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aggressive buyer - now claiming money back
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plus im not sure I could avoid his unhappiness because even though the auction ended at 6pm, he emailed 10am the next morning with a 'where is my item??' message asking me to confirm that I had sent it!
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hopeneeded wrote: »sorry I will explain more.
When he contacted me to let me know they were damaged, I replied within 20 minutes offered a full refund. I said they had gone out in genuine very good condition but things happen. I apologised and said if he returns then I will refund.
He in reply opened a case with ebay. He reported that I had not replied to him at all (all our emails were though ebay). When I replied to the case claim I again offered a full refund. He then became abusive saying that the goods were never in good condition and I was trying to con him. As such he wants me refund his return costs as well.
I told me to take it up with ebay from now on as I dont respond to abuse. His reply was that he would and give me negative feedback.
P.
Refunding return costs is usually the way forward if the buyer wants to return; after all it's your responsibility if the items are damaged.
He won't (with any certainty - eBay have started giving credits or labels towards postage, or no fault refunds where seller doesn't lose the money but the buyer doesn't have to send them back; but not Paypal) get them if he has opened a dispute, but it possibly depends how he took what you wrote - it can be very difficult when dealing with buyers and your OP suggests that with a no refunds policy you may not have handled things terribly well yourself.
If buyers are upset then it's best to try and placate them, not to get all sticky about return policies. They did, after all, pay you for the DVDs, they have a right to them arriving in good shape and a right to be upset if that doesn't happen.
If you've honestly tried to sort this out amicably, I'm sorry, but it's really important to make sure you take things like this as seriously as possible. They have more rights, you have responsibilities - it's always been that way and if anything it can only get worse, not better."Well, it's election year, Bill, we'd rather people didn't exercise common sense..." - Jed Bartlet, The West Wing, season 4
Am now Crowqueen, MRes (Law) - on to the PhD!0 -
hopeneeded wrote: »plus im not sure I could avoid his unhappiness because even though the auction ended at 6pm, he emailed 10am the next morning with a 'where is my item??' message asking me to confirm that I had sent it!
P"Well, it's election year, Bill, we'd rather people didn't exercise common sense..." - Jed Bartlet, The West Wing, season 4
Am now Crowqueen, MRes (Law) - on to the PhD!0 -
hopeneeded wrote: »plus im not sure I could avoid his unhappiness because even though the auction ended at 6pm, he emailed 10am the next morning with a 'where is my item??' message asking me to confirm that I had sent it!
P
Yes it sounds as though you were always going to have an unhappy buyer.
Some people are unfortunately like this.
I would just continue stating that you will refund on return of the item.
I had one the other day that I think could end up like this, a NPB was opened, they paid the next morning about 10am.
6pm ish I had a message, have you bothered to post this yet, as I need it asap & thought that you would have managed to mark it despatched if you'd bothered.:rotfl:0 -
My first repsonse was a full genuine policy and an offer for a full refund.
The response was that he opened a ebay case saying i was ignoring him.
I again mailed and said I will refund in full.
I was called a liar and a con artist.
I replied I wasnt and that if he returned the dvds then I would credit him back. I also informed ebay case reponse that I am willing to credit upon return.
More accusations of being a liar/con artist and he would not return until i pay for return postage fees.
I then referred to the fact that even though I have a no returns policy, I have offered as a gesture of goodwill a refund.
He says it will get Ebay to change my mind.0 -
Quote:
Originally Posted by hopeneeded
plus im not sure I could avoid his unhappiness because even though the auction ended at 6pm, he emailed 10am the next morning with a 'where is my item??' message asking me to confirm that I had sent it!
P
If someone wrote me that kind of email I'd just have answered, "I haven't had a chance to post it but I will let you know as soon as I have". There's no need to jump on people for being somewhat impatient; sometimes you can defuse situations by fighting fire with water.
who jumped on who? my reply was that it would be posted that day. I have been passive in all my comments through ebay.0 -
Your "No Returns" policy is meaningless and unenforcable. Putting that in your listing is likley to attract some buyers who know how to play the ebay system to their advantage.0
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To be fair I have never had any dispute in Ebay before and the No returns policy was not a conscious decision but it auto attaches to my listings. I have bought/sold less then 30 items so far.0
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Your "No Returns" policy is meaningless and unenforcable. Putting that in your listing is likley to attract some buyers who know how to play the ebay system to their advantage.hopeneeded wrote: »To be fair I have never had any dispute in Ebay before and the No returns policy was not a conscious decision but it auto attaches to my listings. I have bought/sold less then 30 items so far.
It sounds as though this is just the standard, do you accept returns, that you say yes or no to.
That actually means if the buyer changes their mind, it doesn't fit etc as opposed to something that isn't as described, either because it's broken or described incorrectly.0 -
so what are my options now? and what are Ebay likely to do?
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