Tracking for low value items

sorted0_0 — Mon, 19 Sep 2016 18:49:08 GMT

Has anyone encountered this issue and if so what have you done to resolve it please?

I sell low value items £3,35 inc free 2nd class postage which costs 75p. Tracked postage would be £6.45 - so very prohibitive.

Some Buyers then say item not received and raise a case. I send a message saying I'll send another out to them. Replacement item sent.

Usually this works fine but just recently I've had a spate of cases saying still not received, escalating to eBay who find in their favour, refund them and blackmark me as I have no tracking to upload. I send out 60+ per day and have for a number of years so why would I pick on 4 random customers and not send them out. It seems track record counts for nothing. The clever ones leave negative feedback before raising a case too - double whammy.

Contacted customer support who say I shouldn't send a replacement just refund them and ask them to buy again. To the honest buyers this will seems silly "the computer says no" and not what I would call great customer service.

Is this what we've come to because of a cheating minority?

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Tracking for low value items