arghhhhhhhhh urgent advice please!! sixlostmonkeys you there???

[mumofdjandbabies]

sold a duplicate toy new in box

buyer has recieved but says box has been squashed by royal mail and they want me to put a claim in (they are very cross)

to be fair i think it could be my fault as i wrapped it up well but maybe didnt put enought wrapping round the box itself so maybe it has got a bit squased?? I have 100% so it was a genuine oversight dont think it could have got that squashed ... anyway

the toy itself is fine they have said

buyer is being really snotty wanted PERFECT and they havent got it

I can see theyre point

dont really want to lose my 100% feedback

HOOOOOOOOOOOOW DO I PLAY THIS PLease advice

they want me to put a claim in (with Royal Mail) I suspect so that they can keep the toy AND get a refund????

I am not going to put a claim in could I anyway???? Do I say no prob send the item back.
Do they pay for return postage or do I?

arghhhhh

Or do I offer a partial refund??

Help please this is my first ebay problem!!

hmm tricky one.
I've mulled over a few options but to be honest I think the best route is the simple one.
Send her a message along the lines of - "I am sorry to hear that your item became damaged in the post. Please return it to me including the original packaging and I will issue a full refund upon receipt"

This is the advised way to deal with these things and I always think it's the best. I think you are right, she wants the keep it and have a refund too.
If you tried to put in a claim with RM it wouldn't be straight forward. You would relying on her to provide evidence and if it is apparent the packaging was inadequate then they won't give you a refund.

I'd keep it simple, polite and professional.
If she is indeed after refund + item then she may get stroppy and threaten a neg - in which case simply reply to the neg with "full refund offered"

Re the return postage - if it is actually damaged then really you should refund her return postage. wait until you get it back though.
If she gets awkward allow her to open a dispute and then paypal will tell her to return it (at her own expense) before she can have a refund.

Thanks tons again sixlostmonkeys youre a gem
Ill do as you say and let you know how i get on!

will I ask her to return it recorded or special delivery?

oooh - can I hijack the thread please and also ask some advice?

I sold 2 pairs of kids trousers on Ebay - the guy haggled and got a good deal for them both and cheaper postage.

He emailed me earlier today saying that although the title said age 14/15 on one of the pairs of trousers (which they are) the category was age 15/16 and he would appreciate my comments. I replied saying that Ebay categories for Girls clothing go 13/14 then 15/16 so I put them in the most appropriate category.

He emailed me back saying 'where do we go from here?' so I replied offering a refund of the £3.50 he paid for the trousers once he returned them.

I haven't heard back yet, but I don't think he's going to go away. I really don't believe I am in the wrong, if I was I would offer a full refund etc..

I also don't want to lose my 100% feedback. HERE'S the listing.

Sorry again for the hijack!!

I'd just say return it. She should return it trackable ie recorded delivery, but you are not obliged to inform her of this (paypal will though if it goes through dispute) I wouldn't suggest special delivery as you will have all this extra expense to pay for.

Any chance you could link to her? I'd like to see if she appears to do this kind of thing often.

Both of you are suffering at the hands of buyers who are using the fact that they can neg and not be negged in return. They look for any excuse to try and get the item plus a refund or at least a partial

Bubblerock - you have responded correctly to his message.
You stated clearly on the listing what size they were!
If he gets back to you, tell him all this was clear on the listing before he bid and he should have discussed it with you then. Tell him the items are clearly as described and you have no comment to make on his nitpicking.

If anyone complains about anything I sell,and I am absolutely sure that I'm in the right, I just say "Sorry to hear you're not happy - please return it and I will refund in full" Usually they then go away - they can't be bothered to send it back. If they do send it back, and I think they're in the right I refund their postage. If they aren't then I just refund what they paid. I would never refund without seeing the item, but I don't think it's worth the angst of arguing with a buyer. Refund, then list again.

Bubble you clearly stated in your listing they were 14-15 you have to put them in a category that fits he would have just said the same if you had put them in 13-14.
I would state that the listing is an accurate description of the item and you are happy you have listed items accurately.
Would leave it at that!

thanks guys

for you bubblerock!!!!!!!!!!!!

Thanks for replying, I think I will stick to my guns if he gets stroppy. Bloody Ebay

UPDATE I havent heard anything back yet nor got any feedback....

UPDATE

AFter I apologised and offered refund

Buyer said .... hi, for me to send it back is going to cost! im not trying to get something out of you, I have checked the contents its fine. I will keep it. just a bit disappointed.

So that was very good result, she hasnt left feedback yet tho!

Fingers crossed they will leave ok feedback! I haven't had any response from my buyer - or feedback either

hope they are reasonable too honey bun!