This is just messed up!,,(kinda long)

@sissy67 (225)
United States
February 5, 2008 9:18am CST
I sold an item to a buyer from Montana.....she paid me paypal...two days later I shipped the item to her. I sent it Parcel Post. She sent me an email several weeks later saying still no package. I looked at my rfeceipt from the post office....the postal service had labeled the package with the wrong zipcode. It went to California instead. The buyer didnt get insurance nor did I send it with a tracking number. I talked to my post office and they said that the post office in California should relabel it and send it to her directly from them and that she should give it a few more days. I told her this and she agreed to wait. Well, this passed weekend she sent me an email wanting a refund. I totally understand her being upset, but I have no idea where this package is. I have no idea if she is on the up and up and actually didnt get it. I honestly dont want to be out the item as well as the money too. I called 1-800-ask-usps and talked to them. They gave me the number to the post office in California. I talked to a clerk there and he said it hasnt showed there so it must have been intercepted by another post office and relabeled and sent to her. He said to ask her to wait for 2 to 3 more weeks. Im gonna email her today to see if she will be ok with that. I emailed ebay and they said for me to be sure to have direct contact with the buyer...if things escalate from there to contact them again. Any suggestions?
7 people like this
16 responses
• United States
12 Feb 08
As a ebay seller I would refund her money. She is being patient and it is not her fault. I understand not wanting to be out the money but as a seller you are responsible to get her item to her. I know you have no control over the PO. You should read through paypal and find out how you are covered as a seller. You always need to ship with DC, etc. There are also good discussion boards that have a ton of great information on them.
@sissy67 (225)
• United States
12 Feb 08
I just received an email from her...she finally got the package and was totally satisfied with the product. She was very understanding and actually apologized to me thinking she gave me a hard time.
• United States
12 Feb 08
So glad to hear all worked out well for you and your buyer. There really are a lot of good people on ebay.
@JJ4Ever (4704)
• United States
12 Feb 08
Wow, what an unfortunate situation! I'm sorry to hear about that. I love making purchases from eBay although I've never actually sold anything...yet. I think you've done well in this particular situation to keep in contact with your buyer. It's reasonable that she wants the money back. You have no choice if she refuses to wait for the product any longer. You will have to refund all of her money. However, you can make up for the damages incurred on your end from UPS. I don't think it matters whether or not you had insurance on it. UPS should have general terms and conditions stating that they're responsible for anything they ship. They lost it; it's their fault. You did nothing wrong. You're actually doing a great job keeping in touch with the buyer, which is the best and only thing you can do right now. It's complicated since you don't have a tracking number, but if you have your receipt and/or any other information, you could always call UPS and get as much information out of them as possible also. This was clearly a UPS error. I've had the same thing happen to me when I've ordered things from companies. I hope that helps. Just remember, it wasn't your fault at all. There's nothing you could've done to change what already would've happened. I wish you the best and hope everything works out for you and your buyer!
@sissy67 (225)
• United States
12 Feb 08
I got an email yesterday and the buyer said that she finally got the package...I am sooooo glad!
@freak369 (4742)
• United States
7 Feb 08
I have had Priority Mail take 11 days to arrive at a post office box that is 520 miles from me. That should be a two day delivery point. I am just about finished with the USPS and am going to start shipping FedEx Ground. They should have checked the zip code, relabeled it and had it out that day. If only things with the USPS went as simply as they should.
@sissy67 (225)
• United States
7 Feb 08
I emailed ebay customer service and explained my situation...all they recommend is to have good contact with the buyer. If the buyer will...then we can wait it out...but if they dont want to then I will need to refund her the money. this is done just to keep my good standing with ebay. The item was a youth camo coat...the total with shippin was 24.35. Im prolly gonna have to just eat this one...LOL...
• United States
6 Feb 08
I wish I could give you a suggestion but I cant. How can you tell really know if the buyer did not get the item? You only have their word for it. Did you offer insurance on your item? If you did and the buyer did not accept it then I don't think you should have to refund. Being both a buyer and a seller on Ebay I do not usually choose insurance on any less expensive item. Please let us know who how this turns out for you as I am really interested in how Ebay handles your situation. BTW I would post this situation in the Ebay community forum as you can get some really great responses from other EBay users.
@sissy67 (225)
• United States
8 Feb 08
I didnt offer insurance but u bet I will next time...I will also send the packages with a tracking... I had no idea that ebay had a community forum...Im gonna check that out and make a post...thanks
@lpetges (3037)
• United States
6 Feb 08
yes, you have had a misfortunate episode with ebay! I had the same thing happen a couple of years ago, and now, no matter what,, i always buy insurance and confirmation of delivery. when a buyer pays through paypal, they will refund their money even if they really did get the package. there are a lot of people that lie out there, and when paypal is involved they know they can get their money back,, and be supported by paypal. This is a big problem for sellers. She very well could have the package, you don't really know that for sure. The only thing to do is give the money up because paypal will give it to her in the end, and if she has to fight to get it, you will get bad feedback. Its too bad the world of ebay is going downhill so quickly. too many people that are scamming out there, ,and virtually ruining a good thing for everyone involved. Good luck to you with this problem, and remember--BUY INSURANCE!!! always.
@sissy67 (225)
• United States
8 Feb 08
Believe me, I have learned from my mistakes...I will offer insurance....get the tracking....and also list that I do not do refunds and that I am not responsible for packages lost in the mail...LOL
@vanities (11351)
• Davao, Philippines
6 Feb 08
It was really a mess!! and i understand the feelings of the buyer on that situation..it could be avoided if the right zip code was mark on the label of the package i guess its the key error on this transaction..im not really familiar how it works in there..but in our place we really see to it that the zip code is correct and write in a bold manner before mailing it so that they will see it immediately...its beyond your control just let her understand the situation..
@sissy67 (225)
• United States
8 Feb 08
See, I had the zipcode on my mailing label correct...its when the clerk at the post office weighed the package and printed a label for the upper right hand corner of the box that the zipcode became a misprint...she keyed in the first 2 numbers wrong!
@touchnshine (2821)
• India
27 Feb 08
Hi I think in this type of situation you should refund the money of the buyer .. otherwise this procedure will take up a long time and there are not good chances that the customer will receive the product. In case your customer receive the product -- ask your customer nicely to give the money back to you -- if the customer is good he/she will definitely do that.
@Samanthavv (1395)
• United States
8 Feb 08
I ALWAYS send all of my items with tracking numbers, just in case! I think spending an extra thirty to sixty cents is worth not getting burned later if the customer doesn't get the item or if they claim they never received it! This is especially important on big ticket items! Because if you lose them and the buyer demands a refund, then you not only lose money, but you lost the product too! Be sure to use AT LEAST a tracking number, and for really expensive items, use signature confirmation. These things are VERY important for businesses and ebayers! It's a gurantee of sorts! And if a problem arises with ebay you can prove you sent it with your tracking number.
• United States
6 Feb 08
I am an ebayer seller and when a buyer doesn't purchase insurance it is not your fault if the item gets lost or damaged, when you list an item add a note stating if you don't purchase insurance and the item gets damaged or lost you will not get a refund, it's not your fault the post office messed up not only that but always make sure you check the address I ask alot of people if it is correct because some people don't change their address on paypal.
@di1159 (1580)
• United States
5 Feb 08
Hi, I used to sell a lot of things on e-bay and after the first lost package I insured everything of value even if they buyer didn't pay for it. Several other items were lost and I have always refunded the customer. Hopefully she will wait, but as a buyer I'd like to have either the item or my money. Also, it can take a long time to find your package. On one of my lost packages, I had mailed it in June 2007, and it was finally returned to my this past week, about 6 months later. Hope it turns up!
@jayperiod (870)
• United States
5 Feb 08
This is why I despise using the US Postal Service. They are so inadequate and inept. I try to use UPS when at all possible. Tracking is automatic, as is insurance. Also, getting your money back from UPS is easier. Try getting it back from the post office. We had a friend that sent our daughter a dress she made by hand and insured to send. She couldn't provide a receipt for the dress and one for the fabric wouldn't work, so they didn't pay, even though she bought the insurance. Plain and simple, the USPS is horrible and should be dissolved. Use UPS or FedEx in the future.
@razcal2267 (15577)
• United States
5 Feb 08
Its in the email huh? The last thing I bought from Ebay I had this problem. I kept emailing the seller who swore to me that he mailed it and that it was not his fault. After waiting over 2 weeks I had enough and told him that if I did not get what I purchased within days he would have to refund my money. The next day I get an email back saying that it was somehow shipped to the wrong address but was on its way to me. Just when I was at my wits end and was going to get the sellers information from Ebay so I could call them directly I get an email giving me the tracking number. Of course this person was just trying to cover his own butt telling me that it was sent to the wrong address at first but at least it showed up. Better late the never huh? Just reminded me why I have not bought anything off Ebay in a long time. I do think you should contact the buyer directly and talk to them. Sometimes all it takes is to actually hear someones voice to know what is being said is the truth. I hope it all works out soon with no more problems.
@checkers (11)
• United States
5 Feb 08
I'm afraid everyone is right..you will need to refund her the money. The mail, with or without insurance, is not always reliable. Insurance does not cover more than $100.00 typically, for which you need receipts. If you pay for additional insurance, it is not very helpful. For every dollar you want insured over $100.00 it is $.30. So for each extra $100.00 needed it is $33.00 to insure it. Two years ago I had the insurance, a tracking number, and a big box of christmas presents were lost. UPS stated that it was delivered, and set on the front porch. The recipient has a fully fenced, no entrance house. The packages are taken by the gatekeeper. Nothing I could do, but buy everything again and celebrate christmas in January. I feel for you. I understand how frustrating it can be.
@mnflower (1305)
• United States
5 Feb 08
This is a tough and touchy one here sissy, I just seen a court case about ebay selling and if she doesn't receive the package you will more and likely have to refund her..lieing or not...It is important on ebay these days to purchase some insurance no matter how big,I know this is spending but it could cost you alot of money for there are so many out there nowadays that like to scam people out of anything they can get away with...Contact the person in person would be the first start and show her proof of somekind even of the mixup of the postals mistake so she knows your up and up with it.. the more proof you can show this person that you sent it the better it will turn out for you...be careful and good luck...
• United States
5 Feb 08
Hopefully she will wait, she can always give her the number to the post office in california so she can talk to them directly. If she wont wait and files a claim with paypal, make sure you give them all the info and phone numbers, they make her wait or they make you give a refund. If you allow people to pay with paypal you should always ship with a tracking number. I have learned my lesson about that, if people dont want to pay for a tracking number I dont let them purchase my items. Paypal is not unreasonable but it might take some extra work on your part to get this to turn out in your favor. Good luck
• United States
5 Feb 08
As a seller I would have sent that customer her money back. That is just how I do things in this case. But I would not have sent it without tracking at all. I have been burned by not finding a tracking number once. As a customer I would want my refund. I would not want to wait for a package that should have been shipped properly. I would wait a week or even two but no more than that.