Hi everyone,
Last week I sold a luxury accessory tech item to a buyer and he paid right away. I message him to let him know that I'll be shipping it the next day. He then asks me what version he bought and if how much space was in the accessory. Red flag #1... I was somewhat suspicious that he was starting to look for excuses to back out of the transaction? Why would he ask *after* he bought and paid for the item? Maybe he just wanted to check. So I let it go.
The item values at over $750, so per eBay buyer-seller protection policy I am required to include a signature confirmation. He emails back the next day and asks me if it's possible to remove the signature confirmation. He claimed that he couldn't sign for it because he would be at work. He claims he called FedEx who told him that only the shipper can request for the removal of a signature. Red flag #2.... I would personally be very worried if my high value item was just left on my porch or on the ground.... but I guess some people live in very safe neighborhoods or gated communities? I wouldn't want to accuse any one of anything so I just let that go too...
So I let him know that it would strip me of my seller protection if I do that. I also let him know that he can arrange with FedEx a time to pick it up at their offices.
He replies and said I responded way too quickly to have even bothered picking up a phone to call eBay or FedEx... and that I should have just said I'm not going to bother wasting my time trying to help him and that I was lying about the policy....
I told him I already know the policies because I had to look them up prior to paying for his postage and it was highlighted when I went to pay for his postage on the eBay website.
He messages me back and said he called eBay who told him that signature confirmation is optional. (I guess the CS rep didn't realize the transaction was over $750?) and that I was making up policies. He also claimed that what I was doing was false advertisement because in my listing, standard shipping does not mean signature confirmation. He also demanded an apology.
So I actually sent him an apology if it seemed like I was being rude or blowing him off... I'm not trying to argue with him and I thought he just needed to be validated or something. I explained that I just have to protect myself as a seller and I'm required to ship the item to him safely. I also send him the direct link to the eBay/paypal policy that specifically says under section (11.1, 11.3 a,b,c, & 11.4) that I *am* actually REQUIRED to have the signature confirmation to qualify for seller protection because the item is over $750.
He then messages back and agrees that we need to stop and calm down and that he has made arrangements with FedEx for delivery and that at the moment he is content with the delivery.
So, this morning.... he messages me with this:
"well, fedex confirmed that they would deliver Saturday, so I took Saturday off to be home, because you added the signature verification which is not the standard shipping listed. fed ex sent text confirmation and listed it as out for delivery . I took pictures of both.... well . I sat home all day Saturday and no fedex. I called them and they said maybe Tuesday they will be able to get to me. I however will be out of town through the end of week. at this point due to this signature that I didn't ask for nor want that you decided to add stricktly for your protection and not mandated by ebay or fedex, I will not be able to receive my glass. the glass will return to you as undeliverable due to your request for signature. please kindly refund me after you receive the glass back. thank you"
At this point I'm just really flustered. I already told him that I *am* required to do the signature confirmation. To ask me to waive my seller protection is just unreasonable! I have shipped his item within the handling time I promised, the item is still out for delivery--- but still within the shipping time I have stated in my listing. His personal vacations or work travel/FedEx's own delivery schedule are all out of my control! I mean I'd be frustrated too if I took a day off work just to pick up a package, but I never told him to do that! I don't know why he didn't just schedule to pick it up from their office! Additionally, I have a no return policy in my listing too.
I can't tell if he is just kind of confused about who the whole system works, or if it's just a mix of buyers remorse or entitlement or whatnot.
When the item gets shipped back to me-- FedEx said they will also be charging me ~$16.00 for the return since it would be a failed delivery situation. So, am I expected to do a *full* versus *partial* refund for this guy? Because I'd lose out on shipping money for both legs of the trip! That's around $40 because the item was also insured. I know there's really no way for me to make anyone abide by their buying commitments... especially since he's kind of forcing the item to be shipped back to me!
I shipped his item as promised, protected it as I am required to do....
Does anyone have experience with something like this? He's obviously going to file a dispute claim and I'll just have to provide all my evidence that I did my part the best I could. I'm not sure what to expect for the outcome.
I'm pretty sure he's going to give me a negative feedback. I guess that's not a big deal because my ratings are still very high, but it is annoying to have on a record. Would I be able to contest unfair feedback?
I also looked at his feedback history today. Apparently he only has around 30 transactions ... but for 10 of those he left negatives to the sellers... that's a third of all his transactions over the past 2 years. Am I wrong to think that's suspicious? I don't think I've ever left more than 1 or 2 negatives in my whole time using eBay.... and I've been around since 2005 with 688 transactions...
Additionally, since eBay only allows sellers to leave buyers positives... a few sellers have left him negative comments in the form of a positive feedback. Some talking about him forcing returns, being unreasonable, claiming things aren't shipped on time when they actually are, abusing buyer policy. I don't have any more information about those transactions since there's a word limit, but it feels like the same situation I'm in.
Any advice on how to proceed? Is there anything else I can do in the meanwhile to protect myself as a seller? I know a lot of you here at TPF have experience with selling higher valued items! I rarely sell big ticket items!
Thanks for any input you might give!
Last week I sold a luxury accessory tech item to a buyer and he paid right away. I message him to let him know that I'll be shipping it the next day. He then asks me what version he bought and if how much space was in the accessory. Red flag #1... I was somewhat suspicious that he was starting to look for excuses to back out of the transaction? Why would he ask *after* he bought and paid for the item? Maybe he just wanted to check. So I let it go.
The item values at over $750, so per eBay buyer-seller protection policy I am required to include a signature confirmation. He emails back the next day and asks me if it's possible to remove the signature confirmation. He claimed that he couldn't sign for it because he would be at work. He claims he called FedEx who told him that only the shipper can request for the removal of a signature. Red flag #2.... I would personally be very worried if my high value item was just left on my porch or on the ground.... but I guess some people live in very safe neighborhoods or gated communities? I wouldn't want to accuse any one of anything so I just let that go too...
So I let him know that it would strip me of my seller protection if I do that. I also let him know that he can arrange with FedEx a time to pick it up at their offices.
He replies and said I responded way too quickly to have even bothered picking up a phone to call eBay or FedEx... and that I should have just said I'm not going to bother wasting my time trying to help him and that I was lying about the policy....
I told him I already know the policies because I had to look them up prior to paying for his postage and it was highlighted when I went to pay for his postage on the eBay website.
He messages me back and said he called eBay who told him that signature confirmation is optional. (I guess the CS rep didn't realize the transaction was over $750?) and that I was making up policies. He also claimed that what I was doing was false advertisement because in my listing, standard shipping does not mean signature confirmation. He also demanded an apology.
So I actually sent him an apology if it seemed like I was being rude or blowing him off... I'm not trying to argue with him and I thought he just needed to be validated or something. I explained that I just have to protect myself as a seller and I'm required to ship the item to him safely. I also send him the direct link to the eBay/paypal policy that specifically says under section (11.1, 11.3 a,b,c, & 11.4) that I *am* actually REQUIRED to have the signature confirmation to qualify for seller protection because the item is over $750.
He then messages back and agrees that we need to stop and calm down and that he has made arrangements with FedEx for delivery and that at the moment he is content with the delivery.
So, this morning.... he messages me with this:
"well, fedex confirmed that they would deliver Saturday, so I took Saturday off to be home, because you added the signature verification which is not the standard shipping listed. fed ex sent text confirmation and listed it as out for delivery . I took pictures of both.... well . I sat home all day Saturday and no fedex. I called them and they said maybe Tuesday they will be able to get to me. I however will be out of town through the end of week. at this point due to this signature that I didn't ask for nor want that you decided to add stricktly for your protection and not mandated by ebay or fedex, I will not be able to receive my glass. the glass will return to you as undeliverable due to your request for signature. please kindly refund me after you receive the glass back. thank you"
At this point I'm just really flustered. I already told him that I *am* required to do the signature confirmation. To ask me to waive my seller protection is just unreasonable! I have shipped his item within the handling time I promised, the item is still out for delivery--- but still within the shipping time I have stated in my listing. His personal vacations or work travel/FedEx's own delivery schedule are all out of my control! I mean I'd be frustrated too if I took a day off work just to pick up a package, but I never told him to do that! I don't know why he didn't just schedule to pick it up from their office! Additionally, I have a no return policy in my listing too.
I can't tell if he is just kind of confused about who the whole system works, or if it's just a mix of buyers remorse or entitlement or whatnot.
When the item gets shipped back to me-- FedEx said they will also be charging me ~$16.00 for the return since it would be a failed delivery situation. So, am I expected to do a *full* versus *partial* refund for this guy? Because I'd lose out on shipping money for both legs of the trip! That's around $40 because the item was also insured. I know there's really no way for me to make anyone abide by their buying commitments... especially since he's kind of forcing the item to be shipped back to me!
I shipped his item as promised, protected it as I am required to do....
Does anyone have experience with something like this? He's obviously going to file a dispute claim and I'll just have to provide all my evidence that I did my part the best I could. I'm not sure what to expect for the outcome.
I'm pretty sure he's going to give me a negative feedback. I guess that's not a big deal because my ratings are still very high, but it is annoying to have on a record. Would I be able to contest unfair feedback?
I also looked at his feedback history today. Apparently he only has around 30 transactions ... but for 10 of those he left negatives to the sellers... that's a third of all his transactions over the past 2 years. Am I wrong to think that's suspicious? I don't think I've ever left more than 1 or 2 negatives in my whole time using eBay.... and I've been around since 2005 with 688 transactions...
Additionally, since eBay only allows sellers to leave buyers positives... a few sellers have left him negative comments in the form of a positive feedback. Some talking about him forcing returns, being unreasonable, claiming things aren't shipped on time when they actually are, abusing buyer policy. I don't have any more information about those transactions since there's a word limit, but it feels like the same situation I'm in.
Any advice on how to proceed? Is there anything else I can do in the meanwhile to protect myself as a seller? I know a lot of you here at TPF have experience with selling higher valued items! I rarely sell big ticket items!
Thanks for any input you might give!
Hugs to you- I'm certain you need several. Hugs and an hour on a heavy bag beating the snot outta it. :boxing:
FedEx does hold for pick-up. So if the delivery was missed they could pick it up. I think if it was never delivered you can cancel the transaction once you receive the item back. Then they won't be able to leave feedback. You can only charge a restocking fee if it's in your listing and I'm not sure you can charge that if they item was never delivered? Definitely at PITA.