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Fancy Dresses, Return Policies and Animal Hair?

We had a buyer that did not read the return policy on evening gowns.  She left a negative and in order for us to try to get the negative removed we allowed her to return it.   I made sure to ask if the item had been worn, and if it still was new with tags.  She assured me it was in perfect condition.

Here’s how I received it back.

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Do you think it was worn?

I messaged the buyer and asked her the following:

“I received the dress yesterday. I have attached photos of the dress. It appears you have worn the dress. There is hair and dry skin ALL over the inside and outside of this dress.
The tags have been removed and put on by a safety pin.”

She responds:

“I DID NOT WEAR THIS DRESS. IF THERE WAS ANY HAIR ON IT, THERE MIGHT HAVE BEEN SOME FROM MY DOG, BUT THE TAGS WERE N E V E R REMOVED. I am going to start an action against you. You just asked me to send this back so that you have the dress, I have nothing, and now you are FABRICATING LIES to try and get out of a refund. THESE TAGS WERE NEVER REMOVED!!!!! IF THEY WERE PUT ON BY A XXXX SAFETY PIN, IT’S YOU WHO DID IT!!!!!! YOU ARE COMMITTING FRAUD AND YOU ARE NOT GOING TO GET AWAY WITH THIS!! I HAVE BEEN A 100% EBAYER FOR MANY YEARS AND YOU ARE THE ABSOLUTE WORST SELLER I HAVE EVER HAD THE MISFORTUNE OF DEALING WITH!!! YOU ARE CROOKS!!!!!!”

eBay closed the case in our favor an removed the negative because she altered the dress by her own omission, saying “it might have been some from my dog”

I messaged the buyer back:

“We are not out to take your money and the product.  We just want the item (that we said no returns accepted) to be returned in the condition that we sent it to you in. Did you view the photos? There is hair all over this, and it looks like the dog laid on it. To accept this return I would have to take an even bigger loss because I can’t sell it as new AND pay to have it dry cleaned. It was new with tags and no pet hair/human hair when we sent it.

Here are the options I an give you.
1. Do you want me to send the item back to you and you can sell it.
2 Do you want us to keep the item and give you a partial refund for the item (15% less). to cover dry cleaning.

I am very sorry about this Please let me know which you’d like for me to do: send the item back to you or give you a partial refund.”

I’d love to share with you her message back to me, but as you can imagine it was not pleasant.

A Little Update

I had a few readers ask me about what kind of consulting I’ve been doing..  I’ve done eBay consulting over the years, but nothing long term.  Most of the consulting I’ve done is just getting new account holders up and running or long term sellers/companies advice on making their accounts Top Rated or maybe ideas on getting their shipping to run smoother.

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In May of 2016 I was contacted by a company and asked to help them with their 3rd party listing and managing their eBay and Amazon accounts.  I worked off and on through the summer and they called me back in to help them in October, and I’ve been working on their accounts since.  It is so much fun and exciting to see how multi-million dollar companies run their business. I basically do everything for their account except ship.  I really enjoy their product, customers and the employees that work there.

So now you know when you see “consulting” on my to do list… what I’m doing. 🙂

eBay & Sharing Contact Information

What is going on with eBay and sharing contact information.. that ISN’T contact information!

It seems almost every question I answer eBay has a little orange pop up that says: “Sharing contact info isn’t allowed.  You must complete your transaction on eBay.

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Here is an example where a buyer wanted to know if I had a tea cup and saucer that was in the stock photo.  I did, and sent the buyer a link (on eBay) along with the eBay item number.  eBay didn’t like the link OR just the item number.

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Here’s one where I was giving the buyer a tracking number.

Have you had this happen to you?  It’s allowing me to send it with the information anyway, the warning just freaks me out a bit.

Dear eBay Queen: I Don’t Want to Accept Returns!

Dear eBay Queen:

I’ve sold off and on for a few years.  This year, because I needed a bit more money, I sold through the Christmas Holiday Season.  My goodness – it’s like the crazy people have come out of the wood work!

Do you think people are more difficult in January than they are the rest of the year?  I sold products this year from March to December.  Do you know how many questions I received in that time period? I had four, and one return. I have -0- items listed in January and I wake up every morning with a problem or two!

The two issues I have that are making me nuts right now are:

  • Buyer says that they did not receive their package. When I check the tracking they HAVE received it.  What should I do?
  • The buyer lives in Canada and says the item that they received is not “pink enough”. What does that mean?  I have it listed that I do not accept returns on international orders.  Am I going to have to accept the return?  They opened the return request stating that the item was not described and then in the spot where you can leave message it says “You say this item is pink, but it is not pink enough.”

I also have two people that want to return the item because it doesn’t fit. I want to yell “I DON’T ACCEPT RETURNS!”  Do you think that people are figuring out that they overspent for Christmas? And now they need their money back?

 

Monica

 

Dear Monica:

I know I have more issues in January than I do any other time of year.  They actually have a term for this called “Blue January”.  Every third Monday in January is now considered Blue Monday.  It’s the day most people start getting their credit card bills from all that overspending they did in December.  I like to think of it as Regretful January instead of Blue January.

I completely understand saying you do not accept returns.  The issue with that is that eBay doesn’t care.  They will force you to accept them, so you might as well accept them on your terms with a smile on your face.  Here’s how I would handle those issues you have mentioned above:

  • I am assuming the buyer opened an item not received case. Make sure you go to the case and put your tracking information into the case.  Then at the top of the page, click on “help and contact” follow the instructions and you’ll be given a phone number to contact eBay.  The eBay Customer Service Rep should close the case because it shows the item arrived.
  • While you have eBay on the phone, I would ask them to look at this case also. While you will have to accept the return, the buyer opened the case stating it was described correctly, when they didn’t like the color.  By asking eBay to step in with this, the buyer will have to pay for the return shipping

If you are going to sell on eBay I think it would be a good idea for you to re-think your return policy.

 

Dear eBay Queen:

I sold a bracelet, and shipped it out within 24 hours.  The buyer gave me a negative feedback for slow shipping time.  The item was purchased on the 2nd, I shipped it on the 3rd and they received it on the 5th.  Is that really show shipping time?

Is there anything I can do about the negative?

Katie

 

Dear Katie:

I would call customer support and ask if this qualifies for removal.  I have seen them remove feedback like this before, and since you followed the rules and the shipping provider backed you up, it should be removed.

Good Luck!

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Strange eBay item of the Week: Item #152330968599. This is an unusual piece. If you were a fan of D&D and happen to have one of these lying around, it could be worth some money! TSR Dungeons and Dragons Solid Brass or Solid Bronze Belt Buckle Very Rare SOLD: $600.00.

 

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