I just thought I'd share my latest experience selling a rather expensive item on eBay so hopefully others can cover their ass and avoid potential problems themselves.
I sold some camera mounting gear and ended up with just 1 bid (it was pretty specialised gear so it wasn't ever going to drum up any significant interest anyway). The item sold for AUD$800 which is still half the price of a second-hand product from B&H Photo & Video. The address of the successful bidder was listed as being in Romania. This started to ring some alarm bells straight away (not that I have anything against Romanians but something just didn't sit right).
In any case, the bidder paid for the item using Paypal and a few messages were sent back and forth. I confirmed with him twice whether he wanted to pay extra for insurance against loss or damage during transit. Both times this was declined. Fair enough, that's his call. I made sure I read up on both eBay and PayPal seller protection policies to ensure I had covered myself in case this guy tries to claim the package never arrived.
Some time later, the item was delivered and I get a message from the buyer claiming that a part was missing. Coincidentally the part that was "missing" happened to be the most expensive, heaviest and bulkiest part of the entire system. I called Australia Post and DHL who confirmed that the entire weight of the package hadn't changed the entire way through the delivery process and that weight matches the combined weight of the components plus a bit extra for packaging.
I knew this guy was full of it so armed with this information, plus his signature accepting delivery of the package and that fact that he had declined insurance, I explained to him that I won't be processing any refunds or discounts and that if he had an issue, he should take it up directly with DHL in Romania.
The next day, the "missing" part was magically found inside the box (even a blind person would have found it first go). He left positive feedback on my eBay profile and that was that. A positive outcome for me. Turned out he just wanted something for nothing and was willing to lie about it.
I guess the points I'd like to make are:
- Read and familiarise yourself with the eBay and PayPal seller protection policies before sending anything. If you don't comply with them and the buyer claims they hadn't received an item, they can lodge a claim to have their money refunded through PayPal, leaving you out of pocket.
- Always use a shipping product that allows for end-to-end tracking and a signature upon delivery (this is required as per the policy).
- Take photographs of the packed item(s) before sealing the box.
- Shipping receipts must show the destination address. Keep a copy of them!
- The seller is not responsible for loss or damage during shipment if the buyer declines insurance. Don't pay for this out of your own pocket.
- Only ever send items to the address shown on the buyers PayPal account (not the eBay account). If you send it anywhere else and the buyer makes a claim, the refund will be honoured in favour of the buyer.
- The seller is not required to honour returns or refunds for auction items if the buyer changes their mind however sellers may be bound by consumer law for 'Buy it now' listings.
- Go with your gut instinct. If something doesn't seem right, it probably isn't.