Also, I am a At this point, PayPal becomes directly involved and will make a decision using the information thats provided. Amazon Policies, Seller Resources, Seller Strategies, Uncategorized. If your buyer has reported that they have not received the item you can defend this by adding your tracking number to the case. - edited Youll need to provide new, additional information to back up your appeal. Amazon customers expect their products to be delivered fast and on time. But I see a need to be wary because as a new seller you should be careful who you sell to as these products are the type of items scammers go after. Experienced eBay sellers and buyers, helping other users with all things eBay. In this type of claim, the buyer is stating the item they received is significantly different than they expected, based on the seller's description. If the seller does respond, PayPal will work to evaluate the information provided and determine the outcome of the claim. If you purchase shipping through Amazon, Amazon will take the loss when an item is Claimed as non-received and you will not be affected. Respond to any buyer messages in a timely manner. Scan this QR code to download the app now. hayward permit application 0 items / $ 0.00. . By rejecting non-essential cookies, Reddit may still use certain cookies to ensure the proper functionality of our platform. Privacy Policy. You can choose whether to accept returns if a buyer changes their mind about a purchase. Tip. The buyer does not have 2 months to file his claim; he has 30 days after the latest estimated delivery date. reject the offer. So keep an eye out for messages from your buyers and respond promptly. The majority of these scams are carried out by dishonest sellers, and the victim is usually the person buying. Consider adding insurance so that youre covered if the item is lost in transit. After you make a selection, follow the instructions. It helps to provide a better customer experience, and it might make it easier to come to an agreement about their issue. Examples: My Not only will your metrics take a hit but you will need to refund the buyer in the case you lose the Claim. Litreally 1 or 2 tiny sales a day, what's going on? Proof the buyer received a refund before the case was closed. I should mention that the buyer is only messaging me for proof but not actually taking action as it still says "pending buyer action". They agreed to have me ship the item anyways to resolve the claim. There are no automatic fees levied against you, and your seller feedback wont automatically be affected. I had an order on eBay, $80 item and just hours after it was delivered with Fedex delivery with online tracking the buyer opens an item not received case and requests a refund with the message "i want a refund"? confirmation. You're responsible because the buyer didn't receive their item. He primarily writes about fintech and cybersecurity. Copyright 1995-2023 eBay Inc. All Rights Reserved. If the tracking shows delivered then you will be fine. If you bought something from a business to be delivered, it's the seller's responsibility to make sure the item is delivered to you. If you read about online shopping scams, you're likely to have noticed a pattern. Insights and strategies from Walmart Marketplace sellers. For more information, please see our Prep for the holidays that drive the highest ad spend and conversion. local_offer Tags: Amazon Policies, Seller Resources, Seller Strategies, Your email address will not be published. the item not received claim is pending buyer action Sign in what are the 3 ps of dissemination. Learn more about our signature confirmation requirements. Billing errors include charges for items that you didn't accept or that weren't delivered as agreed, involved the wrong amount, were unauthorized, and certain others. For returns-related Claims: Eligibility of return request, domestic return address, returns shipping details (such as return label). Usps IS STILL MELTING DOWN folks. However, depending on the payment method the buyer used, it can take up to 30 days. We received tracking information that shows the item was delivered to the buyer's address. If an Amazon customer is unhappy with your product or service, they will not hesitate to do everything they can to get their money back. After that, if the matter hasn't been resolved, either of you can ask us to step in and help out. According to Amazon, here are the two buyer issues that qualify for a Claim: Annual insights from real Amazon sellers. Oh, Ship! By using Amazons supported carriers in Seller Central, sellers are protected against A-to-Z Guarantee Claims if they are related to delivery issues. Example: You fail to deliver an item within three calendar days of either the maximum estimated delivery date (EDD), or the date of delivery confirmed by a valid tracking link, whichever is sooner. Put on your thinking caps before you ship, Combined shipping is a win for both you and your buyers, Self-proclaimed shipping expert shares their "Oh, ship!" See if your sales are eligible for Seller Protection, which comes included with your PayPal account. As I have heard and said a million times, Ebay needs to protect their seller base too. A temporary hold may automatically be placed on money when a claim is opened. Amazon will manually begin their investigation into the A-to-Z Claim and determine if the Claim should be granted in favor of the buyer or the seller. The buyer doesn't have to buy insurance, seller does. In the email you received telling you the buyer's issue, select See request details. Best of luck to you. Best response so far, really hits the supporting and motivating checkboxes. If you're getting a refund, it will go back to your original payment . You can chat with other sellers about anything to do with running a business on eBay. You can also ask us to step in and help from Seller Hub or from My eBay Sold. Cases take some time to go through the system but this will close in your favor, if you have that delivered scan. Report any missing packages to the shipping carrier you used they may be able to help. They are known for having policies that are designed to cut costs even if they leave them open to fraud. Example: You purchased a tennis DVD, but received a tennis racket. (ii) The buyer wants to return an item internationally but you did not (1) provide a domestic return address, (2) provide a prepaid return label, or (3) offer a full refund without requesting the item be returned. Your email address will not be published. Most online shopping transactions are performed by legitimate buyers who are happy to pay for an item provided they receive it. During the investigation, Amazon may ask you for additional information. When you make an appeal, eBay will review the case and any new information you provide and come back to you with a final decision. Theyre. before on the platform. Once youve sent the replacement, let them know its on the way and upload tracking information to the request. Using their resolution center, the first step is to make eBay aware of your grievance. https://www.valueaddedresource.net/ebay-germany-ends-fees-for-private-sellers/#:~:text=eBay%20Germany%20has%20announced%20that,%2C%20effective%20March%201%2C%202023. Having a claim filed against you doesnt necessarily mean youll be penalized. Disputes about the quality of the item are not billing errors. Aug-16-2020 03:54 AM. View related content below. Any feedback left for this transaction will be removed. Be sure to ship to the address listed in checkout. Once the Claim is opened, your ODR will still be negatively impacted even if you refund the buyer. Understanding disputes, claims, and chargebacks. the item via USPS 1st class mail, then provided the buyer with a tracking no. eBay's buyer protection policy is called the "Money back guarantee." A buyer bought an item from me for around $90. As a seller, you are indeed responsible for delivery of anything you sell. Avoid selling to anybody who lives a considerable distance away. Has something changed recently or is this a glitch or and our If they filed a case, just call eBay and tell them the tracking shows the buyer received it and they *should* find in your favor. To do so: If a claim has been logged, youll be notified via email. Buyer has contacted you through Return Request; and Amazon suggest using their shipping option which cost more than using our own account. The buyer can open an Item Not Received claim one day past the Estimated Delivery Date on the order. Your products may have been in top condition when you shipped them out. The only difference is that FBA sellers are not responsible for delivery-related issues. 2. Scan this QR code to download the app now. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. Learn how to handle a payment dispute as an eBay seller. The perpetrator might do this because they want to save money on a personal purchase. counter-offer but that option seems to be missing - I can only accept or The Fair Credit Billing Act treats certain credit card charges that you dispute as billing errors. Some defects, however, qualify for a refund without a return. while.Now since Brexit has come in I've only sold a few items to UK You have the option of adding a note to the buyer. were going alright until a few weeks ago and seem to have hit a wall. Whenever possible, we recommend resolving your buyers issue directly and not asking eBay to step in. The likelihood of them loosing your packages is still very high. Amazon customers expect their products to be. Any suggestions or should I wait for buyers action? The item's condition was misrepresented. 07:11 PM If you are unable to resolve any issues a customer may have, you run the risk of damaging your overall account health and. the money she paid me for 5 weeks. This will give the company's customer service a chance to provide a resolution for the problem. How to ask us to step in. Concentrate on selling to lift up the amount of FB you have. (i) The item received by the buyer was damaged, defective, materially different from what was ordered, or the buyer changed their mind and returned the item consistent with Amazons return policy, but was not refunded or was refunded in the wrong amount. Example: You fail to deliver an item within three calendar days of either the maximum estimated delivery date (EDD), or the date of delivery confirmed by a valid tracking link, whichever is sooner. What is my obligation to give the buyer a refund. Once a customer has filed a Claim, there are four possible outcomes: 1. Weekly Chat with the eBay Community Team- 26.04.23 @2pm, Fuel your eBay sales: Proven strategies for selling motorcycle parts, eBay Elevate Webinar: Writing Copy That Stands Out, Upcoming eBay webinars to help you grow your business. Small business tend to have small profit margins and it doesn't take many instances of fraud to shut them down. What are all of your thoughts? 11-12-2020 Well normally get back to you within 48 hours, though occasionally it can take a little longer. So far I just updated the tracking details with the same tracking number eBay already had and eBay released the hold on my funds but the case is still pending the buyers reply, not sure what that means. I Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If the buyer doesn't receive the item, they are entitled to a full refund. I can see this as an easy way for a customer to commit fraud but is there a way to fight this. Buyer eligibility criteria for filing a Claim: You and the buyer do not resolve the issue(s) within 48 hours of the Buyers first message. otherwise, the only way to combat a 'Item not received' claim is to use signature verification on your shipping; no other form of tracking is considered evidence of delivery according to Amazon's standards, which is why if your order didn't have signature . Here are some best practices to prevent buyers from filing a Claim against you: One of the reasons a customer may open a Claim is because the product they received did not meet their expectations, based on your product listing. Buyer eligibility criteria for filing a Claim: If you do not respond promptly and/or resolve the customers issue by issuing a refund, the buyer has the right to open an A-to-Z Claim against you. The content you are looking for has been archived. Have you received one before? These are the steps the process would typically take: File a dispute with eBay's customer support. It is now in the buyer's court. The seller's only protection against this is a delivery scan which shows that the package was delivered. How to handle a return request as a seller. and I have all the correct settings in post Hii sold a silver brood, paid for and dispatched. The fact that the buyer gave you and the USPS the benefit of the doubt and was willing to wait such a long time should be considered a credit to the buyer, not a criticism. Want to know why Amazon is one of the biggest, most successful companies in the world? Sometimes they will Ok to insure yourpackage. I scanned her QR code and ebay I'm assuming that's what the signature read or do I need to contact UPS for the actual signature? Failing to ship on time can lead to your item arriving later than the estimated delivery date. Some buyers may claim that they never received the package even if they did. Yes USPS deliveries have been affected recently but still a full month for a First Class package is outside the reasonable waiting period, especially since the slelr's Post office says it never left their town. The case will not affect your seller performance. regarding the Claim. Or it might be part of a more organised operation where multiple items are purchased effectively for free and then resold for profit. This allows unscrupulous buyers to receive a delivery and then claim otherwise. Use the return calculator to compensate for potential added costs, Heres how to make your return policy work for you . When stating your handling time, make sure its something you can manage. You and the buyer do not resolve the issue(s) within 48 hours of the Buyers first message. This has resulted in many retailers having policies that are easy to take advantage of. When a buyer opens a request, the funds related to the sale may be be put on hold. No buyer in his right mind would voluntarily give you $45 in order to not get the item he ordered. During the investigation, Amazon may ask you for additional information regarding the Claim. When you make a purchase using links on our site, we may earn an affiliate commission. Inpost no longer showing locker availability - useless!! This is why it is important to do so. By accepting all cookies, you agree to our use of cookies to deliver and maintain our services and site, improve the quality of Reddit, personalize Reddit content and advertising, and measure the effectiveness of advertising. Example: You bought a table, and it showed up with only three . I told them that I would split it 50/50 with themThe buyer is guaranteed a full refund by eBay. One of the reasons a customer may open a Claim is because the product they received did not meet their expectations, based on your, Manage customer expectations with strong listings. Some buyers may get a little peeved if you are going to require it and they do not know it. "Status: The cancellation is pending" I have cancelled items before as a buyer and never experienced this. **Update 6 days later:**The buyer has asked eBay Customer Service to review this case and make a final decision. For example, it might be policy not to investigate claims if the item in question is below a certain value. We received tracking information that shows the item was delivered to the buyer's address. My recent experience with the post office is they are not doing all the scans at distribution locations - probably due to lack of personnel and the mail-in ballots - but that doesn't mean the package isn't traveling. If eBay steps in to help, you will no longer be able to issue a refund. Depending on the sophistication of the scam, the item that's returned may be a cheap replica or just a random item that happens to fit in the box. the item not received claim is pending buyer action. I'm guessing that the buyer wants me to budge for a refund but it's an assumption right now. Cases can happen to any seller, and handling them well can go a long way toward keeping customers happy. If eBay closes the case in your favor, the case will be closed immediately and you wont need to do anything else. If you do not respond to Amazon within 48 hours, the Claim will be granted in favor of the buyer which will hurt your account metrics. I no longer use USPS for anything here now. In order to be protected, tracking must be from one the shipping carriers integrated with eBay and must include the date you shipped the item, the date it was delivered, and the address it was delivered to. Same boat as me good luck. That is a totally **bleep** policy from EBAY. Before responding to a Claim, assess the situation. In this case, the buyer is claiming they ordered and paid for an item but didn't receive it. moment, Oh, Ship! Below are some tips to consider while listing and shipping your item. If a buyer opens a request, well send a message with all of the details to your registered email addressitll also be available in your eBay Messages - opens in new window or tab. After that time, either you or the buyer can ask eBay to step in to help resolve the issue. Examples: I also note that he waited about 33 days before filing for a refund. Good Luck with USPS with excuses delays package search blah blah. Learn more and manage your cookies, Select how you would like to respond and click. Reddit and its partners use cookies and similar technologies to provide you with a better experience. Boxing is a scam whereby a buyer requests a refund in exchange for returning an item. I looked at your sold listings and none of them actually required signature confirmation. The catch is that instead of returning the item that was purchased, they return something else of lower value. If you dont agree with the decision after eBay has stepped in to help resolve an issue between you and your buyer, you can appeal by providing new information within 30 days of the case being closed. A quarterly study that explores changes in consumer behavior. UK seller - Return to international selling since Brexit, Issues with customers unable to request a combined postage invoice. Finally I had to refund the buyer. of Seller Preferences, Manage Who Can Buy From You? Hello, A buyer has put in an "item not received" claim but has left a comment stating another vague reason (unless I'm reading it wrong). Would you think getting no item and half your money back is fair? So how exactly does it work? four. You can ask us to step in from the Returns & Refunds section of Seller Help. Hello! This is happening pretty often with USPS Priority and when when a customer opens an AtoZ claim it's always in their favor. He indicated he talked with ebay and he wanted a full refund. The seller's only protection against this is a delivery scan which shows that the package . The purpose of the scam is to get a refund and therefore obtain the item in question without paying for it. good developer and can help to automate different processes using an document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Everything you need to find a product & start your Amazon business, Tools to make managing your business easy, so you can focus on growing it, Insights from the Amazon Marketplace tailored to the world's largest brands, Get your product up and running on Amazon with a successful launch, Earn more product reviews - the key to driving traffic and sales, Simplify managing your Amazon business & save time, Web-based software suite to start & grow your Amazon business. If a buyer opens a request, we'll send a message with all of the details to your registered email addressit'll also be available in your eBay Messages. It's not your fault..but you're responsible none the less. They are: Item not received; Item not as described; I want to return the item for a refund; Item not received. However, you may not be protected if you don't upload tracking from one of the shipping carriers integrated with eBay and there is no acceptance scan showing before the 3 business days expire. I seem to have lost easy access to my Buyer Activity Log. I am a beginner and will appreciate any good advice. Like many scams, as new measures are introduced by retailers, new tricks are created by perpetrators. They also record the GPS coordinates of their drivers. If you do not appeal within 30 days, the case will be permanently closed and any negative impact on your ODR will not be reversed. What you agreed to in the eBay user agreement when you chose to sell here is what matters. This is why it is very important to always include tracking information such as carrier and tracking numbers so you can prove the item was successfully delivered. When a buyer opens a request, the funds related to the sale may be put on hold. Thanks for the advise, I'll definitely do that next time I list something. Once the issue is resolved, the hold is lifted and you'll receive your funds in your next scheduled payout. Contact the seller if you experience any of these issues: Your order hasn't been shipped: If the seller hasn't shipped your order within a few . A strong shipping strategy is key for a successful holiday. If you and the buyer havent been able to resolve the issue within 3 business days, you can ask eBay to step in to help. Refund the buyer. Even if you say the buyer waited longer than a month to ask for a refund, the buyer most likely used a charge card to pay for the purchase and has 180 days to do a charge back and you are going to give a full refund that way, plus if it went through paypal I think there are additional charges. Keep reading to find out: The Amazon A-to-Z Guarantee protects buyers when they purchase items from one of Amazons third-party sellers aka, you.