Buyer opened a case because it hasn't arrived on time

[wkang87]

Guys,

a buyer just opened a case because it hasn't arrived at the anticipated date and now wants to return it. Tracking shows that it's still on its way. In the case that it didn't get stuck anywhere but just being delayed, what are my options here?
I did message him saying that it might take a bit longer but to wait since it will arrive anytime soon.

He messaged me back saying that he wants a refund since it didn't arrive at the promised time.

If in the case of refunding him, will ebay wait until he returns the item to me and then refund him?

[amikhno]

According to Ebay terms and conditions if your package didn't arrived on time ( time that you stated in your shipping policy ) - you must refund money to buyer and your item will stay with him. He shouldn't make a return shipping for you

Originally Posted by amikhno

According to Ebay terms and conditions if your package didn't arrived on time ( time that you stated in your shipping policy ) - you must refund money to buyer and your item will stay with him. He shouldn't make a return shipping for you

Lol is that what you do?

[13obby]

You will have to refund him you have no choice, which company did you use to ship? You might be able to pull the shipment back by speaking to the shipping company. If it's not worth much then my advice is cut your loses refund the buyer and apologise for the delay and live to fight another day as you do not want any un needed attention to your account.

[wkang87]

Item is worth $170.00
I used USPS to ship it. It was supposed to arrive by today but it's still on it's way. When I called today, it was still on it's way but not lost at least. I tried asking if I can have re-route it to me. They simply said they cant...

Is this just another way of scamming people?

Wouldn't seller's protection plan kick in this case? Like having buyer to ship the item back and then work on the refund or something... I provided tracking and everything tho...

[sellingnoob]

wait until he receives the package....if he opens a case ebay will see tha is still on the way...but when he receives it, he has the right to return your item of course....now if he refuses the package, im sure you will have tie to receive it back if he opened a case...then you ccan refund the money

[wkang87]

Originally Posted by sellingnoob

wait until he receives the package....if he opens a case ebay will see tha is still on the way...but when he receives it, he has the right to return your item of course....now if he refuses the package, im sure you will have tie to receive it back if he opened a case...then you ccan refund the money

K i see item was delivered last night, he opened the case still, i offered a slight refund due to delay, he declined it and wants his money back and now claiming that he never received it..

Upload the tracking which shows as delivered.

If he wants a refund he will need to return it first.

There's no way they can keep both the item and receive a refund unless you aree to it.

[amikhno]

Originally Posted by just_smile

Lol is that what you do?

I write only what was in my practice.

[oompaloompa]

Originally Posted by amikhno

I write only what was in my practice.

Shipping times are just estimates if you are talking 2 or 3 days extra, so good advise would have been to tell the buyer to refuse the package, if they will not refuse it, then they must return it for free....I would stick to that, because half the time the buyer is just trying their luck...or they will just go away once it is received....if they needed needed it for a certain date and it is no longer required, then it costs them nothing to return it....

[james13v]

Originally Posted by amikhno

According to Ebay terms and conditions if your package didn't arrived on time ( time that you stated in your shipping policy ) - you must refund money to buyer and your item will stay with him. He shouldn't make a return shipping for you

Excuse me? Don't give out false information. A package not arriving on time, only counts, if you didn't ship it on time. Our shipping policy doesn't say a thing about " package WILL arrive by this day, or else". It says "package will ship out by this day". If the package arrives late AND you shipped it late, the buyer can open a not as described case. AND HE HAS TO RETURN IT. If a package is late, a buyer can open up a not received case, and ebay will only close it after so many days of there being zero movement of the tracking, or no tracking at all. If there is movement, ebay will put the case on hold, and the second it arrives, you can have it close in YOUR favor.

Once the item IS received, the buyer can open up a return case due to buyers remorse. but he can NOT open up a not as described case because it was late, unless as I already mentioned, you shipped it late.

Oh and I have NO idea where you got your last information from. It is patently false, and should be deleted from this forum immediately, before some poor seller takes your advice. Giving someone a refund, without having them ship it back? No no no. Only if you made some really big mistake. Your package being late isn't one of those big mistakes.

[ytowngirl126]

Originally Posted by james13v

Excuse me? Don't give out false information. A package not arriving on time, only counts, if you didn't ship it on time. Our shipping policy doesn't say a thing about " package WILL arrive by this day, or else". It says "package will ship out by this day". If the package arrives late AND you shipped it late, the buyer can open a not as described case. AND HE HAS TO RETURN IT. If a package is late, a buyer can open up a not received case, and ebay will only close it after so many days of there being zero movement of the tracking, or no tracking at all. If there is movement, ebay will put the case on hold, and the second it arrives, you can have it close in YOUR favor.

Once the item IS received, the buyer can open up a return case due to buyers remorse. but he can NOT open up a not as described case because it was late, unless as I already mentioned, you shipped it late.

Oh and I have NO idea where you got your last information from. It is patently false, and should be deleted from this forum immediately, before some poor seller takes your advice. Giving someone a refund, without having them ship it back? No no no. Only if you made some really big mistake. Your package being late isn't one of those big mistakes.

Can't wait till this guaranteed delivery date starts on ebay. What a headache this will be.

[oompaloompa]

Originally Posted by ytowngirl126

Can't wait till this guaranteed delivery date starts on ebay. What a headache this will be.

when is that starting????? we are not bloody amazon prime, we rely on outsourced carriers!

also it all depends on $ amount, as a $5 item is not worth a case being opened, the OP has $170...big difference.

[amikhno]

Originally Posted by james13v

Excuse me? Don't give out false information. A package not arriving on time, only counts, if you didn't ship it on time. Our shipping policy doesn't say a thing about " package WILL arrive by this day, or else". It says "package will ship out by this day". If the package arrives late AND you shipped it late, the buyer can open a not as described case. AND HE HAS TO RETURN IT. If a package is late, a buyer can open up a not received case, and ebay will only close it after so many days of there being zero movement of the tracking, or no tracking at all. If there is movement, ebay will put the case on hold, and the second it arrives, you can have it close in YOUR favor.

Once the item IS received, the buyer can open up a return case due to buyers remorse. but he can NOT open up a not as described case because it was late, unless as I already mentioned, you shipped it late.

Oh and I have NO idea where you got your last information from. It is patently false, and should be deleted from this forum immediately, before some poor seller takes your advice. Giving someone a refund, without having them ship it back? No no no. Only if you made some really big mistake. Your package being late isn't one of those big mistakes.

First of all, I am sorry if I mislead someone by my post.
My post is based on my real experience from on of mine UK eBay accounts. I sold an item shipped on auction to buyer in UK. In shipping policy I’ve stated 15-35 business days shipment from China to UK. On expiration of shipment period (after 35 days), parcel was not delivered to buyer, although as per tracking the parcel was already in UK but not delivered to recipient.
The buyer opened a case. As the parcel was already in UK, I decided to wait for eBay decision and not to respond to the case. In several days eBay closed the case in favor of buyer and returned money to buyer (at the moment the parcel was tracked as delivered). In such a way I received my first seller’s defect.
I applied to eBay through chat. eBay answered that such questions are not solved through chat and suggested to open an appeal. I opened an appeal and in 48 hours received a response to appeal in which was stated that as the parcel was not delivered in time and taking into account small value of product, money were correctly returned to the buyer and the buyer is not required to return the product to me.
Potentially, in other cases eBay could make other decision on such disputes.

[james13v]

Originally Posted by amikhno

First of all, I am sorry if I mislead someone by my post.
My post is based on my real experience from on of mine UK eBay accounts. I sold an item shipped on auction to buyer in UK. In shipping policy I’ve stated 15-35 business days shipment from China to UK. On expiration of shipment period (after 35 days), parcel was not delivered to buyer, although as per tracking the parcel was already in UK but not delivered to recipient.
The buyer opened a case. As the parcel was already in UK, I decided to wait for eBay decision and not to respond to the case. In several days eBay closed the case in favor of buyer and returned money to buyer (at the moment the parcel was tracked as delivered). In such a way I received my first seller’s defect.
I applied to eBay through chat. eBay answered that such questions are not solved through chat and suggested to open an appeal. I opened an appeal and in 48 hours received a response to appeal in which was stated that as the parcel was not delivered in time and taking into account small value of product, money were correctly returned to the buyer and the buyer is not required to return the product to me.
Potentially, in other cases eBay could make other decision on such disputes.

That is a one case example. And it is wrong and not ebay policy. And seeing as you're drop shipping from China, I can only assume you passed your handle by date.

Either way, ebay should have put it on hold, if tracking showed movement within I think 1-2 weeks. I can't remember the exact time frame. I've never had a case closed, if tracking showed there was recent movement. Ebay will wait. So unless we know how long ago it said delivered, all of this is guess work.

And our shipping policy doesn't state how many days it will take. An ebay seller can't possible know such information. At best, they can provide types of shipping options. And ebay will provide an estimate, which takes into account the handling time you set.



AND your buyer wasn't required to return the item, because as far as ebay was concerned, they never received the item. So what exactly can they return? They refunded a buyer that had no item.