posted on October 17, 2002 02:48:55 PM new
Hi I purchased a halloween costume for my child which in the auction included a hat/mask,shirt, pants and a decrative chest piece. I paid the seller via Paypal and she shipped the costume 6 days after I paid- ugh!!! OK I can handle that I guess but when I got the costume the shirt was missing and it is of material and pattern that is really unique looking so I can just grab a tee shirt out of the closet and make the costume look right. I need the shirt for the costume to look right. I emailed the seller and she is positive she put the shirt in the package but I said when I opened the package it wasn't there. The seller said send the costume back and she will refund the costume price. Since it was the sellers error of not sending the complete costume- shouldn't the seller pay the shipping? I mean the shipping to me and the shipping from me back to her. I have made no errors here so I don't want to pay for her mistake.
posted on October 17, 2002 04:04:11 PM new
If the error is mine or it is misdescribed, then I will pay for the return shipping. If the customer ordered something and then found out it wasn't what they wanted or thought it was, I will accept a return, but they pay shipping. zero problems in 10 years+ with this policy, but I have had very few returns over the years.
posted on October 17, 2002 04:12:33 PM new
I have only had a few returns and it depends on how the buyer presents it...if they email me with demands and threats...then shipping one way
if they email me with a reasonable request then shipping is usually refunded...I still ask them to ship it back the cheapest way...1st class in an envelope.
posted on October 17, 2002 04:41:07 PM new
I am not defending those sellers who when a problem occurs do not refund shipping & handling but I did want to put my two cents in here. I think a lot of people expect too much from eBay sellers. Sometimes we fail to recognize we are not dealing with major department stores, we are dealing with mom & pop operations most of whom are working out of their house and have little or no business experience. Some of these sellers are trying to scrap out a living and sell full time but the majority of eBay sellers most are in this to make a few extra bucks on the side along with their day job.
It seems many eBay buyers expect department store customer service and response to complaints. Personally if I was dealing with a power seller who by virtue of these monthly gross sales represents them as such, I would expect some degree of professionalism, quality customer service and going above and beyond the call of duty so to speak because they are selling full time and are running a business. But what about the casual seller, are we really to expect top notch responses, full refunds, and bend over backwards customer service when most sellers don’t expect to see your business again anyway or frankly don’t comprehend what running a real business is like.
Bottom line here is most people fail to remember eBay is an auction. In the “real” world of auctions its buyer beware, all sales are final, you bid, you win, you own it. You don’t get an opportunity to examine your purchase and decide you don’t like it and want your money back. Of course in the real world at an auction most auctions do offer potential buyers an opportunity to examine the merchandise before they bid. I know this is off the issue of should a seller refund your shipping if they make a mistake but it is still relevant to what eBay is really about.
Again I am not defending the seller here of this costume who doesn’t want to refund shipping both ways. As a once extremely active seller on eBay if I made an error I always offered to pay the buyers shipping. I just think too many of us (me included) sometimes buy on eBay then expect to be handled like we just purchased from a major chain store or specialty shop. If this is the level of service and the level of guarantee you want or expect then spend your hard earned dollars at those types of establishments not on a on-line at a venue that professes to be auction.
posted on October 17, 2002 05:31:33 PM new
I think she should pay shipping. She forgot to put the shirt in there, her mistake --plain and simple.
coral
posted on October 17, 2002 06:51:02 PM new
I agree with coralreef. If I am at fault I will pay shipping both ways. I I am not at blame, then I will only for the return.
posted on October 17, 2002 08:55:29 PM new
Lucy,
I'm also wondering why that isn't the first thing the seller would suggest. Maybe you're right, it is too simple.
The light at the end of the tunnel will turn out to be an oncoming train.
posted on October 17, 2002 09:14:08 PM newI emailed the seller and she is positive she put the shirt in the package but I said when I opened the package it wasn't there.
The seller may not be able to find the shirt or she put it in someone else's package by mistake?
posted on October 17, 2002 09:18:27 PM new
True, true, Kiara, could have been put in another package but I wonder if the seller has really, truly looked for the shirt...
I agree, if the seller messed up she should pay postage, both ways, which is what I would do and have done a couple of times.
posted on October 17, 2002 10:11:41 PM new
When it's my error, I refund shipping both ways. I don't think it's fair for a customer to pay for my mistake...and I'm strictly a small-time seller. I sell "nice stuff"...but in smallish quantities.
