Made a sale on chrono24. Advice needed

[Shelby689]

Hello I need advice, I have sold a Rolex on chrome24 two weeks ago.
I have shipped the item, and the item showed delivered via the shipping company tracking number. I contacted the support to inform them for the delivery as well as the buyer. The buyer did not answer or confirm the delivery either.
The support marked the transaction and order as delivered. I was on the phone as well with them and they told me that the payout will be after 7 business days if the buyer doesn’t respond or authorize the payout.
Yesterday he reported an issue and open a “case”. Claiming he did not receive the package. The transaction was placed for “mediation’’
I have provided multiple photos with the package the shipping label etc.
The buyer hasn’t responded yet.
I would really appreciate any advice or similar issue that have had occurred to anyone.
Thank you

[swaini3]

I hope you chose the option requiring a signature for delivery?

[Shelby689]

There is a signature but i suppose it's from the mail man.

[Wahlberg]

What does support say? I thought Chrono24s system was solid.

Originally Posted by swaini3

I hope you chose the option requiring a signature for delivery?

They don't ask for signatures, especially in these times. They don't bother. :)

[2loaded]

Does the buyer have previous history/feedback?

[swaini3]

Originally Posted by Wahlberg

What does support say? I thought Chrono24s system was solid.



They don't ask for signatures, especially in these times. They don't bother. :)

Thats weird. Fed ex always delivers items to me and on the tracking it shows signed for by "name" and they always ask for ID. They type in the name in the device themselves. I understand DHL does it too. I try to always use this option when selling items.

[Shelby689]

Chrono24 hasn’t replied yet. I am really confused. I will update once I have their respond.

[Shelby689]

Originally Posted by 2loaded

Does the buyer have previous history/feedback?

On chrono24 order page I can’t see the buyers account or user, only his name and address so I can’t see if he has feedback.

[Shelby689]

Any advice?

[NiceShirt]

Originally Posted by Shelby689

Any advice?

Have you tried calling Chrono24? Their phone service is pretty good in my experience. I have sold 9 watches and I had an issue with a buyer once, but Chrono24 resolved it. My watch was delivered to a UPS access point, but being a third party, they never flagged it as "delivered" when they picked it up. The buyer never responded or released payment. Chrono24 reached out to the buyer directly. I don't know if they got in touch, but the payment was eventually released from escrow after 3 weeks.

[Shelby689]

I called them yesterday but their phone support are closed during the weekend. I will call em tomorrow

[swaini3]

I can say too that their phone support has been good and clear. it is better to email your concerns though. my sales have always been smooth, money in my account before the promised "7 days".... If you have followed the steps/ requirements in their shipping notes, I think you will be on the safe side. Fingers crossed for you. Update us ;)

[Shelby689]

Originally Posted by swaini3

I can say too that their phone support has been good and clear. it is better to email your concerns though. my sales have always been smooth, money in my account before the promised "7 days".... If you have followed the steps/ requirements in their shipping notes, I think you will be on the safe side. Fingers crossed for you. Update us ;)

Is the 7 days period from the time that the package is delivered or when you upload the tracking showing as delivered. Like the period starts from
When the transaction was marked as delivered or from
The actual date of delivery?

[BigTexRlx]

Good luck! Chrono24 seems great for the buyer but this is concerning for sellers. I would think if the delivery is confirmed you would have payment released.

[Shelby689]

Called them earlier today, i offered them to provide photos and a dedicated proof of delivery from the shipping company. I called the shipping company and received a letter on my email that shows the exact recipient address and confirmed delivery. After that i've forwarded the letter (proof of delivery) as well as a photo of the package that shows the shipping label as well.
Called again Chrono24 to confirm they received my docs, so now i am waiting their response.

[Shelby689]

''Update'''

after i provided many docs for the confirmed delivery to the correct address. Probably Chrono24 does not cover me, this is insanely unacceptable. i still wait for their response but they told me to find a solution with the buyer, which the buyer is 99% trying to scam me. I am desperate. I don't have the watch or funds either and the watch has been delivered 7 days ago. I have no words to be honest. This is a nightmare, And the amount is over 6k euros

[John S]

The buyer put his money into Chrono24's account (3rd party). How can he scam you?

I sold one watch through chrono24 back in Jan 2020. Luckily, the buyer lived in the area, and I managed to meet him face to face. He checked the watch, and update the status in front of me. I received the money 3 days later.

Despite that, I must said it was a scarly experience for me, especially it was the first time I tried to sell a watch online.

[Shelby689]

The buyer lives thousand miles from me, and he is claiming he did not receive the package, and chrono24 does not protect me from what i've seen so far. They only advice me to contact with the buyer which he does not respond and he declined my proposal settlement and he requested full refund.

[77T]

Originally Posted by John S

The buyer put his money into Chrono24's account (3rd party). How can he scam you?

Buyer scam #1 is to claim the package never arrived. #2 is to claim it arrived, but a fake was inside. #3 is to claim it arrived, but nothing inside box but rocks.




Sent from my iPhone using Tapatalk Pro

[Shelby689]

Any advice please?

[77T]

Originally Posted by Shelby689

The buyer lives thousand miles from me, and he is claiming he did not receive the package, and chrono24 does not protect me from what i've seen so far. They only advice me to contact with the buyer which he does not respond and he declined my proposal settlement and he requested full refund.

From your narrative I conclude you are not an experienced seller on Chrono24.

But it appears the buyer is possibly a scammer. Escalate within Chrono24 chain of command.

If both of you are in EU, perhaps begin the legal (as in criminal) process. Filing a report within your jurisdiction and the “buyer’s”.

You’re going to also want a lawyer to begin a civil action. Ask him/her to include Chrono24 as a possible counterparty for failure to disperse.

The T&C’s are clearly in the “buyer’s” favor here so a steep hill to climb.

Good luck in your efforts.




Sent from my iPhone using Tapatalk Pro

[swaini3]

I wouldn't give up on Chrono's support so fast, especially if you've followed their shipping instructions. It's not a good sign that the buyer is not cooperating with you or responding to you. If I was him and keen on receiving the watch (as expected for a new watch purchase), I would be showing some effort atleast by going to the courier's outlet and querying the delivery. How about you visit the courier for more info and advise? Im sure they faced similar issues in the past.
I am currently in the middle of a watch sale via Chrono. The delivery is delayed and the buyer was asking me for updates, turns out that it was held in customs his end because they need to send him papers to sign first. I had to provide the courier with an alternative phone number of the buyer as supposedly "he wasn't responding".
The next day, they got in touch with him , he's happier, and the shipment is moving again.
The point is sometimes both parties have to do some following up.
I know its stressful for you now but try to be calm and hopefully it will be sorted.

[Shelby689]

The buyer responded with a message insisting he hasn’t received anything.

[John S]

Chrono24 is a well established online watch trading company. I am sure it encountered similar issue before. In my first selling with them at Jan 2020, I had lots of questions. Luckily, they have an office in Hong Kong. I called them directly and we spoke cantonese (my mother language). The girl did answer lots of questions.

May I suggest that you check to see if they have an office in your country, and find out the telephone number, call and speak to a customer rep directly?

[Shelby689]

I have called their customer support which is located in Germany couple of times they don’t answer or give me immediate responses for the issue, they usually tell me to wait for an email respond from their specific department.

[NiceShirt]

Was this resolved?

[shredder]

Was the shipment insured for full value with the shipper? Usually the shipper will go to extra lengths to give you details how and to whom the package was delivered and signed for.

[Shelby689]

Chrono24 is refunding the buyer because the person who signed for it shows a womans name, and the LOCATION SHOWS AS OFFICE, WHICH IS SO UNACCEPTABLE BECAUSE THERE COULD BE HUNDREDS OF PEOPLE GETTING PACKAGES AND THE RECEPTION RECEIVES THEM AND SIGNS FOR THEIR BEHALF, AND AFTER SOME TIME THEY GO AND COLLECT IT, I AM SO EXHAUSTED AND ANGRY RIGHT NOW

[NiceShirt]

Are you be able to file a claim for a lost package? Delivery to the wrong person should count as a lost package. Seems like a giant loophole if you are not made whole.

[honuswagner13]

Originally Posted by NiceShirt

Are you be able to file a claim for a lost package? Delivery to the wrong person should count as a lost package. Seems like a giant loophole if you are not made whole.

Ditto