Think my first neg coming my way :-(

chemical.galaxy

I sold an item to someone in Germany. Stupidly sent her the wrong one as I had something else very similar.

She opened a case in Paypal, I refunded her £3 to return item to me and I posted the correct one out to her last Monday.

Now she is emailing and saying that the correct item has not arrived - she wants to open a case in Paypal but paypal won't let her.

The money is on hold in Paypal and I would refund her, I mean we are only talking a few pounds here - but I can't refund because there is a hold on it and anyway I have part refunded.

Very irate buyer here, I am trying to ask her to wait a couple more days in case item arrives. Or at least to wait until I can speak to Paypal.

This is not going to go well for me!

sniggings

I've read ebay are getting better at removing neg feedback when it's not called for, depending what they write you may be able to get it removed, though if it is neg because of your mistake a neg would be harsh but the buyer does have a right as you did send the wrong item so they may not remove in that case.

Sounds you got a head case buyer, to go straight to paypal over that issue if crazy.

oh to add, do all emails through ebay and keep the buyer informed so you have evidence to show ebay you did everything right so the neg if it comes is not warranted.

chemical.galaxy

She is relatively new to ebay, feedback of 27. And German buyers are pretty serious and stick to the rules from past experience.
I have had unfair stars removed in the past along with the corresponding feedback.
I am doing my best to resolve this but the language barrier is not helping, here is her latest email!!!!

"
PayPal has assured me that it the case on its own can open again, because I myself can not do anything. I had agreed for the shipping costs. But I got the item still. normally it would already be there. It should not come tomorrow, I know if they are so nice to return my money transfer allowance. that would be really nice.
I had them sent back immediately the wrong item. thank you "

sniggings

oh I feel for you, looks like they are using Google translate or similar, as every German I know that speaks any English at all speaks it better than that.

But the good side of this is it will all add to the fact why a neg should be removed because of the language barrier.

Crowqueen

I think I would have sent her the money for return postage directly - I think this is the mistake the OP made originally.

I wouldn't be happy with what is essentially a part refund if it was you who made the original mistake. I don't think it's fair to call her a 'head case' either.

'oh I feel for you, looks like they are using Google translate or similar, as every German I know that speaks any English at all speaks it better than that.'

That's not really a fair situation on which to base a buyer's right to what they ordered. She might be from the former East Germany - in which case she might not have learned English early enough to get it as good as a West German - for example.

It's still no grounds to call her names.

sniggings

Crowqueen wrote: »

I think I would have sent her the money for return postage directly - I think this is the mistake the OP made originally.

I wouldn't be happy with what is essentially a part refund if it was you who made the original mistake. I don't think it's fair to call her a 'head case' either.

'oh I feel for you, looks like they are using Google translate or similar, as every German I know that speaks any English at all speaks it better than that.'



That's not really a fair situation on which to base a buyer's right to what they ordered. She might be from the former East Germany - in which case she might not have learned English early enough to get it as good as a West German - for example.

It's still no grounds to call her names.

wow calm yourself girl:eek:

If you read what the buyer wrote, it is clearly a translation.

Name calling! I called her a head case for going straight to paypal over this, the OP sounds very fair here so I don't see any reason why they would have been any different with the buyer.

chemical.galaxy

Crowqueen wrote: »

I think I would have sent her the money for return postage directly - I think this is the mistake the OP made originally.
.

Yes you are right, I should probably have handled this differently, however once the buyer had opened a case in Paypal I thought that was the only way to resolve the issue.
I probably should have told her to keep the item sent by mistake.

Now the money is on hold in Paypal so it seems that not only can I not refund the transaction, but the buyer cannot open another case.

I can understand that I am at fault here for sending the wrong item out in the first place, but 5 working days is a bit soon for the buyer to be panicking.
I have over 1500 positive feedback so she should trust that I sent the correct item to her...