Naming and shaming?

[avonvalleymusic]

We've experienced a high number of vexatious claims for non-delivery and some outright attempts at theft recently. Sadly, a lot of these scammers are pretty careless with their digital footprint, It has been suggested that we name and shame on social media. Any experience of this? (Cough! Asking for a friend) 

[red_magpie]

How do you know that claims for non-delivery are vexatious?

The fact that an item has been tracked as delivered doesn't necessarily mean that the buyer received it.

Parcels are often left on the doorstep, where they can be stolen. Tracking information isn't always accurate. I've had two parcels tracked as delivered - one was signed for at an address half a mile away, and the other was found in the back of the delivery van the next day. Two buyers have claimed here that eBay accepted delivery "within their post code area" as proof of delivery - there can be 100 or more homes in some postcode areas!

Posting false or unsubstantiated allegations on social media sounds a great way to the courts for defamation.

[avonvalleymusic]

The social media point was an attempt at humour.

Royal Mail tracking is more accurate than couriers and post continues to be delivered daily. I'm well aware that some couriers are less than honest, I've had similar experiences. What I am asking about is the relentless stream of enquiries and Items Not Received cases.

How do I know claims are vexatious? Putting in a Paypal claim inside the delivery period is vexatious - it evades all the protections Ebay is supposed to provide for sellers. Some buyers have admitted it. Some protest too much, some leave a trail of negative feedback in every single instance when they don't get next day delivery, and some immediately back down when tracking information is uploaded. I've had only one claim upheld by Ebay, and that was where an item was sent to France and vanished.

Vexatious in this context means causing or tending to cause annoyance, or frustration, or worry - is it really necessary to send enquiries daily (or even more often) when the listing clearly states there are disruptions to the postal service and provides estimates of actual delivery times rather than the ridiculous Ebay estimates? Even where I've given a buyer the benefit of the doubt and sent a replacement, with a caveat about postal disruption, I still get daily questions and INR claims.

[vijorey]

Do you enter tracking number on dispatch ( when appropriate) or when you have a case opened?

I would definitely try and get the negs removed...totally out of order in the present situation!
If only buyers could see the photos of the backlog in RM ...it is despicable to write that her postman is still coming!

[avonvalleymusic]

In my view, there is something not quite right with that account!

Tracking is entered in response to cases being opened. Ideally I'd put all of them in as the items are posted, but it's just not do-able, there's too many and checking with the Royal Mail Track and Trace is unnecessarily time-consuming as they have those idiotic bots that will delay you each time you put in the tracking number.

The response to getting the negs removed by Ebay has been very poor.

[vijorey]

A while ago now ebay announced that tracking had to be entered on dispatch and before a case was opened, ( I cant find it at the mo) I'm not sure if anybody have found that if cases have been opened and have succeeded without entering the number beforehand....

[avonvalleymusic]

I've yet to have a case upheld where there has been tracking entered, but I only put in tracking in response to a case being opened, or in response to a query asking for it, but goalposts continue to move..

[tobiasd4]

If you add tracking when marking as posted on ebay, it stops cases for item not received as long as tracking shows delivered.

[avonvalleymusic]

With the volumes I'm handling at the moment, it's a problem, but I think I'll put some in just to see what happens.

The main issue is with items that cannot be tracked (under 100 grams sent 2nd class).

[vijorey]

I feel it is ebays fault for allowing the buyers to open a not received case so early, they should extend it at least another 7 days to give the couriers more time
Another loophole to open a case in PayPal ( shame on PayPal for allowing it too)
As for your untracked Mail, there is little you can do about that unless RM extends their tracking system to include them..

[vijorey]

You should be posting this on one of the discussion boards as this is a forum for members who are in need of urgent advice for their immediate problems....

[avonvalleymusic]

"We've experienced a high number of vexatious claims for non-delivery and some outright attempts at theft recently." This IS an immediate problem. I'm spending hours every day dealing with the vexatious claims. Any advice?

[tressygirl]

What are your tracking numbers showing? Check these on Royal Mail Track & Trace not eBay's info page, that's hopeless. Does it show a late delivery there, or attempted delivery?

Whilst there is no need for rudeness from your buyers, unfortunately some are just not understanding how this dreadful Covid 19 is affecting deliveries some being delivered 2 weeks late! But they do (mostly) get delivered.

Check your dashboard if you have been given late delivery marks, and your tracking has shown postage within the specific times, use Live Chat to explain this, and they will remove those late delivery marks.

[avonvalleymusic]

Many are small, low value items that go by 2nd class post (anything under 100 grams can't be tracked). Where the items can be tracked (around a third) I upload the details on receiving the query. Much as I'd like to upload tracking details for every item that can be tracked, there are not enough hours in the day as we're moving hundreds of items per week. Oddly enough, the claims evaporate once these buyers are aware that the packages ARE being tracked. So far, all the tracked items are being delivered, albeit some up to 10 days late.

Some buyer behaviour has been appalling. I've had claims via Paypal for non-delivery within a day of the item being despatched, allegations that items haven't been posted, abuse, and so on, and I agree that many buyers just don't get it, despite being politely directed to Royal Mail's own page saying that service has been affected.

I've also switched to Ebay's fulfilment service for international sales, and now I'm getting claims where these packages been delayed or lost by Ebay's couriers in Lichfield, despite tracking showing that the packages sent by me have been delivered there and are in transit.

Ironically, the late delivery rate, expressed as a percentage on the dashboard, has gone down.

I could go on, but it's a mess.

[tressygirl]

I fully understand your dilemma. Horrid situation we are all in. It's beyond me people's expectations in these times, are such that no explanation will suffice.

Is it worth it for you, for the time being say, not to send any of the smaller items which do not have tracking or that 16 digit number? At least then you may be able to appease members with a tracking for them to watch and to give the item a more than reasonable time to arrive? No guarantees there of course!

[vijorey]

First of all apologies for trying to point you in the wrong direction of discussion boards, 😐

It is the around the 21st of every month that eBay review the late deliveries on the dashboard and these are automatically removed( this was announced a little while ago)
Have you looked on RM suspension list? If you are posting to those countries, the items will stay in transit for a very long time and may be worth excluding those from your countries that you post to..

[avonvalleymusic]

Sometimes my attempts at humour fail, not a problem.

I've just checked the RM list. Fascinating. Sweden, where some of the delivery problems for overseas customers originate, is not on the list. France, where I have tried to deal with several claims posted on the French Ebay site, (which is not accessible from a UK account when there is an INR claim) is. One of the reasons I switched to the Ebay International fulfilment service was to avoid all this!

However, the biggest problem is in the UK. I offer "free" postage on small, low value items under 100 grammes, (that was in response to Ebay "advice") have included information on the listing about the state of the post, and yet still get dozens of queries and Items Not Received claims. Any advice on how to reduce this tsunami of unproductive correspondence and admin?

[tobiasd4]

I never use social media, but wouldn't say it is a good idea especially as you are a business.

You are not allowed to name & shame on ebay, this could lead to your account being suspended.

[avonvalleymusic]

I wouldn't dream of naming and shaming on Ebay, they seem to have policy of supporting fraudsters and scammers in any event! I have come across the occasional blacklist and list of blocked bidders when searching Google though.

[tressygirl]

Yes, those do exist, I've seen them too, but how can one be 100% sure some names were not placed from competitors?

[rusticrye]

Absolutely not. Not only would it breach the rules of all social media platforms that I know of, it's also illegal, and can get you sued for libel.  When you have problems with buyers who make claims that you can prove are false, you use the legal route.  We live in a civilised society, because the law clearly states 'innocent until proven guilty' - in a court of law, that is, not by a bunch of gun-toting vigilantes or their internet equivalents.

@avonvalleymusic 

[avonvalleymusic]

I see the attempt at humour in the original post has passed you by. Hidden in the joke was a request for advice on the tsunami of vexatious Item Not Received claims. If you could shed some light on how these can be reduced so I spend my time helping customers who have a genuine issues, I would be grateful.

[helenzfyou]

I agree. not specifically to shame them. just to share the experiences. recently I had guy bought a mobile phone number from me. everyday he messaged me "where is my item". on the 5th day receiving the same message. I called that number. he answered. he told me he just received it about a hour ago. this could be a coincident. however I love to reveal his ebay id to see any other seller experienced the same with this guy. we seller should be united.