posted on May 23, 2001 05:30:13 PM new
I had a very interesting question. I have a customer that bought an item from me, and when they got it, it wasn’t the item they wanted. It’s about a $100 item and a feedback of 50. Normally, I just tell them to send it back, and when I get the item back, I send them out a refund check. But this particular customer wanted us to send the refund check first, and then after she received the money, she would send the item back. We don’t normally never do it this way. Then I thought, well, chances are she’s probably going to give us bad feedback. So how about if I tell her that if she gives us positive feedback right now, I will refund her money right now, and I’ll just take a chance. And I’m probably certain that she will return the item in a couple of weeks after she gets the money. But I thought, what the heck, let’s do a two way deal here. I don’t need the feedback, and maybe that wasn’t a very bright move to request a positive feedback, and hopefully I won’t get in trouble for that, but on the other hand, I suppose I can just give in and give her the $100 back, and she will probably come through for me. What are your thoughts on this? I told her to get ahold of ebay. Is ebay going to give me a ruling? Or maybe the form, you good folks here can give me a ruling and I can have a closure to this here shortly with you folks. Thank you now. (May 23rd)
posted on May 23, 2001 05:32:32 PM new
i would not refund with receiving and inspecting item first
If she is uncomfortable with this suggest escrow with her paying the fee.
posted on May 23, 2001 05:40:12 PM new
I'll assume you didn't misrepresent the item...
Personally, I wouldn't take the next step in the return policy and allow refunds before returns...
You're being quite generous to take back a perfectly good item properly presented.
posted on May 23, 2001 06:00:53 PM newebayquestions
In that case prepare a refund for the buyer's entire payment and send a call tag for the merchandise or, alternatively, refund the shipping charges they incur returning the item.
I still would not refund before receipt of the item as this is against normally accepted sales practices. The suggestion of escrow is a good one, if only to show the buyer they have options in this matter...
posted on May 23, 2001 06:09:58 PM new
ebayquestions
Don't I repeat Don't send a refund until Item is receive in same condition! This could be a bake & switch with a broken item or this user might just cut out on you with both item and refund. They the buyer can always come back with another ebay id. You have built an ebay feedback. Remember most buyers when looking to return items sometime will find this item cheaper on ebay. Check to see if this bidder won a bid with the same item as yours? Never refund without the goods first. Tell them your make good on the shipping cost if positive feedback is left.
posted on May 23, 2001 08:11:28 PM new
To my way of thinking, this is a no brainer. I do not consider it reasonable to expect a refund until the merchandise is returned. However, I would not mention feedback one way or the other. Any remark you make could be interpreted as a form of feedback extortion. Good luck.
posted on May 23, 2001 08:27:10 PM new
Although I didn't address the issue earlier, I'd have to agree with ws7411. Keep feedback based on the performance of the buyer.
Personally, I'd have already given them positive feedback for prompt payment, if that was the case.
In any event, from what you've told us, the buyer has lived up to their end of the deal and should expect your feedback to reflect that...regardless of how the return is handled...
posted on May 24, 2001 05:13:17 AM new
>she said we made a mistake in the description and i thin k we did<
In that statement may be the problem. So you 'think' that you made a mistake in the description or you DID? Although there is no way that I would refund any money before the product was returned to us in the same condition that it was sent, I may have to reconsider IF I had made an error in desribing the item. (depending on exactly what the problem was)
Because we don't know the exact conditions of the sale, I would have to lean toward no product/no refund.
>So how about if I tell her that if she gives us positive feedback right now, I will refund her money right now<
Ummm, bad idea, in fact that may be an ebay offence. I would be VERY kind in an email to them concerning the fact that you woud like to resolve this in a way that benefits both buyer & seller. (remember, you 'think' that you made an error in the description)
By your statement on feedback we can see that it is important to you, so just tell them them that. Most people understand. (they could have neg'd you already)
Roll with the punches.
(sometimes ya gotta bite the bullet)
Do what you think is right and learn from the results.
We have. (and so far no neg's.....but the day ain't over yet!)
posted on May 24, 2001 10:02:36 AM new
I totally agree with abacaxi’s comment
"Does Sears give you your money back and let you bring in the item later?"
I would write and use that example and just flat out refuse to refund unless the item is returned in re-sellable condition. Otherwise she can keep it and do with it what she wants.
posted on May 24, 2001 10:31:56 AM new
Don't do it. When I first started selling, a bidder said that the item was broken. So, being nice I sent a refund first and they sent the item to me. It turned out they pulled a switch on me. I was out the money and in addition could not resell the item because it was so severely damaged. Oh have I learned a lot over the past few years. I keep the item as a reminder.
