Dealing with a customer & returns HELP

Betta85

Hi,

Just looking for some advice.

Started selling on eBay 3 weeks ago. All went well and I sold maybe 30 items without problems.

My first sale was to a man who bought a jumper. He got the jumper 2 days later, loved it but it didnt fit and wanted a refund. I wrote saying we can exchange it or we can give you a refund minus shipping cost.

He said no problem he will send the item to me. I emailed him back saying no problem we will issue a refund once we get the item back in a sale able condition. That was 3 weeks ago and today he emailed asking for his money back. We haven't got the jumper.

I asked for a tracking ID so I can track what the delay is - he is ignoring that part completely. The jumper cost €50.

I don;t know what to do. He emailed last night again asking for an update and I responded that we didn;t get it and could he check it out with his Post Office.

The terms and conditions state that items must be sent back within 7 days but I dont mind about that. They also state to send back via tracking.

I have a feeling he may kick off - I suppose I would too. How do you think I should handle this? I am afraid that if I give him a refund - he might buy more stuff and try pull a fast one in the future or get his friends to do the same.

Anyone been in this situation? Thanks

BoB_BoT

there's no real issue here, you had specified that the item must be returned with a tracking number. You have not received the item. You can not refund something you don't have.

If he admits he did not send the item registered all you can do is wait and hope it turns up in the post otherwise tough for him. If it goes to a dispute on ebay, you are covered as he has no tracking number to prove you did or didn't receive the item back.

I'd reiterate to the customer that you need the item before you can issue a refund, so you need the tracking number to see where the hold up is.

K.Flyer

Having had many dealings on EBay both buying and selling, if in your T and Cs you state that the items must be returmed by registered, signed delivery post the responsiblity is on the sender to ensure that it gets to you and that there is a record of you receiving it.
It is not your responsibility to make sure you get it, it is his and his carrier. If he does have a tracking number and the item appears to be lost he will have to raise the complaint with the carrier.
Whenever I had to send or return items I would always send by insured, registered, signed for delivery and never had a problem.

Betta85

Thank you very much for those replies. Really appreciate it.

Yes I have 100% stated that they must be sent back by registered post to insure the item reaches us and to avoid debates. I have no problem in giving anyone back their money at all as that is business and things can happen (esp with clothing and sizes) but I need to have the item back.

I even recommended a courier which is cheaper than the post office to post the item as I did want to get the item back quick and give them their money back quickly to keep them happy. (in the original email he sent about wanting to return it)

I will wait and see if it comes maybe it is just because of the Xmas post although items from the UK have come in 3 days so I actually think it is lost. I tried to call An Post but as I didn;t know which Post Office etc it was a waste of time (and I felt a little stupid for ringing without thinking )

A friend of mine who runs a website said ah sure give them back a refund to be nice and take the hit, but I am actually afraid to start that incase it happens again and get a "you did for him why cant you for me" scenario.

Thanks a million for your help

allthedoyles

If the buyer escalates the dispute to a Paypal claim , you will still win this , if he cannot prove successful delivery to you .

Just make sure , you explain your side clearly to eBay/PP

Whatever , don't just give a refund out of courtesy , as he could be a scammer ........you have no way of knowing .

A Dub in Glasgo

The worst that will happen here is you get negative feedback. You are going to see more of this if you mainly sell clothes as they are one of the worst things to buy online without trying it on first.