Buyer opened non delivery case but something shady is going on

[craftyclutter2]

a buyer has opened a non delivery case with EBay but she has told EBay that she messaged me about the non delivery and I didn't respond, not true as I don't have any message from her in my Message Folder on my EBay page and she has already left feedback for this item confirming she received it but thought that the packaging was inadequate and could have burst open. I messaged her pointing this out but no response so I refunded the £7.50 she paid because EBay always seem to side with the buyer but am *bleep* off at this blatant false claim

[*guinevere* · Accepted solution]

Do you have tracking for the item and if so does it show delivered? Ebay will not require you to refund if you have tracking showing delivery.

Feedback is never taken into account when INR cases are opened as ebay deem it could have been left by mistake.

[m25jet]

As Guinevere has already pointed out, you would not have been required to refund the buyer if you had tracking details which proved that the item had been successfully delivered.  In addition to this if the tracking hadn't shown successful delivery but had shown attempted delivery then the case would have gone in your favour in that scenario as well.

To be honest this buyer sounds as though she's more trouble than she's worth.  Therefore, if you have not already done so, add her User ID to your Blocked Bidders List, making sure that the Don't Allow Blocked Buyers To Contact Me option is also activated so that she cannot bombard you with unwanted messages.

[*vyolla*]

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@craftyclutter2 wrote:

 she has told EBay that she messaged me about the non delivery and I didn't respond, not true as I don't have any message from her in my Message Folder on my EBay page and she has already left feedback for this item confirming she received it but thought that the packaging was inadequate and could have burst open. 

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I wonder if your buyer is getting you mixed up with another seller and order, it does seem to be a possibility.

However, the bottom line is that if you don't have a tracking number showing delivery your buyer would get a refund anyway, so the correct thing to do was to refund therm, at least you then get a credit for your eBay final value fees (which you wouldn't if they opened a not received claim and asked eBay to step in). 

[craftyclutter2]

Royal Mail tracking especially for letter and large letter packages is notoriously hit and miss and in this case I don't have proof of delivery

[craftyclutter2]

Thank you, I agree life is too short to deal with these people, actioned a refund and have placed her on my Blocked Buyers List

[craftyclutter2]

have refunded her and placed her on my Blocked Buyers List

[niceprice777]

Replying to this cos ebay help and community support appears to be different everytime I go in to it and I cannot see where to air my own related issue.  My buyer gave his delivery address as a service station garage - Yodel took their time but finally delivered it, I have the tracking.  I have had daily messages from my buyer regards the delivery (starting from even before it was scheduled to be delivered).  Without saying anymore to me he then made a 'non delivery' strike against me. So I am back to the 2 or 3 messages a day with him, he says that he suspects that it is at the garage but because Yodel never sent him the barcode he is unable to collect it.  He claims Yodel cannot resend barcodes and told him 'not our problem' when he asked them to - highly doubt that!  Every other word is 'bro', 'mate', 'dude' tons of emojis - you know when you get a feeling about someone?! Now he has an Uncle's funeral overseas for 2 weeks - I mean people do, but some people way more often that others if you get me. If unresolved on 25/02 he can get eBay in to rule, and probably refund him (for something I am thinking he has already collected).  So, to my point, when the 'buyer protection' was rolled out from 04/02 I read a lot of people predicting that we will see a deluge of non delivery claims - so is this just my first of many?

[lucy_farmer]

'Yodel took their time but finally delivered it, I have the tracking. '

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Was his Service station delivery address the one on his order/payment?

What I mean is , was it his official ebay delivery address or did he just ask you to post it there in a message?

If it was the first (his official delivery address) you should be fine. You have tracking which shows it was delivered to the address provided by ebay.

If you sent it to an address that wasn't on his order.... yes, you have a problem.

If it's his offical address, wait until he opens a non-delivery case, then put the tracking number into the case. That should close it in your favour.

If it's a non-official address, you'll have to refund him. Best to do it yourself before ebay get involved (at least then you don't get a 'defect')

If the case closes in your favour and he loses, he *may* leave you a stinky feedback ☹️

In that case you can often 'defuse' the effect of a neg by leaving a reply.... As long as it's the right sort of reply! A calm, polite, impersonal and truthful reply can work wonders on potential buyers' opinion of you as a seller 🙂. (and don't mention the words 'refund' or 'case' in the reply . Those words are on the 'don't mention on feedback' list, for reasons I've never really worked out...)

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'So, to my point, when the 'buyer protection' was rolled out from 04/02 I read a lot of people predicting that we will see a deluge of non delivery claims - so is this just my first of many?'

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I don't really see why that should be the case.... 'fake' non-delivery cases have always happened and will always happen (but fortunately not as often as we would think; spending too much time on this forum where we hear all the problems and very little of the good stuff!)

The MBG will not change with the introduction of the BPF : in this respect the BPF doesn't appear to be giving the buyer anything they didn't already have....?

(edit - fat fingers)