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Package stuck at Mondial Relay
Hello, I shipped a parcel via Mondial Relay through eBay shipping. This parcel, shipped on the 12th, has been stuck since the 20th in the same place; tracking says the parcel was handed over to the courier that day..Then no more trace. I contacted Mondial Relay, who told me to open an investigation.
My customer is getting impatient, what should I do?
Thank you for your help
10 comments
0_fil_du_temps*
OP2 years agoHello
Some news about my shipment. On the Mondial Relay tracking (which I had shared with the buyer as well as the shipment N0), the package, which had been waiting at the RC since February 20, has just been sent back to the sender, meaning me). I should remind you that the buyer was refunded following a dispute she had opened, saying that "the seller has been stringing me along from the start" — a dispute that eBay closed in my favor after receiving proof of my shipment. Then the dissatisfied buyer leaves me a negative review by claiming the package was lost from the beginning (unjustified negative review removed by eBay); she never even bothered to check the tracking...
So what should I do when the package comes back to me? You’ll understand that I no longer feel like doing a favor for such a suspicious and aggressive buyer.
I’d like your opinions — what would you do?
Thanks
*miss-tigri*
Mentor2 years agoHello
Since it’s been refunded, you can do whatever you want with your product ..
If you put it back up for sale, add the buyer to the list of blocked bidders to avoid another purchase if you relist your product for sale ...
https://www.ebay.fr/help/selling/listings/creating-managing-listings/setting-buyer-requirements?id=4152&st=3&pos=3&query=D%C3%A9finir%20des%20Conditions%20requises%20pour%20les%20acheteurs&intent=Interdit&lucenceai=lucenceai&docId=HELP1060
0_fil_du_temps*
OP2 years agomiss-tigri thanks !! my buyer was already in my required conditions as undesirable. She explained why and I trusted her by removing her from the conditions.
That was a bad move on my part. Now of course I’ve put her back on my banned list.
Too bad, because if she had been honest with me I would have sent the item back to her.
So I’m going to put it back up for sale, hoping that this time it will be a good transaction.
What’s strange is that it took the item more than 20 days to arrive at the buyer’s pickup point and 2 days to come back to my pickup point.
Mondial relais is not reliable at all.
lingma85
Mentor2 years agoGood evening @0_fil_du_temps*
Provide M. Relay's (written) response to your buyer... and talk with her in a way that calms things down.
Otherwise, you have the option of refunding her-----> Refunding buyers | eBay by explaining that you’re counting on her understanding/honesty if, by chance, the package is found... (fingers crossed )
Regards
0_fil_du_temps*
OP2 years agoThank you lingma85
The search with Mondial Relay takes 20 days according to the information. My buyer is understanding for now, tracking ended after the parcel was handed over to the courier on February 20.
I read on the forum that if the shipping label goes through the eBay/Mondial Relay agreement, it is Mondial Relay that refunds the buyer.
I’m going to call MR for more details.
Kind regards
lingma85
Mentor2 years agore... @0_fil_du_temps*
"I read on the forum that if the shipping slip goes through the ebay/mondial relais agreement, mondial relais is the one that reimburses the buyer."
Unless I'm mistaken... M.R. reimburses its customer...
and M.Relay's customer is the seller/sender... not the buyer, who is just a recipient.
The buyer can only be reimbursed by the seller..
Regards
0_fil_du_temps*
OP2 years agoHello
I just contacted Mondial Relay by phone. The parcel sent on February 12 was handed over to the courier on the 20th and there has been no news since. The parcel was most likely dropped off at the relay point, which forgot to scan it in order to make it available. An investigation is underway in that regard.
In the event the parcel is confirmed lost, after 20 days, Mondial Relay will reimburse the buyer directly, following the agreement between MR and EBAY. This applies only if you go through eBay shipping; if the parcel is dropped off by you without going through eBay, it is 25 euros compensation per kg.
Hoping this will help sellers who are in the same mess as me...
Have a good day everyone.
I’d like to add that if the seller refunds their buyer without waiting for the conclusion of the MR investigation, the buyer will be refunded twice.
koalagris
Mentor2 years agoHello @0_fil_du_temps*
"it's 25 euros in compensation per kg" = no it's €25 PER PARCEL...
https://www.mondialrelay.fr/envoi-de-colis/assurer-mon-colis/
Best regards
0_fil_du_temps*
OP2 years agoHello
I contacted eBay by phone, because my buyer opened a dispute for item not received, even though I had provided her with proof that an investigation following my claim with MR has been underway since the 28th. Package sent on the 12th!!
Here is what eBay told me: reply to the buyer, send the tracking proof (already done), eBay will put the dispute on hold until MR responds.
Then in the event of a lost package. eBay refunds the buyer, then MR refunds eBay, which refunds the seller. (I used shipping through eBay.)
Never again will I use Mondial Relay, only registered Colissimo, the only ones that are still reliable for now.
If I do put another item up for sale on eBay, because with 2 shipments, tracked letter and MR, neither has arrived by the expected date.
Disappointed.
I apologize to lingma, she was right.
0_fil_du_temps*
OP2 years agoI shipped my package through eBay shipping. even though it’s €25 PER PACKAGE... already, thanks for that thank you