I want to be a good online seller. How casually should I give a refund?
March 23, 2012 6:45 PM Subscribe
What's my responsibility to a buyer who I shipped to in good faith, but he claims he didn't receive his item?
posted by Infinity_8 to shopping (7 answers total) 2 users marked this as a favorite
I sold a book on Amazon and shipped it with all due speed and care. The buyer claims the book never arrived, but instead he received a damaged package with a "WE CARE" sticker on it from the USPS and a case number; supposedly the package was damaged in shipping sufficiently to cause the book to escape, and another book was in its place.
I am certain I shipped the correct book, and furthermore the book he is claiming to have received -- with my packing slip enclosed -- is a book I never heard of, much less owned.
What's my obligation here? It's only 15 bucks so I could probably just eat it, but I'm wary of being scammed.
Mea Culpa Filter: I didn't ship the book insured. If I had, this would all have been a non issue, right? Does that qualify as sufficient negligence for me to simply eat the 15 bucks?
Regardless, if I'd bought the book, I wouldn't be coming after the seller in this instance. And my buyer is certainly being cool about it -- when it happened over 4 weeks ago, he sent a buyer communication that was politely worded informing me of the situation, and just now he started a "where's my stuff" query with Amazon.
(I responded politely and non-defensively except insofar as to say I know I shipped the right stuff, to his initial inquiry and gave my phone number with encouragement for the case worker at the USPS to call. I haven't heard from the buyer or the USPS case worker.)
Is this a known scam type behavior? Should I just give this guy a refund and hope something nice will happen to me later on down the road? Should I just let Amazon justice take its course and go along with whatever they decide?