Liabilities of seller vs buyer

[dev_patel33]

My wife has sold an item for £200+ on a private account (non business)

The BUYER has paid for item and apparently paid for YODEL tracked parcel.

We are to send off parcel tomorrow.

But it bothers me: Sure it is tracked, but there is no guarantee that the buyer gets it as often the tracked post is left at their door.

Now, the buyer may state that they did not receive the parcel and raise a dispute - e.g claim they did not get the parcel.

I would have preferred a tracked and insured parcel to cover the eventualities, but the parcel is only tracked because the BUYER refused to pay the extra.

Now, in the case of this situation, we could be out of pocket and lost goods so a total loss as SELLER

OR is it tough luck for BUYER where they will have to take the hit (or may not actually as could be the case since they have the parcel) since they chose and paid for the postage.

I wish ebay would actually lay this out to all (as best practice) so all private sellers or buyers understand the rules.

It would reduce the anxiety levels. There are enough horror stories from professional sellers!!!

Any views/advice here?

[roger_roger_over_and_nowt]

"BUYER refused to pay the extra" is not the buyers problem.Insurance if for the sellers benefit not the buyers.

If item is tracked and shows delivery the buyer would struggle to get a refund through Ebay but they could possibly request a chargeback through their bank,dependant on how they paid.

Have you checked to see if there is any cover at all and that the item is not on the couriers exemption/prohibited list.

[**peaseblossom**]

Don't use ebay postage and opt out of their "simple delivery" during the listing process.   Look for the options menu icon on the right of the postage section.    Then you state what postage you use and the buyer does not have a choice.

For your current transaction you can switch postage and buy your own.    Let buyer know.   And remember when you buy your own postage you have to mark as dispatched and add tracking manually via the dropdown menu for the item on your orders page (it happens automatically when you use ebay postage).

Or you could cancel the current transaction (refund would be issued in the process)  and relist with your own choice of postage on the listing for the buyer to buy and pay again.  

[dev_patel33]

Hi @roger_roger_over_and_nowt and @peaseblossom

thanks for the response.

So it is clear that insurance is for the SELLER's protection / refund if lost. (which is what I thought - thanks for the confirmation)

I'm prepared to insure the parcel and send the BUYER the details and update eBay as described (well my wife, who is the SELLER, will do so)

I conclude that:

1.  There is a risk that the "delivery" albeit tracked, may be claimed to have disappeared/non-delivery by BUYER.  If tracking info provided by Yodel, then BUYER will probably not be able to claim.  (Funds are released to wife)

2.  The risk is that BUYER my claim via credit card refund so dud result.  Then the fight is with whom? The bank or Yodel (a claim is lodged as a non-delivery? Will they pay out or the insurance)      OR am I reading between the lines (from what I have seen on this site) is then a total loss?

[resurrectionscooters]

Why not just bite the bullet and use a Courier you are happy with and pay the insurance ? Surely its not upto the buyer to pay the insurance ?

[tressygirl · Accepted solution]

We hear here, all the time of missing items, but the seller nor eBay can be responsible here where a postie or courier deems to be a ' safe place' to leave an item.

Items are stolen, if left in full view of passers by,  we've even heard of items being left in dustbins, and yes, it was bin collection day.

As long as the seller has tracking to show delivery to the name and address eBay provided on the delivery details for the item, a buyer cannot claim from the seller / eBay.

Can they open a chargeback with their payment provider?  Yes.  Now I'm no expert here,  but no Company will just willingly hand over money,  and if delivery has been proved,  this must be taken into account. Do they refund or not, anybody's guess.

@dev_patel33 

[dev_patel33]

Hi,

Not being snarky! @resurrectionscooters  - as per my note:

"I'm prepared to insure the parcel" - I'm paying for it, so I am not sure what you are pointing out.

@tressygirlthanks for the useful info, I do understand where you are coming from, and it is good to know that the c/card clawback is not automatic. Anxiety relief!! 😀

Thanks everyone!

[resurrectionscooters]

Not really sure why you posted in the first place TBH

[tressygirl]

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@dev_patel33 wrote:

@tressygirlthanks for the useful info, I do understand where you are coming from, and it is good to know that the c/card clawback is not automatic. Anxiety relief!! 😀

Thanks everyone!

As said @dev_patel33  I'm no expert on chargebacks , but you would think and hope  they would take into account if a case has been closed with eBay for a refund.  I would have no idea what the result of a charge back would be.

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[vintique*violet]

Don't use ebay postage and opt out of their "simple delivery" during the listing process.   Look for the options menu icon on the right of the postage section.    Then you state what postage you use and the buyer does not have a choice.

Exactly what I do , only use Royal Mail direct at the Post Office...  Tracked 48 ( covered for up to £150) with or without signature upon delivery, Special Delivery covers higher values, can be expensive if weighty item. Larger parcels Parcelforce is a good option. 

Most postal services now take a photograph of the parcel whether left at the doorstop or handed to the recipient.. 

Once the parcel is posted it is out of the sellers hands, so to speak,  so always ensure you cover yourself, even with untracked keep postal receipts,  as this proves you have honoured your end of the transaction. 

Good advice on this thread - thank you. 

[myriad*seller]

Before you pay extra for insurance, MAKE SURE that the item is actually covered by the compensation cover you paid for 

Couriers will take your money to insure an item, even if they KNOW at the point of sale that it is not covered by  compensation cover due to their extensive list of exclusions for items they will not pay compensation for

If the item goes missing or is damaged in the post, the SELLER refunds the buyer, and then attempts to claim from the courier

Only offer courier services on your listing that YOU are happy with! Don't give buyers the option to choose an uninsured service. You wife is in charge of the listing, and choosing which postal services to offer.

Don't give the buyers the option to choose a service that does not insure your item, although you will find, for many items, the only option that will actually offer compensation cover is Special Delivery, and it isn't cheap

Don't waste money insuring items that are not covered by compensation cover (and  PLENTY of items are excluded) without checking the insurance will actually benefit you in the event an item is lost or damaged in the post. For items that you cannot get cover for, you will have to "self-insure" and be prepared to pay the refund out of your own pocket, I'm afraid.