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Problem with a customer
Good evening, a customer sends me a photo of her order asking me if it’s the one I sent her (a photo of a box with my label on it). I sent her a bubble envelope (beads), and she sends me a message telling me there were no more beads inside! Several lots, what should I do?
9 comments
*miss-tigri*
Mentor8 months agoHello
If she had a cardboard box instead of a bubble envelope, it’s also possible that there was a relabeling issue at the carrier’s sorting center.
Report the facts to the carrier and ask the buyer to check whether there isn’t another label underneath.
At this time of year, there are also problems with delivery services.
marieshopboutique
OP8 months agoIt wasn't my label that was stuck on and indeed there is one underneath, tomorrow I'll call Mondial Relay, do you think they will compensate the customer? it's still 35 euros worth of goods thanks for your answers
koalagris
Mentor8 months agoGood evening @marieshopboutique
"do you think they'll compensate the customer?" = impossible to know if they'll admit the mistake.
What is certain is that carriers ONLY compensate the sender of a parcel (never the recipient), and this depending on the insurance taken out when shipping (at MR it's a flat rate), so the seller must fully refund their customer and be satisfied with the compensation paid by the carrier (which is why you should always insure shipments for their full value, so you don't end up out of pocket if something goes wrong).
Best regards
marieshopboutique
OP8 months agoOkay thanks I'll see tomorrow...
marieshopboutique
OP8 months agoGood evening, there has been a package mix-up with Mondial Relay. The customer received nuts instead of beads!! Do I have to wait for her to open a dispute on eBay? I filed a claim with MR since November 22, but I'm still waiting!! I called again today and they’re investigating! thank you for your replies
koalagris
Mentor8 months agoIt would be better to get ahead of it: cancel the transaction (on a ground allowing commission fees to be refunded) with a full refund rather than wait for a dispute over non-compliance, which would not only force you to pay for the return shipping (or to refund without a return), while losing the eBay commission fees...
MR's investigation is a matter between you and them only; the buyer should not have to be held hostage to it.
marieshopboutique
OP8 months agoHello
on a reason allowing the reimbursement of commission fees: can you tell me which one?
I’m happy to refund the customer, but if it’s a scam, I won’t be able to reverse it? thanks
lingma85
Mentor8 months agoHello @marieshopboutique
I fear you may be stuck with an argument that will be the subject of a dispute against you----->
- "item not as described"...
This year-end period brings "X" similar cases, if not exactly the same, as yours...
and unfortunately the outcome remains almost the same----->
- forced obligation to refund the buyer following a dispute or do the same voluntarily by refunding the transaction...
Refund buyers | eBay
Still try to explain your case to Customer Service here------> eBay Customer Service
preferably contact them during office hours and ask to be called back..
( It may be that your buyer is a repeat offender... as so many are popping up during this time of year...)
Best regards