Silk Road forums
Support => Customer support => Topic started by: TheCandyMan on September 24, 2013, 01:20 am
-
For starters, as a vendor I have never even come close to a rating less than 5/5. I've been commended countless times on my stealth and shipping, which I must say is top-notch. But now I've run into a buyer that reaks of scam.
About 10 days ago, this buyer ordered all that I had left in stock for one of my items, a pretty hefty order to say the least. As usual, I sent him a message and thanked him once I dropped his package off to be shipped, and continued on with my sales.
A few days later I checked the tracking number, and the order had confirmed that it reached it's destination. Days continued to pass, and I was under the impression he was just going to let it auto-finalize since he had not replied to anything since day 1.
To my surprise, when I logged in the other day he had sent me a message that it had not arrived, and asking if I had a tracking number, or could confirm the shipping address. I told him that I did have tracking, but would rather not dispurse it to him, but would gladly send it to vendor support just to be secure. I then gave him the city and zip from the tracking, but obviously could not supply the rest because vendors are not allowed to keep any buyer info following confirmation.
When I logged back in, he had added it to the resolution center, saying he would take half the money back since he did not receive it.
Now I'm in a really sticky situation. I have detailed logs containing order info and tracking labels for all of my transactions, including this one, which indeed confirms delivery a few days after it shipped, just like all of my other orders to date. I also ALWAYS copy and paste the address provided by the buyer, so in the off chance that he did mess up his address, that's on his shoulders.
I did my part 100% and am out a significant amount of product, and feel I should not have to refund half of his money when the tracking confirms the package was delivered succesfuly.
But then there is my flawless reputation that I have gone above and beyond to maintain. If I don't refund his money I'm sure he is going to take it out on my reputation, and I don't think that's fair when I have a tracking number confirming it was delivered.
What do I do?!
-
If what you described is an accurate portrayal, I'm sure resolution will side with you and yes the buyer may raise a stink but I personally, seeing your explanation and the fact that the resolution sided with you (if that comes about) would convince any reasonable buyer that you are probably in the right.
I understand not wanting bad feedback, but how far are you willing to go? Stand up for your principles and your business or cave in to potential scammers?
Gotta trust your vending and the tracking, in my opinion.
-
If the tracking says delivered that is normally an end to the matter.
Let it run through resolution, state your case there in a factual, succinct and non emotive manner and off a 0% refund. Your standing along with the buyers will be considered by the SR admins but they would be unlikely to rule against you based upon what you have detailed.
I am sure the buyer has a very different version of events though, you will just have to leave it up to the admins to adjudicate if the buyer insists on a refund.
-
I somehow missed this originally, but in the resolution I just realized he has only been a member for 21 days and has made 0 purchases.
I'm hoping that's game, set, match..