How To Avoid Complaints

Proper, clear communication between the parties is a key factor in the success of all transactions. The majority of complaints could be eliminated if the parties involved would document transactions in writing.

1. Verify that the other party is an APS member. Online membership verification is available, or you may call APS headquarters at 814-933-3803.
   
   
2. Whether you are a dealer or a collector, buyer or seller, keep thorough records of all transactions. Copy any contracts/terms of sale, order, auction bid sheet, correspondence, front and back of canceled checks, postal mailing and proof of delivery receipts, advertisements, and auction catalogues. Make notes of important transactions made by telephone. It is suggested that you keep a diary or calendar.
   
   
3. Be sure to use certified, insured, registered, or another protected mailing or shipping method to safeguard any philatelic items you are sending. Save the shipping and mailing receipts for at least two years.
   
   
4. The APS Code of Ethics specifies that APS members agree to fulfill their contracts and know and honor the sellers' terms. Placing a bid in an auction is a legal contract that obligates the bidder to pay for any lot(s) he wins. Before you buy or sell at auction or elsewhere, read the seller's terms of sale carefully and fully understand what the rules will be if you do business. If you don't agree with the seller's terms of sale, don't do business with that seller.
   
   
5. Vague descriptions, uncertain pricing, lack of agreement on timing and other unsure commitments set the stage for misunderstandings and unfilled transactions. Written agreements/terms of sale should include:
   • Description and condition of the item(s)
   • Price
   • Timing of payment and delivery
   • Expertizing policies (Can you get an extension if you want to have an item expertized? Who pays the expert fees, you or the seller?)
   • Return policies

If a problem develops, don't delay, try to resolve it:

• Most of the people in our hobby are reasonable and sincere about wanting to do the right thing. Call (or write) the other person as soon as you discover the problem. Make it clear to the other person what you think is wrong and exactly what you want to be done to correct it. Listen to what the other person has to say and try to work things out. Don't let your discussion turn into an argument.

• Set a deadline for settlement. If patience and reason are not succeeding, put your final comments in writing to the other party. Send the letter by certified or registered mail, return receipt requested so you have proof of its delivery to the addressee. Itemize your points of view about the problem and state how you want it resolved. Tell the other person that this is the last opportunity for you to settle matters between yourselves before you take your complaint to the APS if the person is a member, or the U.S. Postal Inspection Service (which investigates fraudulent activity in the mails), the Federal Trade Commission (which oversees mail-order business in the United States), the state consumer protection agency, state auction commission, or possibly even law enforcement agencies if you think criminal activity is involved.
  *The deadline letter often triggers positive, corrective action, if not immediate resolution of the problem. Unfortunately, some people fail to take matters seriously until a certified letter arrives and outside authorities are mentioned.