tonimar1
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posted on January 8, 2008 09:11:52 AM new
Hi, If you remember I sold a necklace for 152.00 and buyer wanted to return cause wife's neck is small....my policy at the time was returns accepted for any reason, only bid price is refunded.
Well, I changed my return policy to read "All
Sales Final".....now I sell a Sterling Bracelet for 9.99 and the buyer said the following in an email to me:
I purchased item # 260192041183. Both my wife and I are unhappy with the bracelet. Very poor quality. It is not much money but never the less not what I would expect from a good E-Bay dealer. Please let me know what we can do to resolve this problem.
Thanks.
Now what options do I have and what do you think is the best way to handle this.
1.Should I say sorry all Sales are Final as mentioned in the auction and most likely get a neg FB
or
2. Sure send it back but shipping is not refundable only your bid price will be returned.
or
3. Should I just give him a full refund including the shipping I charged and let him pay the shipping to return the bracelet.
How would any of you handle this?
He paid with paypal
toni
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birgittaw
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posted on January 8, 2008 09:17:43 AM new
All sales final means nothing.
I'd put the ball back in his court, and ask what HE would like. Sometimes, that works. Do you want it back?
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hwahwa
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posted on January 8, 2008 09:24:19 AM new
I would ask him to return the item at his own expense and refund the bid price.
There is nothing wrong with the bracelet,they dont like it so let them return it.
*
Lets all stop whining !
*
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pmelcher
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posted on January 8, 2008 09:27:42 AM new
It would depend on what he would like and how far you want to go to avoid a negative. I am a little paranoid about negs as I do not have any since 1998 so I do wayyyy too much for my buyers. Perhaps they just want to return it and are willing to pay return postage for refund of what they paid.
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fluffythewondercat
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posted on January 8, 2008 09:34:04 AM new
I love emails like this. I always enjoy running them through my Cheapskate-to-English translator.
Both my wife and I are unhappy with the bracelet.
Two people think you're a bad person, so it must be true.
Very poor quality.
And you rip off people, too.
It is not much money
Don't you dare try to tell us we got what we paid for.
but never the less not what I would expect from a good E-Bay dealer
That proves it: You're a bad eBay dealer.
Please let me know what we can do to resolve this problem
Return our money, we'll keep the bracelet and maybe we won't cause trouble for you.
fLufF
--
New! Work At Home discussion group. Find out what works and what doesn't.
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hwahwa
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posted on January 8, 2008 09:36:11 AM new
If you insist on no return ,all they can do is to neg you,Paypal wont get them the money back,it has to be either item not received or item SIGNIFICANTLY not as described.
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Lets all stop whining !
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alldings
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posted on January 8, 2008 10:15:15 AM new
I vote for number 2 as has been said many times here dispense with unhappy cus's as quickly as possible.
A TOS that reads all sales are final no refunds would never hold up in small claims court. The deal ain't done until both parties are happy.
The exception is vehicles sold as is good one bad one like don't like it you bought it, its yours!
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fluffythewondercat
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posted on January 8, 2008 10:24:14 AM new
all sales are final no refunds would never hold up in small claims court.
Oh, for Pete's sake. The point of an All Sales Final policy is not to establish a legal beachhead; the point is that it is a first line of defense against buyer's remorse.
You can have an All Sales Final policy and still accept returns on a case-by-case basis. Didn't we discuss this before?
fLufF
--
New! Work At Home discussion group. Find out what works and what doesn't.
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vintageads4u
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posted on January 8, 2008 11:10:04 AM new
I also use number 2. Send it back and upon receipt I will refund the purchase price. Most of the time they don't bother. It's too much trouble.
Beth
Antique Ad Shop
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zippy2dah
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posted on January 8, 2008 11:23:15 AM new
I'd offer to refund bid price only (no shipping) once the bracelet was returned. I would also resist the temptation to call him a delusional cheapskate.
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zippy2dah
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posted on January 8, 2008 11:24:37 AM new
Did the woman with the tiny neck ever send back the necklace?
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tomwiii
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posted on January 8, 2008 11:58:46 AM new
tonimar:
Ralphie, although being the champion of NO RETURNS / NO REFUNDS policies, advises that, since it's only $9.99, the better part of valor dictates the following:
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Dear Jerk:
Although I strongly disagree with you about the bracelet's quality (I feel it is a lovely high-quality item), and although this auction had a CLEARLY STATED "All Sales Final" NO RETURNS POLICY, I am willing to accept your RETURN of this item.
Please ship the item (at your expense) to: YER NAME&ADDRESS...
For your own peace-of-mind, you should consider shipping via an insured method that indicates delivery, such as USPS PRIORITY MAIL with DELIVERY CONFIRMATION.
As soon as I receive the item back, I will REFUND your purchase price back to your PayPal account.
Again, THANK YOU for your purchase!
Insincerely yours,
Mr. Boston Red Sox Ralph
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
9 times out of 10, they NEVER follow thru...
Tom & Ralphie
[ edited by tomwiii on Jan 8, 2008 11:59 AM ]
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hwahwa
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posted on January 8, 2008 12:22:59 PM new
How does one know if the buyer has a wife?he could be a she and she could be trying to resell it and fail?
I have cases of spilt personality,one dealer came back as his father and renegotiate the deal!
*
Lets all stop whining !
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tonimar1
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posted on January 8, 2008 12:48:18 PM new
Thank you for all your suggestions.
I guess I will tell him
As mentioned in my auction " All Sales Final" But if you are unhappy with your purchase then at your own expense you can return the bracelet and only your bid price ( $9.99 ) will be refunded into your paypal account upon its arrival.
How Does that sound? If someone has a better way of saying it let me know.
I would show you all a picture of the bracelet but last Fri my computer crashed (it is only 1yr old and it's crashed 2 times on me. I'm on my daughters compu, so my pictures are not available here. I'm still waiting for the teck to come, so much for paying for a silver repair contact, plus it took 2days just to get through to a teck,
About the necklace:
The necklace was returned to me and I gave them back there bid price only which was 152.00, I relisted it and it sold for 132.00 to someone who left me glowing feedback and she is in love with the necklace. (lets hope she don't changer her mind) that's what happened the last time to me.
toni
[ edited by tonimar1 on Jan 8, 2008 12:50 PM ]
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tomwiii
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posted on January 8, 2008 01:09:29 PM new
tonimar:
You wrote:
"As mentioned in my auction " All Sales Final" But if you are unhappy with your purchase then at your own expense you can return the bracelet and only your bid price ( $9.99 ) will be refunded into your paypal account upon its arrival."
...we would change to:
"As mentioned in my auction " All Sales Final." But if you are unhappy with your purchase, then please return the bracelet (at your expense), and I will refund your bid price ( $9.99 ) to your paypal account upon its arrival."
...only to stress POSITIVES over NEGATIVES...
Feel free to tell Ralphie to go jump into a lake...
Tom & Ralphie
[ edited by tomwiii on Jan 8, 2008 01:09 PM ]
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tonimar1
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posted on January 8, 2008 03:17:29 PM new
Thanks tom, that is much better then what I wrote.
guess I'll contact them now and hope it goes well.
toni
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mcjane
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posted on January 8, 2008 07:17:54 PM new
I'm trying to picture this husband mulling over a 9.99 bracelet with his wife & running to the computer to fire off an email asking for money back.
This simpleton, if he exists, is one in million.
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tonimar1
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posted on January 8, 2008 07:24:22 PM new
Wellllllllllllllllll, here is the reply I just got:
I HAVE TO THINK ABOUT THIS ONE. IF I KEEP IT I AM OUT $5.00 AND HAVE A GARBAGE BRACELET I WON'T WEAR. IF I RETURN IT I AM OUT $10.00. IT SEEMS A GREAT WAY TO SELL JUNK FOR A SMALL PRICE AND GIVE THE BUYER NO CHOICE BUT TO TAKE THE LOSS. I DON'T WANT TO LEAVE NEGATIVE FEED BACK BUT .
I don't know what he or she is talking about.
They paid 9.99 + 4.25 shipping.
Also This was bought on Dec. 16th and Shipped on Dec. 18th. This is Jan 8th and now they are contacting me saying this bracelet is garbage???
What I think I might do is write back and tell them to just keep this garbage bracelet since they kept it for so long and now decide it is GARBAGE??? and now they threaten me with a NEG....
also What don't I see here....if he keeps the bracelet how is he out 5.00??
toni
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agitprop
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posted on January 9, 2008 01:00:34 AM new
Toni,
Your buyer is a loonie tune. They purchased it from the photo and description and now decide that they don't like it. You have been more than reasonable with them.
Best of luck for 2008!
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pmelcher
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posted on January 9, 2008 03:58:01 AM new
I think they think they will get a refund of the purchase price and get to keep the bracelet (mistaking the 4.25 shipping for 5.00) and if they return it for refund of purchase price they think they will be out the 4.25 postage each way (10.00 in their mind..rounding up). I agree, looney tunes, it looks like no matter what you do they will neg you. You could probably refund the entire amount and let them keep it and they would still do the neg. There is no pleasing some people. (sorry, charged up on coffee this morning and no breakfast so I am pretty wordy.)
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cashinyourcloset
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posted on January 9, 2008 04:08:58 AM new
I HAVE TO THINK ABOUT THIS ONE. IF I KEEP IT I AM OUT $5.00 AND HAVE A GARBAGE BRACELET I WON'T WEAR. IF I RETURN IT I AM OUT $10.00. IT SEEMS A GREAT WAY TO SELL JUNK FOR A SMALL PRICE AND GIVE THE BUYER NO CHOICE BUT TO TAKE THE LOSS. I DON'T WANT TO LEAVE NEGATIVE FEED BACK BUT .
You've wasted enough time on this already. So have they, but apparently they can't make a snap decision about $5. Tell them, in the most polite way possible, to F off and then eat your (presumed) negative. You haven't left feedback yourself, have you?
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neglus
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posted on January 9, 2008 04:49:26 AM new
Um ..Toni ...If the item purchased was item #260192041183, then I can see why a buyer paying $15.50 for an item might think that they lost out on $5 if you only offer $9.99. Your offering price was $9.99 but winning bid was $15.50.
If you specified $9.99 in your email that may be the source of the confusion.
-------------------------------------
http://stores.ebay.com/Moody-Mommys-Marvelous-Postcards?refid=store
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tonimar1
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posted on January 9, 2008 06:05:58 AM new
Thank you neglus for bring this to my attention, I made a mistake like you said....I thought it sold for 9.99 not 15.50, I guess I have so much on my mind right now I didn't realize my mistake.
What I'll do is send another email with the correct bid price and explain how I made a mistake and see how that goes. I guess I would be pissed also if I paid 15.50 and was only offered 9.99....lol
toni
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tonimar1
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posted on January 9, 2008 06:24:02 AM new
This is the email I am going to send him
Dear Joe, I'm sorry for making an error on your bid price, your bid price was 15.50 and that's the amount I would be returning to you.
I am also excepting your return after 17 days of it being in your possession so I think that is fair on my end. If this bracelet was as you said "GARBAGE" what took you so long to tell me? Why didn't you contact me right away as that would have been the correct way to handle it.
Please let me know when you ship the bracelet. Also, Please ship in the box it came in and not an envelope. If you also feel you want to give me a Neg FB then go right ahead, A threat of a Neg FB does not determine how I handle this transaction.
toni
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vintageads4u
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posted on January 9, 2008 06:42:52 AM new
Good answer Toni.
Beth
Antique Ad Shop
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zoomin
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posted on January 9, 2008 08:15:23 AM new
I detest 'threats' of negative feedback.
Every time, almost word for word, I use:
I do not respond well to threats of feedback extortion.
Please feel free to leave whatever feedback you deem appropriate, as will I.
I am really not concerned with negs, but for some reason I get highly agitated by bidders who assume I will perform like a circus dog because I fear the lifealtering receipt of a negative comment on my profile. BFD!!
I *know* the quality of my items,how safely & quickly I ship,etc. My feedback profile speaks for itself with several thousand positive comments, a few negs from jerks, and a few retaliatory negs from deadbeats. An idiots opinion means little to me.
STILL, those nasty threats piZZ me off!
go figure.
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dejapooh
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posted on January 9, 2008 08:52:21 AM new
I would ask, "Specifically, in what way were you disappointed by the quality?" I would then check their answer against the picture used in the auction to see if they had a legitimate cause for complaint. It may be that a replacement would satisfy them, but In the end, I would probably go for Number 2 and refund them their bid without shipping.
I would be willing to bet that when asked why they were disappointed in the quality, they would suddenly find that they were satisfied.
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glassgrl
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posted on January 9, 2008 10:46:59 AM new
well. If I'm reading this correctly the buyer never threatened you with negative feedback (in your first post)
"I purchased item # 260192041183. Both my wife and I are unhappy with the bracelet. Very poor quality. It is not much money but never the less not what I would expect from a good E-Bay dealer. Please let me know what we can do to resolve this problem.
Thanks."
It is not excepting it is ACCEPTING. Or rather "I will accept your return..."
QUOTE:"If you also feel you want to give me a Neg FB then go right ahead, A threat of a Neg FB does not determine how I handle this transaction."
This just really raises my hackles. I hope you didn't send that email off yet.
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glassgrl
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posted on January 9, 2008 10:49:43 AM new
whoops - I see on down where they typed all in caps about the negative feedback. maybe you p*ssed them off?
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tonimar1
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posted on January 9, 2008 11:04:01 AM new
yes, I probably did piss them off when I made a mistake in the bid price but never the less I see no reason for a buyer to use Feedback as a Threat.
I'm also being nice to them in accepting it back after 17 Days especially when it states All Sales Final. I would really like to know why they held on to this piece of GARBAGE for 17 days and then decided to return it.
glassgrl, why do you hope I didn't sent that email yet?
toni
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