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Dear eBay Queen: Will Disclaimers Help My eBay Business?

Dear eBay Queen:

Maybe it’s the heat of the summer here in Arizona, or maybe it’s just I’ve had all I can take with eBay.  It seems like lately all I get are complaints from buyers.  I receive one negative and one neutral feedback.  One states: “Didn’t ship fast enough” the other states:  “I didn’t know this was used.”  I responded to both of them, and I did ship the item same day, and the other item was clearly marked as vintage/used.  I received a message the other day from a buyer that had NO IDEA the “Depression Glass dishes I sent her were USED.”  And no, that was not from the person that left negative or neutral feedback.  I am on a Facebook eBay group, and one guy was talking about putting a disclaimer in his listings.  I’m thinking of doing the same thing, except update it to fit me.  This person KNOWS exactly how I feel.

Here is my disclaimer for my listings it is a mixture of the Facebook guy and mine.  I want to know what you think of it.

“Hi! I want you to be so happy with your purchase.  Here recently, I have had a rash of people leaving bad feedback.  I have this eBay business because I want to make a little money to help my family.  I’m not really a professional at this business, but I’m not a slouch either.  I learned from my parents and grandparents about antiques and collectibles.  Almost everything I sell is USED.  Buy USED it’s good for the environment!

Since the items are 20 to 100 years old, they are probably not in new condition. I am not an expert, but I do know a thing or two about antiques.  Sometimes I may miss something, but I do stand behind my products.  Keep in mind that it may not look like you want it when you are holding it in your hand.
Recently I had a buyer complain that her item had dust on it.  REALLY?  Wipe it off! I live in Arizona, the great Southwest! We have wind here and desert- like dirt.

When I buy these items at auctions, estate sales, flea markets or garage sales, I don’t ask the history behind the piece.  All I know is where I purchased it, and sometimes I do not know that!

I’ve had people ask if my items come from a non-smoking home.  I do not smoke, but my roommate smokes outside, and my attached garage (where the items are stored) is not only attached to my duplex, it’s attached to the neighbors.  That idiot smokes.  So sometimes my stuff might smell like smoke.  And again I don’t know the history of the stuff that I pick for all I know, they could have come from Joe Camel’s personal man-cave.

What I can promise is that if you have any questions or would like a picture at a different angle please feel free to ask questions BEFORE bidding and I will do everything in my power to help you.”

Do you think I should correct anything?  I thought it was nice enough. What are your disclaimers?

CTG

 

Dear CTG:

I think you can get those negative and neutral feedback removed. Call into eBay immediately and ask for the feedback to be reviewed.  Explain how you shipped the same day, and how you stated in your title, item specifics and description that the item is vintage/used.  I bet they will be removed for you.

I think it is best to have simple service disclaimers.  Such as: “I ship Monday through Friday!” Or: “We have the best question response time on eBay!”  Try to avoid the negative.   Although the smoking comment was witty, I think it would be best to say something like.  “I do not smoke, but my neighbor that I share storage space with does. Sometimes, that smell may be attached to the items I sell.”

I have found that long disclaimers turn buyers off. I would avoid those at any cost.

 ebaypiratebook

Strange eBay item of the Week: Item #:201594230454. It’s been quite a while since I looked for a book on eBay. It’s a book full of facts about pirates! Pirates Exquemelin Alexadre Olivier Bucaniers of America or A Lot 247 SOLD$5800.00.

 

 

Dear eBay Queen: I’ve Got a Buyer Making Crazy Demands and Feedback Extortion. What Do I Do?

Dear eBay Queen:

I sell Fat Heads and Foam Heads on eBay and my web store.  I rarely have any issues.  I received a message from the buyer saying at about 1:00 AM on Sunday morning saying this isn’t what his son wanted – can I cancel?

Around 3:30AM on Sunday morning I receive a second message that says:  “Don’t worry about cancelling.  My son has decided that HE IS going to University of Florida and he does need not only one, but two foam heads.

I packed the items up to ship on Tuesday July 5th, and I receive a third message this morning saying that this was supposed to be shipped yesterday! (The day he told me to cancel.)

I sent a message to the buyer and told him it is Sunday evening and tomorrow is the 4th. I also let him know I sent him an additional invoice, (which he has not paid) and packed the one foam head he did pay for to ship out.

I then receive his 4th message: “What are you talking about lady?  It’s buy one get one on the gator heads!  Why should I have to pay for a second one?”

5th message “Ok so I’ve thought about this. I won’t adding to you feedback percentage.  I will be taking away from it. This is quite possibly the worst transaction I’ve ever had on eBay!  Go ahead and send out the *1* gator head.  I will be returning it as soon as it arrives.  I will also be tearing it up. It will be unrecognizable when you get it back. I can’t stand idiot sellers like yourself you think you can take advantage of people like me.  You won’t even live up to the standards that are in your own listings. I will be returning your product and I will never do business with you again. You give me no other option but to return the item and give you very bad feedback thanks for wasting my time.”

I know I shouldn’t have done it, but I responded.  I tried to be nice.

I am sorry there must be some kind of misunderstanding; I have reviewed my listing, and nowhere does it say buy one get one free.  I will refund your money immediately. I am very sorry for the confusion.”

He responds.   “Please send it to me anyway.  I must have confused you with another seller.”

What should I do?  He’s threatened to give me negative feedback AND tear up my product.

CLA
Dear CLA:

WHOA! Talk about someone that can’t make up their mind!  Here is how I look at it.

If you send it to him:

  • He could be happy with it and leave you positive feedback.  He may have confused your item with another seller.
  • He could be unhappy with the product, and do exactly what he said.  Tear it up and send it back, and don’t forget the negative feedback.

You could refund his money:

  • He might leave negative feedback
  • Turn you in as a non-selling seller

I am pretty sure no matter what happens, the negative feedback will be removed, because he did clearly use feedback extortion.  Normally I would say to call in and report this to eBay, which wouldn’t hurt, but I don’t think they will be able to do anything until your buyer does something. I think I would probably send the buyer’s item out and wait to see what happens.  You have enough crazy emails from this guy to show you did nothing wrong.  If the worst happens, and he tears the foam head up and returns it, you have proof in his messages he said he would do this

acegasoline

Strange eBay Item of the Week: Item #252402698841. It is hot outside! Old advertising thermometers are highly collectible. Ace High Gasoline Wil Flo Motor Oil Thermometer Porcelain Very Rare Advertising SOLD: $2716.00.

Dear eBay Queen: What Do I Do with A Demanding Buyer?

Dear eBay Queen:

I’ve been selling for 4 years.  I have over 5,000 unique feedback on eBay I thought I had seen just about everything, until now. I have a buyer that has 18 feedback. I thought they were a newbie eBay buyer.

I sent them a NWOT (new without tags) pair of 32×36 jeans.  They received them on a Saturday, and opened a Not as Described claim from me on the Saturday after that. In their claim they state the jeans are very worn and used. She would like at least half of her money refunded for half of the purchase amount.

eBay stated I had 5 days  to respond, and since I have had more pressing issues I decided to just wait to respond. On the 5th day I get a eBay message email from her DEMANDING a response a return label, and a refund, or she would “stop” payment from her bank.

I told her that since she had opened a NAD with eBay, I was now playing by their rules. Had she given me an opportunity, I would have issued her a return label the very day she had notified me of her dissatisfaction. I also informed her that I did not give partial refunds and that I would gladly issue her a refund once the item was returned and that I could verify it was mine by the UV mark…and that it was in the same condition as which it was sold.

She messaged me and stated I was being difficult, rude etc. She then stated that she purchased another pair of jeans from Goodwill for her husband and they were in better condition than the pair I sent.  She would rather not send the item back and would prefer to donate the jeans. I told her that was her choice, but the only way she would be getting her money back was to return the item I sent her with the UV mark on it.

I went ahead and accepted her return request; it is past the 10 days for her to have mailed the item.  What do I do now?  I don’t see that I can just close the request.

Thank you for talking about purchasing an ultra violet light marker in one of your articles. I think this marker has saved me from bogus returns on several occasions. I use it to mark the size tags on jeans, or if there is no white size tag, I use it on the white of the pockets.

Thank you for helping me out.

STC

Dear STC:

You can contact eBay and they will close the case for you since your buyer has not sent the item back in the time allotted.  This is usually a painless experience, the only downside being a sometimes longer than usual hold time.

It is always good business to answer your return requests as soon as possible.  If you did not answer it in that time period, eBay could have closed the case in the buyers favor, and that would have meant a defect for you.  Having eBay close a case because you did not respond, is a heavy defect to have on your account.  I’m not sure if you know this, but sellers no longer receive defects for having opened cases for returns or not as described cases.

I’m glad that the UV light pen has worked for you!  It’s an inexpensive way to protect your business from a buyer that might not be returning your item.

ebayharveyprince

 

Strange eBay item of the Week: Item #111880269439   How much money would you be willing to pay for your favorite perfume? How about a SAMPLE of your favorite perfume? This 2ml sample must smell like heaven! Harvey Prince Sincerely Perfume Spray Sample 2ml Great Price Must Look SOLD: $5555.45.

 

Dear eBay Queen: The Buyer Want a Partial Refund!

Dear eBay Queen:

I sell refurbished Video Cassette Recorders or VCRS.  I’ve been in the business of doing this for quite some time.  I inadvertently purchased an old storage locker owned by an electronics dealer, or some guy that collected the stuff. I have more parts and belts that you can imagine!  I sold a very nice VCR to yet another dis-satisfied customer!  The VCR had a missing front cover.  This was pictured and listed in the description.  I did find a replacement cover for the opening and put it on the VCR, and sent it to my buyer, and sent them the following email:

“Good News! I found a part for your VCR and it now has a cover.  I have attached it and I am sending it to you. Thank you for your purchase!”

I received this message from him:

“I received the VCR, and it does not have a front cover! I wish I knew before buying it.  I paid a lot of money for this as a gift for my kids so they can watch all of the old movies I have.  I can’t believe I was hustled like this! I want a partial refund!”

I messaged him back:

“I am confused.  My listings and pictures stated it did not have the front cover, but I found one, and put it on for you. I even sent you a message that I was going to put it on for you.  Have you opened the package to see that? Please advise how you’d like to proceed.”

He responds back.

“Well, I guess you advertised this incorrectly. What are you going to do to rectify this?”

I message him back:

“I don’t understand.  Do you want the VCR with the cover or do you want a partial refund, no matter the condition of the item?”

He responds:

“I paid too much and I want a partial refund. DUH! Either figure out how to rectify this problem or  I will need to report this. To PayPal and eBay.”

So, eBay Queen – how do I handle this buyer?  I reviewed his feedback and he leaves about 12% negative feedback for the items he buys.

TS..

 

Dear TS:  

It almost sounds like this guy does this kind of thing all the time; buys and item and then demands a partial refund.  It in this situation, I would message the buyer a message similar to this:

“I am so sorry this item is not what you expected. I do not give partial refunds, however I would be happy to refund your money once the item is sent back.  Please send it back in the original packaging with insurance to: YOUR NAME and ADDRESS HERE.”

If the buyer tries to engage you in any other conversation or threats, contact eBay.  I would also go ahead and report the buyer through the “report buyer” link and contact eBay via phone to let them know what is going on.  Unfortunately I don’t think they can actually do anything to this buyer until after he makes good on his threat.

If you have not already done it, I would add a little blurb to your refund policy that you do not give partial refunds, only full refunds once the item is sent back.  Selling electronics on eBay is a tricky business to be in.  Most buyers are honest and good, but sometimes you’ll find a few that might take advantage of you. I have a friend that sells electronics, and he puts stickers on his items that say ‘once removed returns not accepted.’

I am sure that this buyer has a bit of feedback extortion in their message, and if they leave feedback that says the item is not described, it will be removed because you did describe it correctly. You even improved the item!

ebayvideorecorder

 

Strange eBay item of the Week: Item #182072707410. We’ve been looking into purchasing a VCR to watch all of our old VHS’s. They seem to be selling for varying prices on eBay. This one is one of the most expensive listings I noticed in my search. Sony SVO 5800 VCR VHS SVHS Industrial Works Great SOLD: $699.00.

 

 

 

 

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