posted on February 19, 2001 06:46:46 PM new
I shipped an electronic device to winning bidder (an ebay newbie -- on the site for under a month) and they claim it doesn't work now. [Prior to shipping, I always check functionality.] It was well packed and I shipped it UPS-ground.
They haven't asked for their money back --yet-- but I'm hesitant to do so -- on the other hand I don't want them dinging my rating points either.
Should I suggest to them that they bring up their complaint with UPS -- the package was protected very well -- bubble wrap envelope within a box with more bubble wrap again.
posted on February 19, 2001 07:02:05 PM new
the same thing happened to me today......I asked them to use the troubleshooting guide, then asked them to do a few other things I could think of......all failed, so I refunded the money........It is over with.....I did not bother having them send back the item......that would have cost me another $8.00, and the whole auction, shipping etc was only about $20.00 ~ it was just not worth alot of time and effort, esp when that time can be spent writing more auctions. This is my second electric item to arrive bad dispite the fact I tested both ~ so since it is not something I usually deal with ~ I am making a mental note to stay away from this type of item, it is not working for me.
posted on February 19, 2001 09:23:37 PM new
Your basic strategy is to stall "just the right amount", hoping that the thing really does work and that the buyer will figure it out. A couple of iterations of suggestions, coupled with an instant assurance of eventual satisfaction, can address quite a few of these situations. You'd like buyer to remain calm.
If in the end it doesn't work, buyer is entitled to his money back, from seller, not from UPS. Seller is entitled to get the stuff back before refunding. Buyer may or may not be "entitled" to both-way shipping, but it's usually easier to just refund that too to avoid the conflict which you cannot win.
AVOID suggestions and behaviors which would lead buyer to conclude you're trying to weasel. Pointing a finger at UPS is such, it will confirm buyer's worst fears, and that will tend to maximize buyer's reaction.
posted on February 20, 2001 04:23:39 AM new
We are working on a UPS claim now as well. Only the seller will be reimbursed by UPS. I don't know how the other companies' insurance claims work (USPS, FedEx, etc). Good luck.
