Hello all, I have been making some sales on Cardmarket. Now for the first time a buyer says that he did not receive my shipment. I sent it on 3 december, so i urged him to wait a little longer. But what if it does not arrive? Do you guys think I should gif him a full refund?
I did not sent it with track and trace since it was an item less then €25
What the heck, I too have shipped a card on December 3rd and hasn’t been delivered, and this was my first undelivered item as well.
Anyways, cardmarket policies state: “The seller is obliged to shipment of the merchandise within one week after receiving payment as well as to apply the mode of shipment chosen by the buyer.”
If the buyer chose an untracked shipping method and you shipped untracked you are fine in theory. When placing an order on cardmarket the buyer has the chance to select a tracked method, so the responsibility falls of them for choosing an untracked one.
Out of courtesy you could decide to refund half the cost of the order and split the loss but you are not forced to, I definitely wouldn’t do a full refund.
I don’t know how familiar you are with cardmarket but if you get a certain amount of complains that shipments didn’t arrive, cardmarket will display a warning sign next to your name and from then on you’ll only be able to ship with tracking until the amount of lost shipments falls under a certain percentage. Refunding a lost shipment will not be counted as a lost shipment. If you only partly refund a shipment, it will be counted as lost.
That being said, I always refund shipments that are under 5€ since it’s just not worth the hassle. Everything above that I just offer a partial refund except for countries with slow postal services (Italy and Greece). If I shipped to those countries I wait a bit longer until I offer a partial refund.
I do block everyone that claims a shipment hasn’t arrived afterwards.
From where and to where did you ship? It’s lockdown in some countries, as well as the holiday season, so one month shipping time isn’t too far-fetched imo depending on the countries. From Italy or Spain to me (The Netherlands) takes about 2.5-4 weeks right now for example. If it would be from Germany or Belgium to me, one month would indeed be pretty long.
As for the refund, you could either fully refund or partially refund. Up to you I guess. And it also depends if the buyer opened a case or not.
Greetz,
Quuador
You are running the risk of him giving a bad feedback, but you don´t have to refund in this situation. Really depends on the case, if you feel he´s genuine you can work something out with him, if not just mark it as a loss.
Unless you have lost many shipments already, it doesn´t really matter - if you´ve lost too many, people can only order insured from you.
I´ve personally given full refunds up to 0 refund depending on what the exact matter was.
Less than $25? I’d just refund to not get the negative feedback and ask if the card eventually shows up for him to let you know (50/50 if he will).
Thanks all, I think I’ll wait a few more days/weeks to see how it ends. And to see what the buyer wants. If he insists I’ll think I offer a 50/50 refund.
Situations like this I just refund and block the buyer going forward. Not worth bad feedback. It could be that he really did not receive it or he could be a dishonest person this is the risk you run without paying for postage with tracking.
The usps is backed up. Ask for more time and if it doesnt arrive refund.