posted on March 6, 2010 07:52:51 PM new
kozersky: I am not quite sure what all of your points are. I am certainly not convinced this issue is over. I am surprised that she has not contacted me. I know I would be contacting the seller if the roles were reversed.
The item was paid for through an echeck.
I guess I could take the purse to be checked, but the buyer can still claim whatever she wants once she gets it back. SHE has never said that it was not authentic but there is nothing to prevent her from claiming that a returned purse was not authentic even if I get it checked.She could claim the same switchero.
posted on March 6, 2010 08:47:49 PM new
there is a way to attach the tag to any merchandise so she sees your tag and she wants it and now she can sell hers with your tag.
There is also a way to shrinkwrap a book or anything if you have access to the machine.
Just write it off and move on.
*
There is no 'Global savings glut',only wild horses and loose bankers.
[ edited by hwahwa on Mar 6, 2010 09:09 PM ]
posted on March 7, 2010 09:03:13 AM new
i'd agree... at this point just move on. if you receive contact from her, then offer to return it to her at her cost. if you don't... forget about it.
I should say though, if she truly intended on having ground to stand on for a return, she wouldn't have used an e-check to make payment. There is little she can do at this point. She can try to make a claim through paypal which will likely side with eBay, especially if she continues the story she has given already or if she tries to change her story. The only other thing she can do is go to her bank and ask them to reverse the check payment, however she has to have a very legitimate reason for this otherwise she will be committing fraud. The most likely way for someone to reverse a check is to claim she never authorized payment. Pretty tough to do at this point, especially with the messages she sent. She'd be dumb to do that... but then again, she was dumb to return the item without the tags. Make sure to keep the photos of the auction so that it shows the item with the tags.
posted on March 7, 2010 09:04:19 AM new
also, have you checked her items for sale/sold? i'd be curious to know if she listed a purse like this one with tags!
posted on March 17, 2010 03:18:40 PM new
I knew this wasn't over. She now claims "Not As Described."
I got one answer from CSS, you do not need to refund. I got a decision from the dispute, you do not need to refund.
Now, Collin says,
I received a call from your buyer today for item #####. The
previous case was an Item Not Received. We closed this out as the buyer
had received the item. The buyer was not happy with the purchase and
returned the item. Looking at your policy on this listing, you have a 7
day return policy. We have gotten tracking from the buyer, showing that
they have sent the item back to you. At this point you have the item
and the money. The buyer has now opened up a Significantly Not As
Described case, as the return policy was not honored. This case will be
open for the next 7 days. If a refund is not issued within that time,
we will go ahead and make a decision at that point. Please do what's
right for this member.
If you have any further questions or concerns relating to this case,
please reply to this email.
Thank you for being a valuable member of the eBay community. Have a
wonderful time shopping and selling on eBay!
posted on March 17, 2010 05:39:34 PM new
I would let Colin know that the case was decided in your favor because the item returned was not in the same condition as the item sent. I think you should point out that the buyer is also a handbag seller and knows full well that removing the tags greatly diminishes the value of a designer handbag. If she is going to claim "significantly not as described", I guess you could claim that you didn't get the same item back since the one you sent had tags (as evidenced by your listing) and the one returned did not have tags!
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posted on March 17, 2010 05:48:54 PM new
merrie, now this is what I meant - you do have to do something:
(1) take the bag to be authenticated - advise ebay that you are doing so, you do have a legitimate concern as to an authentic bag being returned. Advise ebay that you are doing so, and ask that any determination wait until the results are known.
(2) if the bag is not authentic - advise ebay that the bag returned to you was a fake - ask them if the bag should be returned to the buyer - or be sent to ebay.
(3) remind Collin and his friends at ebay, that you sold an authentic bag with tag on. The bag returned without tag, has a diminished value - you do not have to accept damaged returns. Stress that the tag did not have to be removed from the bag, to determine if the bag was as described.
Or, you can always wait and be at everyone's mercy ...
posted on March 17, 2010 06:26:17 PM new
Hi Guys, here is what I wrote to Collin:
Hi Collin,
The item was not returned within the 7 days, but that is not the problem. The problem is the item was not returned with the tags attached which I specifically told her must happen so that I could resell it as a new item. She said in her statement in the original dispute that she removed the tag and put her items in the purse. Do you think I can now resell the purse as new with tags?? Will that be acceptable per Ebay's policies? When the purse was retuned to me I called Customer Support. I spoke to Abigail, (2/25) I explained the situation and she told I did not need to refund the money since the purse was not returned in the condition sent. I had Abigail repeat this to me twice. The call was recorded according to the Ebay message, please check that. I am not a hard to person to get along with and have worked hard to maintain TRS status. I have never had a case like this before that is why I called Customer Support for advice.
She left me feedback that the item was wonderful. Then changed her mind about the purse after she removed the tag and took it for a test drive. The item was "As Described" and I am sure she gave me a 5 in that category for the DSRs. Her feedback as a seller on item #260467483859, has allegations of a FAKE purse. Without the tags attached I have no way of knowing whether this is in fact the same purse I sent her and whether I could honestly relist it as such.
She claimed in her initial complaint that I could relist it. My suggestion is that since that is so easy to do. I will return the purse to her since it was not returned in the condition received (by her own admission) and my email through Ebay's messaging system states that the tags must be attached to receive a refund. That email was sent prior to her shipping the purse back. She sent the purse back any way without telling me it was going to be returned without the tags.
I am very disappointed that I was given information from one staff member and a decision and now am being asked to do something else. I really do understand that I am not entitled to the money and the purse, but I did not get back the purse that was sent. The purse was altered. I will happily return the purse to the buyer.
Please let me know how we can conclude this dispute, thanks,
posted on March 17, 2010 06:32:19 PM new
Also, I will take the purse to be authenticated, but at this point, I do Not want the purse. I should not have to jump through hoops and the buyer should not be able to change their complaint to suit their purposes when they do not win one dispute, HEY just say there was another reason!!
posted on March 17, 2010 06:35:51 PM new
I couldn't help myself, I sent another note, also!!
Hi again Collin,
Don't want to be a pest, but just wanted to mention that the buyer received the purse on 2/10 and it was not mailed back until 2/18. Not the 7 days as stated. Also, I would not be able to return this purse to a brick and mortar store such as a COACH store and expect a refund if I had removed the tags.
Thanks again, sorry to be a pest, but am very upset and confused about the advice and conflicting information.
posted on March 17, 2010 07:30:45 PM new
Did you guy/gal read what Collins said-do what is right for this member and have a wonderful time shopping and buying on EBAY?????????
May be Collins got hold of some of the Prozac stolen from Eli Lily warehouse?
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on March 17, 2010 08:26:37 PM new
Merrie, I think your reply was great. You shouldn't have to have the purse authenticated, it's her purse. Return it to her.
[ edited by pixiamom on Mar 17, 2010 08:27 PM ]
posted on March 18, 2010 04:47:56 AM new
Good letter Merrie! Now let's see if eBay does the "right thing" for a treasured and trusted seller!
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posted on March 18, 2010 04:03:11 PM new
New response from Ebay from yet another REP. It is amazing as in another thread that they respond so quickly.
Thank you for the additional information in this case. I can understand
how frustrating it can be when you feel you have gone the extra mile for
a buyer and in the end they were not happy with the item. From reading
your messages I also understand this is the first time in 12 years this
has happened to you. It is the nature of business that customers will
at times want to return an item, you are very lucky that this is your
first time experiencing this.
Looking at your listing you do offer a 7 day return policy. I see the
buyer recieved the item on 2/10 and on 2/11 she emailed you stating she
wanted to return the item. On 2/12 you told the member you would give
her money back once the item was returned. When deciding on cases, it
is the notification of wanting to return an item we are looking at, not
the actual date the item returns to the seller. This is because just as
seller's do not control the shipping times either do buyers.
Reviewing your return policy details you stated: Returns accepted minus
shipping charges. Please contact us if there is a problem, we aim to
please. Your policy does not state it must be returned with tags still
attached. This information was not communicated upfront and for a
policy to be enforced it needs to be stated up front in your listing.
You had stated in your email to Collin, you would return the item to the
buyer. The member has already communicated she did not want the item
she felt it was larger then she needed and it kept slipping off of her
shoulder. If you returned the item to this buyer, would you be honoring
your return policy? The bottom line question is: What needs to happen
here to make this situation right? Again, you stated in your return
policy, "we aim to please".
I appologies a member of my staff communicated to you, that you did not
need to refund your buyer. I will address this with this
representative. However, is it fair for a seller to have the item and
the money? From a buying prospective how would you feel if you returned
an item and the seller said I am sorry you clipped off the tags
therefore I will not refund your money?
The case will be open for the next few days, giving you the oppourtunity
to do what is right for your buyer and for your business. After a few
days I will review the case further and if needed make a final decision
in this case.
Thank you for being a valuable member of the eBay community. Have a
wonderful time shopping and selling on eBay!
posted on March 18, 2010 04:05:15 PM new
I will send my response next, note all of the misspellings. I am sure I have some in mine, but this way sent as a business communication.
I guess customers can just change their minds, alter products and still get sympathy from Ebay.
posted on March 18, 2010 04:07:03 PM new
Dear Terah T.
I also encourage Ebay to do what is right to their customers, which are the sellers, ME. I emailed her through your messaging system, the return will be accept WITH TAGS STILL ATTACHED!!! Did you see that email??
That email was sent prior to her mailing back the package and after she had removed the tags. She freely admits she removed the tags. I have no way of knowing whether this purse is the same one I sent to her.
This case, the first I have EVER had has made me change all of my return policies on 200+ listings so that no one in the future takes advantage of my wanting to be kind to customers. I have accepted returns in the past when people have changed their minds, no problem, (I did aim to please) but the TAGS HAD TO BE ATTACHED, THE ITEM HAD TO BE IN THE SAME CONDITION AS RECEIVED. Coach stores would not take a bag back with the tags removed, why should I?? Should I accept returns of dirty, ripped items, just because the customer wants to change their mind??
I think my FB and track record versus lesson12's should speak volumns.
Also, the misinformation given our by your CSRep should weigh in my favor. They said I DID NOT need to refund. Did you listen to that tape?? Who am I to believe in the future??
She controlled when she shipped the item, it was shipped on 2/18!! I am not talking about when I received it which was not until after 2/22. She may not control how long it takes to get here, but she did not send it back until 2/18 I have the postmarked box right here.
The dimensions of the bag were included in the descriptions. She know the Carly brand. Again, no problem, if the TAGS WERE ATTACHED!! I would never clip off a tag and them try to return it, if I altered the item in any way, I would assume responsibility for it.
If I am such a valued member of the Ebay community, treat me like one. I am giving you the opportunity to do what is right by YOUR customer, ME, and your business, EBAY.
posted on March 18, 2010 05:33:54 PM new
please keep repeating in your communications with eBay that the seller is a handbag seller herself. I think this is vital information.
posted on March 18, 2010 05:54:25 PM new
Now this is interesting,since you did not say buyer must return the item with the tag,so it is ok not to include the tag in the return!
How about clipping off the label,I would like to sell old clothes with the CHANNEL label,may I borrow your labels??
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on March 18, 2010 07:18:51 PM new
I never knew how much they would rely on what I put in my return policy. I thought more interest would be in our communication once she requested a return. I specifically said tags must be attached and all documents, dust bag returned with the item. No return policy can specifically cover every contingency unless you only sell one item.
I have learned my lesson on this one. I have written a very specific return policy and have adapted it to the different items.
I am sure they will find something else to get around that. Look at shagmidmod's latest thread.
They do what they want. They hold the cards.
I am going to call and ask for a supervisor tomorrow. Do they have them or do all the reps make their own decisions and then they get over ruled by someone else!!
posted on March 18, 2010 08:03:07 PM new
This is pretty much my return policy now. I change it slightly depending on the item.
ALL REQUEST FOR RETURN OF THE ITEM MUST BE APPROVED BY THE SELLER PRIOR TO RETURN. ITEMS WILL ONLY BE ACCEPTED FOR RETURN WHEN THE ITEM SHIPPED IS SIGNIFICANTLY DIFFERENT THEN THE ONE DESCRIBED. REFUND IS FOR THE PURCHASE PRICE ONLY AND DOES NOT INCLUDE ANY SHIPPING COSTS INCURRED DURING THE TRANSACTION.NEW ITEMS MUST BE IN CONDITION SENT, NEW IN THE BOX WITH TAGS ATTACHED.
posted on March 19, 2010 06:03:21 AM new
Merrie, that addition to your return policy should give you more clout in the future with troublesome disputes. Also, expensive items which are often duplicated should be authenticated before listing, even if such items have tags.
My solution... You should send the bag to Ebay and Ebay should refund the buyer. Since you were misinformed by the first Ebay representative on the phone they should assume this responsibility. Leaving either you or the buyer with both a refund and the product is wrong, as one representative acknowledged in her letter.
posted on March 19, 2010 06:21:52 AM new
Helenjw: I was thinking the same thing about Ebay taking the purse and refunding the money to the buyer. They can donate it to charity if they want. That would be the best thing to making a VALUED customer of theirs (ME) happy.
They were wrong twice already, I think they share some responsibility in this mess.
posted on March 19, 2010 07:09:35 AM new
I was going to visit my local Coach store and explain my story, but was afraid if they determined the bag a fake, they would confiscate and I would rather have a fake bag (I will return it to my daughter or give it to my other daughter) than none at all.
So, I decide to browse COACH's webpage. Here is what it says about counterfeits:
Coach DOES NOT offer its merchandise for sale through individuals, street vendors, unauthorized retail locations, internet auctions, or at house parties. The ONLY avenues in which Coach offers its merchandise for sale is via: 1) Coach Stores; 2) Coach Factory Stores; 3) Direct Coach Catalog Sales; 4) Authorized Department Stores; 5) authorized specialty stores; 6) limited duty free locations; 7) corporate accounts; and 8) our website, www.coach.com. If you purchase a Coach item from an unauthorized source, such as an internet auction, Coach is not required to offer a determination regarding the item's authenticity. Also, Coach will not provide specific tips on how to determine if an item is counterfeit. As you can understand, counterfeiters could use this information to the detriment of Coach. The only way to guarantee the authenticity of a Coach item is to purchase it via the avenues listed above.
So, I think I am done with the very long, sad chapter in my Ebay experience.
Tehan (whatever) says I am very lucky!!!! that this is the first problem I have had in my long and illustrious career on EBAY!!
posted on March 19, 2010 08:01:28 AM new
You might try using a guide to see if the bag is blatantly counterfeit - or to give you a good idea of places to check the bag you have against your photos.
It would be tempting to stand your ground and see how it is resolved but I don't blame you for just wanting to be done with it!
-------------------------------------
Since you were misinformed by the first Ebay representative on the phone they should assume this responsibility. Leaving either you or the buyer with both a refund and the product is wrong, as one representative acknowledged in her letter.