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Buyer reports "item not received" and is demanding payment from me because of a box that was too large?
Summary: The discussion centers around a buyer reporting a "not received" item while also requesting compensation for a package deemed too large. Various participants engage in the conversation, addressing the peculiar situation and sharing their perspectives on resolving such disputes effectively.
Hello, please help, Item no.: 178038416638
a buyer won 3 auctions from me with a total of 13 (!) different model railway carriages. I sent these as combined shipping with DHL in one package - 5 kg, immediately after payment was received. Buyer’s note "Good day! Please pack the item securely and compactly! Thank you very much" I did that too, each wagon individually in bubble wrap, stuffing, etc.
The package also arrived 2 days later!
Yesterday the buyer reported a "item not received" case with the text that the box was too big and that he therefore had to make an additional payment to the delivery person, and that I would have to cover that !?
But that can't be right. The package was definitely not over the permitted size of 1.20 m x 60 x 60 cm
My post office would certainly not have accepted such a package
Ebay now wants the tracking number, but it is stored on Ebay and the shipment history can be viewed. Apparently, however, the buyer wants money for his "supposed additional payment". How should I respond? Thank you for any advice
verena@ebay
Mentor3 months agoHello @oldies-ontour,
thank you very much for your post!
You don’t need to worry about the claim regarding an item not received. You have provided a tracking number that proves delivery, and your buyer even confirmed receipt themselves by message.
Please get back to us about this on May 14 so that we can close the case.
Regarding the additional payment mentioned by your buyer, I would also recommend, like @perfect-sally, asking for a receipt. Without proof from your buyer, it’s very hard to figure out where a mistake may have happened. With a receipt, it would also be possible to ask DHL again explicitly.
Best regards
Verena
oldies-ontour
OP2 months agoHello, it’s me again,
I’d like to come back to your offer: "Feel free to get back to us about this on May 14 so that we can close the case".
Could you please take care of this, as I can’t close the case on my own “because of an item not received”. It still keeps asking for the tracking number. But this was automatically stored on Ebay after I printed the shipping label.
Many thanks in advance
perfect-sally
Mentor2 months agoHello @oldies-ontour
there is no MA present today anymore, please get in touch again from tomorrow morning and we can mark it.
oldies-ontour
OP2 months agoHello,
Thanks, perfect-sally, for the tag. I’m reaching out again in the hope that a staff member is present who will take a look at the open case. I’m still getting the request from Ebay to clarify the case by 13/05 by providing the tracking number. This has already been stored with Ebay from the very beginning, since I printed the shipping label through Ebay. I have already responded 3-4 times in the case itself, and the buyer has now written again: "The package was packed very compactly, which meant that I paid twice as much for the delivery of the package. I am requesting a partial refund of the shipping costs." By the way: I called DHL and had them explain to me WHEN a recipient has to pay extra. The answer was, only with cash on delivery! Delivery drivers are not allowed to just collect money like that.
I ask Ebay to close this case because of "an item not delivered", as I did not make any mistake in shipping and packed it properly.
perfect-sally
Mentor2 months agoHello @oldies-ontour
I'm tagging @samantha@ebay she'll take another look at it. Thanks Samantha 🙂
oldies-ontour
OP2 months agoThat would be super great, thanks perfect-sally 🤗
oldies-ontour
OP2 months agoGreat, now the buyer has reported "an item not received" again on the other 2 auctions they won. It was combined shipping and all 3 auctions were sent in one package, consequently under the same tracking number. The package was already properly delivered on 22/05, according to tracking 🤔
perfect-sally
Mentor2 months agoDidn't you enter the tracking number for all items?
@samantha@ebay didn't my mention from about 2 hours ago go through?
perfect-sally
Mentor3 months agoIf you are sure that the box definitely did not exceed the dimensions and weight, which actually shouldn’t be possible with this item, I would firmly refuse. Ask for the receipt 😉
You actually don’t need to worry about an item not being received if you have entered the tracking number.
oldies-ontour
OP3 months agoThanks for the quick reply. In fact, I’m completely sure, and the weight definitely isn’t an issue either, and with DHL’s dimensions of 1.20m length! x60cm x 60 cm the postal worker would have waved it off right away, since a piece of furniture could fit in there The shipping label was printed via Ebay and marked as delivered. I also called DHL customer service, who told me that only cash on delivery is collected ....and that if there had been an oversize issue, the package would have automatically come back to me.
The idea with the receipt is very good, thanks ! Let’s wait and see, because as I could read here among other things, the customer always gets their way ?
hasjana
Mentor2 months ago◇◇◆◇◇◆◇◇
of course the "postal clerk" has to accept packages with 120x60x60cm too - and at 5kg this size would certainly result in an additional charge, since the girth may only be 300cm
with 120x60x60, a 31.5kg package has to be paid for, even if the actual package weight falls into a different weight class
oskar_der_wikinger
Mentor2 months agoHey @oldies-ontour ,
as long as you stayed under 120x60x60 cm and the weight limit of 5 kg was observed, you should be safe.
But make sure you didn’t accidentally label it as a 2 kg package, because those dimensions are 60x30x15 cm and then you could run into a problem.
oldies-ontour
OP2 months agoHello, thanks for the table. As written : "My package was, by the way, approx. 50cm x 40 cm, weight incl. packing material was at most 3 Kg"
I probably’m not allowed to upload the shipping label here as proof, right ?
Why doesn’t it actually show the weight there, maybe encrypted in the QR code ?
Sorry, I do have one more question now: Would there be a note in the shipment tracking if an additional payment had been made by the customer ? I was told by DHL over the phone: A fee is only charged by the delivery person to the recipient if it is cash on delivery, and that was definitely not the case
oldies-ontour
OP2 months agoHello, you're right, I've just checked again on the DHL page:
DHL parcel 5 kg up to 120 x 60 x 60 cm - Max. girth (= L + 2 × W + 2 × H) 300 cm
By the way, my parcel was about 50cm x 40 cm, including packing material it weighed at most 3 kg
However, I'm wondering about what Google says for the following search terms: "maximum girth DHL": The maximum girth for DHL parcels (domestic) is 360cm. It is calculated as length + 2 x width + 2 x height Standard parcels are allowed up to 120 x 60 cm. So this statement from Google would be wrong then, right ?
hasjana
Mentor2 months ago◇◇◆◇◇◆◇◇
it just depends on where Google - or whichever search engine / AI - gets the information from (addendum: and how the question is phrased)
the maximum size for standard parcels is 120x60x60, but there is the restriction of girth X up to Y kg .... by the way, that's nothing new, it's been around for many years / decades
most people are also lazy and google it instead of going directly to the shipping company (or the respective company the question is about) and searching for the answers themselves on the homepage ... although I of course do occasionally "google" things too, I’m not excluding myself from that
oldies-ontour
OP2 months agoHello, I first opened the DHL page. It also says everything clearly there, including the girth size. It doesn’t have anything to do with my case now, but I see a contradiction in the DHL description:
Calculation max. girth size (= L + 2 × W + 2 × H) 300 cm to the specification:
Maximum size for parcel up to 5Kg : 120cmx60cmx60cm
Sorry, either I’ve gone crazy now or I can’t do math anymore, because if I go by the girth size calculation, I get 360 cm and not 300 cm 🤔