Help! with Demanding and Angry Buyer

soolin

Auntie-Dolly wrote: »

He is being very impatient and unreasonable. I'd just reiterate that it is on it's way and if he no longer wants it once it arrives to return it for a refund. I wouldn't consider refunding until 15 working days have passed. He could always check at the sorting office as well in case it is awaiting collection.

The problem is buyers know they don't have to wait for sellers to start their own claim, they can get a refund before that. If a seller insisted I wait 15 working days before they refunded I would probably neutral them, or even neg them.

Auntie-Dolly

Well, even if he starts a paypal claim it won't be quicker than waiting 15 days will it?

soolin

Auntie-Dolly wrote: »

Well, even if he starts a paypal claim it won't be quicker than waiting 15 days will it?

Actually yes it could be. OPen a claim on day 7, it can close as early as day 10 after that which is 17 days. 15 working days is normally 3 weeks (21 days) and over Christmas you have to account for a further 3 bank holidays which are not working days.

I usually refund at end of week 2, and although I don't seem to lose things any more when I did have problems I still never got a neg. By appearing obstructive or appearing to deny a refund the buyer just gets aggravated and reflects that in feedback.

cyberbob

soolin wrote: »

I usually refund at end of week 2, and although I don't seem to lose things any more when I did have problems I still never got a neg. By appearing obstructive or appearing to deny a refund the buyer just gets aggravated and reflects that in feedback.

I normally refund at 10 working days. Don't get many losses though the last one at the beginning of December I refunded and communicated well I got glowing feedback and good DSRS. As Soolin says by dragging it out and looking like your not co-operating will cause you more problems in the long run. As a small turnover seller bad feedback and poor DSRS could have a big effect on my business so good customer service is key. As a buyer if I have to take it to a a dispute for a refund that is an automatic Neg as it really shouldn't have to go that far.

kirstiex

OK the cynic in me is thinking that perhaps it HAS arrived but he's not happy with it and is justing saying that to get his money back. If it wasn't sent recorded you have no way of proving it arrived or otherwise.

I would politely respond that had you known it was for a christmas present you would have sent it recorded (at extra cost of course) but you are sorry to hear it has still not arrived (like others I'm still waiting for things that were sent on 17 Dec) you will refund him. You can then get refund from RM - that way he may be inclined not to give negative feedback. Unfortunately it may mean he will have got the item for free but you win some, you lose some. Some ebayers are just a***'s'

Lucyxx

I had an item arrive today that was posted on the 15th (not ebay related) so there are definitely delays still.

Hope it gets resolved soon OP xxx

soolin

kirstiex wrote: »

OK the cynic in me is thinking that perhaps it HAS arrived but he's not happy with it and is justing saying that to get his money back. If it wasn't sent recorded you have no way of proving it arrived or otherwise.

I would politely respond that had you known it was for a christmas present you would have sent it recorded (at extra cost of course) but you are sorry to hear it has still not arrived (like others I'm still waiting for things that were sent on 17 Dec) you will refund him. You can then get refund from RM - that way he may be inclined not to give negative feedback. Unfortunately it may mean he will have got the item for free but you win some, you lose some. Some ebayers are just a***'s'

Love the way it is easier to believe that buyers are all liars rather than an item is lost or delayed in the post.

Seriously, if it ever gets to the stage that I believe every buyer is out to scam me I would give up ebay and all my online selling and stick to car boots instead.

merrymary

Thanks for the replies!

Getting a neg feedback doesn't bother me. I could always reply to it and give my side.

What gets me is that he seems to blame me for not getting it to him before christmas.
That he paid more (about a £1) than what he would pay for them new in the shops, again not my fault for not looking around before bidding/buying.
And that my game, is used and not new, never claimed it was new, clearly stated as used.

If he HAS the game and doesn't want it, fine by me. He can send it back (at his own cost) and i'll refund.

If he's claiming that it's lost, when really he has it already but not happy with them (meant keeping the game and money). And i file a Missing item claim with RM and they start the investigation, surely they'll find out that it has been delivered and my claim will be dismissed.

cyberbob

kirstiex wrote: »

I would politely respond that had you known it was for a christmas present you would have sent it recorded (at extra cost of course) '

Sending it recorded would have made no difference to the speed it will arrive so how that would have helped i have no idea.

99.9% of customers are honest if you live in a world where you think they are all out to scam you then more fool you. Yes some can be a pain and impatient but the majority are honest

cyberbob

merrymary wrote: »

Getting a neg feedback doesn't bother me. I could always reply to it and give my side. ............

If he's claiming that it's lost, when really he has it already but not happy with them (meant keeping the game and money). And i file a Missing item claim with RM and they start the investigation, surely they'll find out that it has been delivered and my claim will be dismissed.

If you are a low volume seller less than 20 items a month 1 neg will seriously effect your policy compliance (so a chance of suspension)and your visibility on searches also one poor set of DSRS will seriously put your average down which will also effect sales. Yes you can respond to feedback and it may look good but if buyers cant find you they won't be able to read it.

Your better off trying to appease your buyer initially (within reason). You may not agree with the buyers point of view but it makes good business sense to try and keep them on your side

The only evidence that RM can have that it has been delivered is if it was sent tracked which you didn't