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Can You Guess What I Did Wrong with This Transaction?

All I can say about this post is.. What the French Toast?  I’m posting this, because an eBay Concierge CS person told me that I was in the wrong.  Read through this, and at the end, I’ll tell you what eBay said I did wrong.  Why am I doing this?  So that you won’t do what I did.

Here’s the story without the pics: 

The buyer purchased one listing for 2 curtain valances.  These valances were a sample, and the only one’s like it we had in inventory for the company I eBay for.  They are located in the “eBay Warehouse” instead of the big warehouse.  The significance of that is that it makes this a unique transaction for the picker and packer, so they remember this kind of thing.

  • Buyer messages says they only received one item and they want a partial refund.

**I am on my way to eBay Open and can not log into the VPN at the company.  So I am answering questions blind.**

  • I respond apologize and tell them I need to ask the warehouse if they left it out.
  • She wants a partial refund
  • I once again let her know that I need to get back with her on Mon/Tues with the information but I will give her a partial refund OR I will give her a label to send it back.
  • She proceeds to tell me she’s not sending it back and just wants a partial refund

Warehouse employee confirms that they shipped both AND I log into our shipping to see that the packages weighs more that 3lbs. Confirming that both were sent.

  • I message the buyer ask them to open a return request. (they do) and I provide the label.
  • The buyer calls me names, and refuses to send the item back wants partial refund.
  • I call eBay. eBay tells me I am doing the right thing.
  • More name calling and wanting a partial refund.
  • I call eBay again and they re-assure me that she has opened a return request and that they are going to insist she send it back NOT give a partial refund.
  • Saturday afternoon. They give her a partial refund and debit my account.

Any guesses why or what I did wrong?

Here’s how many times the buyer messaged me.

YES, that is 23 times

 

 

 

She told me she saw them on our site.  Since these were samples, I knew we did not have any on our site. So I asked for proof.

**this is where I knew she received both of them, so I told her she would need to send them back.

 

 

 

 

So if you read through this mess.  You saw that she threatened feedback and star extortion, she called me names, and refused to send the item back.  So here’s the outcome:

 

eBay gave the buyer a partial refund and did not wait for the return case to time out.  Why?  They said “You agreed to give the buyer a refund but didn’t issue it.”

When I told the buyer I would give a partial refund OR I would give them a label, that means to eBay I agreed to give them the partial refund NO MATTER what.    What I want to know is when the CS person at eBay reviewed the messages between the buyer and myself, did they think it was ok for the buyer to use feedback extortion and curse and call me names?

What do you think?

Dear eBay Queen: Selling Hatchimals Brings out the Worst in Humanity

Dear eBay Queen:

I am so upset.  I purchased 5 Hatchimals at the local Wal-Mart on Black Friday.  I stood in line and waited for hours to just have the opportunity to buy these things.  I put 2 on eBay and 2 on Amazon.  The last one I offered up for sale on the local swap and talk group.  To say I was eaten alive is an understatement.  I received numerous messages about what a bad person I was for making money off the item.  What is the deal?  I purchased the Hatchimals for 59.99.  I had them listed on eBay & Amazon for 159.99 with free shipping.  I sold each of those.  The one I put on Facebook I listed for 125.00.  That one not only did not sell, but I received Death Threats over it.

Here’s one message I received:

I want you to know that I am disgusted with your ad.  I bet you were raised here, right?  The people here take pride in their community and in helping each other.  You aren’t helping people! You are gouging them!  You know how much these sell for at the store! Why would you do this to the good people here?  Someone should shoot you.  Better yet just choke on the ugly bird egg.  I hope you get kicked off of Facebook for being dishonest.  Some of us live paycheck to paycheck.  We can’t afford to be taken advantage of like this.”

I took my listing down after all the bad “press” I received.  Why don’t people understand supply and demand?  Why is it my fault this person lives paycheck to paycheck?

AN
Dear AN:

This kind of thing happens every year.  There always seems to be some toy that is the hot thing. Parents go crazy over it and there are always people that don’t respect the time it took for you to be first in line on Thanksgiving to get the item.  Other people’s choices are not your fault.  I think that Facebook groups are a great way to sell a few things you don’t want any more without having a garage sale, but just like going to Wal-mart you never know who you’ll run into.

I would not take any of this personally and list your last one on eBay.

 

Dear eBay Queen

Before Thanksgiving I had a buyer open a return on a pair of brand name leggings.  The buyer stated that she misread the listing, and that she thought they were a different size. I’ve waited and the buyer has not sent the item back.  According to eBay’s messages the buyer was supposed to send it back by December 1st.  She has never uploaded any tracking info but I finally received a package today.  I opened it, and it did not have the leggings in it that I sent.  It has a necklace in the box.  There is no return address or tracking. What do I do?  Should I contact the buyer?

Abbie

 

Dear Abbie:

What does the postmark say? Is it the same town or close to where you sent the buyers package?  If it is, I would contact him through the returns Que.  If it now where near where he lives, you should call eBay and get the return escalated and closed.

To have a return closed you need to go to eBay and at the top of the page

  • ­­Click on “Help and Contact”
  • Go to the bottom of the page and click on “contact”
  • Click on Selling and then Money Back Guarantee and Returns
  • Click on Handling claims and Returns
  • Then at the bottom of the page click on “call us”

Once you speak to a customer service representative tell them they the buyer has not returned the item in the time eBay has given them.  They should close the case right away.

If your buyer returned the wrong item, I would message them (through the returns Que) and let them know that you received a necklace.  I don’t think it would hurt to attach a photo of the necklace and of the label.  I would then call eBay and they quite possibly will close the return after you do this.

hatchimals

 

Strange eBay Item of the Week: Item #332011849348. Hatchimals really are one of the hottest toys this year, and prices are all over the place for them on eBay. This one sold particularly high: Hatchimals Draggles Color Green Brand New Super Hot Toy VHTF SOLD: $7600.00.

Broken Cake Stands, UPS, Unreasonable Buyers, and eBay

ebay-cake Photo Credit

Around two weeks ago I sold a cake plate.  You know the kind metal filigree stand with glass dome?  As we I’ve always done, we double box the item and send it off UPS.

The buyer even requested I ship it UPS.

valentine

Except I think she wanted the UPS store to ship the item.  (You’ll see this in later messages)

I messaged her and said it would be shipped via UPS.  We sent out the item, double boxed, and received a messaged stating that the scroll filigree work on the metal base broke.

valentine2

If you’ve never submitted a claim with UPS, they require the buyers phone number.  They will call the buyer and schedule a pick up with them.

valentine3

Uh.. that’s not what I asked you to do.

I message the buyer again and ask them to please give me their phone number and allow me to have UPS pick it up.  Once they pick it up I can refund her money.

The buyer then opens a return request.

valentine4

Did you see ‘UPS did not package this purchase’? Her address is a UPS store.  I wonder if the UPS store had a role in this debacle?

You see how she is stating she will not “request a return from UPS”?  AND in all of our messages she adds a note for eBay.

I call eBay where the representative volunteers to message the buyer and urge her to work with me.  The message from the eBay rep even states that “if you return the item to the seller, the insurance will be void” and we need to have the carrier pick up the item per their policy.

I respond to her in the return request:

valentine5

“We” packed the item.  It was double boxed and UPS picked it up from our business and shipped it to your home.  When UPS has a breakage there are rules that are put on me the shipper to follow.  I’ve sent you the instructions on how to get the fast refund possible and you’ve refused. Perhaps I did not explain well enough in previous emails.  When there is a breakage UPS will pick up the broken item and the packaging from your house.  They will start the refund process since there was insurance place on the package.  In order to start his process i need your phone number.  UPS will call you and set u a time to pick it up.  They will pick up the item and issue a refund.  It takes bout a week or two for this to happen and there is very little effort you will need to do besides answering the phone and scheduling a pick up.  This is what is required for a return.  Please send me the best phone number for UPS t get a hold of you and we can get the process started.

She responds:

valentine6

Once again. We are Not going to allow UPS to be responsible for an item that was shipped damaged.  Maybe we were not clear.  We are Not going to hold UPS responsible for this item you sent so “carefully packaged”.  Once questions… Since you packaged the item so carefully and double boxed package.  Why did this item arrive broken?  Well the box was not damaged at all and the contents wee still in place.  Seems like you are holding UPS responsible for something that they are not responsible for  We will surely explain this to UPS.  Once again we are not going to accept a claim from UPS.  THIS HAS NOT BEEN A VERY PLEASANT EXPERIENCE. PLEASE DO NOT MAKE THIS A SPECIAL SITUATION. Thank you.

I called eBay.  Where the representative told me that I did not make myself clear in the messages that she was going to receive a refund.  SOOOOO  I message the buyer again.

It does not matter how well you package an item sometimes it breaks. The glass usually breaks and on this item it did not. It was the metal. It was not intentional. WHY would a seller of 19 years want a customer to receive a broken item? I packaged the item sent it to you with insurance.  I purchased insurance on this item for a situation like this.  If I had not purchased insurance I would be responsible. I spoke to an eBay representative and they thought I was not clear that this is UPS’ policy and that I am following their rules.  Once again here are the steps to getting this claim done as quickly as possible.

The way this is being handle is how UPS handles breakages.

#1 I submit the claim with your number

#2 They call you

#3 You package the item in the original packaging and leave it for them to pick up.

#4 They pick it up inspect it

#5 They call me to ask what was in there.

#6 a refund is issued.

Please message me your phone number as soon as possible so that I can get this process started.

She responds:

valentine7

You are not understanding that we are not going to be part of a claim blaming or holding UPS responsible for the damage done to our item.  That’s it EBAY will definitely have to step in.  even if you do submit a claim, once UPS contacts us we are going to explain what took place.  That’s it… We wish that we never came in touch with you and your item.  We are not going to hold UPS responsible.  you don’t have to explain any more. We will get EBAY involved.

I contacted eBay again.  The person I spoke to volunteered to call the customer and explain that this was what they were supposed to do.  If they sent it back to me the insurance I put on the package would be void.  I guess the buyer was rude and belligerent with the eBay rep.  I received a call back from the eBay rep and she explained the only choice she thought I had was to escalate the claim and have it closed against me THEN appeal the claim and  everything would be rainbows.

valentine8

All is well that ends well?

Sometimes a Blue Wrist Band Will Save You From a Return.

DSC03172

I’ve been putting these simple inexpensive wristbands on my clothing for about 2 months.   I started doing this because I was having a small issue where a buyer would confuse my item with another sellers identical or similar product, OR they would alter the item (by washing or wearing) and then return it.

This morning I had a buyer message and say the item we sent her was damaged.  Turns out, it wasn’t our item.  (Read from the bottom up)

bluetagreturnsave

Needless to say I am ecstatic that my blue tag once again saved me from a return!

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