Головоломочка с покупателем

[MC]

Mixmix
Закрыли в мою пользу)

 

[Mixmix]

MC
Поздравляю. Сумма действительна была такой, за которую не только можно, но и нужно сражаться.

 

[MC]

Mixmix
спасибо)

Опишу подробней для истории, авось кому-нибудь пригодится.
Итак, с последней цитаты кейса ничего я вписать туда не успел, баер перевел в клайм.
После суппорт со мной связался и завязалась переписка.

Dear ****

Thank you for contacting eBay about the case for the 10 ************ (eBay item number: *******) that you sold. My name is Robin, after reviewing your case, I understand that your customer has stated that they received 6 of the 10 *********** , and they would like to have you send the 4 missing *********. It has to be tough to have a case opened up against you and I can understand your concern with trusting your customer. I would be happy to assist you with working on getting your case resolved.

Situations like these are always so difficult for us to determine, because unless we’re there when the box was opened, we have no idea what happened. For us to move forward with the case, we need for you to file a USPS shipping claim. claim that you need to file is that the package contents are missing. The shipping claim will be the determining factor in getting this case resolved. Right now we will place the case on a 5 day hold, enough time for you to fax a copy of the shipping claim to us. I am providing our fax number so you can send us a copy as soon as it is available. Our fax number is 303-395-2828 . Please send this to the attention of: Robin E. at desk: 713. Also, please include your user ID and claim number (*******).

Meanwhile, since the case is on 5 day hold, you have an opportunity to communicate with your customer and see what you can both work out. I want to make sure that this case isn’t going to effect the status of your selling performance. Please understand that we will need to close the case if your customer doesn’t hear from you. Also, if you issue a voluntary refund to your customer after the return of the item, we will grant your final value fee cost. By allowing your customer to return the item and you issuing a voluntary refund, your customer has better buying experience. When you submit a refund to the buyer through the eBay resolution center these funds are released and applied to the refund. Also, you can send out the 4 missing Radiation Detector and take your customer’s word for it. You have a couple of options here, that is why it is important that you take action now.

In summary, I have put this case on hold until July 19, 2011 to allow you to provide a faxed copy of the Shipping Claim that you have filed. If the fax is not provided, we will close the customer in your favor with a full refund of $****.00. Once the fax is received we will base the outcome of this case upon the shipping claim that you filed.

We value your business ****, we see that you have been on the site for the past 5 years now as one of our valued sellers. You have done everything in your power to address your customer concerns, we want sellers like you on our site, so thank you for your wonderful customer support that you offer everyone of your members. Seller like you who strive to have a positive feedback such as your speaks for itself. I see that your customer have nothing but great things to say about you such as “Awesome seller fast and accurate would use again A++++++++++.” We greatly appreciate that you have chosen eBay to do your business!

Sincerely,


Robin E.
eBay Customer Support

Добавлено спустя 2 минуты 51 секунду:

Hello, Robin.

Thank you for assisting me.
I understand your difficulties with this case, but it is simple if review the facts.
1. I have proof of shipping with description of goods, quantity, weight and adresses
2. I provide 7 days to check sending, quality and quantity. Within this time buyer didnt contact me.
3. Buyer cant send the proof according International Postal Convention rules.
4. Buyer told that he purchased such items from other sellers, and he even cant send the proof that the parcel he told about is mine!

I will give you full reply with documents, but at the moment I would like to know is it
possible to send images via email or upload online. I have no fax.

Best wishes
****

Добавлено спустя 1 минуту 4 секунды:

Dear ****,
I would like to thank you for having responded to Robin’s email regarding the 10 ************* units (Item #*********) that you recently sold on our site. After reviewing your email, I understand that a) you have proof of shipping the goods, you provide 7 days for members to contact you after having received the parcel, c) this buyer cannot send adequate proof that they only received six of the ten detectors, and d) buyer has purchased several items from other sellers and has possibly mixed up the parcels. Oleg, I can only imagine your frustration as we are dealing with so much money. Rest assured, we are here to protect the seller just as much as we protect the buyer.
You case will remain on hold until tomorrow. We have asked the buyer to provide us with a Police Incident report along with other pieces of documentation. If they buyer fails to respond to our request for evidence, this case will close in your favor. If the buyer does respond, we will continue our investigation until we reach a fair decision.
In your email, you stated that you would like to know how to send us photos. Unfortunately, our servers are unable to accept attachments thus we must go through a third party. Here are the instructions:
The easiest way to send photos is to set up an online photo album through a photo-sharing site. Once you have set up an album, please respond to this email with the link to your online album. We will then be able to review the pictures and take them into consideration when making a decision on your case.
Here are some examples of third-party sites for online photo-sharing:
Photobucket:

Загрузка...

www.photobucket.com

For help with uploading photos to photobucket, go to:

Загрузка...

pic.pbsrc.com

Flickr:

Загрузка...

www.flickr.com

For help with uploading photos to Flickr, go to:

Загрузка...

www.flickr.com

When you use third-party sites, you are responsible for complying with their applicable terms of use. eBay is not affiliated with and does not endorse these third-party sites, nor does it guarantee their respective services.
Once we receive your link, we will review the pictures and make a decision or determine the next steps.
In summary, I have been able to provide you with means to send us photos and have advised you that your case is remaining on hold until tomorrow to allow the buyer time to provide the adequate evidence needed. Thank you for your understanding.
Sincerely,
Brian V.
eBay Customer Support

Добавлено спустя 2 минуты 38 секунд:

Hello, Brian V.

Thank you for your reply.
I see you are really trying to help in this situation and correctly understood my arguments.
Im understanding that it is difficult for you to regulate such cases remotely.
However UNIVERSAL POSTAL CONVENTION already contains some mechanism for such regulation and
as far the case connect with refunds - me to buyer and post to me, we should learn this experience

Im adding quote from UNIVERSAL POSTAL CONVENTION:
Article 22
1.4 when the addressee or, in the case of return to origin, the sender of a parcel or of an insured item, although having given a proper discharge, notifies the delivery administration without delay that he has found theft or damage. He shall furnish proof that such theft or damage did not occur after delivery. The term "without delay" shall be interpreted according to national law.
not sure 2 weeks is "without delay"

Well, now is my docs.
I used my oun host, hope it is ok for you.
Here is receipt. http://************.jpg
It contains the quantity, weigh, date, address, etc
I should note that usually buyers order shipping via regular russian airmail and the receipt contains much less info.
(one more question for my buyer - how is it possible to pay for express shipping and didnt open box for 2 weeks?)
I mean this is the best proof is possible to have for me and if it is not enough (especially together with other 4 points
of my arguments) it will be freedom for fraud and death for me.

Here is copy of my application for search of the parcel http://*************.jpg
please note!
I can not fill the application for compensation without documents from buyer.
They will reply me that the parcel was delivered and this is all they should do in this case.
They told - no complaints from recipient.
I have added the request to provide me information about condition of the parcel and the weight on delivery
But to be honest they are not obliged reply for this. Probably they will provide me a copy of receipt signed by buyer
but they also not obliged to do this.
The situation is the buyer should send the proof of discrepancy, not me.

Thank you for your attantion and your assistance.
Best wishes
****

Добавлено спустя 2 минуты 19 секунд:

eBay Customer Support has reviewed the case and made a final decision.

We decided not to issue the buyer a refund. You don't need to do anything
else for this case. The hold on this PayPal transaction has been removed.
This case is closed.

Decision:
This case has been decided in your favor. The hold on this PayPal
transaction has been removed.