Buyer not happy - feel terrible!

[sybilfaulty]

Hello

I am fairly new to this Ebay lark, so please bear with me.

I have just sold a top for £20. Sent it out to the buyer, who has emailed to say that it had marks on it and a pull in the fabric. She is going to send it back for a refund. I honestly did not notice any marks and frankly would not have sold it if it had had a pull in it.

I have offered to refund her in full once she sends it back, but feel very guilty and upset. What if she leaves me terrible feedback? What else could I have done for her? I have had some disappointing ebay experiences and would not have knowingly sold rubbish

Any advice gratefully received.

Many thanks

[tillyfernackerpants]

hi sybil, I don't think people can leave negative feedback now so I wouldn't worry about that. Definitely do not refund until you've got it back though.

With the top if you think it was in good condition, then it could be that she's decided she doesn't like it or it doesn't fit her and has said this to ensure a refund.

Honestly, don't worry about it, ebay is a lot more hassle than its worth imho

[piscesmoon]

She can leave you negative feedback-the unfair thing is that you can't leave her negative feedback. Don't give her a refund until you recieve it back. I have had problems a couple of times and because I have been friendly and very fair, they didn't leave negative feedback-in fact they both left positive feedback! One was a breakage and one was something that I unknowingly sold incomplete. I look at everything before I list it and a write every slight defect in the description. I have no doubt some people just try it on, i.e. she didn't like it when she put it on but there isn't much you can do about it.

[southeastastra]

buyers can still leave negative but i don't see why she would if you refund.

don't feel guilty and upset, just forget about it. if you refund promptly she'll have no reason to leave bad feedback.

[sybilfaulty]

Good to see you Tilly

Buyers actually can leave neg feedback,alas - it's just sellers who can only leave positive or neutral. I am simply trying to clear some space and make a small bit of cash but would not want to send someone something dirty or worn. I#d be horrified if she put that about me in FB.

Perhaps ebay is more hassle - don't think Freecycle much better though!

[sybilfaulty]

Thanks everyone. Feel a bit better now. I do try to list faults (have a grobag on at the mo with a small hole in it, have put a photo and measured it) but I honestly didn't see any. Once I get it back, I'll refund her.

Do I have to refund her for both sets of postage? I am thinking yes, is that correct?

THanks for all the help.

[piscesmoon]

Unfortunately you would have to refund both sets. If you get it back and can't find the fault I would be tempted not to - but then you risk negative feedback and so it really isn't worth it.

[sybilfaulty]

thanks pisces, will do. Wont be a huge amount amyway as it's just a wee top.

[mogs0]

I take fb with a pinch of salt and if the majority of your fb is good then I wouldn't worry. If she leaves a neg then reply with a factual comment like 'hadn't noticed any faults prior to posting, full refund given' then it shows any future buyers that you are reasonable and that buyer was being difficult.

[sybilfaulty]

Quick update - have just got the shirt back. No visible marks but there is a pull in the fabric which I don't think was there before. Looks like it has been caught in a belt or something. Can't prove anything though.

Have refunded her the total plus sent a payment to cover her postage. WIll now wait to see what she does.

Thanks for your help earlier in the week. Feel much better as I thought I was going a bit mad but now realise she is probably at fault rather than me.

CHeers

[piscesmoon]

I bet she just didn't like it and is looking for a way out-sadly there isn't a lot to do, if you value your feedback.

[sybilfaulty]

Pisces, she's now sent an email thanking me for the prompt way I dealt with it, so am keeping fingers crossed for no bad feedback.

Would it be very bad to relist the top with attention drawn to the new pull???? I had to search to find it, so you would not notice it on....

[piscesmoon]

I don't think she can leave bad feedback if you were so good. I would re list but point out. I'm sure that she just didn't like it on! Unfortunately you get difficult people sometimes! I haven't got over someone telling me that my packaging was bad and a cup 'almost broke'! When I asked if there was any damage, she said not!!

[minko]

I had a complete psycho bid for my old biker jacket. Even during the bidding he was sending aggressive unpunctuated questions. When he won it I knew there'd be problems. He said it was too small (he said labelled incorrectly) and that it had a hole in it (news to me). I offered a refund but he never sent it back. I was actually scared he'd track me down at one point! He just left bed feedback (you can put your own comment beneath it in your records that other people can read). It's annoying as now I have 95% good feedback.

[maxybrown]

Can't you pull the pull back through as it were - oh and for future you only have to refund her orignal postage, not for her to return it. even if she claimed through PP and she won, they would not award her the return postage AND she would have to send it recorded delivery too to be valid for PP. Just so you knwo for future

[SoupDragon]

I think you did the right thing refunding both sets of postage.

[maxybrown]

Yes, it is common courtesy, especially when returning something with "damage" or not as described, I was just stating facts though

[sybilfaulty]

Thanks, I am new to this selling lark so all tips and info most welcome.

TBH, I felt I had to refund her both sets of postage as I had sold her something with a fault which I hadn't appreciated when I put it on for sale. I would not want to sell something which was flawed but sold as perfect and I felt I had let this woman down.

It's not so much a pull as a catch, and looks as if the material has caught on a sharp belt or something and got a couple fo tiny holes. You can't see it on and it's too small to show in a photo. Am going to have to describe the flaw and see what happens.

Thanks again.