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Ina Steiner on EmailIna Steiner on LinkedinIna Steiner on Twitter
Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

One thought on “EcommerceBytes Soundoff: Letters to the Editor – October 13, 2019”

  1. Regarding Shop Airlines America: I’ve never had problems with them, but they are one of the larger freight forwarding agencies.

    Forwarded items are specifically excluded from the eBay Money Back Guarantee (see “• Items shipped to another address after original delivery” under exclusions in the T&Cs for the MBG.

    I’m not sure based upon the dates whether the items had been forwarded overseas by the time that the claim was raised or whether they were still at the US re-origination warehouse. If you can get them to state that they had been forwarded then you can call eBay CS and have them close the case on the basis that it is not covered regardless of who may be at fault. That removes the threat of negative feedback (although usually the freight forwarders only ever leave generic positive feedback it seems) and you can then negotiate an equitable settlement. You would want to bear in mind that the buyer can probably still have another couple of dips into the dispute process via PayPal and/or a Credit Card recharge request.

    When dealing with items that I believe are being forwarded (usually easy to spot with delivery locations very close to LGA, JFK, MIA and LAX airports etc) then I ask where the item is now so that I can prepare a prepaid return label. If they go on the record and say that it’s been shipped somewhere else then I can get on the phone to CS to try and close the claim as far as eBay is concerned.

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