Buyer claims INR

[brad-9152]

Hello. This is my first time posting and asking for help. I have bought and sold many items without a hitch so far, but there's a first time for everything.

I just got a INR notification about one of my items valued at £75. The tracking shows it has been delivered to an 'outhouse' with a picture just showing the package against what looks like an outside fence.

My funds have been frozen. I messaged the buyer with the picture and they said they will contact the delivery company in question. But where do I go from here? I obviously don't feel like I should issue a refund. Do I respond to the request in anyway? I messaged the seller outside the request because I wasn't able to include the picture. I'm feeling like I should still message the seller through the request also so it doesn't look like I'm ignoring it.

Just wondering if I'm covered here or if I'll get shafted! The seller has about 30 feedback 100% so I'm confident enough they're not trying to scam me.

Thanks for any advice

[m25jet · Accepted solution]

When you posted the item did you upload the tracking once you sent it?  If not do so now, and make sure that you also add the tracking details to the Item Not Received case when you reply to the buyer.

So long as you posted the item to the address that the buyer provided at eBay Checkout and the tracking shows that the item has been delivered to that address, or that delivery has been attempted, the chances are that eBay will decide the case in your favour.  If that is indeed the case then the buyer will not be able to open another eBay Item Not Received case in relation to the same transaction.

Should the buyer leave you negative feedback for the item before the case is concluded, and eBay decide the matter in your favour, contact eBay Customer Services as soon as possible after the case has been closed in your favour and ask for the feedback to be removed, stating that given that you won the case the feedback should not be allowed to remain.  Under those circumstances eBay ought to remove the buyer's feedback, in which case the associated account-damaging defect will also be removed from your account.

Finally, whatever the final outcome, add the buyer's User ID to your Blocked Bidders List so that he or she cannot purchase anything else from you again and cause you any further aggravation.

[brad-9152]

Thank you for a swift and informative reply!

Yes I purchased the postage through Ebay once the item sold, as soon it was packed and posted the tracking details were uploaded. It was through yodel store to door, so the buyers requested address was automatically added once I purchased the postage through ebay

I have responded to the buyer through the inquest and added the tracking number. Also I have sent a screen shot of the tracking number with the picture of the item being 'delivered' directly to the buyer so they know the picture of the item is connected to the tracking number of the item.

It feels like I'm covered but as it's a first for me I'm just uneasy about the outcome!

I didn't think about the possible negative feedback either so thank you for that information about what to do if that possibly happens!

Thanks again 

[bravergrace]

Yes, as long as it's the buyer's fence, eBay will probably back you up.   So add the tracking number to the case.  

On the other hand , the If the courier has - as you suspect - dumped the item in the open,  against a fence, you may be able to get the courier to issue a refund.   Because the item could obviously have been stolen, and most couriers don't allow their drivers to dump items outdoors, even if the driver doesn't have enough English to know what an "outhouse" is, and thinks it just means "outside the house".

You could make a complaint to the courier, and they MAY refund you.  If/when they do, you can refund the buyer - even after the case is closed.  You will need to ring eBay Customer Support to find out how, and to check that eBay haven't refunded the buyer themselves.

It is possible, despite the buyer's good feedback, that they aren't being straight with you.  If they have made lots of similar claims before, eBay and the courier will probably know this (they won't tell you, but they may hint at it!).  

[linthamdesigns]

Have a look on Google Streetview, see if you can see the fence, had one once, no delivery, when I looked on StreeView, there was a letterbox in the fence and a bush behind, ask the buyer to check it out, they came back and confirmed it was there, saying it was an old letterbox and can't remember when it was last used and thanked me for checking.

[the-nutwood-collection]

Never take 100% positive feedback as a measure of the buyer's honesty.  Sellers only have two choices - to leave positive feedback or no feedback at all.

Your buyer has 30 positive feedback - there may be another 300 transactions where a seller would have liked to leave a neg to warn other sellers, but can't.

[brad-9152]

Thanks for all the feedback guys it's well appreciated. The inquest ended today on my favour (phew) as tracking shows it's been delivered.

To linthamdesigns I didn't think about looking on streetview, but when I did, low and behold you can definitely make out the same fence as pictured in the picture uploaded by yodel. Strange that when I asked the buyer if they recognised the area in the picture they said no. Even though they the fence is on their immediate right when they leave their house.  Hmmm strange that!

Anyway, I know I haven't been the first and certainly won't be the last posting about this problem, I can only say thank you to everyone and hope you all have a great Christmas and New Year!