Need some eBay advice

[dgarwood]

Hi All,

I've been a seller on eBay for a few years with very few issues. Recently a buyer contacted me to say that he had not received his Brayden Schenn Luxury Suite Prime Auto (12/299 in case you've seen it). I asked the buyer to be patient and wait an additional week after he first contacted me (about 2 weeks after I sent the card). A week or so later he contacted me to say that it still had not arrived, so I encouraged him to open up a case so that we could come to a resolution in due course. This was approximately 30 days after he purchased the card. I didn't hear back from him until yesterday when I got a notice from Paypal saying that the buyer had attempted to open a case, but that it was not opened since it had been more that 45 days. At the same time, I got a message from the buyer saying that he tried to open a case but he was too late because he was new and didn't know the timelines, but "hopefully your[sic] an honest person and we can figure this out".

So, not wanting to issue a refund outside of the eyes of eBay and Paypal, I called eBay customer support today to make sure that if I was to issue a refund that it would be tracked in some way. I asked if it was possible to tell me if this buyer had any unusual activity and was informed that the buyer had several (they wouldn't quantify) cases of items not received. This included a closed case for my item (it seems that if you attempt to open a case after the 45 days it opens a case in a closed state...good to know).

So the question is, would you issue a refund (we're talking $30 in this case) to a buyer knowing that they have several other "item not received" cases which they are only claiming after the 45 day period?

 

[timber09]

I can't speak to your case particularly but I have generally "gone with my gut" in cases like these. See if you can reason with the guy and see where it gets you.

I will say that packages going from the US to Canada have been "disappearing" with more regularity these days - throw in longer delays at customs and longer shipping times and it makes it more and more difficult. I have had to ante up a couple bucks here and there recently which isn't much fun.

Not sure if customs was an issue for you going out of Canada but maybe there is a larger problem going on with Canada Post - likely you guys up north will know more about that than I.

 

[dgarwood]

Thanks for the response. This was a Canada-to-Canada shipment, and I maybe I've just been lucky but I've never had any issues with domestic shipments.

 

[99goals]

I have been an eBay seller for years and I am in agreement with Joe (timber09). Go with your gut feeling. I will give refunds back in some cases where it is over the limit but have only done that for my regular repeat buyers.
99% of my stuff goes through without a hitch, but there are cases where i feel the refund is warranted and have done so without a second thought.

 

[dgarwood]

Thanks Ameet. What bothers me is that he's telling me that he's new and doesn't really know how these things work (he does only have 36 feedback) when eBay have told me that he has opened several cases because of items not received.

 

[99goals]

If it were me, I'd say no refund in this case. To protect yourself, add him to your block bidder list to prevent any further mishaps. Just my gut feel...sounds fishy..

 

[Dornhoffer]

no refund from me and I would send a note explaining that after contacting ebay customer support you learned of his questionable history, and that's why he's not getting it

 

[vonkale]

I would throw him a question about those several open item not received cases eventhough he says he doesn't know how things work. Just for fun...

My gut says no refund on this case.

 

[Stevini18]

Call ebay back and talk to someone else - see if they will give you more info about this guy - then you can make an informed decision. Or, if you're a PowerSeller or Top-Rated, ask to speak to a manager, etc....

 

[Burner]

give us his ID so we can all block him

 

[SNobles]

I would say no refund. If he has 36 feedback he should know about the system by now. Also if he has opened claims in the past he does know the system.

You also told him to open the case so you gave clear direction. If he can't use the system that clearly is there to protect him he is out of luck.

Just my thoughts.

 

[Avalanchefan21]

I would say no refund. If he has 36 feedback he should know about the system by now. Also if he has opened claims in the past he does know the system.

Thought the exact same thing... I wouldn't say someone with 36 feedbacks is particularly new unless they've been on ebay for like 10 years and much of their feedback points are pre-2008

 

[JTMcCool]

Everything feels wrong about this guy. No refund!

 

[djsports]

I agree with everyone, he knows how to use the system and I think he is just pulling your leg. It takes a lot more than one negative to ruin a 100% rating.

Please send me his user ID so I can add them to the growing list.