wyliecoyote20
|
posted on May 9, 2001 06:47:43 AM
I sold a coach purse to a buyer and the buyer said that she didn't believe for a second that it was
genuine. I bought the purse at a Coach store and know that it is genuine and even have the reciept and
had sold several other to other people and never had any complaint. The buyer not only wants a refund
but wants the refund before I even get my merchandise back. HELP me how do I respond
Thanks Sweet-stuff2001
|
llama_lady
|
posted on May 9, 2001 06:57:33 AM
I would send her an unemotional email stating that once you receive the merchandise you will gladly refund her bid price and the cost of shipping one way. I don't know what she paid for it (but I own Coach and they are not cheap) but it sounds a little like buyers remorse. If you feel gracious, you could reimburse her for shipping both ways, but if the auction description truthfully represented the product, she should foot the bill for sending it back. 
|
rca001
|
posted on May 9, 2001 07:07:57 AM
Make sure you tell her that you have a record of the unique identification number of the purse you sent her, and you expect back the same item (in case she tries shipping you a reproduction in place of your original).
|
jwoodcrafts
|
posted on May 9, 2001 07:08:43 AM
I would not send her the money until I had my hands on the item. If you do that you will probably be out the item and the money.
http://www.geocities.com/sandcastless/crafts.html
|
wyliecoyote20
|
posted on May 9, 2001 07:09:36 AM
Thank you for your response! She paid 150 for the Coach bag which was almost what I paid for it at the Coach store on sale. She wants me to send her the money 150.00 plus shipping and insurance both ways and then she will mail the bag back because she says it is a fraud which I know it is not since I have the original Coach receipts and will return the bag when I get it back if she sends it. I do not have any negative feedback and really don't want to get any but I also don't want to lose the purse and never get anything for it plus all the fees involved. sweet-stuff2001
|
MrsSantaClaus
|
posted on May 9, 2001 07:12:17 AM
Perhaps you could email her a scan of your receipt for the purchase of the purse. It sounds to me like she wants a free purse - do not refund the money without the purse being in your hands.
Good luck!
BECKY
|
dubyasdaman
|
posted on May 9, 2001 07:14:06 AM
In cases like this I refund purchase price (minus a 15% restocking fee). I only refund postage if I made a mistake which resulted in the refund in the first place. And I NEVER refund until I receive and inspect the merchandise.
Did you try sending her a copy of the receipt?
[ edited by dubyasdaman on May 9, 2001 07:15 AM ]
|
december3
|
posted on May 9, 2001 07:15:31 AM
Scan the receipt and send a copy of it and her email to safe harbor. Do not give her any money back until the item is in your hands. My TOS states "refund upon return of item".
|
computerboy
|
posted on May 9, 2001 07:17:13 AM
Your buyer is being unreasonable.
Tell her that she is incorrect in assuming that the purse is not genuine. Offer to send her a fax or mailed copy of the receipt and invite her to take it to a local retailer for proof of authenticity. Tell her you will gladly refund the full purchase price, insurance and all shipping if any retailer she takes it to is will to say in writing that it is not genuine.
If the buyer fails to make any effort on the above, move on and do nothing, as she is the root of the entire problem.
Auctions sales are different that retail store purchases and all sales are final unless otherwise specified in your auction terms. Especially when you have fully complied with your obligations in this tranaction.
If you receive a negative comment, don't worry about it. Simply reply:
"Product is genuine and we offered to send receipt to customer as proof".
DON'T LET UNREASONABLE BUYERS PUSH YOU AROUND!
|
immykidsmom
|
posted on May 9, 2001 08:15:50 AM
Wylie!
As usual...... Dubyasdaman has given pretty much the best answer possible, with computerboy adding finer details. Please listen, don't act hastily. I only rang in so you'd know one more long-time dealer agrees you are not (so far) at fault.
Don't be afraid of rabid neg feedback.... wear it as proof you are not a wimp.
Mom, champion of good behavior and eating oatmeal. (edited to correct Dubyas spelling.... may I call you Dubyas??)
[ edited by immykidsmom on May 9, 2001 08:17 AM ]
|
webhagen
|
posted on May 9, 2001 09:02:27 AM
You know, I had a similar situation about a year ago with an Elsa Peretti necklace from Tiffany's. I bought it at Tiffany in 1979 and had the receipt (I save EVERYTHING). Sold it to a lady who got it (even gave her the orig box & pouch) and emailed to say she just loved it, but never left feeback. Almost 3 months later, she emailed to say she took the item to the "local" Tiffany store and was told it was not genuine. She wanted to send it back and have me take it to the Tiffany store in NY where it was purchased and have them draft a letter authenticating the item. I was off the wall furious!!! I got busy and took a few days to think about it. Then I calmly emailed her and said I knew the item was genuine, had the receipt to prove it and would have gladly refunded her purchase price (and relisted the item) if she had contacted me within a "reasonable" time frame. As it turned out, I never heard another word from her. I think it was clearly buyer's remorse and once the buyer knew she wouldn't get her way unchallenged-she backed off.
I feel for you. There are enough fakes on the market that we shouldn't have to deal with the lunatics who question the authenticity of the real stuff!! Whatever you do, don't send any refunds without the return in your hands.
|
jensmome
|
posted on May 9, 2001 09:05:14 AM
Stick to your guns. She's trying to pull something. No store would refund money before you brought the item back. Why should you be any different.
Invite her here. We'll straighten her out.
|
minx47
|
posted on May 9, 2001 01:36:42 PM
I have had situations like this happen a couple of times....once the buyer knows I kept either the original reciept OR the original listing pic etc...I usually never hear from them again.....Its either a case of buyers remorse or trying to do a switch....but either way.....this buyer could not go to walmart or ANY other store without the merchandise and demand a refund first...and you , as a seller, should require no different.....Good Luck.
|
deichen
|
posted on May 9, 2001 02:17:16 PM
DO NOT REFUND THE MONEY, until you have the item back. Do not refund the shipping costs, either way. Sounds like she has buyers remorse. I know the first negative comment hurts, but sooner or later, we all end up with one. That is the nature of this business. You can't please everyone, but something doesn't smell right about this one.
I also like the restocking fee charge, idea. I would send her a pix of the original receipt.
|
wyliecoyote20
|
posted on May 9, 2001 02:26:25 PM
Thank you all for your reassurance that I was doing the right thing. I have heard from the buyer again. She seems to be really nice and says she is looking into it further. Didn't seem to upset that I told her that I needed the bag back first although she did not agree to do it yet. I told her that I would send a copy of the receipt. How much information do I give her about the purchase as a seller. My husbands says I always give out too much information and trust people too much.
<font size=6>sweet-stuff2001</font>
|
haleigh
|
posted on May 9, 2001 05:32:50 PM
I know another seller who has dealt with a like customer regarding Coach handbags. In the sellers dealings with this buyer she finds out that the buyer works for a Coach store & has had her hand slapped before for this same tactic. Just a little F.Y.I.
Please do not send money back before you receive your purse.
|
quiltermom58
|
posted on May 9, 2001 06:17:41 PM
I am the seller that Haleigh is referring to.
I believe that I had the same customer that you are dealing with now. BE CAREFUL in dealing with her. She is not interested in your proof that the bag is authentic. She is trying to get the refund and keep the purse. I did get my purse back but was out the shipping. I will give you more info if you would like to contact me. [email protected]
|
wyliecoyote20
|
posted on May 10, 2001 07:55:49 AM
Thank you again
yes quiltermom I would love some more information. I tried to email you but not sure it got to you or not. my email is [email protected]
Thanks sweet-stuff2001
|
