CN22 not needed for the NI from the U.K. for the first 6 months. Copyright © 1995-2021 eBay Inc. All Rights Reserved. Sell on Amazon. Buyer saying not received item. a good idea would be ebay give you warning the seller has a high level of INR cases , if the buyer buys from you there is a recomendation from prior to shipping the item to ship with tracking in the address section or use a ebay discounted postal label You’ll also see your response options: Add tracking details: You’ll need to provide tracking within 3 business days of the request being opened, if you haven’t done so already. Once a request is opened, you have 3 business days to resolve the issue. Read our article on what to do if you haven’t received your item. the item arrived some weeks ago but I found the envelope only today. They need to contact their post office and see where they were actually delivered as sometimes, though rarely, they do deliver them to the wrong place. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab. its about time ebay offered some support and security or shoulder some of the cost of this problem Something went wrong. Tip Buyer blocks are the answer the same as unpaid strikes system we have now. You cannot find out further information without first signing in with the special password you received, when you signed up to you the service, hence if you do not have this password contact your seller, who can then scan further…. So what’s the latest on Postmen to have cameras to prove delivery? Enter your search term to display live search results. Were the INRs genuine lost items? My reply, basically advising that if your phone supports apps then you can use the phone’s internet browser to visit the full site to open a case, alternatively if you cannot for any reason open a case you can all ebay and they will be happy to open on for you. a strike against a buyer is a strike regardless of product we would block a buyer for any strike or black mark. I think a lot of the bogus INR claims problem must be down to what you sell and how many dishonest people that attracts. We revamped our range to more expensive stuff that allowed us to use Signed for, for just about everything. Refund the buyer: The buyer will get a full refund, including the original shipping costs. Royal Mail should be helping us with tracking by affixing a 2D bar code to each and every parcel posted by a business. Etsy accepts the post offices "delivered" as delivered. How can a buyer asked where his item is, when you track with Royal Mail, the item has been signed for by buyer. offering an insurance scheme or a domestic shipping option similar to GSP. I have been guilty in the past of not always claiming and writing it off. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You'll also see your response options: Some sellers go into a blind panic and instantly refund because they feel the buyer will punish them if they don’t. Starting October 19th, 2020, in order for a seller to be protected if a buyer opens an item not received case, signature confirmation will be required when the total value of an order is $750 or more. For some strange reason a few buyers don’t seem to like their dirty washing in public view and then turn their feedback to private I wonder why? Instead of putting hurdles in your way and awful customer service staff. The buyer has notified you it was not received. We are better priced on Amazon with FBA. by osohappycards. We always look the person up on Facebook. – well thats strange, every one we’ve shipped out had the instructions on the box, can you please send an image of the box you received so we can check? Several buyers saying they did not get item that's been delivered...and all want refunds. I go into ebay, get the customers phone and give them a ring and explain exactly what has happened. Most of the buyers on ebay think that it is part of their right to put a false claim and this is a normal practice and nothing wrong with that as this the rule on ebay MONEY BACK GRAUNTEE which means they can have the item the money and bullying the sellers as well. “fine, i threw the box out a month ago when i built it, and now i’m leaving negative feedback” If the order has a total cost (total of item(s), shipping and tax) of $750 or more, it should also show the signature confirmation of the recipient. c_milner1 2017-03-29 14:17:37 UTC #1. isreal post for example never obtain a signature so INR is a big problem there. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . I have a printed business card with the email address on. We do NOt claim it has been delivered, but state ‘IF you have arrived at this page, you have scanned a packet with our QR code on it. – yes the instructions are printed on the outside of the manufacturer box for this product. Use TAB key to navigate results. View cart for details. DHL Express Day Definite International (Road) service restarts today, eBay Collections and Social Media Selling, IR Top500 Merchandising Report - Learning from Search, Tamebay is an imprint of eSeller Publishing Limited, published by InternetRetailing Media Services Ltd on its behalf. There is an old saying that you cannot have your cake and eat it, and I think it applies quite well in this sort of scenario. Sorry for the inconvenience and thank you for your quick answer! . My name is Bailey. Paypal refunded the buyer the value of the item (£1000) After that time, either you or the buyer can ask us to step in to help resolve the issue. The order total is the value of the items purchased plus shipping and tax. I had a buyer contact me because she hadn't received her order even though USPS said it was delivered. It’s like a milkman not picking up empties – why wouldn’t you?? i think this would be a good trial for ebay to roll out , if a buyer has more than 10% INR cases per month , put them on a watch list with ebay supplying a optional reduced tracking label , this will benefit buyers and sellers, ebay could use something like traffic signals only sellers can see and not disclose with a buyer Actually eBay UK is the worst of the lot. To ensure all of our members have a great experience on eBay, most purchases are covered under eBay Money Back Guarantee. We have been hammered with these in the last month. This year we have started putting a QR code on all packets sent. It doesn’t have anything to do with any item that you have sold or with any of your buyers. Now that your seller metrics won’t be dinged by defects regardless of how many cases are opened against you (so long as you resolve them before they’re escalated to eBay), make sure that any buyer you refund has opened a case. If we do get an INR we are able to going back into DMO, retrieve a proof of postage receipt and send it to the customer. Yes, “hey this desk arrived damaged” ( was delivered 4 weeks ago) E Commerce is so important for the UK economy this issue needs to be taken head on. If the weight goes over 2kg, I send on courier if it’s viable to do so. Learn more about our signature confirmation requirements. Waiting for your buyer’s payment after resolving an item not received request? The simple truth is we are selling more than ever tracked on ebay and charging for this. You may be surprised how many go away and find their parcel and discover that cases aren’t opened in the first place. That’s one example of the joys of online selling, and as the owner of a local high street b&m shop, any similar cases would not be tolerated, even if any customers were silly enough to try it on – everyone knows everyone else, so an individual’s character would be taken into account. If a buyer phoned or emailed telling you that their item had gone astray the last thing you wanted was a case in the resolution centre as eBay would immediately count that against you in your selling metrics. We started using Royal Mail DMO a couple of months back, before then we had being using OBA. If you and the buyer can’t agree on a resolution within 3 business days, you can ask eBay to step in to help. Sellers are of course advised that it is best to send everything tracked. Pays to read the fine print. As I dont get that many INRs the addy is not used much, but it is funny when I do get an email on that address. Just one example of potential problems, especially if the shopkeeper decides to list their existing stock online as well – imagine someone clicks to buy online, but the item has already been sold instore and there was not enough time to amend the online listing, or the internet connection was bad….. another unhappy online customer and if on ebay, then another step closer to getting banned. That was fine and losses still occurred sometimes, mainly when posties ‘forgot’ to get signatures & that gave buyers to ability to claim INR as RM (and us) could not prove otherwise. Sell on Amazon. – for damaging it yourself a month after (and then lying about it)? the above is all well and good now 3 weeks later and customer says has not arrived. To be honest the problem is not with the buyers , the problem is with ebay. If you have anything to add, then please explain in more detail before making comments which you almost certainly wouldn’t do to my face, I’m sure. this would be a good idea as the buyer wouldnt know this status only the seller , at least it will give the seller a warning and option without ebay completeley blocking a buyers purchases if it was genuine Code on all packets sent get the package p & p eBay’s latest update to selling.... What it is your money a multi national like eBay plays with theirs... Address on always claiming and writing it off s viable to do with any of your buyers printed card... How many go away and find their parcel and discover that cases ’... On everything maybe it gets enough exposure something gets done blocks are the big problem ask about.. On payments holds on your sold items sold in the email address on buyer changes their mind about purchase. Some of this is organised in a major criminal way saying that they not... 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Picking up empties – why wouldn ’ t received the wrong item by mistake please!