Really awkward buyer

Flashdaisy

Evening all!

I sold a dress on Ebay a couple of weeks ago, the measurements and size were clearly stated in the listing, I said that the bust measurement of the dress was approximately 40 inches. When the buyer received it I got a very snotty email from her saying that the dress wasn't the same as others in that size from the same store and that my measurement was out as by her calculations the bust measurement was 39.9 inches! I said to her that the measurements were correct in my opinion but as she was clearly dissatisfied to return the item to me and I would refund.

I still haven't received the dress back and now the woman is sending emails saying the dress just "looks dodgy" and apparently is a completely different colour to my photo (it's not, I have sold several of the same and all other buyers satisfied). She also says at the end of each email "Remember, this will all affect your feedback!". And she says she wants her postage both ways refunded too which I've told her won't be possible.

I have now told her to go ahead and do an "item not as described" dispute as I know the item was as described and she is just being awkward. And also I won't refund something I haven't received back.

Anyone else had a customer like this or got any advice in dealing with awkward ones?!

Thanks

Contains_Mild_Peril

Luckily I haven't had any customers like that, but I think you've handled the situation correctly. If she does win a dispute (quite possible, even if she's being completely unreasonable), Paypal will expect her to return the item at her own expense, though you will still lose outwards postage.

Flashdaisy

Thanks for your reply. She doesn't seem to have started the dispute as yet but I think I'd rather go through the proper channels if she's so adamant she wants a refund. She says she has sent the item back but not recorded delivery, so if it never reaches me will I still have to refund her if PP find in her favour?

sysboy

i think you should not refund her if you have not received the returned item.
You need not to refund the return postage. it is enough to refund the full refund even the buyer won the claim. However, in any case you would be left negative or Neutral feedback. I think it is impossible to satisfy all buyers.

Bromley86

Flashdaisy wrote: »

She says she has sent the item back but not recorded delivery, so if it never reaches me will I still have to refund her if PP find in her favour?

When it doesn't reach you, you will not have to refund as PP will not find in her favour .

ch0ccy

Flashdaisy wrote: »

Thanks for your reply. She doesn't seem to have started the dispute as yet but I think I'd rather go through the proper channels if she's so adamant she wants a refund. She says she has sent the item back but not recorded delivery, so if it never reaches me will I still have to refund her if PP find in her favour?

She can say what she wants but if it doesn't arrive and she can't provide a tracking number (or rather proof of delivery from what I've read on the forums) Paypal will not decide in her favour, and you won't have to refund her.

~Jem~

It's not that they won't favour her if she doesn't send it back.
What could happen is they favour her, then they will ask her to send the dress back and provide tracking info.
If she doesn't do that that nothing will happen and the case will automatically close when the time limit is up.
After that she can moan all she wants and nothing can be done!

ianpduk

Ask the buyer for their Proof of Postage from the post office - that actually gives upto £34 of cover claimable from the Post office. If she doesn't have it then tell her no goods or no receipt = no claim! - She has to then claim for it's loss not you!

Flashdaisy

Thanks all!

Well, still no sign of the dress today, but dare I say it, no abusive emails either. Maybe calling her bluff and telling her to start a dispute has made her back off. Hopefully!

motorguy

I would definitely think that item would get lost in the post on the way back to me.

Flashdaisy

pgilc1 wrote: »

I would definitely think that item would get lost in the post on the way back to me.

LOL, I'm thinking along those lines for this item too. I would imagine that even if it arrived and I gave her the full refunds she wants she would still leave horrible negative feedback. Just with Ebay still gave us sellers the opportunity to have a say.