Problem with Ebayer - Please help!

Kuffo

Hi can anyone advise me how to handle this through Ebays' resolution centre please? I consider myself a fair ebayer treating people as I expect to be treated in return. I always charge postage and cost and would never sell products unfairly, I've got a good feedback rating and this is my first weirdo.

I've sold an item to a lady in the uk through Ebay. It was brand new and had never been taken from the packaging. On the advert I uploaded a photo of the item from its product website. I didn't photograph the item as it was in packaging. I didn't put dimensions or anything as I hadnt opened the product.

There's two things listed on Ebay for me
- I only take paypal.
- I dont accept returns.

A lady bought this - she was argumentative from the start - about postage - about method of payment etc. I was posting this at cost so told her to decline it unless she was prepared to pay paypal and the registered post cost. To be honest I got a vibe from her and definately from her feedback that she had claimed to 'never recieved' items in the past.

Now that she's received it, shes saying its much smaller than the item in the photo and that she wants a full refund. She is raging at me that the photo on the sale wasn't the item which was posted. It is, its just that I uploaded a shot from the website which had the product displayed. For peace sake even though I dont accept refunds, I said send it back and ill refund the Ebay price, not the shipping.

She sent an irate email back demanding a full refund and said that she's not going to send the product back. I've told her not to email me again but to go through the resolution centre as I think from the tone and spelling of her previous communication, that this is going to get nasty. Now she's emailed because she doesn't know how to use the resolution centre. I've told her to get onto ebay customer service if she doesnt know how.

What on earth can I do???? I just want to get rid of her but can't justify refunding her without getting the product back!!!

Any advise most appreciated.

jor el

Do nothing until she files the proper dispute. She'll have to return it by registered post, and she will have to pay the cost of that. If you're accepting the return, you'll have to refund the full amount she paid you in the first place, including what it cost to ship it to her. Those are the rules.

It sounds like she may well be a scammer, looking to get the refund first and then probably not returning the item.

spyderski

I had a similar problem with a woman in the UK on E-Bay. Went through PayPal & Ebay dispute resolution and I won. She still left me negative feedback, which you basically can't do anything about.
If I were you, I'd ignore her - she's now probably going to leave you negative feedback at this stage anyway, so you've nothing to lose.

Kuffo

Hi, thanks for the reply. Yes I don't mind doing that if only to be done with her. I've just sent a final email saying I wont reply to anymore emails from her that she has to open a dispute. I am also concerned about what state the goods will be in if she does return it as I know she's opened the sealed packet already :mad:

StereoLove

Tell her either she sends the item back and accepts the eBay price refund or just keep the item and get on with it.

Kuffo

spyderski, I thought you could appeal the removel of bad feedback if you've attempted to resolve the situation? I wouldnt ignore her though, its a baby product and I'd feel terrible if I didnt at least go through the right channels even if she is a pain in the a*se!!

allthedoyles

The resolution centre will most likely be Paypal , and they always rule in favour of the buyer.

If the buyer states that item ''was not as described '', you most likely will not win .

Your eBay and Paypal account could be frozen until this dispute is settled .

You are a fair person and expect the same in return , however unfortunately this is not the society we live in today .

spyderski

allthedoyles wrote: »

The resolution centre will most likely be Paypal , and they always rule in favour of the buyer.

I.

Incorrect - they found in my favour in my case.

Joseph...

just click help on the site

spyderski

Kuffo wrote: »

spyderski, I thought you could appeal the removel of bad feedback if you've attempted to resolve the situation? I wouldnt ignore her though, its a baby product and I'd feel terrible if I didnt at least go through the right channels even if she is a pain in the a*se!!

You can appeal, but as I found out, they will only take down feedback if
1. The person leaving the feedback agrees
or
2. The feedback is offensive.

Check the E-Bay rules, its practically impossible to have bad feedback removed. It sucks, 'cos I now have bad feedback from a transaction which PayPal found me not to be at fault in.

jor el

Yes, it's very difficult to have feedback removed, but it might be possible. Wait for the dispute anyway, and if it's a significantly not as described, the buyer will be asked why it is not as described. If she uses the excuse that it is smaller than what was in the auction, then you can reply that there were no dimensions given in the auction, and she received exactly what was described. You can then chose to refund, or end communication and escalate to Paypal.

trudyaffair

Hi Kuffo,
It depends on how serious of an E-bay seller you are? If you are thinking of selling on Ebay all the time probably give her a refund but the only thing she sounds like she will give you a bad feedback anyway - so you might have to send her a really apoligetic e-mail saying how right she is and how wrong you are " Customer is always right".
However, if you are not a serious Ebay seller and this is a once off sale you were totally right go down the dispute line .!!
Trudy

Kuffo

cheers for all the replies. I was impressed by ebays cs service, the live chat. The lady I spoke with answered all my queries and I copied and pasted the chat to the buyer including the bit about being professional and how abuse would not be tolerated and her account would be closed if I make a report against her email. Then at the end I sent her what I marked as a FINAL REFERRAL - go to resolution centre - end of story! on their advise as the email she sent had a threatening tone to it. I'm not a serious ebayer but the item was expensive and I'd rather risk one bad feedback (which would be coming from someone with a lot of bad feedback) for my own financial reasons. Haven't heard a peep since but I'm not convinced its case closed yet...........................