Buyer Complaining

Brooker_Dave

livelyred wrote: »

I am new to selling a few days ago i sold a Lamp which i know was in excelent condition never used just sat on my side,it wasent even turned on ,well i sent this parcel ist class even thou i said second on the listings but this buyer wanted this lamp quick so i did,now she emailed me saying there is a red pen or crayon mark on the side off the lamp,i checked the lamp all over before i sent it,what shall i do ? I new from my sister who has been selling for yrs said you sometimes get problems with buyers ?

Buyer went off lamp?

Buyer can neg you and get their money back off paypal, buyer holds all the cards.

Try the small ads next time.

livelyred

Bromley86 wrote: »

The way PP disputes work is:

INR: You (the seller) need to provide online tracking info to prove the buyer received it. In RM terms, this means Recorded (if, and it seems to be a big if, they actually took a signature) or Special Delivery (which is trackable all the way through the delivery process).

Of course, if you sent it, have a receipt and RM lose it, you can claim back up to £36 from them. So it's not always the case that you have to send tracked - you'll lose the PP case and have to refund (the initial amount including postage), but you can claim off RM.

If you didn't send tracked and the buyer starts a fraudulent INR dispute, there's little you can do. Still, it's not something that you're likely to bump into for a lamp.

SNAD. This is the dispute that she should start (assuming that, for whatever reason, it is marked). She starts dispute. You get a chance to negotiate a settlement. If that fails, she has to return it tracked. If she doesn't, then you can claim that you didn't receive it (note that I'm not advocating this, it's just the reason why PP insist on tracked methods). If she sends it tracked, you have to refund the initial amount (inc. postage) but not the return postage.

This presents a barrier to part-time scammers. If she's one of those, then she might be hoping for a partial refund without having to return it. Insisting on a return is the only sensible thing to do, although as I said in my first post there are scenarios where you might still end up getting scammed. Don't sweat it though -- you only tend to read the bad on these boards as, by definition, few people come here to rant about their good experiences .

So, that's the PP dispute process. Now, for me, I like everything handled in a dispute - it keeps it all above board. However most people are not like me. Forcing a buyer to initiate a dispute means that they're more likely to leave negative feedback, so you might as well just do what PP will tell you to do anyway. Tell them to return it, inspect it and then refund. You have the option, if they didn't return it tracked, of pretending that you didn't receive it. Not something that you should do, but if they've definitely done a switch and sent you a different lamp, it's your only realistic option to avoid refunding.

Its all confusing :mad: i dont know what to do to be honest,she hasent yet ask for a partial refund the lamp she won was only £6.77 i think i would rather do this then get a dispute going i havent time for all off that to be honest,what do you think ? am i being silly ?

GregtheHammer

Definately call their bluff. If they are not happy return the item via a trackable method so you can inspect it for described marks. I really doubt they will for £6.77

Bromley86

Do not refund without getting the item back.

It's simple in your case - perhaps I made it worse by describing the situation . Just ask them to return it and then you'll refund. If they come back with any bull about refunding first, just ignore them.

Prepare yourself for some negative feedback - there's nothing you can do about that. When/if it happens, post again before you do anything and someone will tell you how to make the best of it.

Do not mention a partial refund unless that's really what you want to do. To be honest, it's not likely to be worth it as there's still a chance that they'll neg you.

At the end of the day, the worst that can happen is you get a negative feedback, you have to refund what you've been paid and you get the lamp back. Not ideal, but not worth losing any sleep over.

Brooker_Dave

GregtheHammer wrote: »

Definately call their bluff. If they are not happy return the item via a trackable method so you can inspect it for described marks. I really doubt they will for £6.77

If the item is only £6.77 give in to the buyer's demands.

Paypal will make you anyway.

If you collect too many negs from theif buyers, ebay will accuse you of being a theif and close your account, and anyone else who lives at your address (see collective punishment).

elsien

catmiaow wrote: »

Did you take photos from all angles with a date stamp?

I'm curious about this date stamp suggestion. I can't see how it proves anything, as you can set the date on the camera for whenever you like. Am I missing something?

JimmyTheWig

livelyred wrote: »

Its all confusing :mad: i dont know what to do to be honest,she hasent yet ask for a partial refund the lamp she won was only £6.77 i think i would rather do this then get a dispute going i havent time for all off that to be honest,what do you think ? am i being silly ?

Then don't bother with the dispute. Assume you will lose it. Just do what would happen if(when) you lose the dispute.

Tell her to return the lamp to you and you will refund her.

livelyred

Thankyou i have emailed her asking her if she isnt happy to return the lamp and once i recieve it i will refund the £6.77 see what she says to that i will keep you informed thanks for all your advise x

shelly

elsien wrote: »

I'm curious about this date stamp suggestion. I can't see how it proves anything, as you can set the date on the camera for whenever you like. Am I missing something?

I don't get it either but from another pov. What's to stop a seller photographing an item with the correct date on it but then damaging item immediately afterwards?

livelyred

If i emailed this person and said im not refunding as the item was listed as used,can she still put a dispute in also would she win ?