posted on August 22, 2001 12:13:56 PM
I need some advice here. I sold a planter with three doves. I did not get postal insurance on the package. It arrived broken (one of the doves broke off) The buyer refuses to send the planter back to me without a full refund. I offered 1/2 refund until she emails me with the tracking number then I would refund the other half. I did that through paypal. It was an e-check that will take 3 or 4 days to clear. She has refused to handle it this way. I can't cancel the payment through paypal. Any suggestions? She is now saying that she will file every type of fraud charges that she can.
I will refund the money, I just want the planter back in the same condition that she received it. Any suggestions would be great!
posted on August 22, 2001 12:47:58 PM
You are a store.
You are a store.
You are a store.
Think like a business.
If she wants a refund, she has to return the item to the store. Period.
There is no fraud as the item was damaged in shipping. If she's negs you, reply calmly that you offered a refund.
In the future either add the cost of insurance to your shipping/handling automatically and make them buy it. Or put a disclaimer that you aren't responsible for shipping damage and recommend they buy the optional insurance.
But in this case. You are in control of the situation, not the customer. Politely tell her you'll be happy to refund her money once she returns the item. Don't argue or debate.
posted on August 22, 2001 12:56:38 PM
Paypal will contact you and will ask you for proof that you mailed it. If you have your delivery confirmation # that would be the proof you need.
posted on August 22, 2001 12:59:38 PM
I sent paypal the delivery confirmation number. I guess I shouldn't worry so much about this. I will refund the money when she sends the planter back. I doubt if I could be forced to refund the money without having the item returned. Thanks
posted on August 22, 2001 01:25:23 PM
Okay, get out of the email rut w/this customer. Don't buy in to their "I wanna do it this way" routine. You can be professional and polite while being firm.
Dear Customer,
I am sorry your item arrived damaged. We stand behind our items and customer satisfaction is of utmost concern to us.
We will be glad to refund your purchase in full (or whatever policy you have), however, our insurer requires the item be returned to us before we issue the refund. This is standard practice in the industry.
Once the item is returned, we will immediately issue you a refund. Please be advised ebay allows every seller to set their own refund policy and this is well within the ebay guidelines.
To assist you in returning this item, we will send you prepaid shipping material in which to return this item. (if you think this might get this person moving, try including this statement & send them what they need to ship it back. If you don't think it will help, skip it).
Regards
Seller
Don't, I repeat, DON'T get into any more email exchanges w/them. Stick to professional responses (like you deal w/this type of stuff everyday) and put them on the spot. SAVE all your emails.
posted on August 22, 2001 03:29:17 PM
I agree with Eventer, as usual. I'm not picking on you, Katelu. However, sellers who refund every time a buyer says "boo" are making it harder on everyone else. If an item is lost or damaged in transit, sellers should have procedures in place to follow. If the buyer balks at following the procedure, then tough toenails for them.
And the "do whatever it takes because they might become a repeat customer" argument doesn't fly with me. Do you want to deal with this person again? In my mind a customer is someone who has purchased something from me...not someone who got the goods plus their money back and free shipping. Geez, if that's the way it works, where do I sign up?
Ditto for the "refund to avoid a neg" argument. There's no guarantee you won't be out the money and get the neg anyway. I can live with the neg...I can't stay in business long without the money.
Basically, Katelu, you've done all you can reasonably be expected to do. Stand firm until you get the item back.
Apologies for the grumps...there's no chocolate in the house!
