Customer return claim

[cubecarpet]

Hi,

I am hoping to get some help.

I sell as a business on ebay and do get disheartened at times with some experiences with customers on here.

Today I have had another issue, a customer purchased a large item (carpet roll) around 250 miles from us on 15th March (he is on the bottom coast in Poole).

We dispatched this and the delivery company several times attempted to book it in with the customer  but he wasnt answering his phone, we were trying to book it in with him too.
(All deliveries of such size are booked with the customer as they are large and cannot be left outside).

It did eventually get delivered on 5th April at 7.51am and we have a signed proof from the delivery company.

Now on 17th April he has submitted a claim that he has not received the item.

In the details he doesnt state he hasnt received it, but says his house sale has fallen through.

Now I am concerned ebay will auto-refund him his £877 and he will keep the item.

What can I do to either get our item back or not refund? 

[vintagewatchpart]

If he has opened a case add all images to the case of every bit of evidence you have of proof of delivery as well as phone records of any contact made when delivery was arranged.

He shouldn't win the case if you have proof of delivery and add this information to the case. If he has messaged you about his house sale falling through Ebay also has that as evidence, why would anyone mention this fact in an item not received case!?

[bravergrace]

Was the item delivered to his new house (the one where the sale fell through?)

If so, you might be able to get it back by writing to the current owner of the house - or whoever signed for it.

This sounds as if you should be covered by eBay seller protection.

Make sure you enter the tracking number into the eBay case (this doesn't get done automatically).

Then explain the details in the "send a message to the buyer" within the case, with a photo of the signature if you can (because eBay count photos as "extra evidence", even if it's information that's already in the tracking!).

And then, when you've entered it, ring up eBay Customer Support and discuss the matter.  

The CS rep should be able to tell you if there's anything else you need to do to cover yourself.  But don't take their word as gospel (because they're only human, and some of them are new to the job or badly trained).  Have a good think before you do anything  drastic. 

[cubecarpet]

Thanks for the responses and advice. Unfortunately, the ebay system is just telling me they will update me once they have reviewed the case, but provide no option for me to send the evidence.

I have just called ebay CS to try send the evidence through so hopefully it will be resolved.

We will have to see what happens now...im just worried as quite often I hear ebay just side with the buyer.

Its the first ive heard of his house sale, and Im not sure of the relevance, neither ebay nor myself are his estate agents. He purchased a product and received it. Business can be de tricky.

[4_bathrooms]

There are two different types of case the buyer may have opened; an eBay Money Back Guarantee case or a "payment dispute" with their financial institution. The former will state something like "Your buyer opened an item not received request" whilst the latter will state something like "Your buyer has opened a dispute".

I suspect this is the latter; i.e. your buyer has filed a dispute with their financial institution. Does it state in the case that it is a "dispute"? Whichever type of case it is eBay should protect you as the order total was over £450 and you have signed confirmation of delivery.

I can only envisage one scenario where this could potentially go wrong for you. At any point did you click a link in the case that stated "Ask us to step in"?

[cubecarpet]

Thanks for your message.

I dont think the buyer opened it with his financial institution as it said "Your buyer opened an item not received request". To confirm, at no point did I click a link asking ebay to step in.

Following this, after submitting the evidenced POD, ebay have decided in the buyers favour.

So I called them up and they said it needs to have tracking or a POD they can access online.

Unfortunately as the items we send are so large and specialist (carpet rolls need a boom truck not a standard forktruck), the only delivery companies of such items are small outfits not the DPD/UPS type. They still use a system for POD's etc but no tracking the whole procedure.

Ebay have subsequently looked again at the evidence I provided (POD) and stated they will overturn the decision in my favour, but we will see. 

It does seem a very scary moment as we sell high value items that need specialist small couriers who dont have the infastructure like a UPS/Royal Mail etc.

[papso22]

Please let us know what happens as ebay does say in its policies that online evidence is needed for seller protection.

[4_bathrooms]

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@cubecarpet wrote:

So I called them up and they said it needs to have tracking or a POD they can access online.

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Oh I see, that will be a problem. I use a pallet network for most of my large items but they do provide rudimentary online tracking with a downloadable PDF document containing the signature capture.

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@cubecarpet wrote:

Unfortunately as the items we send are so large and specialist (carpet rolls need a boom truck not a standard forktruck), the only delivery companies of such items are small outfits not the DPD/UPS type.

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It might be worth talking to some haulage companies in your local area and seeing if the carpets can be transported through one of the freight networks they use. I realise cost will be a consideration but most should be able to provide tracking through the freight network(s) they are a member of. If the length is 4m or less and the weight is 25kg or less I can't see why a LWB van or 7.5t truck can't be used for a kerbside delivery rather than paying the extra cost for a crane/HIAB truck.

For what it's worth I don't think I've ever bought a carpet that was delivered by being craned off the back off a truck.

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@cubecarpet wrote:

Ebay have subsequently looked again at the evidence I provided (POD) and stated they will overturn the decision in my favour, but we will see. 

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Were you told this during a telephone conversation or was it a "live chat" you have a transcript of?
 
 

[bravergrace]

Has the buyer stated or agreed in any eBay message that the item has been delivered?

If so, eBay COULD take that as evidence that the item was delivered, and the claim is fraudulent.  Also, if you can report this to the police as online fraud, and get a case number from them, eBay MAY take this as evidence - or make a courtesy refund, or whatever.  

For that sort of money, I'd certainly give it a shot.

[cubecarpet]

This specific item was 5m long and weighed 200kg. Ive sold carpets online for over 15 years and none of the large haulage companies can provide a service as they would need to have a fleet of boom trucks at each depot, trained drivers and then at the property they would ideally need a Carpet-Tug winch machine fitted to the vehicles, as well as carpet trolleys. They would also need a very relaxed H&S officer as at the end point of delivery, there is a lot of manual labour involved. (FYI Hiabs and cranes are not used, if delivered on a lorry a carpet specific winch on the ceiling of the truck will be used)

There are these companies out there (Alliance distribution) being the largest however they only deliver to business premises and are a part of Victoria PLC who own about 90% of the flooring industry.

Most of the industry have carpets delivered to a local shop, then the fitter brings it to your house in his van, usually pre-cut. The ones who are online use these small outfits to deliver.

[cubecarpet]

This is the route I may have to take.

He hasnt clearly stated he has received it, I have asked him point blank, but he has not replied.

What he is saying is in his claim is, it has taken a week longer than expected and therefore has messed his house sale up.

If this doesnt go though successfully I will have to take him to court. The POD will be suitable for a judge. Its just a very long annoying process.

Ive searched his delivery address and found he is a director of a business so I can track him legally if he feels he can keep an item and not pay for it.

[papso22]

If it did arrive after the expected delivery date given by ebay, ebay allows a buyer to open a case for not as described, but that isn't the case your buyer opened.

How can a carpet mess up a house sale?

[4_bathrooms]

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@cubecarpet wrote:

If this doesnt go though successfully I will have to take him to court. The POD will be suitable for a judge. Its just a very long annoying process.

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You first need to exhaust all avenues via eBay. Have you only spoken to their customer service reps via telephone or were you told the original decision would be overturned via a "live chat" that you have a transcsript of?

As mentioned, there are other avenues available but if eBay have stated in writing they will overturn the decision that is the route I would personally advise pursuing first.

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@cubecarpet wrote:

What he is saying is in his claim is, it has taken a week longer than expected and therefore has messed his house sale up.

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I don't believe that; it takes two to three months minimum to complete most house sales. Even if it was part of a renovation project prior to putting the property on the market the buyer should have ensured all work was completed before arranging any viewings. 

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[cubecarpet]

I know, I dont believe it either its probably just him being dramatic as hes upset about something. Even still, we would not be held responsible for a house sale. There would be no legal standing for that.

I am going to exhaust the ebay process, but if needed we do have legal cover so can pursue it that way if neccesary. Its just a long process. Every now and then theres "that" customer.

[bravergrace]

I don't want to teach you to suck eggs, but have you blocked this buyer from making future eBay purchases from you?