posted on February 1, 2005 08:39:56 AM
On Saturday a gal with 2 fb buys a widget. Pays with pp but does not include the shipping. I refund telling her she needs to pay the full amount. She apologizes and says she is new and it is confusing and asks if she can pay with a check. (Our TOS says all newbies must pay with PP and we do not accept checks). I relent and say yes. (She is only a few towns away so I thought if there was a problem we could find her easier than if she was further away.
Last night she buys another one of the same and pays for it with PP. The buys another one of the very same item. She writes and pretty much says ooops and infers she really only wanted the one thing not 3.
I responded with the following email -
<< I think I worked it out - (1) dog scarf - (1) PayPal payment >>
"Thanks but no -- 2 items tonight & 1 PayPal payment. I have charges from ebay every time I list an item and when the item sells and can't just ignore the fact that you only want 1.
So right now I have 3 items that you have bought. 1 you are sending a check for, the other was paid with PayPal and the 3rd you don't want. There are many options after you purchase to let you out of buying. You must have clicked yes to continue on in all three instances. eBay or PayPal just doesn't add an item.
According to eBay rules, you bought the items, you pay for them, I send them and all is well. If things don't happen that way I can file with ebay and they will put a black mark against you. 3 blackmarks and they can terminate your account. I can also post negative feedback against you and with only 2 auctions under your belt, sellers will not be too happy to sell to you and can block you from bidding on their auctions.
I am willing to do this. Pay for the other 2 with combined shipping in PayPal (only $x.xx each) and I will send you 2 other items of your choice. DO NOT PURCHASE THEM FROM EBAY. Just email me the name of them and after I get the notice from PayPal, we will ship all three. The total would be $x.xxx 2 = $xx.xx + $x.00 shipping = $xx.xx.(That, of course, is in addition to the one you already paid for.)
I can help you with the paypal process if you need help. You would click on the send money tab not the auction tab and just fill in the amount ($xx.xx. Click on my name in the pull down menu and finish it. Should be pretty straight forward.
Sorry, but as the ebay rules say "you bought, you pay for it". You just need to resolve it now. Louise "
She writes back "I will resolve it with ebay - as you can see with the shipping something went real screwy. I am not trying to cheat you - i have never had this problem before - and I pay all my items they day they are due. I regret trying to resolve it easily for you by going back in - the item was no longer active because paypal had issued payment - so I went to you site again - I am very disappointed you are trying to cram 3 of the same scarves down my throat. I will call them and explain and if we can not work it out I will pay you - I will give the items out to friends - You will get a bad mark and the six friends who have bought multiple items from you and sent me your way to begin with - will be made aware how you do business. I am in the mail order business - what an awful way to do business. When ebay understands they are the same items and what went screwy with the shipping they will understand I never meant to buy 3 of the same items. If I did I would have bought all 3 at the same time. You should not threaten people - it is unbecoming. Regards "
and I respond <<I am very disappointed you are trying to cram 3 of the same item down my throat.>>
"I am not trying to do that. I offered to let you pick out 2 other items as a substitute for the ones you bought. I am sorry you feel that I am to blame. I'm just trying to get this done. There were no threats only statements of fact on how the system works. I truly hope eBay resloves this for you. "
What more can I do at this point, if anything? Did she actually threaten me with negative feedback from the friends (whoever they are)?
posted on February 1, 2005 09:05:48 AM
I would just tell her that you wish her all the lsuccess in the world in getting ebay on the phone and involved in this process. If she is successful she should probably write a book since she truly will have accomplished the impossible.
On the other hand - you may have been a little high handed with your threats. She bought and paid for two iems. Would it really have been so difficult to say that you understand the confusion and that you would let her off the hook with the third item and just file for refunded fees under the Mututal Agreement option? As far as I can tell, the only thing you accomplished is making sure that the string of goodwill that resulted in 6 customers just came to a screaching halt.
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If it's really "common" sense, why do so few people actually have it?
posted on February 1, 2005 10:30:41 AMWhat more can I do at this point, if anything? Did she actually threaten me with negative feedback from the friends (whoever they are)?
Actually, you started the negative feedback threats first. Next time it would be much better to explain the situation and leave out the black mark and neg feedback statements. If you had, it is likely this person may have taken you up on your offer.
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Alive in 2005
