What's the right thing to do?

[apex003]

Sold an expensive pack to someone. FedEx shows it was delivered but he says he didn't get the package. He says he asked all the neighbors and still no package. What's the right thing to do?

Refund his money, minus shipping?

Say sorry but I can't be liable for FedEx error?

Assume he's trying to scam me and actually got the package?

Something else?

 

[JsL30629]

Dumb answer, but did you ask if he has security cameras? They're pretty common nowadays.

 

[apex003]

Didn’t ask that..

 

[windlasher]

Sold an expensive pack to someone. FedEx shows it was delivered but he says he didn't get the package. He says he asked all the neighbors and still no package. What's the right thing to do?

Refund his money, minus shipping?

Say sorry but I can't be liable for FedEx error?

Assume he's trying to scam me and actually got the package?

Something else?

Fedex; ASK fed-ex yourself to trace the package, Often they have proof of delivery.. I.e. pictures. If it were truly an expensive pack, he needs to file a police report and provide you with a verifiable copy of it. If he refuses to do that then I'd be suspicious.

 

[Kremis]

I find that most people when selling explicitly state they are not responsible for fedex problems along with all their doa stuff etc etc

If you said that, then I would go with not responsible for fedex issues

otherwise, confirm with fedex that the package was delivered to the correct address.

 

[apex003]

I told him “standard DOA” but didn’t really address FedEx error explicitly...

 

[marioensf]

File with FedEx; these days delivery personnel leave packages way too often right on the street for anyone to grab some “freebies”.

 

[Dennio]

this just happened to me. Bought some stuff online, fedex showed it as being delivered to the address, but i never received it and none of my neighbors saw it. Seller refunded my purchase completely. It sucks but when you ship coral you're taking the risk of delays and losses. If you never explicitly said anything, then its your call but its more of your "rep" online to sell future coral.

 

[dattong]

Sold an expensive pack to someone. FedEx shows it was delivered but he says he didn't get the package. He says he asked all the neighbors and still no package. What's the right thing to do?

Refund his money, minus shipping?

Say sorry but I can't be liable for FedEx error?

Assume he's trying to scam me and actually got the package?

Something else?

It happened to me 8yrs back that FedEx delivered my clean up crew order to a house that's a block away. I checked the delivery status and it showed delivered but I never got the package. A few days later, the neighbor brought the package to my house but everything was dead inside. Saltwaterfish promised me to give me store credit instead of refund, a few months later when I called in to use it, the lady (the owner I think) told me that she couldn't find any info about my store credit. So I couldn't do anything but took the loss. I've never purchased anything from swf since then.

 

[illuminata]

What I did last time was standard doa 100% back. Carrier fault/delays 50/50. We agreed upon this before I shipped out because it was a large amount and I wanted to put myself in the buyers shoes (corals arrived fine) -- This scenario is kind of in the grey area which sucks but it falls closer to a carrier fault.


Sucks cuz anyone can just say their item wasn't delivered but I'd like to think people aren't that shady : O

 

[CoralsAddiction]

I think it’s natural to distrust someone in this case but packages get stolen all the time. Also, I once shipped a pair of expensive wild caught Onyx clowns to a gentleman in FL and the UPS driver left the package by his garage rather than at the front door. Has the buyer checked around the house for the package?
When you buy something on eBay, proof of “delivered” status is typically enough to satisfy sellers obligation.
If it sounds like the buyer is genuine and has exhausted all his options, perhaps send him some corals of equal value at no charge (or at hefty discount?) but charge for shipping again? At least you get to keep cash he paid previously.

 

[RastaFan]

If the buyer has good reviews and sounds genuine, i would refund the coral's value less shipping, or replace the corals and buyer pays for the new shipping. I think buyers really appreciate when sellers takes initiative when these shipping errors occurs. Just keep the communication lines open.

Just my 2 cents though, for sure you'll figure it out.

 

[windlasher]

Like I said. If FE can’t trace it and it was truly expensive, say $200+, have him file a police report. Most people aren’t willing to file a false police report. If he does, refund minus shipping.

 

[saul831]

Earlier in the year I bought some coral from an eBay vendor. FedEx decided to delay the package by two days. After contacting the seller he stated he was not responsible for FedEx's delays. He did how ever, agreed to include some extra corals if I ever re-ordered from him.
It's hard for you to be responsible for other companies mistakes. On the other hand, you did decide what shipping company to use.
In my opinion I think splitting the loss between the buyer and seller will always work. But then again who is stopping me from ordering expensive corals and claim I never got them to get my money back.

 

[Centurio]

Split the baby down the middle.

 

[windlasher]

Earlier in the year I bought some coral from an eBay vendor. FedEx decided to delay the package by two days. After contacting the seller he stated he was not responsible for FedEx's delays. He did how ever, agreed to include some extra corals if I ever re-ordered from him.
It's hard for you to be responsible for other companies mistakes. On the other hand, you did decide what shipping company to use.
In my opinion I think splitting the loss between the buyer and seller will always work. But then again who is stopping me from ordering expensive corals and claim I never got them to get my money back.

Whaaaaat. People would never do that.

 

[rolfkern]

I have not ordered/shipped corals, but I used to buy and sell expensive captive bred reptiles - single shipments were often over $1k in livestock. FedEx is far and away the best shipping company I've used for live animals, but they can and do make mistakes. After a couple of near misses, I settled on only using fedex's "hold at facility" option. Its a little less convenient for the receiver, but completely removes the home delivery variable, which is a huge plus for the critters in the box.

 

[Chalu]

Its a two way street; the buyer placed confidence in you by paying upfront. I've bought and sold a lot of dry stuff/live plants online from strangers... 99% of the time any shipping issue is genuine - shipping company delivered a broken or delayed package or someone walked away with the box.

I've never bought corals online but bought expensive corals in person - and not all corals live past the first few days, if the communication experience was nice I bought from that person again.

In a small/closed market place like RC your good reputation will bring you more buyers, my 2 cents