posted on January 13, 2001 02:25:56 PM new
Everyone, I just started selling on eBay not long ago, so far business has been going fine, all the buyers were very happy with the items, shipping and packaging. Just recently I met a buyer who claimed the item I sent has been completed damaged in the mail. Although, it sounds unlikely, I sent the buyer a replacement, this time, particular very well packed! Unfortunately, the buyer emails again saying the replacement item is damaged. I'm not quite sure what to do, this buyer's feedback record is very good, with a couple of negatives and 100+ positives. I tried reasoning previously but it just doesn't seem to work out. I do not wish to get a negative feedback after paying double shipping and sending two items. Any suggestions would be greatly appreciated.
posted on January 13, 2001 02:35:32 PM new
xellos: This might be a "learning experience" for you... INSURE your packages.
Sorry that you are having a rough time with a cranky buyer. Hope you are able to calm them down... (have you attempted to call them by getting their contact information via the site map?)
Sometimes, attempting to "hammer it out" over the internet is too impersonal... maybe a courtesy call would bring a more HUMAN ELIMENT to this deal.
posted on January 13, 2001 03:36:20 PM new
xellos, Did the buyer send back the damaged item, or a picture of the damage? If not, how do you know it was damaged? It seems very unlikely that 2 items going to the same buyer would get damaged enroute, unless packaging was inadequate.
This sounds really fishy to me and I don't give a fig how high their feedback is. Everyone tries to get away with all they can.
I would want some kind of proof of the damage and would go no further until I received both damaged items back, at their expense.
posted on January 13, 2001 06:22:59 PM new
i was suspicious of the damage the buyer claimed as well, since all the other similiar items packed the same way in the past to other buyers all arrived safely. The reason I didn't ask for a return was mainly because of this buyer's 100+ high rating, I thought perhaps, accidents do happen. Also, the item was worth under $10.00. Insurance would have been a good idea, but my auction policy was to have insurance included only if the buyer demanded it to be. From the attitude of this buyer's last email, looks like his very next move is leave a nasty negative. Guess there really isn't anyways to avoid that.
posted on January 13, 2001 06:31:13 PM new
xellos...did you already leave this person a positive feedback..?...I think the phone call is a great idea....it would be well worth the few pennies it would cost to give a personal touch...You might want to ask this person to send back your damaged items and just refund them their money...and call an end to it...
posted on January 13, 2001 07:48:45 PM new
Always keeps the photos of your items in case the buyer insists the item was not described accurately.
Here is one scenario to consider. I know of one active buyer with a few ids, a person who is an avid collector in a certain category.
He snipes and bids with a real high number that makes no sense to market value. He gets the item, takes photos for a book he is writing, emails the seller, says there is a little nick or discoloration or some flaw of some sort not mentioned in the auction description, and demands to return the item. See what I am saying? He bids to get the item because it is a rare something or other and he wants to look at it and take photos of it, learn about it, research it, include it in his notes on the book he is writing, but he doesn't want to pay to own it.
If the seller puts up their dander over his assertions, he leaves negative feedback and initiates an investigation for mail fraud. A lot of sellers are real intimidated by him, the cost of having him bid on one of their auctions.
The cost to the seller is high. Say this bidder won the auction at $2500. He pays for it, the item is shipped. Within a few days of receipt of the item he is emailing the seller about an alleged flaw. The backup bidder has lost the opportunity to own the item. The emailing back and forth between the buyer and seller goes on for weeks. Usually the seller backs down, sends a refund, has to pay to get a $2500 item shipped back. During that time the $2500 item couldn't be listed. When it gets listed again, the backup bidders already went on their merry way to find other expensive things to spend their cash on and the item sells for $1200.
Some of the items returned by this person have been subsequently examined by experts and no flaws were found and a determination was made that the item was in "museum quality condition."
posted on January 14, 2001 01:10:42 AM new
Hello Xellos,
I would consider sending the money back; case closed.
There is always a chance that buyers cheat you. I friend of mine who has nothing but good ratings on ebay, sells from Europe; one buyer complained: she never received the package. Or did she notice his good ratings and reckoned by complaining she could get her money back(?)
Anyway, this is part of this business, I reckon. I would send the money back.
posted on January 14, 2001 01:27:13 AM new
If you can still save this transaction, do it. There's nothing worse than having a negative when you first start out. This buyer is probably trying to take advantage of your inexperience.
If you haven't left him feedback yet, don't. That may be an incentive for him to not post one for you, becuase he knows you can do the same.
If he does post a negative, it's up to you whether you want to reund the money, since the point in the refund was to avoid the negative. Or, you could send him a refund with a short note that has two words, and they're not "let's dance."
Actually, that's a bit childish, but you get the idea.
posted on January 14, 2001 05:24:43 AM new
Since bidder is already yanking seller around by the short hairs, I doubt that sending a refund (and assuming bidder actually acknowledges receiving the refund!) is going to mollify bidder into not leaving a neg if s/he so chooses. Sending a refund, after sending a replacement item, is IMHO what's known as "throwing good money after bad."
I don't recommend this as a rule, but if you've just started selling on ebay (your FB is less than, say, 50) and you get a nasty neg and you absolutely canNOT stand to look at it, there is no harm in reregistering and basically starting from scratch.
Personally I'd tell bidder that any further adjustments - including a refund - will only follow return of BOTH damaged items (at seller's expense). My bet is that you will never hear from bidder again. And if I received a neg, I'd respond to it: "Provided replacement item; offered refund upon return; bidder refused" and move on.
posted on January 14, 2001 10:53:05 AM new
I'm still waiting for the buyer's reply before settling on anything. I would not mind refunding the money, but I do not think it will save the auction. Now, he's starting to bid on my other auctions, I wonder if he will pay for them. Should I just cancel his bid? My rating is 70+. Restarting everything seems somewhat dramatic just for this single auction.
I thought about calling him like you guys suggested, still hesitating a bit. Really don't feel like draging an online matter into real life.
Looks like life is online auction is no easy business to do! One unfortunate auction will leave permanent negatives on your business.
I'm just wondering how do you guys respond to a seller with many good ratings but a few negatives? Does it matter a lot to bidders?
posted on January 14, 2001 11:46:21 AM new
You sent a replacement; customer still unsatisified. I doubt very much that any further action on your part is required. I would not send a refund unless he mails both back packed well so you can evaluate. If he is still unhappy frankly that's too bad. You did your share. Don't sweat it.
To answer your question about whether a negative or two would stop me from bidding: No, if the other feedback is consistently good; and, if the response to the neg is professional and factual.
I've spent many years in retail, and I know there are certain people that can't be pleased NO MATTER WHAT you do, and there are enough nuts out there to keep Planters in business forever.
You've gone above and beyond the call of duty with this buyer. The best suggestion you've been given is to ask him/her to return both items so you can check your "mark" and then you'll issue a refund. I seriously doubt you'll hear from this buyer again.
And, I would cancel their bids on your other auctions, send an e-mail for them not to bid on your auctions in the future (with a cc: to [email protected]) and move on to more pleasant things.
Life is too short, my friend. Don't let this buyer disturb your peace of mind any longer.
posted on January 14, 2001 05:01:39 PM new
The buyer emailed back saying that if "I don't do something about it!" we will probably proceed to some sort of Negative feed back battle. This auction is getting more and more amusing.
I'm going to reply with refund offer upon return of the items like you guys suggested.
If that doesn't work out, we will just play with feedbacks. I've never had to respond to a negative comment. Do you guys have any ideas or experiences on how to phrase those important words?
posted on January 14, 2001 05:40:58 PM new
I guess what I would do is to get the buyer to send the damaged item back to you and then send him a replacement. You may have to pay S/H, but it will stop nonsense.
posted on January 14, 2001 05:46:56 PM new
Remember: The FIRST to leave feedback get the final word because the recepient will leave a comment to which the original sender can respond...
So, if you left a NEG with just: Unreasonable. Sent replacement, wants refund on replacement,
you leave yourself room to respond to HIS response.
posted on January 14, 2001 05:58:35 PM newxellos
I sell a decent amount and buy too. When I look at feedbacks, I look to see the response given more than the feedback itself, unless the person has negatives up the wazoo. You can usually figure out what's going on easily. I also look for retaliation. Some tit for tats are justified, and should be stated professionally, but if I see a seller who responds to every neg they get with a neg.....I'm history.
I don't automatically cancel bids from a buyer who has negs either.....especially a low feedback one...they may be the victim of a nasty seller.
cariad
posted on January 14, 2001 07:56:55 PM new
Gotta say I agree with most of the replies your going through the learning process. I've made it a point now to post in my default description that it is not my responsibility if it is damaged in shipment. If the customer is concerned about that happening then they need to buy insurance for the item. But let me say i judge these things on a case by case basis when they happen. Make sure to get the product back before saying you'll send out a new one, also tell them to pack it in the old box because you should not refund shipping charges if you determine that a refund is more approprite than replacing it. Good luck!
