Shipping insurance protects sellers in the event that an item goes missing in transit. Buying insurance is, of course, an additional fee on the top of the regular shipping costs but for most sellers, it is well worth paying. This is especially the case for higher value items. When shipping items, be careful to carefully keep and store tracking details for future reference. There are many different ways to do this but the most important aspect is make a system that works and continue to use it.
As proven in this article, having tracking details can be the difference between having to provide a refund and not having any liability or loss at all. The other key takeaway is to upload the tracking information as soon as possible.
Since September , eBay. Make an insurance claim with the shipping company The next step for a seller with a missing item is to make an insurance claim with the shipping company. If tracking information shows item delivered, wait With valid tracking information showing that the item has been delivered to the intended destination within the correct time frame, the seller does not have to refund or otherwise resolve the situation with the buyer.
Refuse to claim responsibility It is not possible for sellers to claim that they cannot be responsible for missing or damaged items, even if stated in an item listing. How to reduce problems concerning missing items As much as it is not possible for an eBay seller to ensure that all packages are delivered safely, on-time and to the correct address, there are a few ways to reduce the problems caused by missing items.
Purchase shipping insurance Shipping insurance protects sellers in the event that an item goes missing in transit. Before putting your detective skills to work, review the email correspondence you've received from eBay and PayPal to ensure the address is correct on both sites. If the package was sent to the wrong address, you'll be better positioned to explain your situation in any discussion or dispute.
If the package was sent through USPS, you can also pay a visit to the post office with your tracking number and have them trace the precise shipping route. Sometimes packages marked as delivered went to the right zip code but the wrong address.
Drivers also sometimes leave packages in a "hidden location" behind a bush, under a mat, or inside a rear screen door, for instance to prevent theft. If this is the case, there may be a note about the package's location posted in the system. It also might be worth stopping by the neighbors to see if they might have grabbed the package either by mistake or for safekeeping. In the vast majority of cases, the missing shipment situation will ultimately get resolved and your package will be delivered.
If not, you can look into reimbursement through PayPal or your credit card provider, which may offer such protections for their customers. Actively scan device characteristics for identification.
Use precise geolocation data. Select personalised content. Create a personalised content profile. Measure ad performance. Signature confirmation is a kind of "additional insurance", although some buyers balk at that because of inconvenience like never being home during weekday delivery and comes home too late to make it to the post office. The Courier drops off the package and marks it "Delivered" on the tracking website. The Courier considers that their job is done.
But now, your Buyer says "It never arrived! The Courier left it in the "usual spot", either vestibule, behind large planter, whatever Package gone, for good. The Courier says "Not our problem -- we successfully delivered the package.
It's now the buyer's responsibility. Seller is responsible for refunding my money! I think this scenario is completely unfair to the seller. And yet, I do not see eBay adequately explaining this.
How does the Seller protect themselves from this potential problem which I'm sure happens from time to time? I do appreciate opinion and experience, but to my mind what eBay says is the defacto rule.
ADDENDUM2 : In researching this scenario, I've come across many topics in the community where people emphatically declare the Seller as responsible for the item making it into the hands of the buyer. Well, I'd personally consider it "reasonably responsible" If the buyer doesn't have a secure spot, or is exposed to high foot traffic, then I'm starting a new post so that you don't miss the information.
Here's the 'clearest' policy I've found so far regarding the scenario you asked about. In searching for the policy, I got the definite impression that eBay is hesitant to state clearly that a situation exists where the buyer doesn't have protection.
I'm a buyer only. I think I've answered questions in the past week where buyers asked how they can get a refund when tracking shows delivery of an item that they haven't received. I also mention that it's happened to me several times Hope that the person receiving it is honest enough to either bring it to you or the post office. Plead with the postmaster and mail carrier to look around for it.
One if mine was recovered from a slot in the mail truck; another from behind a file cabinet. Buyers are understandably upset when this happens and often file 'item not received' disputes.
I remember two cases recently where the sellers lost the dispute initially. They were advised to phone eBay, give the rep the tracking number, and insist that they look it up online while they remained on the phone.
It's up to buyer to contact the carrier to try to locate the missing package. The seller has no responsibility whatsoever. Seller will win an 'item not received' dispute automatically
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