Question
Woke up this morning to this email
"
Dear ****************
We recently received a complaint from a buyer who indicated that
either
they never received merchandise they purchased from you or an
item that
they received was significantly not as described.
Please review the details of this transaction:
Case Number: XX
Transaction Date: Nov. 11, 2004
Transaction Amount: -$37.00 USD
Buyer's Email: **
Buyer's Name: ***
We are currently reviewing the shipping information associated
with this
transaction.
If you have provided a refund to the buyer, please reply to this
email
within 5 business days with the following information:
* Date of Refund
* Amount of Refund
"
notice the eoa date Nov. 11 2004
The package has tracking and is insured. It was shipped Nov 12 and does not show delivery.
They will be getting thier money back, if it doesnt' show up but I definately feel pressured by paypal to refund NOW!!
- The part that pizzes me off most is that I generally would go ahead and refund if it didn't show up in 7 days (if the buyer lets me know), just to keep the buyer happy Now I want to hold the money and neg them but I won't
Answer
I would just provide Paypal the information they requested at this stage including the tracking number.
Did you provide the buyer with a tracking number? If not, I'd do that now and also comment that you shipped within 24 hours of receiving payment and insured the package.
I agree it's annoying but I wouldn't take it personally. Don't forget that the buyer is sending money to a complete stranger and in that situation there are always trust issues if the package isn't received when expected. In this situation, the buyer's expectations of delivery were unrealistic but providing the facts will probably calm him/her down.
I'm in Canada and, particularly before I accepted PayPal, I regularly used to receive e-mails close to bordering on hostile from suspicious buyers asking where their package was. I simply would e-mail back with status i.e. date payment was received, date of shipment which was always within 24 hours of receiving payment, comment on longer in-transit times to and from Canada and also reassure buyer that if the package didn't arrive after a reasonable length of time I would refund or send a replacement. I ALWAYS received a gracious, relieved reply back.