posted on December 18, 2000 10:38:20 PM
I have such a problem here. An item of mine got sniped at the last second and won by someone. Payment was received and the item sent out. A few days after that, I received an email from the buyer stating that she didn't like the item and wasn't happy with it and demanded her total amount back including shipping and then she would send me back the item (a decorative knick knack type of thing). I had written a good description and had a nice picture so everything was clear when she bid. I said "no, I will not return your money, sorry"
My reasoning was that just because she changed her mind, that's her fault - why should I be obligated to refund her? I then received another email stating that there were parts missing from the item - this is not true at all and the photo proves it. But the real worrisome thing is that at the same time she bid on my item and won it she also bid and won an identical item from someone else. I fear she is swapping them and keeping the best one - my item went for $5.00 more than the other one. Am I obligated to refund her money? I feel like I'm being scammed here. I have also received several more emails - one saying she is putting a stop payment on her check (it was deposited several days ago) and two other emails where her husband picks apart my feedbacks.
posted on December 18, 2000 11:00:59 PM
Buyer's remorse is not reason to void the deal. Nor is finding it somewhere else cheaper. If the photo and description were accurate and complete, you're perfectly in the right to decline a refund--unless you advertise a "Satisfaction Guaranteed" policy, or some such thing.
I'd just politely tell them that the item was as described, and that you don't give refunds under these circumstances. You might get negative feedback- but when you're right, you're right.
posted on December 19, 2000 04:04:33 AM
Regardless of how you could handle a refund, one thing is crystal clear. Never give a refund unless the item is first returned to you in the exact same shape it was in when you shipped it.
Name me one B&M business that will refund first, and wait for the item to be returned...
posted on December 19, 2000 05:01:40 AM
You are under NO obligation to give a refund if the item was accurately described, and ESPECIALLY not if the buyer thinks they will get the refund first and send the item back later. (try it with Walmart and see how far you get).
Email her, attach a photo of the item and say: the parts you say are missing are clearly present in the photo that was on the auction. Perhaps you have it confused with the other one you bought from (seller) on (date).
The worst they can do is neg you. If they stop payment on the check, it might not make it in time to keep you from being paid for the item ... if it does, they MUST RETURN the item or it's fraud.
posted on December 19, 2000 07:48:00 AM
I have had this happen to me 2 times. In the first instance, I was cowed into not wanting a bad feedback so I refunded completly. The second time, I listened to the sage words of the long time sellers on this board, and wrote a firm, but polite email stating....
Dear XXXXX.
I have read and re-read your email a number of times, and then went back to the original listing and read that a number of times as well. I am completly satisfied that I, in no way, misrepresented in either word or photo the item that you bought. It was in perfect condition when it left here with all of its parts and the photo is further proof of that. In doing some further checking, I did notice you bought the exact same product from another seller for less money. Perhaps, and I say only perhaps this could be your reasoning to want a refund on that which you purchased from me. I pride myself on being an honest person both in my private as well as my professional life. In saying this, I also do not allow free previews of items bought on my auctions. I have to conclude, that no, I will not refund the item you bought. In the future, I would appreciate that you do not bid on any of my actions.
Thank You XXXXX
c/c Safe Harbor Ebay
That stopped them and any after them cold in their tracks. That one bidder is not going to make me or break me, but by being gone, will allow me to concentrate on the honest people out there and allow me to do a good job for them! This is what worked for me. When they realize you are on to them, they quit. If and when they don't, I will contact their ISP for harrassment, as many, with a computer, forget that little paper and the fine print that they signed when they got an isp in the first place, about harrassment.
End of Story...
posted on December 19, 2000 08:48:06 AM
Giving refunds for reasons outside of the description is a sure way to end up in the soup line. Particularly with graded items! Better be sure it's your's first then if necessary, refund. Otherwise, sale is done -move along.
