What should I do if this situation goes sour?

[topplehat]

Backstory:

I sold one of my college textbooks on Ebay sometime in mid-December. Recently, I got a notice from the post office saying that the contents of my parcel had been separated from the box, and that I could request a search for the contents, and so I did, providing a description of the items and whatnot. The buyer of the book has emailed me regarding the item, asking why it hasn't arrived and I told her the situation (oddly enough I got the notice from the post office the same day I got the email from her). The notice from the post office also included the addresses I had written on the box ripped off along with the postage sticker that was on it.

As such, they are now searching for this book, but if they don't find it, what am I supposed to do? I mean, I know it's not her fault and while I don't want to give a refund, she never did receive her item, but I still mailed it. There wasn't any insurance on it or anything.

[$hady]

That sucks but the buyer did nothing wrong. File a claim at the post office for it and issue a refund to the buyer is probably the right thing to do. How much was the sale? How did you have it packaged that the box got ripped apart?

[wubb]

You should refund their payment in full. You were the one that packed it and it didn't hold up, no real question here on what's the right thing to do.

Shit like that can happen even if it was packed very securely, but it's your responsibility to get the item to the buyer in the condition described.

[iazybandit]

You should refund the payment. But at the same time, file a complaint with the Post Office. Having the address and postage ripped off is suspicious.

[beguile]

What's the point of (the buyer) buying insurance if the seller is going to end up being responsible for the lost package with or without insurance.

If I'm selling something over $50 dollars, if buyer doesn't buy insurance for it. I won't be responsible for what happens to the package. However, if buyer insist on buying insurance, then obviously the seller will be responsible. That's my 2 cents.

In this situation, I think it depends on whether or not you offered insurance to the buyer.

[m0dem]

What's the point of (the buyer) buying insurance if the seller is going to end up being responsible for the lost package with or without insurance.

If I'm selling something over $50 dollars, if buyer doesn't buy insurance for it. I won't be responsible for what happens to the package. However, if buyer insist on buying insurance, then obviously the seller will be responsible. That's my 2 cents.

In this situation, I think it depends on whether or not you offered insurance to the buyer.

Your always responsible with paypal but I know what you mean

[topplehat]

I didn't offer insurance, but would've been glad to add it. I know that I should refund it if they are unable to find the contents, but I have issued a search (they sent it to me with the notice) and am hoping they do find it.

For the curious: the total was around 90 dollars. A nice chunk of change.

[$hady]

I didn't offer insurance, but would've been glad to add it. I know that I should refund it if they are unable to find the contents, but I have issued a search (they sent it to me with the notice) and am hoping they do find it.

For the curious: the total was around 90 dollars. A nice chunk of change.


That sucks big time since it's $90! I assume the post office willl associate something about lost in transit or something on the delivery confirmation number so one way or the other you are most likely out $90. Either from you straight up refunding the money or Paypal making you refund it since the buyer never got it. I wonder if the post office will do anything at all for you since you sent the package with no insurance and now are saying the contents were worth $90. Good times all around. :bomb:

[alonzomourning23]

The way I see these issue is two people did what they're supposed to do and it didn't work out. One person is going to get screwed. Since everything is equal I have no reason to make myself the person who is screwed, especially since I would be reversing the current situation of them being screwed.

[Kayden]

You shipped it. The post office lost it or one of their jerkoffs stole it. The buyer didn't get insurance ergo they're fucked. Its not your problem after you drop it in the mail slot. They can bring it up with the post office.

[kill3r7]

You should refund the payment. There isn't much you can do for the buyer unless she still wants the books at which point you can tell her to wait.

[mbstuff]

Did you have any refund/shipping policy spelled out? Did you specifically offer insurance? If you did neither of these things, you should give her the refund. Then think of adding a specific policy to your auctions- either stating specifically that you offer refunds in case buyer does not receive items (and assuming the risks of shipping yourself) or stating specifically that you are not responsible for carrier screw-ups and offering insurance (making the buyer assume the risks of shipping). As it stands, paypal will side with the buyer anyway, so might as well skip the hassle and just give the refund, and hope the post office returns your book to you.

[YoshiFan1]

In the future, consider charging insurance in the shipping price when selling something expensive. For me, when I sell something more than say $25 or $30, I automatically insure it by working the insurnace cost into the shipping price. For all other items, I offer it as an option. Sometimes, people want insurance even if it's a low item. For example, I sold an item for $8 this week and a buyer paid the extra $1.30 to insure it.

[judyjudyjudy]

You should refund the buyer. As mbstuff said, you will probably be forced to give a refund by Paypal anyway.
In the future, consider charging insurance in the shipping price when selling something expensive. For me, when I sell something more than say $25 or $30, I automatically insure it by working the insurnace cost into the selling price. For all other items, I offer it as an option. Sometimes, people want insurance even if it's a low item. For example, I sold an item for $8 this week and a buyer paid the extra $1.30 to insure it.I've had the same experience, where buyers buy insurance for small things. For expensive items, you should definitely require insurance. You don't have to work it into the selling price tho; I think eBay let's you list it like a separate option but allows you to make it a mandatory part of shipping.

[zionoverfire]

Don't offer a refund since it isn't your fault. If she really wants her $90 back she can file a claim, you didn't do anything wrong here and there isn't any reason to screw yourself out of payment.

[YoshiFan1]

I meant to say shipping price rather than selling price, I edited my post. What I meant was was this:
Option 1:
Shipping $4.00
Insurance $1.30 (Required)

Option 2:
Shipping $5.30
Insurance (Included)

I think the 2nd option is better because then they don't actually see they are paying the $1.30 for insurance so they can't complain about paying extra if they don't want it.

[topplehat]

UPDATE

She emails me today, asking for a refund and opening a Paypal dispute. So now if they do find it they are going to send it to her AND she'll have my money. I'm hoping she'll let me delay the refund until I am notified it wasn't found or she returns it.

Thank you U.S. Postal service. That box was packed super tight, the only way it could've been opened was through force.

[slidecage]

UPDATE

She emails me today, asking for a refund and opening a Paypal dispute. So now if they do find it they are going to send it to her AND she'll have my money. I'm hoping she'll let me delay the refund until I am notified it wasn't found or she returns it.

Thank you U.S. Postal service. That box was packed super tight, the only way it could've been opened was through force.


this is why i dont ship anything without insurance. they can say you never put the book in the box and paypal will belive them... either way your screw out of the 90 bucks and the book.... next time put insurance on it... i would rather be out 2.20 should of put insurance of 100 bucks on it that way SHE had to sign for the book...

i would rather been out 2 bucks and change then to lose a 90 buck book..

sad to say but your are major screwed the post office wont do jack for you

[topplehat]

Wow, is it just me or is the Paypal resolution center EXTREMELY buyer-biased? I don't even get a chance to argue my side? My only option is to refund.

It's as if it's MY fault she didn't want insurance or delivery confirmation.

[zionoverfire]

Wow, is it just me or is the Paypal resolution center EXTREMELY buyer-biased? I don't even get a chance to argue my side? My only option is to refund.

It's as if it's MY fault she didn't want insurance or delivery confirmation.

Welcome to paypal sucks 101, you should at least demand that more time be given for the post office to search for the item before a refund is issued.

[topplehat]

Welcome to paypal sucks 101, you should at least demand that more time be given for the post office to search for the item before a refund is issued.

I told her that I would've liked more time for the post office to fix this, but she went out on her own and bought another book and is now demanding a refund.

The buyers always win!

[judyjudyjudy]

It's as if it's MY fault she didn't want insurance or delivery confirmation.Delivery confirmation is pretty much for the seller's benefit, not the buyer, so there's no real reason for her to ask for it. I feel the same goes for insurance, though I don't totally get eBay/Paypal's stance on that... though if you didn't offer it, she probably wouldn't know to ask for it.

[gopro]

Did you have any refund/shipping policy spelled out?

Where is that located the Shipping Policy? I see the refund policy but I dont offer that. Is there a Shipping policy or do I have to put it in my Description?

[zionoverfire]

I told her that I would've liked more time for the post office to fix this, but she went out on her own and bought another book and is now demanding a refund.

The buyers always win!

Well I can understand her situation, classes have already started at most colleges that's why I would have addressed PP if anyone when stalling for a refund. Oh well, you can always refund her money and send her a nice little email letting her know that you'd be happy to pay her for shipping costs to return the book to you if it does arrive and hope she's an honest person.

[topplehat]

I know I am going to have to end up refunding, I just don't entirely like the idea.

Now I won't be able to get a Gameboy Micro. ;_;

[YoshiFan1]

Yeah hopefully if the buyer gets the book, they'll send it back to you

Delivery confirmation is pretty much for the seller's benefit, not the buyer, so there's no real reason for her to ask for it.

Agreed. Plus it's part of Paypal's terms that the seller has to have an online form of tracking to be eligible for seller's protection.

[topplehat]

Ah, I did not know that it was part of seller's protection. I will be more wary in the future I guess.