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Most internet transactions are successful. However, occasionally parties have disputes during a transaction. The following guide offers tips for effective dispute resolution.
- Users should always remain calm and rational during communications.
- Try to work out problems prior to leaving feedback.
- Communicate effectively throughout the transaction. Lack of communication is a major basis for transactional disputes.
- Keep all documentation on the transaction, including payment receipts, insurance documentation, shipping information, and package tracking numbers. Exchange and auction pages will only be available on Collectors Network for a limited time, so you are advised to print all pages out. Auction items cannot be edited by sellers after the auction ends, but sellers are free to edit exchange listings if additional items are still available after the sale is completed.
Tips for sellers:
- Sellers should place all policies, including shipping, package loss and refund policies upfront in the exchange or auction description or terms of sale.
- Avoid excessive shipping charges. Non-shipping costs should be built into the cost of the item, not the shipping and handling charges. Sellers are entitled to recover their cost of doing business, including packaging materials, time spent, credit card fees, selling fees, etc. However, buyers don't want to see these as a separate charge. Remember, customers have no problem paying $3.50 for a cup of coffee, but nobody wants to spend $2.50 for the coffee, and another $1.00 for the cup.
- Communication is the key to a successful transaction. Sellers should contact buyers within 3 business days with payment instructions. Notices should be sent personally or through an auction management service. Follow up when you receive payment or ship the items.
- Use package tracking services. The post office offers delivery confirmation at affordable rates. It is worth the extra money to protect yourself. When dealing on PayPal, package tracking is necessary to avoid buyer disputes and chargebacks.
- Require insurance on all high value items. If you can't afford to lose the item, then purchase insurance. Under the UCC, the seller is responsible for all losses until the buyer receives the item, unless prior arrangements have been made between the parties. Loss disclaimers need to be included in the auction terms to be a valid, and the buyer should fully understand and agree to loss disclaimer by the seller.
- Package your items well. Items damaged in shipping are often the result of poor packaging. Start by using a box that provides ample padding room on every side. Most shipping companies offer free boxes. The post office has several different sized boxes for smaller and medium sized items. Some people double box items to ensure safe delivery. Try to use packing peanuts, bubble wrap or similar packing materials. Newspaper or shredded paper can also be used as padding. When using newspaper, be sure to enclose the item in a plastic bag to avoid the newsprint from rubbing off onto the item. Make sure there is enough padding so the item will not move around during transit. Under most circumstances, well packaged items should not be damaged during transit.
Buyer tips
- Read the item description carefully prior to bidding or purchasing. Make sure you understand exactly what is included in the listing, what the condition of the item is, what the shipping and payment terms are, and whether the seller offers refunds or exchanges. Many disputes are caused by buyers making assumptions that could be cleared up by reading the description carefully.
- Check feedback prior to bidding. Feedback can disclose fraudulent or deceptive sellers.
- Avoid deals that are too good to be true. If it's too good to be true, then it probably is.
- Only bid on items you are willing and ready to purchase. Bids can create a binding contract, and you bid could end up as the winning bid.
- Pay promptly. If the seller expects payment in seven days, your payment should be in the sellers hand within 7 days. Don't expect a seller to hold an item past the payment deadline just because you haven't been paid yet.
- Negotiate different terms with the seller prior to placing your bid or purchasing an item. If you want to negotiate the shipping terms, ask the seller to combine shipping, or ask for a payment extension, do so prior to bidding. The winning bid or purchase offer creates a valid contract, and the terms should not be renegotiated after the contract is made.
- Communicate with the seller. A simple email stating that payment was sent acknowledges to the seller that you received their payment instructions.
- Buyers should decide what they are willing to pay, and consider all charges prior to purchasing an item. Example: If you are willing to pay $20.00, and shipping is $5.00, you should bid $15.00. However, if shipping is $8.00, you should only bid $12.00.
Dispute Resolution Policy
Collectors Network cannot guarantee the success of every transaction conducted on our site. However, we will contact the other party in the following circumstances on your behalf:
- You have executed a valid "Confirmed Trade Offer", have sent your items, and have received no merchandise in return from the other party.
- You have paid a seller for a winning auction bid, and have received no merchandise from the seller.
- You have paid a seller for a valid exchange purchase offer, and have received no merchandise from the seller.
- You have received a valid exchange buyer offer or winning auction bid, and the buyer has not sent payment.
Collectors Network will contact the other party regarding your complaint. We cannot guarantee you will receive any merchandise or payment as a result of our communications with the other party. However, we will investigate all complaints, and may suspend or terminate the account of a party failing to fulfill it's obligations under appropriate circumstances. Unfortunately, we cannot contact other users on your behalf for transactions that do not meet the above criteria. Please forward all complains to webmaster@collectors-network.com. Be sure to include your username, the other party's username, and the transaction number along with your complaint. Failure to do so may result in a delay of our investigation.
If you have used the USPS to send merchandise or payment, and have received nothing from the other party, we suggest you contact postal authorities regarding a mail fraud complaint. Chances are if you are not the only person that has been defrauded. Mail fraud is a serious offense, and numerous complaints to the USPS often result in convictions of the defrauding party.
Third party dispute resolution services are also available. These are not cost effective on small transactions. Both parties pay a set fee and agree to have an independent arbitrator decided their dispute. The decision of the arbitrator is often binding, and can be taken to court and confirmed as a judgment. Contact an attorney for more information.
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