posted on November 29, 2000 08:41:15 AM
Well, finally, I've got one of my own. A problem buyer.
This buyer bid on a widget, paid via a PayPal echeck. The widget was mailed promptly and received by the buyer.
So now comes the e-mail from the buyer. Buyer disagrees with my description of the widget, calling it "fraud", and concluding "I want my money refunded. All of it. If not we can go to war."
My auction terms stated "no refunds or exchanges", but I was in process of deleting that line on my ongoing auctions so I have no problem sending the refund. I send an e-mail to the buyer informing him that I would refund his purchase price.
And now comes another e-mail from the buyer. Buyer demands immediate refund plus postage/handling for returning the widget, prior to the return of the widget, and concludes "Today. Otherwise I am reporting this to eBay Safe Harbor and PayPal (who will suspend your account until this is solved) and leave negative feedback. It's up to you."
I send the buyer an e-mail informing him that by purchase price I meant his bid price together with the postage/insurance/handling charge.
And yet another e-mail from the buyer. "You send the refund through PayPal with the extra postage to send it back to you. I will send you the [widget]. Otherwise I will start the complaint process. Is it worth the $X to you to have go to through the process of explaining to eBay and PayPal that you made false claims about an item you were auctioning and that you don't trust the complaining party to return your fraudulent item".
I respond:
"EBAY policy regarding any request for credit of final value fee, according to the EBAY website, is the return of the item followed by my return of the purchase price. This is also the acceptable steps to obtain refunds for "mailorder" items that do not meet a buyer's expectations.
"I do not appreciate your comments that "we can go to war", or the threat of filing complaints with EBAY and PayPal, the latter of which you state "who will suspend your account until this is solved", as well as the threat of negative feedback on EBAY. I believe some of these comments are specifically prohibited by EBAY and will respond to any inquiries by forwarding your e-mail (with headers) if needed. You are likely correct on the action PayPal will take.
"(I have returned one item purchased on EBAY myself which did not meet my expectations, simply by paying the postage to return it and then having the seller send me a refund.)
"My earlier e-mail informed you that I will refund your $X purchase price together with the $X postage/insurance/handling charge, for a total of $X upon receipt of the item.
"I am unable to process any FVF credit with EBAY until the item is returned, so again, please advise if you will be returning the item.
Thank you very much."
I have mailed out numerous widgets and the latest group is just now arriving at the buyer's homes. All postive feedback thus far, no problems at all, except from this single "extortionist".
So the question is, would you adhere to what I believe is a reasonable refund policy or give in to the buyer's demands?
posted on November 29, 2000 08:44:42 AM
Is it an expensive widget? Do you think the buyer is trying to get a freebie (you refund, he doesn't return widget). Maybe $10 or less isn't worth the headache.
posted on November 29, 2000 08:51:36 AM
Don't give in to this @-hole. Your response was perfect, very concise and to the point. Hopefully he will come to his senses and cool down. I don't believe you have anything to fear from eBay---and regarding Paypal, you already know the drill---they have their silly rule about freezing the account until they complete their investigation---if you take steps now you shouldn't have much to worry about---plan to contact them by phone and have the phone #'s handy, plus take out your current balance now so it doesn't get tied up in the meantime. You are right on this one, be strong!!! Jerks replicate unless squelched!!!
posted on November 29, 2000 09:38:11 AM
dimview, You are handling it just as you should. If this bidder bought something at Walmart they would not give him a refund without returning the item.
posted on November 29, 2000 10:09:30 AM
dimview> This very thing happened to me with a twist and the best way is to head them off at the pass like I did. Scenario> A bidder who won an auction, emailed me first with "where do I mail the check" and that was the last I heard from them. (At this point keep a running daily written report from end of auction to present, all mails to and from etc). I sent the reminders, I sent a mail to a friend, I sent a third reminder, I sent a NPB and later filed Neg. He comes out of the woodwork and pays me by paypal, after all of this. I called PayPal and told them I was dealing with a nutcase of the 1st order, (YOU be the first to complain so they can flag his account). PayPal was simply WONDERFUL and quick to take action. I beamed the money back to him less the fees PayPal took out for the transaction, and in the memo left a detailed report of times and dates and actions taken all along the way. I also stated this transaction is null and void. Then[/b} I wrote to safe harbor, with a copy of the beamed back payment and my notes attached to the refund, copies of all of my letters and attempts to get ahold of this person, and EBAY responded VERY quickly. He is now suspended. [b]DO NOT succumb to threats or blackmail. This is exactly what this person is trying to do with you. Call PayPal direct and ask for assistance. 1-800-836-1859. It might take them up to half an hour to get to you but wait it out! Impress upon the paypal person that this buyer is trying to extort money out of you with threats to your PayPal account and do it now!That because of some nut you do not want your account frozen or flagged in a bad way! Make a notation of the time of the call. Then call Ebay...1-888-749-3229 and relate all of this to them and follow it up with documentation. This buyer will be delt with believe me. I have complained about PayPal but up to this point, their phone customer service has been A++++ with me! Keep us updated, would you?
posted on November 29, 2000 06:40:18 PM
Well, I've learned that my buyer is also a seller of widgets in the same and related categories.
His own terms, which appear particularly onerous, state:
(i) Payments made through online payment services must be made within 48 hours of an e-mailed end-of-auction notice.
(ii) Money order payments are due within seven days of the end-of-auction notice. With an exception for payments arriving on the eighth day or those making prior arrangements before the auction ends, "If the money order is not received in this time period, you have two options. (1)Pay a $10 late fee. (2)Forfeit your money."
