ebay issue- suggestions?

[Auryn]

I need some more minds to give me ideas of what I should do.

I have been selling on ebay for almost 10 years- I have a 100% positive feedback- never had a problem.
This summer I have been selling those feather hair extensions that are so hot right now- no problems- until now.
I sold one set of feathers at the beginning of august- I mailed them out on the 9th by first class mail.
I just got an email from the buyer that they never got them and are requesting a refund.
Everyone else whose packages I sent out that day got their stuff.
The buyer refused insurance and delivery confirmation.

I am already starting to move away from ebay over to etsy because the etsy fees are so much lower than ebay.

What do you guys think I should do??
this sale was weird from the start because it was a guy buying the feathers- in over 50 feather sales i never had a guy buying them until now.

[PollyPoPo]

I've never been a seller in any way, only a buyer, but ... my 2 cents worth.

Depends on how much money is involved - unless it is going to really, really hurt you, just do the refund, keep track of who the buyer was, and decide whether you want to deal with him again. 

Figure out what your time is worth relative to the money involved - you have already spent time reading his e-mail, researching the transaction, and writing this post, etc.  Is it worth bothering with or cheaper to just write it off as cost of doing business and move on to the next customer.

As a buyer, I weigh the cost of returning the item (like gas if I have to drive to the store), the cost of my time, and the aggravation factor - I seldom bother.  Humph, in reviewing register receipt when leaving grocery, I will not even bother to go to customer desk for any discrepancy less than $1 unless I have other business there - not worth the wasted time.

Polly PoPo

[DonaCatalina]

The company I work for would explain that shipping insurance was standard policy on all shipments and if he specifically refused insurance and delivery confirmation then it was at his own risk.

[arbcoind]

His problem is with the USPS, not you.  You did exactly what he wanted.  You don't "deliver" the mail.  That's why I don't use the USPS for our small shipments.  UPS is more expensive but you get a guarantee and tracking.

I purchase a great deal from Esty and have always had a positive experience.

Gina

[Ferret]

Depending on amount. I would probably refund. My reputation as a caring seller was greater than a moron or two.

Now whether you refund or not, I would block him as a bidder on future items.

Ferret

[Merlin the Elder]

Yeah...I'm curious as to how much is involved. In the future, I would suggest what the Doña's said. It's either that, or you insure anyway and eat the added cost.

[Betty Munro]

USPS gives tracking numbers and insurance and delivery conirmation, just like UPS and FedEx, you just have to ask for them, and it does cost a little more.  If the buyer specifically refused delivery confirmation and insurance, then HE took the risk, not you.  However, how horrible would you feel if you found his envelope under your car seat 2 months from now???  I agree that it goes to cost of the item.  I would not replace a bodice that cost me $30.00 in material and a week of my time, but I would replace a muslin chemise.  Again, going back to the buyer refusing insurance and delivery confirmation, I would insist that the buyer pay shipping, and this time it HAS to include insurance and delivery confirmation.  I would not offer a refund.  If he wanted the item in the first place, then he still wants one.  If he's a fraud, let him end up with 2 for the price of one, not one for free. 

[Merlin the Elder]

...  I would not offer a refund.  If he wanted the item in the first place, then he still wants one.  If he's a fraud, let him end up with 2 for the price of one, not one for free. 

Good point, Betty.

[Auryn]

Thanks for all the good points and the slap of reality.
it is only $10 but because its never happened to me before it kinda threw me for a loop.

I know specifically that it was mailed out because I handed the envelopes to my mail man, and all the others that were in the group got to their destinations just fine.

i emailed him this morning- about 20 min after he emailed me, and I haven't heard back yet.
We will see how he responds to my original email.

thanks guys