whose responsible for Parcel loss??

[ghawriaxe]

Dear all,

I sold an item as (Private user) in Germany on the local ebay website (Ebaykleinanzeigen) and provided the buyer with the tracking number for the parcel, which was shipped by (Hermes). For some reason the parcel was lost by Hermes, but I stayed in contact with the buyer because I wanted to help him and be friendly.

I called Hermes, complained, and tried to follow up, but at some point it was too exhausting for me so I sent the buyer a form to fill out and send to the shipping company (Hermes), but then suddenly and surprisingly I realized that he issued a complaint against me on Paypal  claiming that the Parcel hasn't arrived. Well I updated the parcel status immediately to 'shipped' and provided the tracking number and asked him to kindly contact Hermes, because I can't help.

I was surpriced that he complained before refering to me, because he has my contact info and I was always kind to him!

I found it very unfriendly and mean!

My questions: Am I obliged or responsible to do anything regarding this loss, or to complain against the shipping company? or it's the buyer task to do that?

I prefer to ignore the buyer and stop helping him because of his behvior, is this right?

my money is held at the moment, how can I have it back?

Thank you so much for your support.

Best regards

Salah

[kernowlass]

@ghawriaxe

So a buyer bid and won and paid for an item from you and did not receive it?

So why do you think that you should not refund the buyer?

If you bought something from Amazon and did not receive it would you be happy if they just said, sort it out yourself we shipped it???

Its up to you to prove DELIVERY of the item to the buyer or refund them.

Then YOU can claim off your postage services / courier to recoup your losses.

Why you think the buyer has to do the hard work defies belief.

[DPCreations]

If not delivered, your obligation is the refund all costs to the buyer or reship at your expense.

[ghawriaxe]

Dear Dpcreations,

thank you so much for your reply.

It's not deliverd, but the mistake ist not mine.

The shipping  company admitted that they lost the parcel and it's their fault.

So I see the buyer fully in the safe side, and maybe will receive insurance money back more than the money he paid.

[DPCreations]

@ghawriaxe

Whether the mistake was yours or not, you, the seller, are still responsible to your buyer.  In a way it is your mistak when you selected a carrier that could not deliver.  Next time select a better carrier.

It is still your responsiblity to refund all to buyer.

Since the carrier didn't deliver you MAY be able to recover from the carrier.  If you had purchased delivery insurance you could also collect.  But you still have a reponsibility to immediately refund all to buyer.

[ghawriaxe]

Dear Kernowlass,

thank you for your support and reply, which wasn't  so okay writtin  and seemed a bit unprofessional to me.

No, the buyer did not bid, it's the local Ebay website as I mentioned in my previous post, very different from the Ebay you know.

I actually have mentioned that:

1- it's a (private Deal) so absolutely incomparable to the Amazon example you've given!

2- it's a parcel with tracking number, which automatically means in Germany that it's insured (up to 500 € with Hermes)

I never said I think the buyer has to do the hard work, I'm actually only asking whose offecially responsible for doing this work!

I already followed up with the company  for him, called them (fee required calls), and linked him with them, which I consider very friendly, but maybe he misunderstood that!

It doesn't deserve this whole work for me, because it was a (New nike shoes that I sold for 40 € which costs actually 130 €!)

So it was not the real deal for me!

Anyways thanks for your try to help.

Best regards to all..

Salah

[kernowlass]

@ghawriaxe

I don't need to be professional, this is not my job.

I can give my personal opinion just as you can.

If the buyer has filed a dispute for non receipt of item and wins, you will have to refund.

Then you can claim from your courier.

[lancelotme]

The seller is responsible to deliver the goods  to the buyer in good order.

Refund the buyer in full and go after the carrier (HERMES).

In US,if seller ships via Post office,he will contact post office to trace the package,depends on what kind of shipping he used,he is covered up to $100.

Or he can purchase insurance either with the carrier or third party insurer up to the full amount.  

Since he has open a case of item not received with Paypal and you have uploaded tracking,either one of you can escalate to get Paypal review,if tracking doe snot show it has been delivered to the buyer address,Paypal will refund him in full.

Then you will go after Hermes and see what they can do for you.  

[lancelotme]

Dont waste your time arguing with us,we are just members of Paypal like you.

Your buyer has open a case,if tracking does not show it has been delivered to his address,the case will close and payment refunded to buyer.

Time would be better spent trying to find out where the package is,if no one knows,then get ready to file claim with Hermes.