![]() ![]() A downside that few consider is the risk of upsetting bargain-hunters by making them feel like they have overpaid! Bit of a tell tale sign! Unfortunately for them they lived quite close to our warehouse so a visit from our “debt collection agency” soon sorted this one out.Ī lot of sellers include discount coupons with their eBay orders to encourage direct purchases in the future. One customer claimed they had not received their order from ebay, around £60 worth, and then ordered several items from our website using their unique code. This invoice had a customer specific discount code for their first order from the website. That way we could track the direct traffic better. On each of our paper invoices we used to have a channel specific web address to guide people to our website. Web Retailer member Bigian13 caught one out who claimed not to have received an eBay order, but then made a direct website purchase using a discount code that was included in the package: ![]() If you have the time and ability to investigate bad buyers in-house, you might find you can fight back against some of them yourself. But in most cases, being asked to sign for a delivery will deter most bad buyers. Even when you have proof of delivery, buyers can – and sometimes do – claim that the signature is not theirs. Perhaps surprisingly, using tracked delivery isn’t a completely watertight solution. In this example, if your average order value is below $40 then tracked delivery just won’t be worth it financially. That’s $400 to avoid refunding 10 orders. Sending everything tracked might add $2 to each order, and you may need to absorb that cost to avoid losing sales. That’s a 5% fraud rate – a figure that many sellers give. It’s painful to accept, but the cost of tracked delivery might be more than just letting buyers get away with it.įor example, you might refund 10 orders out of every 200 due to false item not received claims. The problem with tracked delivery services is that the cost can be prohibitive, particularly for low-value items. Using a tracked parcel delivery service means you get proof of delivery – usually a signature scan – to show that the item was received. So what can you do to tackle the ‘item not received’ scam? Here are some suggestions: Use Tracked Delivery If the hours on the phone start to rack up, you may find it cheaper to write it off – even if the fraud is clear. Without documentary evidence to back you up (and sometimes even with it) the claim could go either way.Īt some stage you have to consider how much your time is worth. Even if you feel certain that a claim is false, you still have to go through a potentially long-winded process with eBay or Amazon’s seller support team to deal with it. If they hadn’t been contacted, those sellers might never have realized they were being scammed. ![]() We contacted other sellers who had left automatic feedback for the same buyer, and guess what, they had been told the same story. In another forum thread, on the topic of buyer scams, Bigian13 said:Ĭustomer claimed they had not received their item but had ordered several items from other eBay sellers and they had all arrived. Many sellers have stories of customers falsely claiming their item was not received. It’s an easy thing for dishonest buyers to exploit. Postal services around the world certainly do lose post – out of the billions of items handled every year, even a tenth of one percent loss rate means millions of items disappear each year. By obtaining a refund or replacement they effectively get the goods for free, or obtain multiple items for the price of one. One of the most irritating tricks bad buyers play is saying that they have not received an item. In this post, I’ll look at some common examples of buyer fraud, talk about steps you can to take to help prevent it, and explain how you can increase the likelihood of cases being resolved in your favor by eBay or Amazon. But it isn’t victimless if you’re losing money and having your reputation damaged in the eyes of the marketplace. A significant number of buyers are tempted into scamming the system, often believing it to be a ‘victimless crime’. In a Web Retailer forum thread about outlandish reasons given for returns, member Easiliving said, “We once had a customer return an eye patch because their kids thought they were being invaded by pirates!”īut bad buyers are not often a source of amusement. Some of the reasons for returning an item can be downright funny. At the other end of the spectrum, buyers have returned parcels packed with garbage instead of the item originally sent, or submitted completely false ‘item not received’ claims. These customers might claim that their goods didn’t arrive on time, or wear clothes to a party before returning them as ‘not as described’. Almost every experienced online marketplace seller will have a story of how some smart – or not so smart – bad buyers have attempted to trick money or goods out of them. ![]()
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