Two buyer problems...please advise!

catt_2

I recently started selling some of my stuff on Ebay. All went well with the pick up only furniture items. So I listed a few items for posting.

I've just come back from holiday to several ebay problems!

I sold a new boot bag with the dimensions stated and no returns. The buyer paid by paypal. He wants return & refund as his boots don't fit in. I doubt I could re-sell as new if he tried it.

What to do?

I sold a new laptop bag but couldn't find it before our holiday upheaval and offered to send another new similar brand or suggested a mutual withdrawal. He has opened a non-performing seller complaint and I've yet to refund him as I've been away.

What to do?

These items sold for very little compared to the furniture and they are proving troublesome. I don't think I'll be selling any more.:o

catt_2

I should mention that I have a 100 per cent feedback score and don't want these latest buyers to spoil that.

hermum

I think that if you can prove that the bag is the size listed that you could win, however the buyer may well give another reason for SNAD & will probably win. Best to accept the return, & refund him the purchase cost & up to you whether you pay p&p.
The laptop bag, quite honestly you probably deserve a neg & initely low dsr for, why list something when you don't know where you've put it. You could try grovelling big time, I assume that you've now found what you sold. Offer to send it & refund the p&p on it, if you haven't already.
Selling on ebay & amazon can be quite hard work, you do get wally buyers, but they bid, pay & then you say you haven't got it, or can't find it because you're going on holiday.
I would have opened a dispute if I didn't receive what I'd paid for.
Are you a business seller, or just someone who happens to have a lot of new bags?
Sorry if all that seems harsh but this is the reality of ebay.

catt_2

No I'm not a trader seller. It just happens to be two new bags. The one was safely received. The other may have got put out with the charity black bags. There is just so much stuff, which is why I decided to sell some. I need to get more organised, I know. I haven't found it yet. I took photos and put them in another pile, I wrapped some already, but can't remember whats inside and have to open them.

It was so much easier to sell the furniture. Buyers just came to collect and they were all so pleased. Now I have to pack things , label and send them. I haven't got a system going yet.

hermum

With a lot of stuff to get rid of it can be tricky cant it. Don't forget that ebay are forcing people to upgrade to a business account, if someone's opened a dispute you could be on their radar now.
I would just refund & grovel. When & if you find the bag you can relist, tell the buyer that if it's within the next few days you'll contact them & let them know when it's to be relisted.
You should have hung on to some of the furniture you sold if cupboards, & shove all your listed stuff in there.
Something of mine that finished just now I'm glad didn;t sell as I'm not sure which box it's in.

catt_2

I've now agreed with the one buyer that he can return it for a refund. He is very pleased.

The other situation is more complicated. I had hoped for a mutual cancellation but he has put in a non-selling seller complaint. He is asking for his money back (fair enough) but Paypal has I think put a freeze on the funds until the complaint is resolved. Ebay is indicating I need to go to the Paypal site. Can anyone help me with the procedure? I just want to return the money asap. Thanks.

theonlywayisup

With your compliant buyer, I would ensure you have gone to the resolution centre on Ebay, selected I want to cancel a transaction, then, buyer wants to return for a refund. When the item is back with you, go back to the resolution centre and complete the refund in there. It will take you to Paypal and the transaction you need. Use the 'issue a refund' bit under the payment to make the refund. You will get back your FVFs for the sale upon refund.

With your non compliant buyer. There is not a lot you can do. As you have already asked for a mutual and he is not agreeing, you will end up with a NPS.

Go to Paypal, to the transaction and refund. On the right hand side you should see the dispute centre, showing an open case (if he has opened one). You can then refund via that.

catt_2

Thanks to theonly...

I have followed your instructions which were very helpful.

catt_2

The buyer who didn't get his bag has now left me my first negative feedback:

"Told me item was out of stock after paying. Had to get refund thro paypal."

This is not strictly true, as I told him I couldn't find it. Also. it was me that issued the refund via Paypal. How best to reply?

"Explained to buyer & refunded."

martindow

catt wrote: »

The buyer who didn't get his bag has now left me my first negative feedback:

"Told me item was out of stock after paying. Had to get refund thro paypal."

This is not strictly true, as I told him I couldn't find it. Also. it was me that issued the refund via Paypal. How best to reply?

"Explained to buyer & refunded."

Well I think the feedback is quite factual and accurate. Out of stock and not available because you can't find it is much the same.

With Ebay you have to be quite organised or problems will happen. Most people avoid selling just before they go on holiday in case there are difficulties to resolve. If you are able to reply quickly most problems can be resolved before the buyer gets angry or anxious.

Your response is good as you come across as calm, factual and reasonable. It's never nice getting a neg and now you need a string of trouble free sales to dilute it amongst positive feedback.

catt_2

Thanks Martin. Should I leave my buyer a neutral or a positive? He has done nothing wrong except not agree to the mutual withdrawal.