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Old 06-29-2012, 12:57 PM   #1 (permalink)
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Default EBAY Advice Needed

I have been doing Ebay for awhile now.
Pretty much have learned the ins and outs.
But this situation has me a Tad puzzled.

Here is the readers digest version:
I sold a lot of cards.(about 5 days after purchase,Buyer was contacted about slight delay.)
I always ship with DC# 03120090000214224211(actual DC#)
I few days after I shipped buyer messages me. I have not received my Item.
I check the usps website for the tracking. It was due to be DLVd that day.
I sent him the link and told him to keep me posted.
A few days went by,so I thought all was good. So I left positive feedback.
Now without messaging me, the buyer opens a case:Item not Received.
So I check the USPS website status:"DELIVERED"

Soooooooo....
Now what should I do?
I haven't pressed forward on the case,but have message the buyer laying out all the facts.
It was only a $17 lot, But on principal should I continue with the case or just refund and wash my hands?


Any input would be appreciated.
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Old 06-29-2012, 05:10 PM   #2 (permalink)
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As long as your tracking information shows it was dlvd, ebay will not make you issue a refund to the guest. Had this happen a couple weeks ago with a Harper card I sold. Guest stated they never received it, granted they were really nice about it and opened a case bcuz ebay told them too, and all I had to provide was my tracking information showing it was delivered.

Hope this helps!
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Old 06-29-2012, 11:42 PM   #3 (permalink)
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Yeah that's pretty much what I figured.
The buyer closed the case shortly affter my response message.
Thanks for the input.
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Old 06-29-2012, 11:43 PM   #4 (permalink)
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I just had a case opened against me too. I will be getting a negative over $3. Ebay is awesome!!!
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Old 07-04-2012, 10:44 PM   #5 (permalink)
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Quote:
Originally Posted by dunkking34 View Post
I just had a case opened against me too. I will be getting a negative over $3. Ebay is awesome!!!
Usually a seller deserves a negative, unless the person leaves negatives to everyone he buys from. Or you can use customer service skills to find common ground with the buyer and the buyer can actually remove the negative. No need to go on an offensive with the buyer, they are always right! That is the main stint in business. If you keep trying to prove that the buyer is wrong, than you'll be out of business in no time.

The buyers is what keeps you in business, and making sure they are pampered and taken care of is very important. If you are not willing to do this, its not worth you selling on ebay. Its not ebay's fault if you provided poor customer service.
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Old 07-06-2012, 12:02 AM   #6 (permalink)
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Quote:
Originally Posted by benshobbies View Post
Usually a seller deserves a negative, unless the person leaves negatives to everyone he buys from. Or you can use customer service skills to find common ground with the buyer and the buyer can actually remove the negative. No need to go on an offensive with the buyer, they are always right! That is the main stint in business. If you keep trying to prove that the buyer is wrong, than you'll be out of business in no time.

The buyers is what keeps you in business, and making sure they are pampered and taken care of is very important. If you are not willing to do this, its not worth you selling on ebay. Its not ebay's fault if you provided poor customer service.
I understand what your saying, but the one problem I have with what you said is about the poor customer service. Is it poor customer service if the sell packages up the item, uses a delivery confirmation and USPS tracking shows its delivered, but the buyer never received it? I think it's great customer service to include the DC and covers the buyers butt as well.
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Old 07-06-2012, 12:42 AM   #7 (permalink)
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Quote:
Originally Posted by Apakalypto View Post
Yeah that's pretty much what I figured.
The buyer closed the case shortly affter my response message.
Thanks for the input.
very nice. Always wonderful when the buyer chickens out after being called out.
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Old 07-06-2012, 12:50 AM   #8 (permalink)
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Quote:
Originally Posted by benshobbies View Post
Usually a seller deserves a negative, unless the person leaves negatives to everyone he buys from. Or you can use customer service skills to find common ground with the buyer and the buyer can actually remove the negative. No need to go on an offensive with the buyer, they are always right! That is the main stint in business. If you keep trying to prove that the buyer is wrong, than you'll be out of business in no time.

The buyers is what keeps you in business, and making sure they are pampered and taken care of is very important. If you are not willing to do this, its not worth you selling on ebay. Its not ebay's fault if you provided poor customer service.
This is an admirable view of the customer, but I think we've all heard horror stories of buyers who are quick to neg. I honestly think some of them don't realize the impact of what they do with those or low DSRs (although I'm sure some are aware).

There's another saying in business that sometimes it's worth firing the customer. I do that in the form of my blocked list, but unfortunately we generally only get to do that after they have done something to us or another seller who has shared their experience.

In other words, I think on eBay you can provide stellar customer service and still get a neg. I fully expect to get one myself at some point and I think I provide excellent service. It's just part of business on eBay.
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