Replying to a buyer who feels like 'bother'

amcluesent

Just seeking peeps views here...

I have a buyer who has always felt like bother. Now they've emailed to say they are disappointed that the item has scuff marks - it was sold as used BTW. I'm sure it was in near pristine condition and was well packed.

Anyway what would peeps do? Send an apology, send a small refund of a fiver or do nothing and see if they SNAD?

theonlywayisup

It depends what you want to do, but in a situation where feedback is more precious than the item, you could email and say you are sorry they are disappointed, but you can either refund, exchange or offer a small reduction. Put the onus on them. You should be able to guage the action needed to safeguard the sale from their reply.

Mrs_justjohn

It very much depends on what the item was and how it was sold. If it was sold as a buy it now then the buyer has 7 days to 'change their mind' and is entitled to a full refund (inc P&P costs both ways - unless you stated in advance that return costs are to be met by buyer).

My guess is they know that you won't want neg/neut feedback and are chancing their luck for a partial refund.

I would call their bluff and tell them to return for a refund - I think you'll find that they want to keep the item and will then offer you an alternative solution.

Bear in mind though that whatever solution you agree to they CAN still neg/neutral as you can not make a positive rating part of the deal (ebays rules - You can't say leave me good feedback and I'll refund £5...etc...)

theonlywayisup

Mrs_justjohn wrote: »

It very much depends on what the item was and how it was sold. If it was sold as a buy it now then the buyer has 7 days to 'change their mind' and is entitled to a full refund

Actually a buyer could have 45 days if they realise they can file a SNAD in Paypal and send the item back tracked. There are no DSR for private sellers but they are still open to PP disputes.

Mrs_justjohn wrote: »

and is entitled to a full refund (inc P&P costs both ways - unless you stated in advance that return costs are to be met by buyer).

Private listings are not subject to DSR, neither are auction style (not bins). Ebay require a business seller to outline their returns policy in each listing, but in reality you cannot easily enforce returns postage refunds.

So, if this buyer wants to force they issue, they can return the item via a SNAD, which can be opened any time up to 45 days from purcahse date. They must merely give PP the tracking number for the return.

Mrs_justjohn

theonlywayisup wrote: »

Actually a buyer could have 45 days if they realise they can file a SNAD in Paypal and send the item back tracked. There are no DSR for private sellers but they are still open to PP disputes..

Yes of course they have 45 days to file a SNAD - I was working on the assumption that the seller would not want a paypal or ebay dispute filed as this is now factored into SNP.


You have a valid point re DSR's and private/business sellers. The OP did not say whether they were a business or not nor whether it was a BIN or auction.

If they file a SNAD and win then the buyer will HAVE to pay return costs. If however they know the TS rules then they will know that in actuall fact they do not have to pay to return it only have to 'make it available'. My gut reaction says that they want to keep the item and are after either a freebie or a partial refund though

Mrs_justjohn

Lara_Tagliamonde wrote: »

these types of buyers ARE bother, just take the negative and forget about them
xx

I am getting to that stage as well - am fed up with being held over a barrel by buyers!

Unfortunately I make my living on ebay so have to protect my feedback/seller performance/reputation/best match position..etc so have to give in reluctantly some times

Mrs_justjohn

Lara_Tagliamonde wrote: »

well hun i wear designer catsuits every day, so i speak from experience, haha, i make a living on ebay earning a lot a year i'm rich lol and a couple hundred negatives never hurt anyone
xxx

Dread to think of the amount you need to sell for a couple of hundred negs not to hurt - unless you are an outlet:rotfl:

I too talk from experience but not wearing a catsuit:eek:

Mrs_justjohn

Lara_Tagliamonde wrote: »

lol all my catsuits are tight lycra, really tight
xxx
and no i've got 5500 fb i was exaggerating with a couple hundred ive got 100% fb

Only 5500???......Your catsuit might be tighter than mine, but my feedback is higher;) and yes 100% pos too:D

Feel like I should be saying 'my dad is bigger than your dad' at this stage....LOL:rotfl:

Mrs_justjohn

Lara_Tagliamonde wrote: »

lol well hun, i have branched off, you see
xxx
hun, i'll let you into a secret
i have a 7 bedroom detached house in the fjords of norway
i value money more than feedback
if a buyer doesnt like an item
they can go
away
i am god
i am lara tagliamonde
i am permitted to wear lycra when i dont cycle
well done on your business
i hope it goes well
xx

Good luck to you too....



I have 4 properties but none in Norway - Scotland is as exotic as I get:cool:

and I cycle but don't wear Lycra....utmust respect to anyone that can carry it off though:T

Mrs_justjohn

Lara_Tagliamonde wrote: »

i bet behind your vast business empire is the framework of a foundation!

Framework of a foundation ???????
:eek:

Just cos I don't wear Lycra doesn't mean I am THAT Big!!! Framework of a foundation indeed ...:rotfl:


**actually not big at all but just doesn't get on with Lycra**;)

Mrs_justjohn

[QUOTE=
i'm sure you leave all the men drooling as you strut past, in your thigh length leather boots and denim jacket[/QUOTE]

OMG - Was it you that I bought those off on Ebay???:eek::rotfl: