Package Delivered Customer Won't Even Cooperate--What would you do?

I agree that this situation doesn't seem to pass the sniff test. Asking the buyer to go through PayPal is absolutely reasonable. It's a service you pay for to be available for situations just like this. I've ordered from ksf before (and always been quite satisfied) and I've seen nothing here to make me hesitate to continue to do so. I suspect most any reasonable buyer would feel the same.
 
An incident such as this can be a down right Goat Screw. Being as the item was scanned Delivered. the customer should first contact the delivering office immediatly and talk to the the carrier .
 
If the customer paid via PayPal, refund via PayPal. If the customer refuses to cooperate with the system he paid with, there's nothing else that you can do as a vendor.

The customer/this situation seems a bit fishy. KnivesShipFree has always been a reputable company every single time I've dealt with them.
 
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I was a complete pessimist before becoming a knife peddler. So in these situations I nearly always assume that someone is trying to put the screws to me. But in my old age I have figured out that the vast majority are just misunderstandings. Albeit sometimes misunderstandings with someone that is as hard headed as myself, but misunderstandings nonetheless. Even though situations look exactly like the way a crook would handle it, most times they are just people that have a different opinion. Missing delivered's do happen more often than they should as carriers put them on the wrong porch or in the wrong box; and some even steal them as sad as it is. But as a great seller, you have done the right thing. Put processes in place that protect you and the customer and just follow to completion. I'm sure you will be told they will never do business with you again; but sometimes that is not a bad thing. If you do decide to start refunding items the government says it has delivered without any kind of accountability process, buckle up.
 
I agree with sticking to PayPal's process. Both the seller and the buyer should be protected as far as possible in an Internet sales deal. PayPal has procedures in place to do that. That's one reason that KSF takes PP and it's one reason that buyers use PP. Nothing works right 100% of the time, but PP is probably the best that's available.

KSF is an honest company run by honest people... that I know from experience. The buyer might be an honest person as well. If so, they should work through PP to resolve this. KSF has no obligation to do anything else and it really doesn't make good sense to do anything else.
 
banksy said:
No reply to this question?

Don't PP protection terms require a signed-for delivery service?
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Sorry about that. No, we don't require it and paypal doesn't require it. As others have pointed out, most people don't want it.
 
This is simple, he has to file a PayPal claim. You two are using PayPal not just for payment service but for dispute mediation. He didn't pay cash, so that's not how his refund would be processed. If he can't follow standard protocol then he's either an idiot or trying to pull one over on you. Either way, he will stick to protocol if you don't cave. So don't.
 
Signatures are great. If you aren't at home just put it on hold at the next FedEx UPS or USPS office. Pick it up whenever you want.
 
The customer probably just doesn't want the hassle of filing and re-ordering (if I had to guess), I work with shippers and packages all the time and for some odd reason some of them like to scan all of their packages as delivered as they're loading their trucks, I can't tell you how many times I've seen tracking as delivered and not received the package til the next day (not saying that's what happened here but it happens..alot), but I'd just echo everyone here in saying PP protects buyer & seller and unless you think retaining the customer outweighs the cost of the 2 knives (edit: er 1 knife) I'd have em file the claim.
 
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It has been my understanding from what I've been told that when a package is scanned they can find out if it was at correct location. Some kind of GPS geo code. If it was misdelivered or if your getting scammed the courier should be able to figure out.
 
Derek, this is a simple one to explain to the customer. You can explain that since PayPal's terms of service covered the sale, both parties are bound to subrogate their claims to PayPal, resulting in the buyer being required to file a claim against PayPal, not the seller. You don't even have another option under PayPal terms of service, and either party attempting to resolve the issue in any other way is a violation of the terms of service.

Honestly I'm not sure if their terms of service read that way, but essentially this is what's happened here. And you can blame PayPal, tell him it's out of your hands😀
 
He has to go through PP in this case. There is no other logical way to resolve this IMO. He can file the claim or get nothing, his choice. The only thought I can think of -why he wouldn't want to file the PP claim, other than those mentioned , is that he has filed this sort of claim before, and PP might have red flagged him. If he does file the PP claim, if I were you I would require a signature on any new knife sent to him.
Those are my thoughts
 
Jens Schuetz said:
Signatures are great. If you aren't at home just put it on hold at the next FedEx UPS or USPS office. Pick it up whenever you want.
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^ :thumbup:

Peter Hartwig said:
He has to go through PP in this case. There is no other logical way to resolve this IMO. He can file the claim or get nothing, his choice. The only thought I can think of -why he wouldn't want to file the PP claim, other than those mentioned , is that he has filed this sort of claim before, and PP might have red flagged him. If he does file the PP claim, if I were you I would require a signature on any new knife sent to him.
Those are my thoughts
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FWIW: I purchased a ZT 0392 LE from KSF a while back. When speaking with Tyler, I asked if they would include signature confirmation with the shipping (which I offered to pay). They honored my request, didn't charge me the additional fee, and as always been the case dealing with KSF, everything worked out perfectly. I personally have zero problem, having to go to my local Post Office to pick up a package; in fact I feel better knowing I have the peace of mind, confirming it's documented, that I & not somebody else, actually signed for the package. v

I traded a ZT to a member here around a year ago. I shipped via USPS and paid for signature confirmation. As it turned out, the package was signed for, & went MIA for a short period. It took several calls to the local Post Office down in rural Florida, before we learned that the fill in mailman, had signed for & decided to keep the package. It's a long story, however the good news is: the thief was subsequently fired, and the other party did receive his knife.


geek said:
KnivesShipFree has always been a reputable company every single time I've dealt with them.
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^ +1

I hope that this situation works out positively for you, Derrick! :thumbup:
 
Whenever I buy something that's $100+ (knife or not), I demand the shipper put signature confirmation on the item. Our mailman tends to leave Priority packages outside in clearly visible locations if we aren't home. If I'm getting a $750 knife, that is simply unacceptable.

Even as a shipper I will gladly pay the extra $3-5 for signature confirmation. I realize that could be costly for a company like KSF, though. In cases like this just tell the customer to deal with PayPal or he's SOL.
 
okbohn said:
Sorry about that. No, we don't require it and paypal doesn't require it. As others have pointed out, most people don't want it.
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Under $750 does not require a signature, just proof of delivery (tracking info). $750 and up does require a signature.
 
FWIW I have had many dealings w/ KSF and crew including returns, exchanges etc. I typically use credit card or money order but each time the KSF team has been courteous, understanding and super respectful. Their honesty and integrity shines through. Even though I have not had something not reach me or KSF, I will vouch for their outstanding customer service.

If I were involved and a KSF shipment did not reach me, I would do everything to help resolve it--even filing the paypal claim.

KSF is not at fault here. How can they be blamed for something out of their control? Especially when there is a viable solution of filing the claim by the customer. If they cannot or will not do that, it is on them not KSF. Why anyone would not want to pursue a claim is beyond me unless they (the customer) are making it up.
 
I have had excellent dealings with KSF and wouldn't hesitate to buy from or recommend them.

Buyer needs to get in contact with his local USPS office. If tracking shows delivered, how can KSF be liable for non-delivery. The post office should be able to determine what happened with the package.
 
FLymon said:
Under $750 does not require a signature, just proof of delivery (tracking info). $750 and up does require a signature.
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What is proof of delivery? I always assumed that 'proof' involves a signature, or sometimes the courier takes a photo if left in a safe place.
 
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