New Ebay Buyer Claims Stamp Not In Parcel

Was looking for feedback on how to handle this situation. I had a buyer claim that the stamp he purchased (250.00) was not in the envelope. This is a new buyer.
All my orders over $75.00 are sent with tracking in a 5x9 manilla envelope with the stamp in as 104 card along with a packing slip . The item is between two cardboard fillers. I had sent over 10,000 orders and this is the first time a party claimed the item was not there. I checked and rechecked my stock. I know the item was there when it left here. He did not save the envelope which I asked for to open up a claim at the post office. Just looking for opinions . Am wondering if the buyer is a scammer trying to keep the item and get money back also ? ebay looked into the matter and said that the item was received.
Thanks Mike

Mike,

Tough situation - I can feel the pain.

I would refund and then block them. I would not automatically assume the buyer was trying to scam me, but I would not give the buyer another opportunity with me...

Fact is, things go wrong and things get lost. What makes this situation unusual is that the buyer got the envelope. Usually in these cases, it is delivered to someone else, who, instead of making sure the correct person gets the envelope, either destroys it or keeps the item for themselves.

It works both ways. What is to stop a con-artist seller from shipping something which is not what the buyer bought, getting tracking, and then standing on the fact that the item shows it was delivered?

In such cases, I believe it is worth taking a hit to preserve your good reputation.

I can also understand a seller being against taking the hit when they suspect foul play.

It is not an easy thing to resolve.

John

Yet so far this year, I have received two or more sending from one seller because either the order was not in the first sending or the entire order was not in the first or second sendings but the third sending made the purchase complete.

That said, as a seller, you can easily set up a video recording device to record the packing and closing of the envelope to show the contents were correct when sealed if the value is high enough to be a concern for you.

So ebay said "the item was delivered" but that does not mean the item was inside. If the buyer pushes for a refund you still might be forced to eat this. Also, if you had the material to file a USPS loss claim, they may not handle it in time to prevent an ebay forced resolution refund.

That dog don't hunt since there is always a break in the chain. At what point do you stop recording? Do you have uninterrupted footage of the packaging and delivery into the hands of a USPS employee. Hardly a sane or easy task to accomplish. There is no way to prove beyond doubt that the item was in the package up until the moment the recipient opened it. The question becomes what did the package look like upon receipt and was it tampered with.

There is no easy way to prove anything either way thus the reason for insurance AND trust. Trust being what makes the wheels go round.

Had my first loss in 20 years.
My Mint Aussie stamps did not make (SCF member Victor) in Belarus.
It was always a risk.

100% scam.

The buyer didn't keep the envelope? Sounds like a complete scam. Block the dirtbag.

Sounds like a scam to me.

Exactly this. File under "Fool me once..."

This assumes that the item was indeed in the original package. Mistake do happen and I posted about this same situation a few weeks back where the seller insisted the item was in the package when it was proven later that it was not.

By immediately cutting off the buyer you lose any possible opportunity to make money on them. I would not cut them off but rather would take care if they ordered again including sending a message through the ebay system (before shipping) to the buyer stating that they had previously been an issue and that you have made sure that this new order has been photographed and packed with verification.

If you had this in place, and they made a second claim I think that ebay would stand behind you and not the buyer.
Don

I would not refund the buyers money. Most likely the buyer will still leave you negative feedback.
Have you looked at his feedback left for others? In my experience this is very telling as to the character of the buyer.
As far as ebay is concerned the package was delivered, end of story.
If it where me, I would report the potential scam to ebay, block the buyer and move on.

And this statement is patently wrong, you did this to me just a few months ago.

After selling me an item, I got your package and there was nothing in it. I contacted you and you said that 'the stamp was in the card when shipped".
A week later you reposted the item that I had already purchased and you said you were sure that the item had shipped.

Edit:


You listed the missing item a few weeks later and I contacted you and we had this exchange.


So yes, you have previously done this. To your credit, you did not cut me off and made this situation right.
That is the kind of seller that I support. We all make mistakes. Cutting someone off means that you will never make your money back on the original purchased from them. And who knows, perhaps your helper messed up and you guys will find the missing material like you did in my case.
Don

Wow, just wow.

Don, I appreciate your posting(s) - ties it up quite nicely...

John