Shipping Issue for buyers who dont avail insurance. Please guide

[mumbaistores]

Dear Ebay Sellers,

I am a small time seller on ebay and things have been moving smooth. I offer insurance facility to my customers and ship only via bluedart or Tnt.

I sent a consignement last week to a buyer to reach him the very next day. It was a high value mobile phone. The buyer today after more than a week comes back and says that the item received by him was broken in transit. When i asked him why he didnt contact me earlier he said that he was out of station and the package was lying at his office. My listing clearly states that buyer has to check item on delivery and inform/ reject parcel in case of a problem. Since the buyer didnt do that the courier company will not agree that the parcel "might" have broken in transit.

The buyer had not availed the shipping insurance provided and hence the onus is now on me. I would like to understand from experienced sellers on how to handle this transaction and any negative feedback which the buyer may want to leave for me. I am an honest seller and have 100% positive ratings and would like to maintain that. What is the recourse in my case. Appreicate if experienced sellers and Indraneel as well from ebay can throw some light on this.

[mumbaistores]

Indraneel,

You are great, this really signifies that sellers still have a hope and if they mention correctly the terms and conditions it really help.

Your information i believe would be very useful for all the sellers. A lot of them advise me to refund the buyer, as you can see in the listing, however it clearly is a case where the buyer has turned up after a week. If all buyers keep doing like this then there would be no recourse for genuine sellers.

Thank you very very much Indraneel.

One last questions. What if the buyer gives me a negative in this case, would it be possible for me to show the emails to ebay and ebay removes the feedback?

[techniwas]

For feedback ODR would be your best option.

Regards

[snrama]

Hi mumbaistores,

Good Packing plays a very important role in online business. Try to improve on it to avoid these type of issues in future.

Also, you need to stick on your policies / terms and conditions while doing business (online or offline).

If you receive a negative feedback, file a case at ODR India. You can even contact eBay customer support and file a report of unjust feedback as said by Indraneel. ---------------
With Regards,
Navaneeth (snrama) 😉

[mumbaistores]

Thank you SNRAMA and all other friends. I ensure solid packing but i dont know how this thing happpened that too after 1 week of buyer receiving the product. Hence i feel it is a case of negligence on the part of the buyer.

[mumbaistores]

Friends & Indraneel,

Finally it has happened. The buyer has opened a dispute against me and also left me a negative feedback stating that i didnt send the right product, overcharged him and sent him a broken product. Why in the world would i do something of that sort.

However now i am adamant to fight the dispute and would do all the best possible to prove that i am genuine. I would request you all to advise how should i go about it. I have seen that he has left similar feedback for a few other sellers as well. Here is what he has mentioned in his dispute.

"Item Significantly Not As Described: New V30i TV FM 5MP Camera Big Screen PDA Mobile Phone (#220212352947)
Payment Method: PaisaPay
Payment Date: 20-Mar-2008
Additional Details: seller called me to ship other model then ordered, then he asked extra payment for freight. item
received in damaged condition. courier delivered it to some one else in my absence. on contacting
seller he assured replacement on return of the damaged product. once the damged product received he
asked me to give positive feedback then only he will replace it. now on phone he has refused to replace
the product giving various resons like courier delay in return and extra insurance was required "

[mumbaistores]

Indraneel,

I request you to help out. The buyer has closed and escalated the dispute. I would need any help you can provide to ensure that i am genuine and have followed Ebay rules and policies to the best of my abilities.

Thanks,
Mumbaistores

[mumbaistores]

Dear Friends,

Thanks to SNRAMA and others who helped me by guiding me to ODR. I just received an email from them stating that the feedback was unjustified and they will let Ebay TNS team know about it.

I only ask ebay now to help me with the dispute which has been escalated by the buyer. I hope Indraneel can escalate this and help out in any ways.

ODR was a good option against buyers who trouble genuine sellers. However i heard that going forward even that is not allowed.

Thanks,
Mumbaistores

[shubz16]

i do not know , but would filing a case against the courier company in Consumer Forum help??
if we take it that the buyer is being true and this is a mistake done by the courier company itself. a buyer has to sign a POD wen he recieves the packet. he cannnot check it without opening the packet .
Just my humble opinion 🙂

[shubz16]

i have a recent problem as well , but pertaining to your loss mine is nothin. i had shipped two rudrakshs to a buyer. now the buyer claims to have recieved only one rudraksh . so i am not left wit any proof whether the buyer is being true or not , but have to mail him another piece as he may give me a negative........this feedback system is driving me crazy!!
i will soon run outta here