posted on August 11, 2006 07:31:55 AM
I'm a long-time lurker on this board. I've learned some valuable information from all the posters.
Here's my potential PITA. I just received this lovely message in my Inbox this morning via ebay messages:
******
I am very disappointed in what I received from you. I just started to buy from eBay and you were my worst person to buy from. It makes me not even want to buy off of eBay anymore. I am sending it back because it doesnt even work. There is a huge scratch on the CD!
******
I know its not a phishing email because the id number & bidder match up. This bidder is newbie with only a rating of +5 (no negs).
Needless to say I was quite upset when I read her email. Here's my reply:
******
I am so sorry about the CD. It worked fine before. I can't imagine what happened to it. I even had it on my computer just make sure it worked. As soon as I receive the CD, I will issue a refund. Please accept my apologies.
Please don't stop buying from ebay because of this. I made an honest mistake. I thought it still worked. If you take a look at my feedback, I am an honest person. If there is something wrong with one of the items I sell, I state it in the description or I completely pull it off the auction site.
*******
Did I handle the situation correctly? Is there anything that I could have done differently?
posted on August 11, 2006 07:47:27 AM
Reply with careful thought to these "through eBay messages", Lori. I've received several which were transactions NOT related to anything I sell. I did not respond, even through eBay, as they are obviously phishing expeditions.
When I clicked the link to the item in the "message", my security system warned that it was not a valid link and would be forwarded to a NEW link.
Tread with caution in these deep waters! This is one phish that won't be biting...
Thanks for the response. I know for certain that it wasn't a phish. The item, item number, bidder's email & bidder's id all match my records for this particular item. I also never click on links in emails even if its from someone I know.
posted on August 11, 2006 08:31:40 AMDid I handle the situation correctly?
Only you can answer that. I wouldn't have done it that way, but that's me.
Is there anything that I could have done differently?
You can actually learn quite a lot by analyzing the email.
For example, does the person go overboard and make hyperbolic statements that don't match the supposed offense?
"you were my worst person to buy from. It makes me not even want to buy off of eBay anymore."
Does their statement of the problem not match your recollection?
"I am sending it back because it doesnt even work. There is a huge scratch on the CD!"
I learned quite early on not to accept guilt or responsibility until the object is returned and can be examined. You might ask why.
1) Some buyers hope you'll be overcome with the bonhomie of "good customer service" and simply refund them instantly. Others hope to score a partial refund at least.
2) In the case of media, there's a good possibility she copied it before returning it. If she can get you to eat the return shipping and refund her money, it's a clear win.
3) Simple incompetence. "It doesn't even work" often translates to "I don't know how to make it work, so I want my money back."
As I said way up there at the top, only you can be the judge of whether or not you did the right thing.
posted on August 11, 2006 08:48:19 AM
I agree with Fluffy.
Even if you did make a mistake - her reaction was to over react (IMO) which can and should set off a red flag.
Since you aren't talking about that much money, it's no big deal but you should protect yourself better if next time it's a $300 item.
"Only you can answer that. I wouldn't have done it that way, but that's me."
For the record, how would you have handled it?
"For example, does the person go overboard and make hyperbolic statements that don't match the supposed offense?"
This is a definite yes. She only has bought a total of 6-7 items on ebay. I don't think she qualifies as a seasoned buyer. What ticks me off the most is that she assumes I try to deceive buyers on a regular basis. She didn't have to take that "tone" with me. She could have politely said that there was something wrong with the CD & that she would like a refund.
"2) In the case of media, there's a good possibility she copied it before returning it. If she can get you to eat the return shipping and refund her money, it's a clear win."
I have absolutely no intention of refunding her shipping the CD back to me. I'm also not going to refund the original shipping charges either. J.C. Penney doesn't refund shipping charges when a customer returns an item, so why should I.
"3) Simple incompetence. "It doesn't even work" often translates to "I don't know how to make it work, so I want my money back.""
You probably hit the nail on the head with both of those statements. She probably didn't have the right requirements on her computer or she didn't like the CD.
I'll probably end up with a neg (which would be my first), but I don't really care. However like a dumb***, I leave feedback when I receive payment. Because of this situation, I will only leave feedback when a buyer leaves it for me first.
posted on August 11, 2006 09:01:58 AM
Hi ladyjewels,
Thanks for the response. This was only a $5 item, but if it had of been a high dollar item, I would have insured it.
I guess it's a good thing that I don't accept PayPal otherwise she would have done a chargeback even before I received the CD back.
I find a highly strange that there could be a scratch on the CD when it's only been out of the case once - the time I installed it on my computer to see if it did work.
posted on August 11, 2006 09:52:30 AMFor the record, how would you have handled it?
For all such complaints, claims, etc. I have a three word response:
Send it back.
No apologies, no admissions of guilt or responsibility, no offers of a partial refund or to reimburse shipping, etc. Often in a followup email the other party will try to get me to commit to paying return shipping or to a time frame in which I will process the return.
I commit to nothing. I can't. I haven't seen it yet.
This gets me a reputation for being "mean" but I just don't care.
Anyone with experience on eBay knows that some sellers just don't want to be bothered and will do what is necessary to make you go away.
BTW, your problem child probably is new to eBay but OTOH it could just be a new ID for a seasoned buyer.
fLufF
--
[ edited by fluffythewondercat on Aug 11, 2006 11:06 AM ]
posted on August 11, 2006 12:00:39 PM
I agree with fLuff 100% on this. No need to go into any detail until you see the merchandise returned. Just tell them to send it back. Take it from there.
Do you have a return policy stated in your listing's?
1 out of 4 people are mentally unbalanced. Take a look at your 3 closest friends. If they seem alright, you're the one! - Kyle Stubbins, CMS
posted on August 11, 2006 12:22:39 PM
I wonder if checking her recent purchases on eBay would show she bought a duplicate one and now wants to send one back. Or wants to send the duplicate that was scratched back to you!!!
I had the exact same thoughts as you - (Scary! I know.)
Several years ago when I first came to this forum, I thought some of the advice offered was pretty harsh. It's taken a few sales under the belt to realize how accurate and justified they were.
We have the same policy -- Send it back. We no longer offer partial refunds and if we didn't make a mistake in a listing, we don't pay for return shipping either.
We have a customer service policy that is governed by how we would expect to be treated when buying from a store - either brick-n-mortar or virtual.
If something arrives damaged (knock on wood, that happens very rarely) we refund the amount we were paid - all of it - even if the customer didn't purchase insurance. If it's something we don't want to eat the cost on, we insure it through DSI. These are items that might be over $100-200 or so. Much under that, and the item isn't breakable, we don't purchase insurance unless our customer wants it.
As far as having a return policy, you really ought to have one - but be careful how you word it if you don't want to scare off your potential customers. We just love to see the TOS of sellers who demand things of their customers and warn them of consequences if they don't do this or that. That can mean more customers for us.
Wayne
Never explain -- Your friends do not need it and your enemies will not believe you anyway.
~ Elbert Hubbard
posted on August 11, 2006 05:24:35 PM
I'm bringin' the milk!
Now, you've done it... We're up at the NY Int'l Gift Fair this weekend/next week sourcing product - and I have a package of Chips Ahoy! sitting next to me - now I want to dunk 'em in a cup of coffee.
posted on August 11, 2006 07:47:27 PM
I have been meaning to add to my return policy that I do NOT take CDs, music or otherwise back due to the likelyhood of duplication. There are a lot of stores brick and mortor that do not take them back for this reason unless you show that they are no working or skipping. I had a music CD wanted exchanged and they did not exchange it until they tested it themselves. Think it was Best Buy. Lot of stores also have signs up no money back only exchanges.
This person could have copied it and then scratched it herself just to get her money back, there are jerks out there like that. I don't sound very nice tonight for some reason. LOL Or she had a scratched on she wanted to replace with your good one and send her old one back to you. Did you mark it with a UV Pen?
**************
posted on August 11, 2006 07:58:02 PM
I had a similar jerk tonight. Seems like these twits are always bottom feeders, they always start out their complaint in the rudest way possible, and they always make threats. A customer with a legitimate complaint will almost always be polite and give you a chance to make it right. Most of the time, the others are just trying to scam you.
Mine was a website sale. She threatened to leave negative feedback on the "search engine." Go figure!
posted on August 11, 2006 09:51:26 PM
tedbear aka Lori wrote: I guess it's a good thing that I don't accept PayPal otherwise she would have done a chargeback even before I received the CD back.
Yes, with PayPal you would have had no choice in the matter. (We sellers all know from bitter experience that those that live by PayPal, die by PayPal.)
I find a highly strange that there could be a scratch on the CD when it's only been out of the case once - the time I installed it on my computer to see if it did work.
You did the right thing in testing it before selling any media such as used CDs or DVDs; it's also an idea to hold the disc playing zone up to the light and check for any visible defects that might affect play. Dust can be easily enough removed, and even deep scratches can be fixed with special repair kits that melt and smooth out surface scratches.
If you're sure that the CD didn't have any scratches when you shipped it, then there is a strong possibility that the CD is one your buyer already owned, but that it was badly scratched. "Buy, switch and return" is a growing problem in some eBay categories where the buyer fraudulently buys a pristine item and claims it's 'broken' or 'damaged'. Buyer then returns their substandard item for a refund, leaving the seller out of pocket and with a now damaged item. Best way to avoid it is to document all items in full with digital photos and use a special UV 'invisible pen' to mark your items. By the way it falls under "fraud by deception" when making a criminal complaint with the Police and Postal Inspectors.
We still sell antiques & collectibles - but we also have another Web property in which we market new products we source from small manufacturers and artists - a little higher-end.
And, we just switched over to a new service provider to do our listing - and it looks like we've shaved significant time off of that process - so we'll have even more listed in the coming weeks ramping up to the fall selling season.
Changing to adapt to the marketplace is what it's all about, isn't it? And, that's the fun part for us.
Wayne
Never explain -- Your friends do not need it and your enemies will not believe you anyway.
~ Elbert Hubbard
I know what things I'd like to say in my terms for returns & refunds, but like you said, I don't want to scare off any potential customers. If there are any suggestions you can give me I would greatly appreciate it.
irked,
I have been meaning to add to my return policy that I do NOT take CDs, music or otherwise back due to the likelyhood of duplication.
That sounds like an excellent idea. Personally, I don't think this bidder is smart enough to think of doing something like that.
Did you mark it with a UV Pen?
Unfortunately, I don't have a UV pen. Where would you buy something like that? I live in a small town & I doubt very seriously I could find it here.
fleecies,
She threatened to leave negative feedback on the "search engine."
What a complete idiot! Wonder if it was the same person?
agitprop,
I know if a DVD is scratched it can cause it to skip or stop during play, but if it's a computer game, will a scratch cause it to malfunction?
Is there some way that I can scare her into thinking I did place some kind of mark on it?
If I receive the CD game back & it does play on my computer, I'm going to be really p.o'd. I'll refund her money just to get the little heifer out of my hair, but she's going to get an earful.
posted on August 12, 2006 10:41:49 PM
I think your first response was the right one - sincere and an honest seller's reaction. Block the seller from future transactions, refund if you have to. Computer drives behave differently on varying computers- I would chalk this up as a novice buyer and move on.
[ edited by pixiamom on Aug 12, 2006 10:42 PM ]
1 out of 4 people are mentally unbalanced. Take a look at your 3 closest friends. If they seem alright, you're the one! - Kyle Stubbins, CMS
