Am I responsible if buyer's item is stolen during shipping?

[Yeezy]

I recently sold something for $400.00 to a buyer and he has opened a case saying he never got his product.

I feel like I'm going to win because I heard that once you ship the item it is the buyer's responsibility to get the item.

This is our conversation during the case and he has asked eBay to step in. I'm sweating bullets because I feel like eBay will let him win. Imgur: The most awesome images on the Internet

Here is what the buyer said before he escalated the case to eBay support: "One of the fedex guy showed up at my house and he told me that he left it at the front door of my apartment. The thing is that my apartment is an outside door access unit so he supposed to leave the package at the office instead of the front door. Anyway I believe the package had been stolen. Should I file a police report?"

I can't respond to him but that's what he said before escalating the case to eBay support. They haven't decided yet.

[MM78]

Did u pay extra for a Signature Confirmation or similar?

[Yeezy]

Originally Posted by MM78

Did u pay extra for a Signature Confirmation or similar?

No because I heard that you don't have to pay for signature confirmation unless the product is more then $750.00.

[MM78]

But do you think it would helped your situation?

[Yeezy]

Originally Posted by MM78

But do you think it would helped your situation?

I'm sure it would have. But I wanted to save money on shipping. The future products I sell will have signature confirmation.

[MM78]

Originally Posted by Yeezy

I'm sure it would have. But I wanted to save money on shipping. The future products I sell will have signature confirmation.

Good to hear.....always about protecting yourself.

[chicagoIL]

Originally Posted by Yeezy

I feel like I'm going to win because I heard that once you ship the item it is the buyer's responsibility to get the item.

Unfortunately, you heard wrong. Sorry! Until the item is delivered, it's Your
responsibility. When you order an item from any on line place, if it's lost,
do you just accept it was lost and lose the money? No, they ship it again.
You are responsible for getting the item to the buyer in the condition they
purchased it. If it's damaged or lost, that's on you. The policy with
ebay is that sellers are required to have insurance on everything they ship.

[Yeezy]

Originally Posted by chicagoIL

Unfortunately, you heard wrong. Sorry! Until the item is delivered, it's Your
responsibility. When you order an item from any on line place, if it's lost,
do you just accept it was lost and lose the money? No, they ship it again.
You are responsible for getting the item to the buyer in the condition they
purchased it. If it's damaged or lost, that's on you. The policy with
ebay is that sellers are required to have insurance on everything they ship.

Oh no. I'm screwed. I guess this will teach me a lesson to start requiring signatures

[Mitsu]

In cases like this, it's often largely based off the buyer's account history on how to reach a verdict... if your buyer is registered this year with feedback for small ticket items, or has a history of filing INR cases, there's a better chance they'll close the case in your favor.

For future reference, should a case ever go before ebay they will take into account what you've said to the buyer-- if you type professional and extremely friendly messages that explain what might have happened and give them possible options, and just sympathize with them in general, they're more likely to side with you... hell, even a would-be scammer is more likely to drop the case and leave you alone. "Oh hey, I found it, nevermind." ect...

That kind of reaction from you would have helped win you this case, instead of 'tracking shows delivered'.

Sometimes that's hard, but believe me friendly & helpful replies does help and builds account strength and go a long with with customers... I think sellers mistake this as appearing weak and easy to take advantage of, but don't forget you don't really have much control on eb.

Just a little side-tip.

[Yeezy]

Originally Posted by Mitsu

In cases like this, it's often largely based off the buyer's account history on how to reach a verdict... if your buyer is registered this year with feedback for small ticket items, or has a history of filing INR cases, there's a better chance they'll close the case in your favor.

For future reference, should a case ever go before ebay they will take into account what you've said to the buyer-- if you type professional and extremely friendly messages that explain what might have happened and give them possible options, and just sympathize with them in general, they're more likely to side with you... hell, even a would-be scammer is more likely to drop the case and leave you alone. "Oh hey, I found it, nevermind." ect...

That kind of reaction from you would have helped win you this case, instead of 'tracking shows delivered'.

Sometimes that's hard, but believe me friendly & helpful replies does help and builds account strength and go a long with with customers... I think sellers mistake this as appearing weak and easy to take advantage of, but don't forget you don't really have much control on eb.

Just a little side-tip.

I just can't fathom how it is MY responsibility that his product got lost. It's not like it got lost during shipping. It was left at his door and someone stole it because he wasn't being careful.

His profile is very clean. Good reviews and he sold some items as well. However, I see that he bought the same type of shoe I'm selling and he has left negative feedback for the seller about a year ago.

I'm so screwed. ****.

Thank you very much for the tips. Will be using them in the future.

[JamesNorth101]

Its not his fault either though that the package was stolen. It wasn't him not being careful, it was just left in a daft place by FedEx

eBay will 90% of the time find this in the buyers favour.

Anything over £100 / $100 I always make sure to get signatures personally

[Yeezy]

Originally Posted by JamesNorth101

Its not his fault either though that the package was stolen. It wasn't him not being careful, it was just left in a daft place by FedEx

eBay will 99% of the time find this in the buyers favour.

Anything over £100 / $100 I always make sure to get signatures personally

I don't know who to trust anymore. The Reddit eBay forum and the eBay forum itself told me that I wasn't responsible for the package being stolen and that once it is left at the door it is the buyers responsibility.

They told me I should win the case easily. I'm so confused.

[JamesNorth101]

You may well win with eBay it is possible it really depends on the rep. Most reps will award the case to the buyer though but not all of them

Chances are that the buyer will then open a case with PayPal, and if you also with that they may issue a chargeback and it is very unlikely you would win that

Just make sure for expensive items in the future you always get signatures.

[rsot]

Originally Posted by JamesNorth101

You may well win with eBay it is possible it really depends on the rep. Most reps will award the case to the buyer though but not all of them

That's quite true - might need some cajoling on the part of the seller

[Emporium]

You are most likely the one responsible as far as eBay is concerned, however you should be able to open a claim to get your money back from the carrier.

[MM78]

Originally Posted by Emporium

You are most likely the one responsible as far as eBay is concerned, however you should be able to open a claim to get your money back from the carrier.

The package was not lost during transit, it was left at the frontdoor of the the buyer, thus the delivery company can't be held accountable. The OP didn't ask for any type of Signature Confirmation so the Fedex left the package at the front door.

[newjerseymax]

I have never lost a case where item shows delivered. As long as tracking shows delivered then that's final from my experience. I have been in this situation at least 20 times.

[Yeezy]

Originally Posted by newjerseymax

I have never lost a case where item shows delivered. As long as tracking shows delivered then that's final from my experience. I have been in this situation at least 20 times.

That's what I have been hearing from 100s of sellers. Even from the buyers perspective when the package is stolen from their pouch eBay tells them to pound sand.

[MM78]

Originally Posted by Yeezy

That's what I have been hearing from 100s of sellers. Even from the buyers perspective when the package is stolen from their pouch eBay tells them to pound sand.

I definitely hope you win this case.....mainly because you have a lot to lose and because the package seems to definitely have been delivered but probably stolen off their porch.

[Yeezy]

A new update in this situation: eBay support has put the case on hold until September 2, 2016. Below is what they said.

"We have asked for more information from your customer to confirm the condition of the item received. If any additional information is needed from you we will request it through an email."

I wonder if they will ask him to file a police report. I heard of cases where eBay asks the buyer to file a police report and when the buyer gives it to eBay they give the buyer a courtesy refund, and the seller gets to keep the money. I wonder what the outcome will be.

[dbcreator11]

The way ebay works is its ALWAYS the sellers fault no MATTER what the issue is. U sell a item it gets left on the porch and some one steels it well its your fault. U drop your package off in a drop box which some how has a open worm hole in it and teleports your package to a remote jungle location in the amazons well then its your fault. U sell a item USPS loses it or steals it its your fault. U sell a item and send it to the confirmed paypal address and the buyer moved and failed up update there address well its your fault. even with tracking will not help u ebay always sides with the buyer no matter what. I have moved 90% of my business onto FB but most sales are in person but every now and then I do paypal payments and ship the items. as to was losing to much money with this BS ebay buyer remorse protection and help a buyer become a thieve protection

[oompaloompa]

I would claim from the carrier, delivery to an outside area, is not classed as delivery in anyones language.....and they know it...
You need a copy of the courier log, if it is not showing online. The customer testimony on messages should help too. eg.what the courier said to them