Question
I sold an item on eBay on March 11, buyer paid for on 12th via PP, and I printed a USPS shipping label and shipped item to buyers "PP Confirmed" address on March 12th, Priority mail,with DC and insurance.
DC says "Your item was delivered at 2:46 pm on March 14, 2005"
I heard nothing from the buyer, so assumed he had received the item.
Yesterday (3/22) I get an email from him saying he never recieved the item, and just now checked the DC to see where it was, and saw that it had been marked as delivered.
Afaik, PO states that insured items need to be signed for, so I told him to check with his PO and see who signed for it.
My question is, where does my responsiblity end? If I shipped via printed PP shipping label to his "confirmed" address and DC shows it as delivered?
I did everything I could to ensure that he received the package in a good and timely fashion.
So, where to go from here?
Answer
I don't think insured items have to be signed for unless you used signature confirmation.
I had about 3 of those people in the last 2 months that said they never received their package..when I sent a copy and paste of the DC showing it had been delivered that was the last I heard from them.
If you shipped to a confirmed adress and it shows as being delivered that's all Paypal needs.
Answer
Originally Posted by ladypcer
Afaik, PO states that insured items need to be signed for,
Only for items valued over $50, using the blue and white insurance form. For lower valued items using the green tag, no signature is required.
Answer
Originally Posted by mrpotatoheadd
Only for items valued over $50, using the blue and white insurance form. For lower valued items using the green tag, no signature is required.
Ahhh.. ok. Item was insured for just under $50.
So, now it is up to the buyer to prove to the PO that he didn't receive it?
Answer
Ladypcer,
Best advice is to be nice and helpful to the buyer in your explanation. I've been in the same situation. I'd point out that USPS delivered the item per their online site and the tracking number. They can check it here (insert the tracking site link.) For under $50 items, USPS doesn't require signature. For over $50, someone signed for it. Please check with your family members and anyone else who lives there to see if they accepted the package and simply forgot to tell the buyer. They should check with the neighbors to make sure they didn't protect the item from rain or driveby thieves by taking the box inside and then forgot to bring it over.
In my case, the neighbors had taken the buyer's package inside.
If all that fails, I suggest the you and the buyer both contact local USPS offices and point out this package was insured and start a claim process. It will take effort on both sides to file the claim - the buyer swearing they didn't get the item. In my email to the buyer, I'd include the DC tracking number, and the insurance number if it is a blue slip (I keep all those numbers). I'd point out that I will help the buyer with the insurance claim and that the claim when paid would be the buyer's refund. I've had some say the claim is paid to the seller, but I bet it can be signed over to the buyer, which it should be in this case.
I'd not mention to the buyer that USPS showing delivery will probably not help the claim.
PayPal may protect the seller on this one since DC shows delivered. Just imagine what happens if the DC showed "printed"? Yep. Seller eats it. That is the flaw in the DC offering. No proof of shipping online viewable.
You may have the buyer insist upon another item, insist upon refund, or even file complaints over this, or even a negative, regardless if it was delivered. Doesn't matter that that it shows delivered. They do file complaints. They don't usually win when there is delivery proof but they can still file a negative feedback, to which you can respond, and if you held your feedback, you have full options open to reply USPS del mm/dd/yy w/DC, etc... It will be your choice in your business whether it is more important to retain the customer for future sales, or to cover the loss. You may eat the loss or not at your option. If the buyer doesn't help with the insurance claim, you eat a double loss when replacing or refunding the purchase. I'd not help the buyer who refuses to help with the claim as they may be refusing to swear they didn't get the item, i.e. fraud and not wanting to add insurance fraud to it.
Have you checked the buyer's feedback lately? Do they have other reports from sellers showing this buyer might be dishonest in their claims of not receiving the shipments? You might want to check feedback from and to them lately.
Best wishes,
Answer
Actually the buyer has been very polite in his email. I did check his FB and he has one neutral (it was sent but you claim you never received it), but when looking at _that_ seller's FB, he has several negs and neutrals.
dstuber, thanks for the information. That does help me know where to go from here, and I'm hoping this can be resolved without any negs, especially since I feel I've done all I could to make sure everything went smoothly.
I also feel that since DC shows it was delivered, the ball is now in his court.
Item was insured through an online transaction (printed label through PP), so the receipt I have shows DC # and "Insured" and amount insured for, so there is no blue slip.
Answer
Originally Posted by ladypcer
Item was insured through an online transaction (printed label through PP), so the receipt I have shows DC # and "Insured" and amount insured for, so there is no blue slip.
If I recall correctly, that means the insurance number is also the DC online tracking number then.
I also feel that since DC shows it was delivered, the ball is now in his court.
I'm not sure what emails you both send and when. They sent one that said it didn't arrive. You probably sent one that said here are the numbers and it shows delivered and check with family and neighbors and finally with the USPS office. I hope you added, email me back if it still does not show up so I can help with the insurance claim. That basically sets the expectation that if it doesn't show, it is a claim.
It is in their court to check, but here is a point of failure. Some buyers will not find the item, become angry at the seller, and lash out instead of calmly helping file a claim. If this were a very low cost item and something you can easily replace, it may be much cheaper and better for good will to replace it once. And move on ignoring that the buyer might be enjoying two. You probably can write it off as a business expense for good will, or loss for replacement of lost item, etc.
At any point while you're waiting, you can always send a follow up email showing you care and are wanting to help them. Sometimes just the small details are what helps the most.
Dennis
Answer
Originally Posted by dstuber
I'm not sure what emails you both send and when. They sent one that said it didn't arrive. You probably sent one that said here are the numbers and it shows delivered and check with family and neighbors and finally with the USPS office. I hope you added, email me back if it still does not show up so I can help with the insurance claim. That basically sets the expectation that if it doesn't show, it is a claim.
It is in their court to check, but here is a point of failure. Some buyers will not find the item, become angry at the seller, and lash out instead of calmly helping file a claim. If this were a very low cost item and something you can easily replace, it may be much cheaper and better for good will to replace it once. And move on ignoring that the buyer might be enjoying two. You probably can write it off as a business expense for good will, or loss for replacement of lost item, etc.
At any point while you're waiting, you can always send a follow up email showing you care and are wanting to help them. Sometimes just the small details are what helps the most.
Dennis
Actually, the email he sent to me saying he had not received it, also stated that he would check with the office of the building where he lives (at the PP confirmed addy) and the neighbor (who has the same last name) and with PO. He already had the DC #. I provide that to my buyers when I ship the item. Is that not a good idea?
I replied with a copy and paste of PO DC info, showing it was delivered, and confirmed that I used a printed shipping label with the PP confirmed address that he provided, and asked him to check with his PO.
If it shows as delivered, how can he possibly file a claim for non-delivery with the PO?
He may have to go through PP, but I don't see that they would approve a claim either, since it shows as delivered?
The item he purchased was a vintage item, and not readily available for replacement.
Answer
I have decided to just refund the buyers money and be done with it.
The cost of the item isn't worth the hassle of filing a claim with PO, when I know they will just say "it shows it's been delivered".
Answer
This situation is another good example of where "self insurance"....or "delivery guarantee" as Bobby calls it.....is better than using what the PO sells.
At least you would be refunding from your own insurance stash, instead of your pocket AFTER paying for insurance from USPS also.
Much the same as "buying insurance" when playing blackjack in Vegas......buying insurance from the PO is pretty much a sucker bet anymore.