v. stroppy customer

patchwork_cat

Hi
Your advice would be gratefully received.

I sent out a package wrapped in bubble and mailing bag as usual (My fedback on package is always very positive) and something has been damaged it was a box of books the books are sound, but the presentation box is damaged. They were fine when I sent them. I have this customer with a 400 odd 99 % feedback now being very rude. I have offered her 5 pounds and said it was securely packaged and her response is I hardly call a bit of buuble wrap and a plastic bag secure what do you suggest?

I had already offered 5 pounds that was my suggestion. I have since reiterated my offer and said that she can return it and I will look into it.

What do I do ? I have done my best, but it is obviously not enough?Why is there always 1.
Thanks
Patch

Sugar_Coated_Owl

I think you've been generous in your offer of giving the buyer £5.00 as a means of compensation but the buyer is obviously not happy with your offer. Perhaps you could suggest to the seller that if they would like a full refund to return the item to you.

patchwork_cat

Yes I have since done that, but they want the books and the refund! Would you say return postage is on them?

DSmiffy

I would agree. Offer to refund the buyer the original cost only and not the return postage fee. Then make sure that you both agree to leave mutual or no feedback at all.

jenniferpa

I think it depends on whether the presentation box is an integral part of the "package". If the buyer specifically wanted the whole thing, and the price matched that expectation, I don't think bubble wrap would be sufficient as the corners of those boxes are quite fragile. However, what's done is done. Have you asked her what she would like you to do? I'm not saying you should do it, but it would give you a better idea of what would be acceptable.

Jennifer

patchwork_cat

Jennifer pa
I really don't know how else I could wrap it. Have you recieved any wrapped in other ways? I think it would cost me out of the market and I find buuble and amiling better than jiffy.

Sugar_Coated_Owl

If they want to keep the item that they are claiming is damaged then they can't expect a full refund as well. How are you to know that it is actually damaged. It could be fine and then they would be getting the item for free!

If they want to keep the 'damaged' item then I would have thought that your offer of £5.00 compensation would be adequate.

Yeah, return postage is definately on them.

jenniferpa

For this particular item, a box. I'm not saying it would be cost effective, I'm just saying that would be the way to protect it. It would depend on the item of course. If it was sold as like new I think I would expect it to be mailed in the same way as a commercial company (e.g. Amazon) but I would also expect to pay for said packaging.

I would absolutely agree with everyone who has said they can't expect to get a refund unless they return the item. If they act like this on a regular basis one wonders why their feedback is so high.

Jennifer

patchwork_cat

She is now demanding a refund and that I pay to send them back. She is threatening me with ebay and a chargeback. However i think she has just shown her hand, by quoting at me where I bought them and for how much- ofcourse she paid more. I don't sell on ebay for the good of my health and she wants to go straight to my supplier and get them cheaper.

Will ebay insist that I pay return postage?Is that normal?

shelly

Definately do not give full refund and let them keep the books. I'd tell them politely that its either £5 partial refund or they send them back to you at their cost for a full refund. Don't let the buyer dictate terms to you. If they end up negging you reply calmly with something like "Offered partial refund, Buyer wanted Item and full refund!!!" makes you look professional and courteous. Also keep all e-mails from them so IF they do open a dispute you can prove you tried to sort it out.


For future reference......Another way to have packaged them (which is how hubby sent a Nintendo DS) would have been to picked up an old cardboard box and cut it to size and wrapped it round the books. Gives a bit more stability should the corners get bashed.


HTH

shelly

patchwork_cat wrote:

She is now demanding a refund and that I pay to send them back. She is threatening me with ebay and a chargeback. However i think she has just shown her hand, by quoting at me where I bought them and for how much- ofcourse she paid more. I don't sell on ebay for the good of my health and she wants to go straight to my supplier and get them cheaper.

Will ebay insist that I pay return postage?Is that normal?

Let her go for it. If she does a chargeback I believe she will have to send back the item to you at her cost.