seller complaining about item - what to do?

svjenni

Hi I got my firs complaint about and item and wanted some advice. here is the listing
http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=250617690275&ssPageName=STRK:MESOX:IT#ht_599wt_1165

Hi there. I recieved this top today and must admit i'm a little dissapointed. The top dosn't have any buttons etc past the bust but opens to reveal your tummy. Had i know this i would not have purchased the item. I'm not a tummy revealing kinda girl. From the picture it just looks like a normal full top and there is nothing in your listing to say this. I really do think this should have been included as i never would have purchased the item had i know.

Regards


I'm not sure what action to take - I sold lots of items al at once so didn't have a lot of time to describe every item fully. what would you guys do?

soolin

svjenni wrote: »

Hi I got my firs complaint about and item and wanted some advice. here is the listing
http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=250617690275&ssPageName=STRK:MESOX:IT#ht_599wt_1165

Hi there. I recieved this top today and must admit i'm a little dissapointed. The top dosn't have any buttons etc past the bust but opens to reveal your tummy. Had i know this i would not have purchased the item. I'm not a tummy revealing kinda girl. From the picture it just looks like a normal full top and there is nothing in your listing to say this. I really do think this should have been included as i never would have purchased the item had i know.

Regards


I'm not sure what action to take - I sold lots of items al at once so didn't have a lot of time to describe every item fully. what would you guys do?

You must make time to describe your items fully to avoid this sort of thing. Tell the buyer to return the item for a full refund, I cna't see what else you can do here as your description doesn't mention that this is not a proper 'top' and i think your buyer has a point.

Also, I am surprised you sell anything with a 14 day despatch, that is probably the worst I have ever seen. Is that a misprint or for real? You really need to aim at no more than 3 working days. Your stars are already taking a bit of a bashing and with ebay being so hot on suspending people for poor performance I would make a bit of an effort to pull those stars back.

alfiesmum

Blimey. If I was a size 14 again, I'd be showing my tummy to anybody that'd look!! I can see her point though. The photo doesn't make it clear which style it fastens in. Just ask her to return it and refund the money. Your auction is really friendly, relaxed style. But I'd probably spend a little more time with an actual description of each item. You mentioned not having a lot of time. eBay does take time to do properly. So maybe space out the auctions, so you can have more time to describe each piece better (I mean more fully).

She could always wear it with a tight t shirt underneath it. For that price, that's what I'd do. Maybe it just doesn't fit her? But either way, she'd win via Paypal, so I'd just refund once it's returned, that way you're not worried about it. She sounds nice enough in her email, no reason it would go bad for her to neg you or anything like that.

Best of luck with the rest of your clearout!

PS I think you need to post within 7 days , not 14 - not certain tho.

svjenni

thanks for the replies - I do actually post very quickly -- i only put 14 in case i got overwhelmed - all my items actually went out within 2 working days

I was thinking about offering refund - will do this

When I refund - do I refund my postage as well as final sale price?

svjenni

This is my last lot of auctions - you are right about taking time - I was trying to clear the house of some space befor the wedding!

Next time will take more care (i hadn't noticed the star score)

OrkneyStar

14 days ?
I would never buy from someone saying that long! 7 is much better! Only list what you can manage to turn around in that time!
As for not describing it properly surely that is your fault ? It is really important to describe accurately- style, colour, material, shape, any oddities (eg split tummy!, small for size etc), stains etc etc.
TBH I would refund, apologise, and let her keep item- afterall it is not hugely expensive and she might just think you are genuine, and can be bothered to do a good job!
ETA I think your thread title is a bit misleading- seller is not complaining- simply pointing out your error! You are in the wrong, not them!
Sorry if this sounds like a rant but sellers like you really put me off e-bay- basically wanting the money but cannot be bothered to list properly or post in a decent time! How would you feel if you bought the item that was wrongly described and could take up to 14 days to be posted ?
On a more positive note- all the best for your wedding!

jazabelle

You're probably losing bids with a 14 days dispatch. I know I wouldn't buy it as I'm super-impatient and like the item as soon as possible!

Sorry, I didn't see you'd just posted saying you will take less time at your next lot of auctions - I didn't mean to pile on you.

Honestly though, you really need to describe your items better. I sit there for hours detailing every little bit, measuring everything, mentioning the slightest issues. At least then you know you're covered for item not as described and people know exactly what they are getting.

Kaleidoscope27

In all honesty I wouldn't have bidded. You spend more time describing your eBay style than you do the top. Also the 14 day posting would put me off. I bought a top from eBay on a Sunday once and got an email saying the business only posted items out once a week - on a Monday. This surprised me greatly - only posted once a week? But since it was Sunday, I figured my item would get in the next day's delivery. It didn't. I waited well over a week for it. I knocked their stars for that as it wasn't mentioned in the listing.

Take an extra couple of minutes to properly desribe the item. Patronise your buyers. Because at least they know what they're getting.

And as other's have said, I'd just refund her the cost and postage of the top. Up to you whether you ask for her to return it or not.

And best of luck for the wedding! :beer:

cyberbob

Your listings need some description in the text also more photos . The etter your description the more buyers and the better protected you are. You also need to work on your DSRs your almost hitting the 4.6 which could put you lower down in listings. Others have mentioned your dispatch times after 7 days you lose all seller protection. Its best to list auctions to finish before days you can post if you can't post everyday. I would also put your start price up 1p auctions are normally where a lot of feedback selling goes on and can make you look dodgy

As for your buyer offer them a full refund on return I would also pay the return postage as your lack of description caused the problem