Ebay buyer not happy, advice please

Dolly-Rocket

Hello,
This has never happened to me before so I'd appreciate some advice.
I buy and sell on ebay, have a score of `497` 100%.
I just sold an item for £57 but the buyer is not happy. She says it has marks on it etc, which it doesn't, so we'll have to agree to disagree. She has asked for a refund which I'm happy to do, but I want my bag back!
So.....I've emailed her explaining this and sent a sale cancellation request.
My question is: What if she wants a refund before I get the item returned? what if she won't pay the postage? can she still leave negative feedback?
I'm really trying to gauge the etiquette here!
Many thanks.

soolin

Personally requesting a mutual before getting the bag back and refunding will almost certainlyl mean buyer will refuse and you'll still have to pay your fees. It is more normal to sort it out , make the buyer happy and then do a mutual.

However, the refund should not be issued until you have the bag safely back, if it is in any way not as described you would also need to refund the return postage. If buyer opens a paypal dispute they will tell her the same thing.

Yes buyer can leave feedback for you

cyberbob

Sending a cancellation request may have just got her back up as she may be thinking if you have misdescribed the item why should she help you get your fees back. In some ways it can make you look a bit dodgy. In my opinion if you were going to ask for a cancellation I would have ensured the buyer was onside first and reasonabbly happy as there is no way they would agree before they got their refund.

Just ask her to return the item for a full refund. This is what paypal will decide if she opens a dispute. Yes she can still leave feedback.

NB. Soolin beat me

pug_in_a_bed

If she opened a dispute she would have to send the bag back anyway, tracked, before she was refunded by paypal. So only refund once she has returned and you have it in your hands.

lol you all beat me to it!

Dolly-Rocket

Many thanks everyone.
Yikes I didn't realise that would get her back up, oops! I should have waited but I was cross as she called me a liar. Personally I think she just changed her mind as she only paid £18 less than if she'd bought it new. My listing had lots of pictures showing there were no marks so I'm flabbergasted by her comments.
If she leaves negative i'll be furious, hope I can respond.
Let's see what she replies..............

Dolly-Rocket

i just sent her an email apologising for the cancellation request and explaining that I hadn't been through this process before so didn't know what to do. I asked her to return the bag and that I would refund the cost includng psotage, once I recieved it. Does that sound okay? I really want to protect my feedback on ebay and get the bag resold so fingers crossed X

*Kat*

Part of me thinks she should jsut file with paypal and allow them to deal with it. But yeah that sounds fine, maybe just ask she sends it recorded delivery too? You don't want it going misisng or anything

Dolly-Rocket

*Kat* wrote: »

Part of me thinks she should jsut file with paypal and allow them to deal with it.

Hi Kat,
What does that mean? sorry to be so dense.

lindseykim13

*Kat* wrote: »

Part of me thinks she should jsut file with paypal and allow them to deal with it. But yeah that sounds fine, maybe just ask she sends it recorded delivery too? You don't want it going misisng or anything

No you don't want to do that at all, sellers need to avoid disputes being opened now under all circumstances as from now they count against your ebay acc. Too many and you'll start to loose your selling privallages.

Dolly-Rocket

I've been reading through these threads and it seems that most things go in the buyers favour regardless! I can shout til I'm blue in the face that the bag I sold had no marks on it but it is still used! Clearly some buyers don't understand this!
Don't think I'll sell in future : (

Crowqueen

Dolly - don't let this one person put you off. As people say if she goes to dispute, then she will have to send it back tracked (though for £57 I would recommend Special Delivery).

If someone's unhappy with something, it's better to take them seriously, get the bag back and refund. If they are just changing their mind, the bag will still be in saleable condition. That's better than having someone deliberately damage something in order to convince you it's SNAD, and dumping it back with you in an unsellable condition, while leaving you with a big red dot.

You have a lot of eBay experience and understand the situation from both sides. Sometimes it just happens: a lot of buyers get confused between the rights they would have with an online shop (unconditional return policy within a certain period) and with a private seller (returns only on SNAD items). Don't take it personally and relax. If you handle it well, it needn't come to a neg.