The MLP Arena
TCB => Trader & Shipping Support => Topic started by: HoustonCollector72 on November 02, 2013, 08:03:34 PM
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I have an open case from a UK buyer , I have the tracking info,from the ebay shipping label but it stops at Chicago , which is the last point before the packages leave the country ,so it doesn't show as delivered :(
the buyer claims the item never arrived :(
what to do on this case ???
I'm going to switch to Priority International from now on, there is an automatic Insurance on the packages and extra insurance if it is something more than 200 dllrs !
this is the first time I get one of this claims :shocked:, it is scary !!!
going first time monday to my postal office and see what they can find out about the package, but there was no insurance since it was first class international .
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Do you still have the shipping receipt? There should be a customs form number that you can give to the post office. They might be able to look up what happened to it using that. Also, you can scan your shipping receipt as evidence that you did ship the package.
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Do you still have the shipping receipt? There should be a customs form number that you can give to the post office. They might be able to look up what happened to it using that. Also, you can scan your shipping receipt as evidence that you did ship the package.
Yes , I have the TRacking key ,which is as well the Customs Form ,all that info is on Ebay and Paypal, the Package left the Country from Chicago and nothing else was scanned or nothing else is showing up on the USPS site either.
Going over to the USPS office tomorrow and have them checked the package location ,maybe is still stuck on Customs more likely, I have not had this problem at all
they already have a red balance for the money the buyer paid me and want me to send him back :(
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It may be stuck in customs, or, sometimes international just takes a long time. If you have proof that you did ship the package to the provided address, then you should win a case. After all, you can't control what the post office does after you ship the package.
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It may be stuck in customs, or, sometimes international just takes a long time. If you have proof that you did ship the package to the provided address, then you should win a case. After all, you can't control what the post office does after you ship the package.
hope it goes that way , the only thing is that the tracking does not show delivered , it shows still in transit since october 5th :(
will see how it goes tomorrow
hope it shows more tracking on their system
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Also, about the no contact thing before opening case, ebay does have this thing where if you need to contact a seller about your purchase (for example, if its not arrived yet) you can select a number of query options, BUT selecting anything other than "Other" will automatically open a case. It may not have been the buyers intention to open a case without contacting you first.
I have accidentally opened a case up before; getting caught out on this and felt awful about it.
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It may be stuck in customs, or, sometimes international just takes a long time. If you have proof that you did ship the package to the provided address, then you should win a case. After all, you can't control what the post office does after you ship the package.
Nope. Not true. You have to have proof of delivery to win an ebay/paypal case. This is why I only ever ship priority for international ebay sales.
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Good luck with it hope everything works out!
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Yeah. It's a sucky situation, but the buyer hasn't really done anything wrong. There's been no movement on the parcel for a month, so they go to Ebay to contact seller, selects "item not received" which would be the correct topic for the email and then Ebay automatically opens a case. In fact it's surprising they waited a month.
Unfortunately the receiver can't track a missing parcel, so the best thing you can do is to contact your post office with the tracking number. If the parcel is lost you should be able to make a claim.
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Yeah. It's a sucky situation, but the buyer hasn't really done anything wrong. There's been no movement on the parcel for a month, so they go to Ebay to contact seller, selects "item not received" which would be the correct topic for the email and then Ebay automatically opens a case. In fact it's surprising they waited a month.
Unfortunately the receiver can't track a missing parcel, so the best thing you can do is to contact your post office with the tracking number. If the parcel is lost you should be able to make a claim.
Even if I sent it First Class International ?
I don't think we can claim or can we?
I went to my postal office but they said , they do not guarantee tracking on that service after it leaves the country, but the website says otherwise, it says "free delivery confirmation " under First Class International
the clerk at the postal office said ,not even Priority International does it , only the Express International , is she wrong?
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I know just recently through Ebay they started offering delivery confirmation to some countries. I believe the UK was one of them. Does the customs number start out LZ? If so it should track your package all the way to her door. But like I said it is something new, so their country may or may not scan the package. :huh: Unfortunately although it is supposed to track it, eBay has to see by that number that it has been delivered for you to win the case. If it is not showing they will side with the buyer no matter what.
Also the lady at the PO was correct in what she told you to an extent. Global Express is a guarantee, although I have seen Priority track a package depending on it's destination. It's honestly hit or miss. But in that being said the free delivery confirmation is only available through purchases online, I believe. I do not think they offer it at the PO itself.
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I know just recently through Ebay they started offering delivery confirmation to some countries. I believe the UK was one of them. Does the customs number start out LZ? If so it should track your package all the way to her door. But like I said it is something new, so their country may or may not scan the package. :huh: Unfortunately although it is supposed to track it, eBay has to see by that number that it has been delivered for you to win the case. If it is not showing they will side with the buyer no matter what.
Also the lady at the PO was correct in what she told you to an extent. Global Express is a guarantee, although I have seen Priority track a package depending on it's destination. It's honestly hit or miss. But in that being said the free delivery confirmation is only available through purchases online, I believe. I do not think they offer it at the PO itself.
Yes, this package's tracking is an LZXXXXXXXUS, this one did not get scanned after leaving the Country :(
I was told at the PO to have the buyer inquire about the package to their PO over there or the Customs Department ,is that even possible?
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I know just recently through Ebay they started offering delivery confirmation to some countries. I believe the UK was one of them. Does the customs number start out LZ? If so it should track your package all the way to her door. But like I said it is something new, so their country may or may not scan the package. :huh: Unfortunately although it is supposed to track it, eBay has to see by that number that it has been delivered for you to win the case. If it is not showing they will side with the buyer no matter what.
Also the lady at the PO was correct in what she told you to an extent. Global Express is a guarantee, although I have seen Priority track a package depending on it's destination. It's honestly hit or miss. But in that being said the free delivery confirmation is only available through purchases online, I believe. I do not think they offer it at the PO itself.
Yes, this package's tracking is an LZXXXXXXXUS, this one did not get scanned after leaving the Country :(
I was told at the PO to have the buyer inquire about the package to their PO over there or the Customs Department ,is that even possible?
Yes its a good suggestions to make to your buyer. Do you remember what value you declared on the package and whether it was marked as a gift? That will let you know whether it has potentially been stopped by customs. Its not possible to enquire to a customs office - your buyer will need to enquire to the postal delivery/courier services. As customs on mail is handled by them once it has been cleared as safe to deliver.
The buyer can check with 1) their local post office and 2) their local sorting office. It is possible that the package has stopped there due to customs or due to delivery issues [although the post man "should" leave a calling card along with other mail if it was not possible to deliver it at the time]. As you have posted first class rather than express, it should be the regular Royal Mail system which delivers the parcel.
However, the other possibility is that it came into the country and has gone to a courier company for delivery - unfortunately unless you call every single mainline courier company to see if there is a designated delivery for a certain post code, you probably wont manage to track it this way. However if it is being delivered with a courier company and there is a customs charge, then the buyer will receive a posted letter with notification of the charges. If I was the buyer it may be worth a call to Parcelforce, Yodel, DPD and TNT as they tend to be the courier companies who will handle international couriered mail. All they will need is their post code and a window of when the delivery would have been due and most couriers should be able to see if they have made an attempted delivery or if they have something awaiting customs fees.
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Thanks EVeryone for their info :), will see what happens ,crossing fingers
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I thought the First Class international tracking number was a bit of a myth? :huh: Ive read countless stories of these parcels going 'missing' at the shores of the US and never making it over the atlantic.
Whilst it might provide tracking within the US I'm not conveinced its being treated as tracking that gets scanned at every stage of transit, unlike proper tracked services. A proper tracked service would get scanned on its arrival in the UK.
Whilst its last known location might be Chicago its very possible the parcel did make it to the UK but if no-one scans the barcode then you wouldn't know?
Proof of shipping might get the buyer to back off for another week or two and hope it arrrives but if a case is opened and ebay require proof of delivery I'm afraid you might stand lose out on this one, sorry :(
Jem
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I thought the First Class international tracking number was a bit of a myth? :huh: Ive read countless stories of these parcels going 'missing' at the shores of the US and never making it over the atlantic.
Whilst it might provide tracking within the US I'm not conveinced its being treated as tracking that gets scanned at every stage of transit, unlike proper tracked services. A proper tracked service would get scanned on its arrival in the UK.
Whilst its last known location might be Chicago its very possible the parcel did make it to the UK but if no-one scans the barcode then you wouldn't know?
Proof of shipping might get the buyer to back off for another week or two and hope it arrrives but if a case is opened and ebay require proof of delivery I'm afraid you might stand lose out on this one, sorry :(
Jem
I'm thinking of sending a second package with Priority International
I do no think they get scaned either :( so it would be a waste of money to attempt a second time and paying twice the postage on this other service
kinda unsure what to do
refunding the money looks easier more and more
from now on I will not send packages to UK under First Class Mail , if the buyer wants to pay the Priority maill, at least it has some partial insurance of the package value :(
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Did you respond to the ebay case with the tracking number ? Explain everything, provide your proof of shipping, and the tracking number, the more you have the better.
If the tracking just says "electronic info received" - that is when you are out of luck. If you can show that the package was mailed and ACCEPTED by the post office- than ebay buyer/seller protection should cover it.
The buyer will still get their money back- but it will be from ebay not from your pocket.
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Did you respond to the ebay case with the tracking number ? Explain everything, provide your proof of shipping, and the tracking number, the more you have the better.
If the tracking just says "electronic info received" - that is when you are out of luck. If you can show that the package was mailed and ACCEPTED by the post office- than ebay buyer/seller protection should cover it.
The buyer will still get their money back- but it will be from ebay not from your pocket.
Ahhh I see, well the package shows in "Transit" ,it left the USA on october 5th and that is all it will show
I know sometimes the customs form get scanned up until delivered
but this one is not showing more,buyer has not escalated to ebay customer service yet, and ebay notes on the case , tell me to "work it out " :(
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I THINK you will be okay.
Just make sure you have uploaded to the dispute- the shipping and tracking information.
I would tell the buyer that you shipped the item to the address he or she provided, and that the system shows it is in transit, and that there isn't much more you can do at this time. They can either be patient and wait- or escalate and get a refund from ebay.
If they escalate it, Ebay will review the evidence, and if they conclude that you have provided enough proof of shipping- they will likely issue the buyer a refund. That doesn't mean that you "lose" though. It won't come out of your paypal account unless they conclude that you did something wrong or did not provide adequate proof of shipping. If the buyer posts negative feedback you can dispute it based on your proof of shipping and ebay will remove it.
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I THINK you will be okay.
Just make sure you have uploaded to the dispute- the shipping and tracking information.
I would tell the buyer that you shipped the item to the address he or she provided, and that the system shows it is in transit, and that there isn't much more you can do at this time. They can either be patient and wait- or escalate and get a refund from ebay.
If they escalate it, Ebay will review the evidence, and if they conclude that you have provided enough proof of shipping- they will likely issue the buyer a refund. That doesn't mean that you "lose" though. It won't come out of your paypal account unless they conclude that you did something wrong or did not provide adequate proof of shipping. If the buyer posts negative feedback you can dispute it based on your proof of shipping and ebay will remove it.
Thanks :) for the infor
I was in the impression that the tracking had to show "delivered " to be on the safe side.
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No- I mean things do go missing from time to time.
They just need proof that you actually did take it to the post office and that it was accepted for shipping- it will come out of your pocket if the post office guy forgot to scan the label (this happens all the time) - when that happens it says "electronic information received- package expected" or something similar.
Yours definitely sounds like it was scanned in- so unless you got the address wrong, I think you are perfectly safe. SO don't freak out when or if they escalate.
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Unfortunately, if it was sent First Class it does not always show delivered. The package has to show it was delivered for you to win the case. There is no other way around it. Ebay will not accept that it shows it was accepted at your PO and in transit.
And yes, eBay will refund them out of your account. I just lost a case to a buyer in Russia who claimed she did not receive a MH doll. She waited then escalated and Ebay refunded her 24 hours later out of my account. :huh:
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Unfortunately, if it was sent First Class it does not always show delivered. The package has to show it was delivered for you to win the case. There is no other way around it. Ebay will not accept that it shows it was accepted at your PO and in transit.
And yes, eBay will refund them out of your account. I just lost a case to a buyer in Russia who claimed she did not receive a MH doll. She waited then escalated and Ebay refunded her 24 hours later out of my account. :huh:
they already have my funds on hold since the buyer open the case :(
oh well I guess is Priority mail international for anything I sell :(
i will sell less, but it will be a for sure sale ,not like this :(
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Unfortunately, if it was sent First Class it does not always show delivered. The package has to show it was delivered for you to win the case. There is no other way around it. Ebay will not accept that it shows it was accepted at your PO and in transit.
And yes, eBay will refund them out of your account. I just lost a case to a buyer in Russia who claimed she did not receive a MH doll. She waited then escalated and Ebay refunded her 24 hours later out of my account. :huh:
Oh dude that sinks! That did not used to be the case- I guess they have changed the rules- that is super unfair!
Post Merge: November 18, 2013, 09:22:25 AM
Okay I just checked the rules- and Ponylady, you are absolutely right. It used to be that you were protected if you provided valid tracking information. Now - you need tracking information and proof that the item is "delivered" - what happened to the seller protection policy? That is seriously unfair.
NOW the rules say:
If a buyer claims an item hasn't been received
You're protected from losing a case if you ship an item within your stated handling time and provide tracking information before you or the buyer asks eBay to review the case.
Tracking information needs to include:
A delivery status of "delivered"
The date of delivery
The recipient's address
Signature confirmation, if an item has a total cost of $750 or more
I can't believe it! So you basically HAVE to ship with insurance to be protected now- that really stinks!
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It's been like that for quite a long time, actually. Several years, I think? I know we've been discussing cases here on the arena for ages with the information that the item has to be shown as delivered or it doesn't count.
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Yikes- guess I've been out of it for too long. Sorry for giving you misinformation HoustonCollector- I am shocked and dismayed,
I guess your best bet is to just ask the buyer to please give it some more time to appear.
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I been having a issue with a buyer in another country as well. They opened a item not received case and never contacted me either. I responded to the case several times and they never responded to that. Then I emailed them through contact buyer on ebay, no response on that or to the private email I sent via just regular mail. Today they escalated the case but yet I also noticed they are no longer a registered user! The tracking number stopped working in Chicago as well then nothing after that.
After a hour on the phone with a ebay representative explaining to them that I cannot do anything on my end as A.) the buyer is not responding and B.) The item is no longer on US soil C.) There is a good chance that the item is in customs and the buyer is not going to get it.
They said that they would mark for the case to be ruled in my favor but I'm not holding my breath until I receive the email confirming this.
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I been having a issue with a buyer in another country as well. They opened a item not received case and never contacted me either. I responded to the case several times and they never responded to that. Then I emailed them through contact buyer on ebay, no response on that or to the private email I sent via just regular mail. Today they escalated the case but yet I also noticed they are no longer a registered user! The tracking number stopped working in Chicago as well then nothing after that.
After a hour on the phone with a ebay representative explaining to them that I cannot do anything on my end as A.) the buyer is not responding and B.) The item is no longer on US soil C.) There is a good chance that the item is in customs and the buyer is not going to get it.
They said that they would mark for the case to be ruled in my favor but I'm not holding my breath until I receive the email confirming this.
Wow , Hope it rules in your favor :)
let me know the outcome .
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Okay just did something, because I don't trust eBay to follow through 100% I looked up the Estonia mail website and plugged in the tracking code. Sure enough it brought something up. The item made it to Estonia now problem is I can't read it to determine if it's in customs or if it was delivered. So I would try pulling up the post office of where it was going and plug in your tracking number there.
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i did also plug the number on the Royal Mail site but nothing :(
I lost the case ,all they kept telling me is to cover myself and sign up for their Global Shipping program
:(
I should have refunded the money myself,at least their fees would have been returned , once escalated they keep them :(
hope the buyer do the right thing and refund me once they receive it .
some hope left at least .
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Keep watching the Royal Mail. You have 45 days to appeal it. Hopefully it is a honest person.
Last night mine was ruled in favor or the buyer too even after the guy on the phone assured me I did my part and would not be held resposable.
Instead of appealing it online I called them back. The poor girl handling my case was so confused as to why my case ended the way it did. It was like they never read any of the case notes or my notes when the case was open. She appealed it right there on the phone and approved it in my favor right there as well. I got the refund within a few minutes of ending the call.
She couldn't even really make heads or tails of the tracking system in Estonia but one part said dispatching which she said sounds like it was "out for delivery" and another part said reciever and the persons name.
I had to wait a few hours until my anger subsided to call. I didn't want to take it out on someone who had not had any involvement in it.
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I called as well, but they told me I could be refunded if I get any more tracking on it later, they said ,they can send an invoice to the buyer if I get more info on it, but my hope rests on the buyer to be an honest person, I sent him a message that if he gets it to send me the funds .
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They didn't invoice the buyer when my they approved my appeal the reversed it right away.
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My package resurfaced still at Chicago on january 2nd ,was thinking it was coming back to me,but instead got Delivered last month to the buyer in UK, sent it on October 3rd and got to the UK on January 31st
Called ebay about that and they told me they will refund me the money back :)! in 7 to 10 days , they didn't and I called back again
they said this time it will be back .
waiting to see the money back in 5 days :)
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Happy Ending to this deal :)
Package resurfaced and got delivered in the UK, called Ebay to let them know that it was scanned as delivered on Jan 31st , they finally refunded me the money.
I had to escalate to the manager level with their customer service, I was not taking no for an answer , after I heard the rep saying " we are going to see what if anything can be done ...." I stopped him there and asked for his superior !
after waiting for 10 days for the refund, now they were going to see about maybe ....no no no !
I told him that and he placed me on hold, came back, telling me his boss had given him the ok to refund me :)
I told him I had already been told that before and he said this time it was going to be done for sure :)
he apologized for all the trouble and assured me all wil be ok for me to received that money back .
today I got my refund :)
Yay Pony Money !!:)
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I'm so glad there was a happy ending to this story! Thanks for updating us! What a headache you went through with this!
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Thank goodness! That is excellent news Houston!
It gives me a bit more faith in Paypal that they did the right thing.
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Thats great news! about time! and I'm glad you didnt buy their excuses to put you off and you went to the top to get your refund :cheer: :bigups: :frolic: :hug: