parcel delivered but buyer not received.

[ceebee]

Three days ago buyer made a " NOT RECEIVED " request. Tracking showed the item being posted on 3rd and delivered to porch on 5th. Information passed on to buyer immediately. I have received no reply from buyer, but now it is showing as my first defect of the month. This p***es me off because I've done everything I possibly can to get that defect rate down. Is there anything I can do at this stage or do I just have to grin and bear it?

Enter the tracking details in to the case.

After 8 days you need customer support to look at the case and close it in your favour. The defect should then be erased as you have the tracking.

[JamesNorth101]

Make sure the tracking is entered and you have done all you can

[ooooo.halo]

Originally Posted by JamesNorth101

Make sure the tracking is entered and you have done all you can

Im gatecrashing again here....your question has led me to ask something.
With my hermes you get a choice of signature or no signature. About a pound difference in cost.
Now if you pay for signature, then you are covered right? But if you go with NO signature then the courier can do a multitude of things such as....
Leave it in a bin on your property, leave with a.neighbour, put it through an open window to your property or throw it over your fence etc etc.
i was informed that its not accepted by ebay if.any of those happen because they.didnt sign for it. So they could have received parcel someway as listed above but.because they didnt sign, they can claim non receipt and you havent got a leg to stand on. Is this correct?
Whether you choose signature or no signature, you do get a tracking number but only the one with signature will be viable as they have to sign??

[ceebee]

Originally Posted by ooooo.halo

Im gatecrashing again here....your question has led me to ask something.
With my hermes you get a choice of signature or no signature. About a pound difference in cost.
Now if you pay for signature, then you are covered right? But if you go with NO signature then the courier can do a multitude of things such as....
Leave it in a bin on your property, leave with a.neighbour, put it through an open window to your property or throw it over your fence etc etc.
i was informed that its not accepted by ebay if.any of those happen because they.didnt sign for it. So they could have received parcel someway as listed above but.because they didnt sign, they can claim non receipt and you havent got a leg to stand on. Is this correct?
Whether you choose signature or no signature, you do get a tracking number but only the one with signature will be viable as they have to sign??

This is my concern. The delivery was marked as "left in porch" I am wondering if now is the time to contact the buyer again and ask if they have found it yet, or should I leave it until the time is expired and then appeal.

[taerese]

While we are trying to save buyers money by offering free delivery. I think the disadvantages is more than the advantages as a single not received and negative feedback is a lot of damage.

A buyer once asked me like 6 weeks after delivery that they did not receive the order.

If and when I get back on ebay, I will always ensure to include an extra £1 on every item in order to collect signatures.

[ooooo.halo]

Originally Posted by ceebee

This is my concern. The delivery was marked as "left in porch" I am wondering if now is the time to contact the buyer again and ask if they have found it yet, or should I leave it until the time is expired and then appeal.

Personally i wouldnt.directly ask as you are giving them.opportunity to.say no.
I would probably say something like....
Hi, its (your name )
Have been in.touch with courier company who say they have safely.delivered to.your property which im glad to hear. I hope that you are happy and would very much appreciate if you.could mark.as.received now and leave feedback when.you have chance.
Kind.regards

If your items that you are selling are not high value , you could also add....i value your custom.and next time you place an order with me, i will give you blah blah % off

Just a.thought :-).

[ceebee]

Great news. I contacted support and, after some toing and froing, got the news I hadn't expected. Decision in my favour, held money released and defect removed from record.
Now I have another defect and wonder if anyone can advise. Buyer receives goods bashed about by courier. Buyer opens return request. I respond immediately asking degree of damage. The reply was frightening, it was as if the courier had gone at it with a sledge hammer. I refunded without question and received a glowing positive feedback from buyer. However, I also got a defect on my record. Is it worth putting in an appeal, or would I be wasting my time?

[JamesNorth101]

Congrats on the first case.

I would not push your luck too much on the second one. Defects can be buried so long as you keep the % low.

[ceebee]

Originally Posted by JamesNorth101

Congrats on the first case.

I would not push your luck too much on the second one. Defects can be buried so long as you keep the % low.

Afraid it's 5.9%. Been working hard to get it down. Bl**dy hard work.

Just to clarify.

You only need tracking to show as delivered, this.can include with a neighbour or left in porch etc.

You only need a signature on orders over £750 (part of paypals seller protection rules)