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Posts Tagged ‘buyer problems’

eBay Buyer Insanity or Wishful Thinking?

insanity

I was contacted Saturday (April 16th) by a buyer who purchased a bra from me on March 7th.  Here’s her message:

braissue

“I haven’t left feedback yet on the 75338 bra because I have worn it one time and to me it is doing the same thing that my old bras do.  I have probably about 10 of these bras, in different colors but all same style.  After I wear them a couple of months they tend to crease in the padding. That is what this one is doing.  I didn’t want to leave negative feedback and I just wanted to let you know.”

Why would someone continue to purchase an item that does not perform they want it too?  Then blame the seller?

Dear eBay Buyers: Stop Putting ‘Return to Sender’ on Returns!

I’ve been having a huge number of buyers that want to return their item, and instead of printing a return label off of eBay, or the post office, they put the item back in the package I sent to them, and put “Refused” or “Return to Sender” on my package and label.   I think 10 years ago, this worked.  In today’s USPS, it doesn’t work.  Let me show you why.

returntosender1

returntosender2

I send the item to the buyer on December 31st.  She received it January 4th, realized she purchased the wrong size, and put return to sender on my label and sent it back on January 6th.  If you follow the scans for this package, you can see that as of today, January 21st, it has not arrived, and probably won’t.

I know what you are saying..

Suzie it’s so close to your house! Kansas City Sort Facility is only 70 or so miles from you.”

Here’s why I doubt it will arrive.

returntosender3

Here is another buyer that did the same thing.  It STILL has not cleared the Kansas City Sort Facility.

There are many buyers/sellers complaining about this on the eBay community boards.   eBay requires a buyer to put a new label on the item and will not cover a buyer if they return their item this way.  Check out that policy HERE.

Dear eBay Queen: My Buyer Kept the Item & Is Selling it for Herself!

Dear eBay Queen:

I'm a relatively new seller and kind of angry at myself. I would like advice you can give me, please. I sold a buyer a pair of men’s Ralph Lauren khaki shorts for $16.99 including shipping. When the buyer received them, she sent me a message that said, "What is wrong with you? There is no way that these are a men’s 32.  I’m not really a complainer, but there is no way these will fit my husband. I am going to need a refund and if you would like them back I will need you to pay for return shipping."

Since I have only been selling for a few months, I didn’t want to upset my buyer and I really didn’t want to receive negative feedback.  I talked it over with my husband, and we decided the best thing to do is to just refund the buyer and let her keep the item.

It’s been a week, and just like every morning I check to see if she’s left me a negative.  Today, she left me a neutral.  I went to look at her feedback, and I noticed that she has DSR stars, so she must be a seller. When I check to see what she’s selling, I see she has the Ralph Lauren shorts that I sold her, listed for more money than she paid me.  I messaged her and she sent me a message back that says: “You refunded my money and let me keep the shorts.  What did you want me to do with them? They didn’t fit my husband because they are not a 32!  Maybe you’ve learned something from this transaction, and maybe I will make a few bucks from your stupidity. Nothing wrong with that.”

What should I do?

Shania

 

Dear Shania:

Holy Smokes! That’s one gutsy buyer!  I would not message her or contact her again.  I would contact eBay and let them know about this woman.  I believe what she is doing is completely wrong and she quite possibly could be removed from eBay.  To contact eBay go to: http://ocsnext.ebay.com/ocs/cuhome.  Click on “report a buyer”, and  click on “inappropriate behavior” 

I hope that eBay removes the buyer and your neutral.

 

Dear eBay Queen:

eBay really helped me with a buyer that went from normal to nuts in about a millisecond!   I sold a really cute Gymboree skirt set to a buyer in New Jersey WAY BACK in January.  On February 10th, I received the package back in the mail as “unclaimed”.  I messaged the customer that same day, and I never heard back from them.  In my message, I asked if they would like me to send it back, or if they wanted a refund, but I never heard back from her.  Today, I received an angry message from the buyer, demanding that I give her a full refund, and she left me a HORRIBLE negative feedback. I called eBay, and they were really helpful, removed the negative feedback and told us not to worry about refunding them and suggested we block the customer from purchasing from us in the future.  How great is that?

Patricia

Dear Patricia:

This is fantastic news!  I’m so glad eBay saved the day.

meissanfigure

Strange eBay Item of the Week: Item #351271525208. Meissen figurines are rare and highly collectible. This one might be perfect for your favorite cat lady. Meissen Figurine Lady Feeding Cat NR SOLD: $535.00.

 

What I’m Angry About: eBay Edition…

 

OH MY GOODNESS! I received this message at 10:07pm  Central on 9/20/2013 about a bra I sold.

I received my bra today 9/20/13 and was very disappointed to see that it is stained in 2 places on the front of one cup. It is advertised as NEW with no mention of these flaws and I bid and paid a lot more for this one than I did two others from another seller that came in perfect condition. I expect an identical replacement bra to be sent out immediately or my money swiftly refunded. Please contact me ASAP

As I was composing an email to her, eBay notified me that a case had been opened at 10:22pm (of the same day)  Apparently ASAP means RIGHT NOW! to her.

The case message from her said this:

"I have sent a previous email regarding the condition of the bra I received today. It is the #### model and is stained in two areas on the front of one cup. It is definitely a "second" and should not be described as NEW which leads a buyer to believe it is flawless. I expect a full refund of $25 to my PayPal acct which was paid by my AMEX card. This is my second email request.Please respond via email ASAP. "

 

In my defense, the bra was new with 2 different hang tags and no stains or issues. It had 3 photos, and there were no issues to the bra. I responded to the case, and apologized, and asked her to send it back for a refund including return shipping.

She sent me this:

 

cynthia2

I will send it back on Monday via USPS, I need another beige bra sent ASAP. For my trouble and the stains all over the front of this "NEW" bra I would hope that you would send TWO. The other ones I bought identical to this one only cost me $15 each!

** You see what she did there? For her trouble she wants 2 bras now***

I responded:

I understand you are upset, I just want to see if I understand your request. You would like me to refund your money and send you two bras? In your message you said you wanted the two new bras to be beige. The one you receive was IVORY.  Once again I am very sorry the bra was not what you expected. Please send the ivory bra back FIRST CLASS MAIL (not priority)I will refund your return shipping back for first class mail.

She responds:

I do not want my money back-I would not have paid $25 for an auction bra if I did not intend to keep it. However, I was shocked to receive a NEW bra that was stained in 3 places!  I bought 2 other identical bras in the last couple of weeks for $12 and $15.I spent twice the amount for your merchandise so it is for this reason, the cost of the return shipping of the stained bra, and for my trouble that I am requesting that TWO bras be sent to replace the dirty one.I stated the color as "beige"-and it is definitely ivory that I received. I would like the ivory,but if you only have one in ivory I would accept beige for the second one. I will be waiting for your quick response to this email.

**I called eBay and the rep told me there was clear extortion here. He told me to wait the 3 business days to escalate the claim to eBay. He also said he was noting my account.**

I respond:

I will let you know as soon as the item is sent back 

***I did not proofread what I wrote***  (dumb I know)

She responds:

"I will let you know as soon as the item is sent back" is not an acceptable solution to my problem. I believe the EBay Resolution Dept would want to know that you have agreed to a solution – not make up your mind when the item is returned. Not good business, and definitely not good for favorable feedback.

** Do You think that's feedback extortion?**

I respond back:

"I'm sorry I should have said. I'll let you know as soon as the item arrives. Not as soon as it was sent back."

I then immediately called customer support again.  The agent I spoke to this time assured me that this was feedback extortion and that the buyer was trying to extort me for an extra bra.  The agent said that she would be watching this case, and the feedback. She told me to wait the 3 business days and I would be able to escalate the claim.  I felt pretty good about it after this conversation.

An hour goes by…. and I receive this:

cynthia3

The BUYER didn't have to wait 3 business days to "work it out"… she had the case escalated and it was found in her favor!  Which means I received a mark against me….. Seriously?

cynthia4Here's the "log" from my case notes.  Do you see September 20, at 8:56PM (PST) I agreed to refund the buyer once the item was sent back?  eBay seems to have ignored that.. and the fact that she demands 2 bras to replace 1 and if I don't do it she'll leave me a negative.. and eBay doesn't require her to wait 3 business days. I'm wondering if this lady is related to the founder Pierre. 😉

Several weeks have gone by, and the bra was returned.  The case was found in the buyers favor, but de-scored so it doesn't count against me.  The buyer did leave negative feedback.

cynthia6

Which was removed. 

All is well that ends well?

 

warners1561beige1

Here's a photo of the bra in the listing.

 

cynthia7

Here's the bra that I received back.

 

 

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