I Need Advice/Help!!

[bargain_mom]

I sold some Listerine Pocket Paks on ebay the other day and received an email this morning from the buyer stating he had received his package but it was stamped "received in damaged condition" and had the city it was received in stamped on there. Does anyone know if the post office keeps record of damaged items received or anything like that. He said he only received 1 of the 8 packages that was sent. I sent this in a flat rate box!! How could it have gotten damaged? He wants me to either send the other 7 he is missing or refund his money. I don't have 7 more because I bought these on clearance for .54 each and that was all they had. I guess I could refund his money but I don't think I should refund the shipping charges. What gets me is the city that he says that is stamped on the box as receiving it in damaged condition was the post office I sent it from. How do you handle situations like this?? Please, any advice on how I need to handle this is GREATLY appreciated. One day, I may be smart enough on how to handle stuff like this but just starting I would like to have a little wisdom from someone how has more experience than me. I don't want him to leave me neg. feedback and I left him positive last night(I guess I should wait until I know everything is o.k. before leaving feedback on things I sell. I don't know, I am just rambling on this morning-I will glad when the ebay selling coach forum get up and running (and I guess you will too, so I will quit bothering you all the time). Please help me figure this one out.

[momtocolinnavery]

I would refund the buying price, but not the shipping charges. I guess that's all you can do really at this point. I don't know if there is a record kept of damaged packages, but if there is a tracking number you could contact the post office, give them the number and see what they have to say?

[goldiegirl]

Did he purchase insurance?? If he didn't a damaged package is not your fault and out of control if you packaged it well .
Report to ebay and paypal and see what they say.

[momof2peas]

yeh, i do not do ebay, but why would a shipping problem be your problem? i mean i guess to be nice you could refund money for what he bought, but i guess i would be on the phone with ebay to see what they say, i agree with goldie girl, but then again, i probably wouldn't have bought insurance for that item either, would never think it could be "damaged"!

[triciaKaye]

Unfortunately, even without the buyer choosing to purchase insurance, and even if you state in your listing that you are not responsible for shipping problems, etc, if they report it to paypal, you are still going to have to issue a refund. Sucks, but that's how it is.
I would start with calling the post office and see what they have to say, and make the buyer send you a picture of the item. It will be easy for them to fake a picture, but at least they will know you are serious.

Bargainmom, I feel bad for you, you've had nothing but problems on ebay lately, haven't you?

[bargain_mom]

Originally Posted by triciaKaye

Unfortunately, even without the buyer choosing to purchase insurance, and even if you state in your listing that you are not responsible for shipping problems, etc, if they report it to paypal, you are still going to have to issue a refund. Sucks, but that's how it is.
I would start with calling the post office and see what they have to say, and make the buyer send you a picture of the item. It will be easy for them to fake a picture, but at least they will know you are serious.

Bargainmom, I feel bad for you, you've had nothing but problems on ebay lately, haven't you?

Yes, I have had nothing but problems it seems this wk. I sometimes feel it isn't even worth the trouble and frustration it causes. I do this to try to make a little extra cash and it has helped some. I guess nothing can ever go smoothly for everyone. It's just hard for me to understand how something that is in perfect condition when I leave can be damaged and most of the items lost before it gets to its destination!! I hope I got my last issue resolved. I emailed the Quaker co. on the gatorade coupons(because they are the ones that would reimburse the retailer) and asked about this one and they told me that it is legitimate so I emailer my buyer back and let them know also sent them the email for them to take to Kroger! Hope everything gets better!!

[bargain_mom]

Originally Posted by goldiegirl

Did he purchase insurance?? If he didn't a damaged package is not your fault and out of control if you packaged it well .
Report to ebay and paypal and see what they say.

NO, he didn't purchase insurance. I shipped this in a small flat rate box as this was going to someplace I had never heard of. Even though I stated only ships within the United States this package was shipped to Sarapan MP which is (from my understanding) Marianna Island(? on spelling of this) which is part of the United States (somehow ?)! Anyway, is there a # to call ebay or how do I go about reporting this to ebay and paypal? Thanks for your advice!

[momtocolinnavery]

There is a phone number for ebay. I can't remember how I found it though lol If you dig around in my ebay you can find it somewhere, I would just call them and explain the situation and see what they have to say...

[cmb6k]

I say if he didn't purchase shipping insurance, and he's still ticked off, you may just need to suck it up and take the neg. feedback he'll probably leave. It's all part of the Ebay experience. My mom is going through the same issue right now with a book that got lost, but the bubble mailer got returned (empty) to my mom.

[ebaycoach]

After shipping over 6,000 packages to international customers, it has become a fact of life that strange things happen to packages in the black hole of shipping. If it is an international customer and the package is not Priority (which comes with insurance) you are pretty much out of luck. The customer will win the dispute if he files one. That is the downside to shipping Flat Rate or FCI.

In cases like this, I usually just communicate with the customer and find out what will make him happy. I say something like, "How can we make this transaction satisfactory?" He may ask for less than a full refund. Just feel him out and see what he says.

Accept the fact that sometimes as a seller you have to give a refund and you will lose money. That is just the cost of doing business. Focus on your bottom line, not on each individual transaction. Is this really worth the customer filing a claim and leaving negative feedback? How much money will you be out if you just issue a full refund?

It is good for business to do the right thing for the customer and keep them happy. It doesn't matter who is right and who is wrong, who's fault it is, how rude the customer is, or if the customer even read your policy. The customer is going to get the last word so it benefits you as a seller to keep customers happy. You will save yourself a world of headaches if you just let some of these little issues go and move on.

Keep a record of all refunds you issue. There is a place on your taxes under the home business section where you can write them off. That's just my 2 cents.