posted on September 17, 2013 07:20:43 AM new
Yep. I'm sure she feels like the victim in this without any comprehension that I have tried to correct it.
I have already saved a feedback response and feedback for her... just in case.
posted on September 17, 2013 11:35:24 AM new
And now you have the $30 item and the $30 returned refund. Buyer is stuck with a much cheaper item that she never ordered. Is this fair? You profited from your mistake!! She IS the victim! In the very least you should send her the difference in cost of the items(less your shipping label).
She is justified in thinking she got screwed - she did!!
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posted on September 18, 2013 02:51:38 PM new
Sorry Neglus, but I have to look at this a bit differently. She had the opportunity to return the item for free at a minor inconvenience of wrapping a glass in the supplied bubblewrap, packing into the same box with the supplied peanuts, print a label and put it out with her mail. She chose not to. She thought eBay would just issue her a refund, but they required her to return it and she still didn't when they sent her a label.
If I go to the mall, buy a $30 item at Sharper Image, get it home and it's defective, I have to go back to the mall and exchange it. It wouldn't be my fault they sold me a defective item, but it is their fault for selling it. If I choose not to return the item, I have made the choice to waste $30 on an item I cannot use, and most definitely don't want. It is an inconvenience, more so than this is.
I had absolutely no problem sending her a pre-paid label for her to return it. I sent it to her without her even suggesting it. She didn't have to go to the post office. She just needed to repack it in the same box, using the same packing materials we used when she received it. She could then put it out with her mail.
You don't really have to schedule a pick up for a small item like that. We actually have never scheduled a pick up, we just put our small packages out and our courier picks them up, no matter if its the regular or a sub.
She had control over returning it and getting the correct item. It was her choice, not mine at that point. She screwed herself because it is pretty obvious she wanted to keep both items.
posted on September 18, 2013 07:29:37 PM new
Shag,
You are just assuming ,from all the years I sell on internet,I found so many different kind of people buying and selling,some are sharp shooters like ourselves,always know the latest of Ebay,Paypal,USPS etc,tips and clues and how to,but there are also some out there who are disabled,limited in resources,working graveyard shift,have other responsibilities such as taking care of elderly or young ones,or have no one to take care for them when they fall ill,car breaks down or child becomes sick or just lost their job or loved ones.
some are going thru a divorce and have to make sure packages do not fall in the hands of the 'opposite party'.
One widow told me she has to keep the packages away from her step daughters as they would confiscate and include them in the estate settlement,some would whisper and said she lived with her father in law when in fact she is living with a disabled husband.
Some apologied as she became distracted when her kid was ill.
She may have lost the label,or cant print the label as she has no printer or cant download ADOBE VERSION XI or no way to get to the post office or have already thrown away the box and the bubblewrap.
Some folks are just too proud to say they dont have camera,fax or printer or a scale,some just dont know how to hook up a printer with their pc.
I know when I ask some buyers to fill out the insurance form and fax or email back to me,they just cant do it.
Your buyer may just be one of those people.
I see that you made plenty of excuses for yourself,that you were under medication,you were distracted ,so therefore you made a mistake.
[ edited by lostmymojo on Sep 18, 2013 07:32 PM ]
[ edited by lostmymojo on Sep 18, 2013 07:36 PM ]
[ edited by lostmymojo on Sep 19, 2013 07:07 AM ]
posted on September 19, 2013 08:12:06 AM new
Here's a novel idea - if you have all these problems/issues, don't buy off the internet.
Every now and then things like this are going to happen.
The value of the glass she received was low and I think if it was me, I would have just sent the correct glass and be done with it.
However, Shag had the right to request the return of the wrong item. If she could not print the label, she should have said so. I'm sure Shag could have mail her a label or something, had she only communicated with him.
If retaping a box, sticking a label on it and putting it by your mail box is too much trouble next time she can drive to every antique mall in her area and hope she finds the glass she wants. Yes that's much easier!!!
[ edited by ebabestreasures on Sep 19, 2013 08:35 AM ]
posted on September 19, 2013 08:40:56 AM new
lost - AND I was able to COMMUNICATE and act quickly to resolve the issue.
I can't copy and paste my conversations with eBay, but I can tell you that my discussions with the 2 eBay CSRs also felt the same as I did about the situation.
It's not rocket science to return an item OR send an email to communicate. I would have gladly mailed the label directly to her. It is fairly obvious that wouldn't have made much difference though.
If you use eBay, you are expected to follow their policies including communication, returns, disputes, etc. I went beyond their policies to make this right. She chose not to follow those policies. I can't force her to do so.
posted on September 19, 2013 08:54:07 AM new
I would have done what Ebabetreasures suggested,mail her the right item and let her do what she wants with the wrong one,she will thank you.
Yes,if we can only tell big time smoker to stop lighting up a cigarette, alcoholic to stay away from the bar and the muggers,rapists and burglars to stay home,the world would be a much better place!
Who are we to stop anyone to seek fun and venture on internet,so they dont have a printer,or they cant hook up their printer or they cant download Adobe Reader XI because they dont have window XP patch 2,patch 3 or they dont have money to buy new ink cartridge or paper,it is easy to say stop buying,we could also ask sellers who make mistakes to stop selling,hows that!
posted on September 19, 2013 09:03:59 AM new
Just had the same situation occur. I realized I shipped the wrong item to a buyer and before the buyer even received the item I was on it. Sent them an email telling them I made a mistake and please contact me as soon as possible. I waited and all of a sudden I receive an email from them saying they received the wrong item. Well duh? I asked if they had received my first email and he said no he just deleted it. This person has purchased a second item from me while the first was in transit. Here's where it gets good.
The buyer wants a full refund for the item he purchased and didn't get - that's fine. He wants to keep the incorrect item for free and....wait for it....He wants to have the second item he purchased send at no charge to him. He wants it completely free!! I responded with the offer of shipping the correct item with the second one he bought at my expense and he can keep the incorrect item as it is in the same family. Nope - not enough. He wants a complete refund and 3 items for nothing because I had the audacity of making a mistake.
posted on September 19, 2013 09:17:02 AM new
But he probably doesn't have a printer or is running Windows 8 or some other make believe story that was cooked up.
[ edited by shagmidmod on Sep 19, 2013 09:17 AM ]
posted on September 19, 2013 09:33:09 AM new
OK Capolady! YOU have one of the worst buyers ever! Seems like your buyer is a good communicator and is not afraid to tell you exactly how greedy he is! I am not making excuses for him. So what are you going to do? After your drink that is
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posted on September 19, 2013 09:52:31 AM new
Capo- I think you are in a situation where the buyer is walking a very thin line of extortion. I agree, you have a much different type (and worse) buyer than mine.
Have they suggested they would leave negative feedback if you don't comply?
I hope you stick to your guns on this. Are you communicating through eBay's system? If not, make sure you do. I would continue to offer what you have and decline any extras they want. The two transactions have nothing to do with each other.
I think your offer of a refund OR send the correct item is valid at this point, but considering how they have handled it, I personally would require them to return it first. Rudeness and demands shouldn't be tolerated. People do make mistakes and I think a seller has the responsibility to resolve it quickly, but they shouldn't have to cave to the demands of a buyer who is unreasonable.
If he choses to accept the correct item, I would suggest NOT packing the item with the 2nd purchase, but send it separately so you have proof the item was shipped if you end up shipping it. This type of buyer may claim the item wasn't in the box if you ship together.
Keep them communicating, they may end up going all the way into feedback extortion if you let them. Just keep it within eBay messaging.
[ edited by shagmidmod on Sep 19, 2013 09:54 AM ]
posted on September 19, 2013 09:58:15 AM new
I strongly do believe that buyer attitude goes a long way with how a seller should CHOOSE to handle an error, return, or refund.
posted on September 19, 2013 10:05:53 AM new
I would offer to cancel the second transaction if the buyer insists on a refund on that one. I would also offer to refund the transaction where you made a mistake and let him keep the item shipped in error. At least you get to keep both items this way and aren't out any more shipping.
posted on September 19, 2013 10:06:54 AM new
Capolady.
You should call Ebay and have them cancel the two transactions,let him keep the wrong item and move on.
People are getting nasty,I bet he is going to resell all three items as a set.
posted on September 19, 2013 10:14:46 AM new
Shag - a seller's attitude has a lot to do with how buyers respond as well.
Your buyer was not properly sympathetic to your medical problems I guess. Instead of asking her how she wanted to handle the mistake, you told her how you were going to handle it and went ahead and emailed a shipping label without her agreement. It is bound to go downhill from there. She is thinking you are a scammer and you are thinking she thinks she is entitled to something. Communication is a two-way street.
And by the way, we all know what we think of eBay Customer Service. Having them agree with me would almost make me want to do it another way. Your rep was clueless when he/she was "flumoxed" and thought buyer might be trying a switcher-oo. There was nothing to even hint that that was the case.
All being said, wouldn't it have been easier to refund the lady's money and let her keep the Droopy Dog which was worth about the same as that shipping label that went unused.? Just sayin'
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posted on September 19, 2013 03:40:58 PM new
neglus- I disagree that someone "deserves" freebies just because of a mistake, especially after they started off so rudely.
"I received the wrong glass and need to know what you are going to do about it! I paid for a slow poke pepsi glass and its not it!"
I think the tone in her email is quite self explanatory in how this began, and rather than get tangled up in her attitude, I simply went to work, sent her a return label immediately and tried to work it out as quickly as possible.
I asked her if she wanted a refund or the correct item... her reply in all caps, "THE CORRECT ONE".
I actually sold a similar Droopy glass for $20 about a month earlier. I'm not going to offer freebies to rude people. If I was trying to be difficult I would have asked her to return it at her cost, which would not be fair. I went beyond what eBay required, which is fair considering my error.
[ edited by shagmidmod on Sep 19, 2013 03:54 PM ]
posted on September 19, 2013 04:01:06 PM new
I think my experience in negotiations is different than others. I used to work in a law office and had to also negotiate face to face in our business. I have no issue working through a difficult situation until someone starts "talking down" to me and that is exactly how I felt about this buyer. There is no reason to be rude, to continue to jab fingers at someone when they are obviously making an effort to resolve it.
You may tolerate that differently, but I just will never accept it. I have too much pride in myself to allow someone to talk down to me.
posted on September 19, 2013 06:00:07 PM new
"I received the wrong glass and need to know what you are going to do about it! I paid for a slow poke pepsi glass and its not it!"
/////////////////////////////////
You think this is talking down?
You obviously have very thin skin,you should consider going back to the legal profession!where they talk mumbo jumbo and charge 250 dollars an hour !
posted on September 19, 2013 08:39:01 PM new
Yes, I do think it is talking down, however I don't get confrontational with someone over it. I just won't allow this type of person to dictate everything.
I actually have quite thick skin. I'm just not going to allow people to mow me over with demands and rudeness. I simply ignore it, focus on resolving the problem and learn from my mistake.
As I pointed out, I never once did anything confrontational toward her. I apologized for my mistake and offered to fix it at my cost.
posted on September 20, 2013 04:08:27 AM new
Well, He made the mistake of feedback extortion. I sent everything to Ebay and got a response yesterday afternoon. I requested that I refund all monies I had received from him and send him a return label to send back incorrect item. I also requested that if he leaves negative feedback it be removed due to feedback extortion. Ebay agreed with my suggestions. They cancelled both transactions and sent him an email stating that they had done so and told him he must return item at my expense before the seller (me) would issue a refund. They also included a statement that feedback extortion is against eBay's policies and he could be suspended. So I sent him a return label by email and waiting to see what he does.
Really, with all the people I deal with in the course of a day someone like this is rare. Most of my customers are fair and honest people which is why I continue to do what I do. This still beats an 8 to 5 any day of the week.
posted on September 20, 2013 07:43:20 AM new
I have a buyer who called me instead of using Ebay email asking me to refund first before he returns my item,see,there is no record of the phone conversation I can show Ebay ,when I refused,he negged me.
If we dont answer the phone,Ebay will punish us,if we answer the phone,we get scammed!
posted on September 25, 2013 02:32:48 AM new
Well, my nightmare is finally over. Evidently this buyer bought my items to replace identical pieces that were broken. So what does he do? Of course he takes photos of the items he originally had that were broken and represents them as the ones I sent him. So now he has 3 items, a full refund on all monies he paid and gives me a big fat neg. I'm taking his photos to file with USPS for insurance refund, blocking this guy and moving the hell on.
posted on September 25, 2013 04:10:29 AM new
I'm confused (nothing new there)
Didn't ebay cancel the two transactions. How did he get the three items?
Won't ebay remove the negative?
