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How do I deal with an unhappy buyer...?

(13 Posts)
shhhh Mon 03-Aug-09 16:38:52

I sold an item on ebay which imo I listed well and was accurate.

The buyer has come back to a week later claiming its been worn lots more than I advised (bobbling to the item BUT I can't recall if it was bought new like this as felt fabric or if it went like this after 1 wash..it has only however only been worn 2-3 times as stated)

She also sent me an email on fri,sat and sun and threatened to report me for lack of reply...check mn BUT I have been minus internet for 10 days (hell I know..!) hence no reply till today..

she awaits my reply.

I have typed a reply but not sent one and need advice.

She seems v unhappy with the item so I suggested returning it to me but at a cost to herself for the return postage...I would then (upon receipt) refund the full amount she paid (it inc p&p as p&p was free..)

is this fair..?

I don't agree with her BUT yet im not in the mood to get into an argument iykwim...YET im no push over..

TIA x

shhhh Mon 03-Aug-09 17:08:26

anyone..?

Lostmykeys Mon 03-Aug-09 17:11:32

This is the risk your buyer takes purchasing an item on ebay. I sold an item last year, the purchaser gave me loads of jip and then went mysteriously quiet - I think he was just trying to get some money back off me. I think your response seems fair.

shhhh Mon 03-Aug-09 17:13:57

phew..! for a moment I thought fellow mner's were thinking I was wrong.smile.

Im not happy offering a refund as imo they are fine (I have 100% feedback and over 200 feedbacks so im a genuine good seller iykwim..) BUT to keep the peace I will offer a refund...just wondered if I should pay her postage to return the item..BUT me thinks I shouldn;'t..

SNOWBall4girlz Mon 03-Aug-09 18:45:57

No if the buyer wants to return it she under the rules has to pay the postage and should send it recorded with proof of purchase.

She may just decide to keep it, good luck.

shhhh Mon 03-Aug-09 19:27:27

oh, didn't know she had to send it recorded...can you point that out on ebay for me by anychance snowball blush just so I have it should she query it iykwim..pretty please..smile

I have emailed her saying the above and am awaiting a response...hmm..

blueshoes Mon 03-Aug-09 20:05:01

The few times I returned an item on eBay for a refund, I have always paid the cost of postage to return and did not send recorded but got a certificate of posting instead.

I think the only time you have to pay the return postage is if the item does not conform to description.

It is good practice to describe any bobbling. In fact, I would not sell an item on ebay that has bobbling. I have received items with bad bobbling (which I did take up with the seller) and much worse.

On the whole, if I was a seller and a buyer got arsey, I would just refund the item upon the buyer returning it. If the buyer wanted me to pay the return postage, I would also bite my tongue and do it. The amounts involved for clothes don't tend to be enough to waste too much time and energy to go into argy bargy and end up with negative feedback.

Just my opinion. Sometimes, it is unfair but most sellers have I dealt with take it on the chin, and that has been my philosophy as well.

blueshoes Mon 03-Aug-09 20:13:38

snowball, I am not aware that eBay rules stipulate the returns must be sent recorded.

I believe eBay recommends recorded to avoid problems, which is sensible for a buyer as the seller is not obliged to return until they receive the item. But eBay afaik does not make it an obligation on the buyer to use recorded post.

shhhh Mon 03-Aug-09 20:26:20

Thing is blueshoes, the top was a character one and the bobbling was just to one part of the character and imo not something I noticed and thought enough of to note it iykwim....

Im not sure if it occured after 1st wash or was part of the design iykwim...

I never sell any item I wouldn't buy myself (even though I never buy used items...) and I felt the condition was as described.

I have had items from ebay new that weren't as described (non genuine or wrong size etc) BUT I never took the issue any further. Just left feedback and made a note to not buy from then again..oh and the amoount involved was about 6x what this item was...!

I know that cost isn't always a factor BUT on the other hand why should it cost me to accept it back..? I will be out of poacket already by postage x1 so why make it x2..? Its money to me as well, no matter how litle.

blueshoes Mon 03-Aug-09 22:01:33

shhhh, it sounds like a genuine dispute over the condition. I would not offer to pay the return postage. The only issue is what if the buyer insists - but you can cross that bridge when you get there.

For small items like clothes, the chances of a buyer trying it on is quite low. Who has the time? It is annoying when these things happen, but I believe a seller must offer good service. It is up to you.

maxybrown Tue 04-Aug-09 16:28:47

No, do not pay return. To be covered by PP they must send recorded!

shhhh Tue 04-Aug-09 17:23:53

thanks maxy. Have emailed to advise them..will see what comes back.smile x

shhhh Tue 04-Aug-09 17:23:54

thanks maxy. Have emailed to advise them..will see what comes back.smile x

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