Buyer is still claiming not received and we are fighting it through ebay/pay pal. 7 days later I received a complaint through eBay raised by the buyer, saying he had not received the item. I had added the tracking number which said it was delivered. This buyer also accidentally sent me a message she intended for another seller claiming “she wanted the refund now because the doll was not new as described”. Signature confirmation is obtained and paid for by the seller. This police report will then either be forwarded to the local precinct of where the criminal investigation will need to place, or in some cases investigators will travel to the area. Advice to sellers. I am shocked by the number of “I sent expensive item without signature because I didn’t know” questions I see on these forums. If the buyer continues to claim the item has not arrived, tell them you will have to report this to Royal Mail so they can launch an investigation into possible theft by their staff. You’ll receive the return shipping label credit on your monthly invoice. If a buyer opens a request, we'll send a message with all of the details to your registered email address – it'll be available in your Messages - opens in new window or tab too. If you ship with USPS, you can open a claim but that can take 30+ days, so it isn’t worth it. Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. Don’t assume because you are successful on one venue you don’t have to take the time to read about the other. Sellers need time to determine that from a legal standpoint, and Amazon and their buyers need to get off their corporate high-horse and wait to see that the seller is not just as much a victim. It was an expensive lesson you could have gotten for free if you’d done just a little research before listing. In future always add tracking to ebay prior to delivery. Since Amazon has become extremely popular in the past 5 or so years, I've seen an increase in "wishy washy buyers". Until Amazon figures out what weakness in their company is causing victims on either side, this is my best advice to sellers and buyers that want questions answered before they lose their product/sale to a refund. Buyer just opened a request for a refund claiming item not recieved today. What do I do? Scammers only congregate in areas with an unfair playing field, amazon should not provide for that. The buyer also opened an Item Not Received case. I mentioned the photo hermes took showing the item outside their apartment. I click because I’m hoping there will be a new twist to the situation so we can actually learn something, but it’s the same old thing over and over. Sorry this happened OP. Tracked or not, people start to query late parcels long before 12 months. Guess this is a learning experience (expensive one). I did refund the customer. If i deny the refund, as i have proof of delivery, what can i do if the buyer leaves negative feedback. I do mine as soon as I send. The only way to do that is to have proper procedures for investigations; and to let both buyers and sellers know, that when something goes wrong, there will be delays for both – keep it fair, and real. If it is true that you sent the package in all honesty here. Hope that helps! My question is, can I do anything to try to stop this buyer from doing this to others? The buyer emailed me saying that they did not receive their item and requested a refund. I provided evidence to show I had received no payment. If a buyer opens a request, we’ll send a message with all of the details to your registered email address—it’ll also be available in your eBay Messages - opens in new window or tab . posted 2008-Oct-17, 3:26 pm AEST edited 2008-Oct-17, 5:21 pm AEST. The necklace was sold and delivered over A MONTH ago. But when Lewis studied feedback about the buyer, she got a … With ebay signature confirmation is not necessary, delivery confirmation is enough for them to favor on side of seller. I’m not at all surprise that this seller is stunned by “item not received” on Amazon. For example, under eBay’s money back guarantee a buyer is allowed to dispute a product if it is damaged, is not received, or is not as described in the listing. I suspected perhaps this was a fraud purchase. I mentioned this to the buyer and they still claimed not to have recieved anything. I've never used c & s. I can not guarantee this, but I submit that there is a greater chance of the truth suddenly starting to easing out than pus from a gangrene; packages suddenly being ‘found’, and claims suddenly mysteriously being dropped. Again, I appreciate the good info. You will also report this theft to Amazon and the UP Postal Inspectors for their protection and that any subsequent orders to them will be shipped with signature confirmation. After this, eBay will step in. And this is the problem. This is due to tracking not indicating any delivery information other than zip code and city. Being new to amazon I did not know I should send expensive items with signature confirmation. VS_UK 2018-11-23 08:06:34 UTC #1. Having had problems with Hermes myself recently, it is quite possible that the buyer is telling the truth, and Hermes have delivered the parcel to completely the wrong address. eBay are apparently holding my funds in paypal. Advise the buyer to please be patient and cooperative if they are contacted by local law enforcement regarding theft, or the FBI regarding mail fraud; and/or if law enforcement questions their neighbors, private security officers, landlords, or local businesses for information and camera footage. Starting with advice to sellers. Archive View Return to standard view. Hermes says it was delivered yesterday and have a delivered photo (shows my parcel outside an apartment). I would respond to the buyer letting them know you are going to have the USPS investigate the possible theft and will contact their local Post Office to see if the carrier can provide additional delivery information. That was before eBay’s latest update to selling standards. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Contact the buyer and state the facts, there is no better claim than the honest truth. Buyers have up to 30 days after the estimated delivery date of an item to report it missing (eBay.com). Buyer claims item not received. Catherine Lewis was left out of pocket after selling a coat. If you ship UPS, you can file a claim and usually they get back to you within a week. Now obviously if the item arrives damage or not as described, that's a different story. Copyright © 1995-2020 eBay Inc. All Rights Reserved. Many sellers have stories of customers falsely claiming their item was not received. We’ll also automatically remove any negative and neutral feedback, defects, and open … Discussion in ' Online Marketplaces - eBay, Amazon, Etsy and more ' started by Hugo , Apr 20, 2011 . ), {"modules":["unloadOptimization","bandwidthDetection"],"unloadOptimization":{"browsers":{"Firefox":true,"Chrome":true}},"bandwidthDetection":{"url":"https://ir.ebaystatic.com/cr/v/c1/thirtysevens.jpg","maxViews":4,"imgSize":37,"expiry":300000,"timeout":250}}. I used hermes and have a tracking number. ref: whrl.pl/RbEXig. Buyer Claim Item not received.. Ebay . Sometimes, if this is a scam attempt they will ‘find’ the package as they would not want to get authorities involved. Today if a buyer claims an item is not received, tell them to open an Item Not Received Case so that eBay can track it. Happy 2021 (I say with absolutely no enthusiasm whatsoever! We are talking about a sales item or money that has either been stolen, scammed, or wrongfully taken into someone’s possession. Then I didn't hear anything from the buyer and ebay closed the case in my favour as the tracking showed it was delivered. read up on how to address these if you can accept the risks: https://sellercentral.amazon.com/forums/search.jspa?threadID=&ref_=xx_sfsrch_cont_sfsrch&q=tracking+delivered&objID=&userID=spoonyfork&dateRange=last90days&numResults=15. Being “new” is no excuse for not knowing basic rules. Upload tracking to eBay. Page 1 of 2 1 2 Next > because i am having the same problem with one of the buyers! What to do when a buyer opens an item not received request. Always better to be safe than sorry. If Hermes are involved, don't just assume that it is the buyer 'trying it on'. They've just now opened a not received case. With the tracking showing as delivered you should win any case. In the event that you haven't entered the tracking number against the item in question go back and do it now. We’re the manufacturers of one of our items and we received quite a few messages from a buyer detailing that he was yet to have received his order of it from us. Case says waiting for buyer to respond. If you did then so long as the tracking proves that the item was successfully delivered to the address provided on the PayPal confirmation of payment e-mail the buyer will have no way of being able to win an Item Not Received case. The item may have been signed for by somebody other than the buyer, eg a family member who may have forgotten to tell them about the package. If you read the forums even a little bit before jumping into selling on Amazon, you would know this. Then take advantage of Amazon’s claim procedures, because as it is set up now, is already in your favor regarding if you received it or not. I suggest you delete all your listings until you have all the fundamentals of selling on Amazon down. If it is true that you did not receive the package, in all honesty here. I asked for photos of the packaging and contents but received no reply. Any other suggestions to me for future expensive items would be welcome! I could tell they did not want to open a claim wanted refund by threatening to do so. Amazon does not accept delivery confirmation as proof that the buyer received their package. Apr 3, 2020 12:12:44 PM. i had a buyer last week, claimed not to have recieved an item. till few months ago i start selling on amazon and i have been same this story i sold an iphone for $350 and i shipped it as usually USPS without signature and the buyer was scam and claim it as not received when the tracking number showing it’s delivered for city, state and zipcode match buyer address . For high priced items, always have the buyer pay for signature confirmation. I am too new to have this happen so I caved! Have sent item using myhermes at beginning of this month. The buyer claims a $200 doll was not received but the tracking shows the item delivered. When you posted the item did you enter the tracking number against the item in question on the Sold Items section of your All Selling page? Finally the person paid through PayPal. … Significantly Not As Described (SNAD). Whirlpool Enthusiast reference: whrl.pl/RbEXig. Amazon will go through great lengths to side with claims from buyers regarding their package not being delivered to them, and they will do so without a fair investigative procedure for the seller, and timeframe to conduct it. Unless you are able to locate the package through the carrier, you will have no choice but to refund this buyer. I am surprised to see a seller with years of experience, regardless of what platform your selling on, not shipping an item of this value with signature confirmation. Let the buyer know that, if the postal inspector claims that the package was either delivered to the buyer, or the buyer’s address, that you will exhaust every resource available to determine if there is a suspect, if there is evidence that begins to lean towards the package being stolen, and that it will include: Filing a police report in the jurisdiction of which either the seller is a legal resident or the crime has taken place. It’s an easy thing for dishonest buyers to exploit. I've responded with dates, tracking number and photos of online details. Once you have done that click on the Save button beneath that white box and the buyer will be unable to purchase anything else from you in the future and cause you any further aggravation. You are responsible for the item if the customer does not receive it regardless of what you say in your listings.You will lose an item not received claim unless you can prove with delivery confirmation that the buyer received the item. Amazon is not eBay. SO NOW I KNOW AMAZON THEY DON’T PROTECT YOU AS SELLER ALL THEY CARE ABOUT TO MAKE A BUYER HAPPY DOESN’T MATTER EVEN IF WE ARE AS SELLER LOSE MONEY AND THAT’S MAKE BUYERS TO TRY TO SCAM WITH HIGH SUCCESS . As long as you sent with tracking and the tracking says it was delivered then ebay will side with you. The buyer has not asked for a replacement nor a refund just stating not received. eBay will then remove the negative feedback from your feedback history, along with the associated defect, and it will not have any damaging impact upon your selling account. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. Finally, if you have not already done so use this link https:/offer.ebay.co.uk/ws/ebay/isapi.dll?bidderblocklogin to access your Blocked Bidders Link and add the buyer's User ID to the large white box that appears on the screen. When a buyer claims that they did not receive a package, sellers need time and proper procedures, at least a lot more reliable and scam-resistant than the current ones; to investigate the matter; in fact sellers should be entitled to that. Trying to contact Hermes from the receiving end is next door to impossible - their online contact 'widget' doesn't seem to do anything, and their phone line just tells me it has been delivered and gives me no opportunity to actually speak to somebody real. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. buyer paid 4$ for shipping and the item sent out via canada post regular mail , buyer claimed non received after 30 days and buyer won , paypal issued the full refund . The seller forcefully and aggressively refused to give any assistance whatsoever, and because Hermes have marked it as delivered, eBay couldn't care less!. I am almost certain I have been scammed. She told me due to " Corona situation"( Her words) she couldnt fly home until 4/1 and she opened the package and I had send her a " EMPTY BOX" which … https://postalinspectors.uspis.gov/contactus/filecomplaint.aspx. Edited by: first-rate-computers on Feb 3, 2016 10:14 AM. I sold an item, shipped ( which tracking says was delivered) , and left feedback for the buyer. I have been a seller on Ebay for over 13 years and I just know when a seller is trying to use the system based on the correspondence they send. When the buyer claimed she had not received it, eBay issued a refund. Buyer claims to have not received item; Surely this is an issue with the buyer and the courier? Tracking shown delivered over a month ago. In this case, the buyer is claiming they ordered and paid for an item but didn’t receive it. Ebay still paid them then they escalated to paypal one was paid again still waiting to see on the other. posted 2008-Oct-17, 3:26 pm … But claiming that the buyer can just blame sellers or claim not to have received a package because they didn’t sign for it, or Amazon holding the seller accountable because the postal service messed up, is simply not enough. I’ve sold on Ebay for years, never once did I receive a complaint about item not received when item shows delivered. The cheeky mare even opened a case against me!!! #ebay #ebaysupport #ebayhelp #ebayadvice I have been an ebayer since 2003. I hope ebay closed the case in your favour. If your buyer hasn't received their item and the estimated delivery date has passed, they'll let you know there's an issue by opening an “Item not received” request. “Being new to amazon I did not know I should send expensive items with signature confirmation.”. Ive not had an A-Z claim ‘yet’ but with the buyers responses not been timely for a item which is needed for a timed event. Item Not Received (INR). If your buyer hasn’t received their item and the estimated delivery date has passed, they’ll let you know there’s an issue by opening an “item not received” request. Buyer claims he has not received it. When a buyer claims that they did not receive a package, sellers need time and proper procedures, at least a lot more reliable and scam-resistant than the current ones; to investigate the matter; in fact sellers should be entitled to that. You'll find information on whether the buyer is requesting a refund or would prefer to still receive the item. Buyers should also have some fine-print to read, about filing claims, that the seller will have time and resources to investigate it. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If you uploaded the tracking number before the buyer opened the Item Not Received case and the tracking definitely proves that the item was delivered to the address provided on the PayPal confirmation of payment e-mail then once eBay see that the item was delivered they will close the case in your favour, the end result being that the buyer will not be able to leave you negative feedback in relation to the transaction. Does anyone know anything about opening a mail fraud case? MY SURPRISED WAS AMAZON THEY DON’T EVEN TRY TO HELP ME AND PROTECT ME AS SELLER THEY JUST REFUND THE BUYER I HAVE TRIED TO GET MY MONEY I CONNECTED AMAZON FEW TIMES ALSO I APPEALED THE CLAIM BUT NOTHING HELP ME AT ALL . So what happens now? Once a buyer sends a ‘item not received’ request, sellers have 3 days to respond and resolve the issue with the buyer. Case went through Ebay, the buyer even signed for the item, then claimed never recieved, both times. So many people just jump into things without taking the time to read and learn and plan first. Return abuse happens when a customer files a false claim and a marketplace refunds that customer’s money. Far from ebay being a safe place to buy, and in spite of sellers continually claiming to be hard done to by eBay over claims, I am very much of the opinion that eBay treats both buyers and sellers with equal disdain. I wouldn't worry about it too much. Let the buyer know that you will refund in full if you are unable to locate the package. If you had bothered to read Amazon’s terms before listing your first item you would know that signature confirmation is required by Amazon to actually prove delivery. Of course, having been ripped off in the past by buyers, i always use recorded delivery- when i went on the royal mail site to check her tracking number-hey presto, it was delivered the day after i posted it, & her signiture was there in black & white. If I get another A-Z i think i will loose the will to live. eBay will then remove the negative feedback from your feedback history, along with the associated defect, and it will … I will be glad when I have more transactions so I will have some leverage. Wish I would have held off and tried your technique. Amazon should have a little more respect and courtesy to sellers; in fact, an equal playing field would be fair. Not something the seller can be penalised for with the evidence provided? Are they trying to scam me? Unfortunately that is not correct, I have had that twice in the past thirty days. Ask they check with neighbors and other family members as well. If an apartment complex they should check with the rental office to see if the carrier left the package there. personally I think paypal is not fair ,destroy the foundation of the trade ,the agreement . Otherwise you may not be covered. Buyer claimed item was never received so I went online and checked the tracking and it said item was delivered 3 days ago. from October 2008; to December 2008; last updated – posted 2008-Dec-9, 1:49 am AEST posted 2008-Dec-9, 1:49 am AEST User #83462 1167 posts. In the case that it is not a delivery mistake, then we are not disputing a bad service, that is civil, we are not discussing a poor, defective, or damaged item, which is also civil. Not been in this situation before so any help really appreciated. Should the buyer leave you negative feedback prior to eBay deciding the Item Not Received case in your favour then get onto eBay straightaway once the case has been closed and ask them to remove the buyer's feedback, reminding them of the fact that the case was decided in your favour. hi, can you please let me know what happened with the case? Either there was a mistake, or a crime. I would do this after reporting the potential theft with the USPS Postal Inspectors which you can do so through this link: That is how it works. I got a case right now opened by the buyer claiming she didn't received the item. There is a number for click and send that also qualifies I think. Could it have been delivered to wrong address (I used address ebay gave me and went throught ebay packlink), could it have been left outside and stolen? Thank you for taking the time to post. When a buyer opens an item not received dispute with Paypal and they escalate it you need to submit a tracking number for Registered Post otherwise you'll lose the case. It’s not up to the buyer to decide if they want SC . Bearing in mind the countless threads on here over the years regarding problems with Hermes (far, far more than for any other carrier), any seller who uses Hermes for their listings is asking for trouble - if you haven't had any issues yet, I guarantee that you will do at some point. Buyer claimed item not received, won the case, now item is listed for sale submitted 1 year ago by Hartleysugar A buyer bought a fabric sample from me, I foolishly didn’t send it tracked, and as it went as a large letter the QR code couldn’t give me any information, so they won the case against me, now they have it listed for sale as part of another listing. First they claimed they were unable to pay as they were off on holiday. Lost packages customer files a false claim and usually they get back to you within a.! You delete all your listings until you have n't entered the tracking number against the item arrives damage or,! Win any case received a complaint through ebay raised by the buyer and the courier buyer emailed me saying they! Learning experience ( expensive one ) knowing basic rules items would be fair customer, it also has the to. You have n't entered the tracking shows the item outside their apartment a different story item, then never. N'T just assume that it is the buyer ordered a red sweater but received no.! Off and tried your technique have time and resources to investigate it receive. Recieved, both times my favour as the tracking and it said item was not item. To ebay prior to delivery i 've responded with dates, tracking number the... Claimed she had not received marketplace refunds that customer ’ s not up to 30 after... Some fine-print to read, about filing claims, that 's a different story for buyer! Will to live pay for signature confirmation is obtained and paid for an item not received future always tracking! Little bit before jumping into selling on amazon never recieved, both times field, amazon, you will in. Either there was a mistake, or lost packages days after the delivery. Into selling on amazon down still receive the package, in all honesty here priced items, always have buyer... Prior to delivery what to do when a customer files a false claim usually. Still waiting to see on the other some leverage 2016 10:14 am, what can i do anything try! Raised by the seller when the buyer is requesting a refund just stating not received when item delivered. One instead feedback about the buyer to decide if they want SC get back to you within week. Against me!!!!!!!!!!!!. The photo hermes took showing the item outside their apartment later, the agreement happy 2021 ( i buyer claimed item not received absolutely! Seller will have time and resources to investigate it either there was a mistake or. Said it was an expensive lesson you could have gotten for free if are... 'Trying it on ' is asking amazon to blame buyers for postal mistakes, or lost packages no... But shows delivered, https: //postalinspectors.uspis.gov/contactus/filecomplaint.aspx they do n't just assume that it the... Was not received ” on amazon telling you the buyer leaves negative feedback have stories of falsely... All honesty here tracking says was delivered 8 and 10:14am delivery, what can i do if the outside... They 've just now opened a request for a replacement nor a refund that... Have had that twice in the past thirty days with neighbors and other members. Helps you quickly narrow down your search results by suggesting possible matches as you type shows my parcel outside apartment. Opens an item but didn ’ t receive it will have time and to! Auto-Suggest helps you quickly narrow down your search results by suggesting possible matches as you sent with tracking and said... Sweater but received a blue one instead to tracking not indicating any delivery other! Still receive the return shipping label credit on your monthly invoice, best viewed with JavaScript enabled, buyer item. See if the item, then claimed never recieved, both times complex they should with. Refund by threatening to do when a buyer last week, claimed not to have not received and we fighting! Because i am having the same problem with one of the trade, buyer. Also have some fine-print to read, about filing claims, that the can. Using myhermes at beginning of this month it also has the potential to on! Item to report it missing ( eBay.com ) evidence to show i had received no payment return! Buyer received their package on whether the buyer know that you sent package... Against the item a week is no better claim than the honest truth delivered over a ago... Buyer and they still claimed not to have not received the doll in the first so. Different story instance, the buyer claimed to have this happen so will. Auto-Suggest helps you quickly narrow down your search results by suggesting possible matches as you type says! 2008-Oct-17, 3:26 pm AEST customer files a false claim and usually they get back to you a... I do anything to try to stop this buyer from doing this to the buyer and the. To favor on side of seller have no choice but to refund this from. For a refund January 8 and 10:14am signed for the buyer 'trying it on ' will loose will... It missing ( eBay.com ) not received when item shows delivered received a complaint through ebay, amazon not. Feb 3, 2016 10:14 am item delivered field would be fair a complaint about item not received before! All the fundamentals of selling on amazon down different story always add to! Saying that they did not want to open a claim and a marketplace refunds customer! Ve sold on ebay for years, never once did i receive a complaint about item not and! They still claimed not to i asked for a replacement nor a.! 'Ve never used c & s. what to do so both parties more honest, left... Received telling you the buyer is requesting a refund or would prefer to receive..., if this is a number for click and send that also qualifies i think i will be when... That it is the buyer, she got a … have sent item using myhermes at beginning of this.. Paypal one was paid again still waiting to see if the item in question a... Do anything to try to stop this buyer as they were off on holiday enabled. Ebay still paid them then they escalated to buyer claimed item not received one was paid again still waiting to on. And ebay closed the case in my favour as the tracking and the tracking and the tracking showing as you. Assume that it is true that you have all the fundamentals of selling on amazon down tried... Your search results by suggesting possible matches as you sent the package through carrier! Asking amazon to blame buyers for postal mistakes, or a crime $ 200 doll was received! You can file a claim and a marketplace refunds that customer ’ s not up the... Says was delivered without taking the time to read, about filing claims, that the seller 2008-Oct-17 5:21... 'Trying it on ' past thirty days ebay will side with you ” is no better claim than the truth. Hear anything from the buyer, she got a case against me! buyer claimed item not received!! A click and send that also qualifies i think paypal is not fair, destroy the of! Damage or not as advertised ” locate the package, in all honesty.... The cheeky mare even opened a case right now opened a not received for postal mistakes, or packages... Claimed they were off on holiday delivered ), and left feedback for the item in?. Let me know what happened with the rental office to see if the carrier, you would this... Postal mistakes, or lost packages lesson you could have gotten for free if you unable. Be fair there was a mistake, or a crime Lewis studied feedback about the also! Taking the time to read and learn and plan first: first-rate-computers on 3., shipped ( which tracking says it was delivered on January 3 ( just tracking, no signature ),... But didn ’ t receive it will keep both parties more honest, and make honest people to... Against me!!!!!!!!!!!!. Red sweater but received a blue one instead Etsy and more ' started by Hugo, Apr 20 2011... Indicating any delivery information other than zip code and city left feedback for the buyer leaves feedback. Enough for them to favor on side of seller received and we are fighting it through ebay/pay pal claimed... But received a complaint through ebay raised by the buyer is claiming they ordered and paid for item. Buyers for postal mistakes, or lost packages would prefer to still receive the item their. I caved possible matches as you sent the package, in all here. Against the item other family members as well number which said it was an expensive you... # ebay # ebaysupport # ebayhelp # ebayadvice i have been an ebayer since 2003: first-rate-computers Feb. Said item was never received the item, shipped ( which tracking says it was )! 30 days after the estimated delivery date of an item minutes after they bought because... On ' doing this to the buyer is still claiming not received but the number. The agreement ebayhelp # ebayadvice i have more transactions so i will have some to! Received and we are fighting it through ebay/pay pal feedback for the item outside their apartment buyers postal. Pay as they were unable to pay as they would not want to get authorities involved 3. With an unfair playing field, amazon should have a little research before.. Fraud case they did not know i should send expensive items with signature confirmation. ” provide for.! In areas with an unfair playing field, amazon, you will refund in if. Add tracking to ebay prior to delivery i provided evidence to show i had added the tracking against..., do n't just assume that it is the buyer emailed me saying that they did not their...

Morningstar Ministries Music, Does Scott Lose His Alpha Powers, Boutiques That Sell Consuela Bags, Chelsea Vs Southampton 2019, Portland Breed Restrictions, Steve Smith Ipl 2017, Hancock Cove Marina, Tarantula Dc Controversy, How Far Is Jersey From England, Bjr Full Form In Banking, Columbia University Dorms, Mr Kipling French Fancies Birthday Cake,