special delivery

[china38]

Hi

I dont know what to do, im a little confused.

I sold an item on ebay about a week ago, and i sent it special delivery. I tracked the item, and it was sent without delay. But i got an email back saying the item in the package was not the correct item. Now, i only had 1 item for sale, so i know it is the same item as in the listing.

I know they are on the ham, as i know what i posted.

ANy advice?

[rachael88]

i dont know anything about ebay as i dont use it but i think eather parcels got mixed up on delivery or they are trying to get another one off you or sum thing thats the only thing i can think of xxx

[Postdog]

Unlikely the parcels got mixed up considering the tracking. If this was by Royal Mail it can't happen.

[Sachs]

Ethel is the lady you need! xxx

[rachael88]

as you can tell i dont know anything about that sort of thing lol , but as u sed that i am defintly guessing that they are wanting another or a refund , is there any way at all you can see for definite that they got th item or not like a signiture of when they recieved it or cant you xxxxx

[cartoonist]

It does sound as if the buyer is trying to wangle another item out of you.

If you are absolutely sure you despatched the correct item, then stand your ground and tell the buyer they are mistaken. I presume eBay has a disputes procedure and I would suggest you invoke it and inform the buyer you are doing so - it may be that eBay hase prior knowledge of this person doing the same with other sellers. At the end of the day, it's their word against yours!

As you sent the package by special delivery, ask the Post Office to provide proof of signature because it may be that someone known to the buyer signed for it, and substituted the contents (I know I'm just an old cynic, but there are some unscrupulous people out there).

[Ethel]

How are they saying it is different? A different thing entirely, or different colour, size?

[rachael88]

agree with you both there xxxx

[terambulan]

Just refer the buyer back to the ebay page!

[Postdog]

If it WAS royal mail, use the track and trace on their website. Signature cards have to be retained and despatched exactly for this purpose - so customers can see who signed, when etc.

But going back to your problem, if you only had the one item for sale, and the buyer bought it as described, then that's down to them surely.

[Sasperilla]

Did you offer any sort of returns policy to the buyer when you put the item on e-bay? I used to sell alot fo stuff on e-bay and there are some real idiots out there!
Try and maintain a good communication with the buyer if you can, to try and avoid negative feedback. Ask them how the item differed from what they were expecting. Ask them to look carefully at your listing and explain what they mean about it being different. Then you will be able to deal with the problem. If they are just being an idiot, then you should be able to get some assistance from the sellers guide on e-bay. Also, was your description in the listing absolutely accurate? If you stated any faults or that it was "sold as seen" or "no returns or refunds" then you are probably OK, but sometimes it is easier just to get them to return the item and offer a refund (don't give this until you have safely received the item back in its original condition). Then you can just relist it and cut your losses! You can also block buyers on e-bay so they can never bid on your stuff again, as you do get some real time wasters out there.
There is lots of help and information for sellers available on e-bay, so I would advise you to use these resources when dealing with this.

[china38]

I was selling a Nokia N95 unlocked, and i put this in the listing. They knew it was what i was selling. Once they bought the phone and paid, i put it in bubblewrap n all that, n put it in a box and sent it SD. So its nothing to do with the colour or such as i took a pic of the actual phone.

Person claims i sent a leather case and not the phone, but i know 100% that i posted a phone to them.

[china38]

Sasperilla - i put no return / refunds on the listing, and i put everything down as accuratly as possible. So i know it was nothing to do with that. They just claim they did not get a N95 and got a Leather case, which i know 100% is a lie

[Sasperilla]

Sorry to hear that, sounds like you've just ended up with an idiot who is trying to get something for nothing (and there are a few of these). Has the buyer left you a negative feedback or gone through the dispute process? If so, just answer as accurately as you can. Occassionally e-bay will remove a negative feedback if the dispute is resolved satisfactorally in your favour. Sounds like you did everything right. Sorry to hear about your troubles - you might just have to put this one down to experience. Check the buyers feedback. Have they got any negatives? I would definitely block the buyer so they cannot bid on any more items you are selling.

[china38]

Thanks Sasperilla - im just slightly worried about the police, as i have no record or such, and never have to dealw ith them.

I dont plan to sell anything else on ebay. As for their feedback, it was 82 possitive at 100%

[Ethel]

Did they pay by PayPal? If so, they could file a Significantly Not as Described claim (SNAD).

[china38]

Ethel - i dont see why they can do SNAD. I sent them exactly what was on the listing. I took 4 images of the phone and 2 of the case with bluetooth.

What i sent them is exactly what was in the listing so if they do a SNAD then its pure false. And it makes a mokery of the ebay system

[Ethel]

I'm not saying it is fair or right that they should do a SNAD - it clearly is very wrong when you have sent the correct item.

But if they are dishonest, they could do it.

Is it possible that they bought a case from another seller, and have yet to receive the phone?

[china38]

No, because i sent it SD, it arrived next day with them so they defo got it. I also phoned up RM to confirm delivery and they confirmed it has been deilvered

[Rollo]

If the buyer claim they received a SNAD item then they should have to prove that to paypal before they win a claim.

If they filed a dispute I would immediately escalate it into a claim in Paypal's Dispute Console.

The police would not be remotely interested in such a tale.

[Sasperilla]

Absolutely 100% agree with Rollo - the police are not going to pursue you over this.