I need help with unreasonable seller!

Yazmin_A

First i would like to apologise about the length of this post.

I recently sold a bottle of perfume. I listed the item as used. Ebay allows it to be listed as the item is in a pump spray which means that the liquid product wasn't in contact with anyone. To save time, i wrote out a basic guideline, i.e info about returns, shipping information, other bits and bobs which i use for all my listings (by the way im not a business seller, i just needed the extra money at the time). I stated in my description as the bottle is clear, usage as shown, and i have used it a few times but prefer my favourite.

But when i copied and pasted the text, i accidentally copied a part from a separate listing stating the item was new.

So the perfume goes for a very good price, im quite shocked at how high it went, but i thought that's ebay, it happens.

I send it out a little later than i usually do, but it was because a member of my non-immediate family passed away. I sent an email to all buyers apologising and i shall send the items next day first class recorded rather than second class, without any extra charge. but it was calculated to stil arrive during the expected delivery dates.

So four days later after sending, i get a very nasty email from the buyer of the perfume claiming it was used and shes disgusted as she thought it was new. i was actually at the wake of my deceased relatives funeral and was checking my phone, but i still responded via my iphone saying that i stated it was used. after i send her the email, i check my listing description and notice my typo, I know i should have read the description properly prior to submitting and i immediately email her back and said im sorry i just noticed i wasnt accurate in my description, please return the item back via the address on the back of the envelope and i shall refund once i receive the goods.

Two hours later, i check my phone and im bombarded with horrible emails stating she does not keep the packaging and i need to email her my address, then the last four are really horrible emails which claim im a scammer ad i intentionally stole her money by giving her a used product. The reception was terrible hence the delay in messaging

I apologise and said im not at a computer nor am in a situation to keep my phone on my person as im at a wake. i gave her my address and said as soon as she receives it she will receive a refund.

I come back from the wake, and she emails me and says shes sent it back by courier to ensure i get it, and she expects a full refund plus the courier charge (£34.59!!!). i said why did she send by courier when royal mail recorded delivery is what she needed to do. She said i left it too late to email her my address and she wants the refund now.

im actually quite angry about this and also a little emotional as this woman has no respect that i was at a wake. So i email her saying as a seller i wrote no refunds, and despite the fact that it was a small typo and i listed the item as used and stated several times in the description it was used, i do not need to refund her postage at all, if it was a simple recorded delivery from royal mail, even next day delivery, i would have as i have other priorities in my life, but im not going to refund something as ridiculous as £34.59 when it would have taken her no more than £4.00 to send it back to me,

Now shes opened a case. She states i purposely stole her money as i didnt send the item out when i stated, even though i emailed and apologised and explained why there was a delay, i even sent it first class so she would get it in the time i stated in my listing, and how she thinks a deceased member of my family was a ploy to gain sympathy. gain sympathy from what??? From a random person i never met??

Shes wants to claim from her bank that the transaction was fraudulent, so in the end it works out she gets the £35.00 for the perfume i sold and another £35 from claiming the transaction is fraudulent from me. so i basically lose £35.00 quid.

what do i do??

burnleymik

You can't expect this woman to have any emotional commitment to your personal life.

You did make the mistake and you should make good on the refund, but I personally would only cover the cost of the return as it would have been via Royal mail. How she returned it was her decision and was unreasonable.

It may be worth contacting ebay support and explaining the situation clearly.

waltersmitty

Hi, if you refund what the buyer paid for the perfume plus the original postage cost, the case will be closed. You will have done everything Ebay expect of you. The buyer is responsible for return postage so let them whistle for the rest.
If you go to Paypal site and find the payment, click on details, scroll towards the bottom and click Refund. That will be End Of. Unfortunately you won't be able to escape the negative feedback but you can add a response to it with a short explanation. Genuine error etc.

forgotmyname

If she claims from the bank paypal will refund her just the same as you will refund her. No more. She cant get the money back twice.

When you refund it will go back to her bank account or whatever she used.

How much did it sell for? 1st class recorded only covers upto £46 i think?
So it would have been special delivery which covers £200? Or you can pay for extra cover.

The fact you were at a funeral/wake whatever is not their concern. You didnt have to check ebay. I wouldnt have done.

Personally i wouldnt have even mentioned it. Why would you tell a stranger that? If it was originally going 2nd class. And i posted 1 day later 1st class i wouldnt have said anything. It would arrive the same day. They would be none the wiser.

You listed it wrongly, This upset them a great deal by the sound of it. Or they had already planned on scamming you but upset now that wont work.

You used a death/funeral as an excuse. I still have to say why would you tell a stranger that???

I would probably think the same, Its an excuse. Same way scammers use illness and disabilities to dupe buyers. I have an ingrowing toenail and i need this ride on lawner mower as i canot walk on it. But i only have £10.
Will you end the auction for £10 and can you make sure the fuel tank is full.

Did they really send it back by courier for £35? Or just winding you up for the sake of it?

Either way i can see a big red mark coming your way and trashed stars.

A few months back I bought a few items off ebay, Specs not the same as the listings.
Its annoying. But no big deal on these items. If it was something i had intended to give as a gift and had a few days before i needed it then i maybe more annoyed. Just like your buyer?

As above though i would refund the cost of sending the item by the cheapest but properly insured means.

Which would probably be about £10 special delivery?

RainbowDrops

OP, have you actually received the perfume back yet?
The buyer will need to put tracking info in the case.
£35 postage is ridiculous - and if there's not tracking info, then they're trying it on.
Unfortunately due to your typo, I think you're obliged to refund on receipt of the returned item, but not for the stupid return post.
And I agree with others, the funeral is of no concern to the buyer, and unfortunately is often an excuse that people use.

Crowqueen

So i email her saying as a seller i wrote no refunds, and despite the fact that it was a small typo and i listed the item as used and stated several times in the description it was used

No refunds is completely meaningless in the case where the seller makes a mistake or misdescribes an item.

I agree with the others - the buyer had no way of knowing about the funeral. I can understand if you had your phone on and there was a message for you come in then it's reasonable to check it. But I might have turned my phone off while there (certainly would not usually take a mobile to church anyway; I'm a bit funny with mobiles but I guess I don't let myself be ruled by them) and dealt with any messages later on.

I made a typo in a listing once - it didn't cost me the sale but I realised before I sent the item that I had made it, so I emailed the buyer and said 'the instructions aren't included - would you take a couple of pounds off?' (had made £10 so was anxious to keep most of it). My sister's wedding was coming up, so I might have been a bit distracted, but that wouldn't have been any excuse.

I think you need to treat people paying for your items with a little bit of respect - it's harsh to say this but people are not expected to buy into your life - they want what they paid for. The person has got your back up, but don't let it get to you - the excess postage is a huge amount, so I agree with the others on that score BUT you will have to deal with this diplomatically if you are going to be able to successfully handle not refunding £35. Apologise to her if you got snotty, calmly explain what others have mentioned and try and defuse the situation rather than escalate it.

Remember you're not the only person in the transaction with needs, wants and feelings. That should go a long way to help matters.

Yazmin_A

burnleymik wrote: »

You can't expect this woman to have any emotional commitment to your personal life.

You did make the mistake and you should make good on the refund, but I personally would only cover the cost of the return as it would have been via Royal mail. How she returned it was her decision and was unreasonable.

It may be worth contacting ebay support and explaining the situation clearly.

I didnt expect her to have any commitment, maybe understand that i not glued to my email 24/7. i was furious at her allegations as to why i wasnt emailing her back straight away, i mean come on, not everyone has access to their emails 24/7. Im a buyer too on ebay, and im not emailing a seller every five minutes when i get an item that doesnt match the description.

I knew i made the mistake thats why i said i would refund, if my listing was perfect i would have contested it, but i thought because of my typo, i know im going to lose the case and why goin through trying to win it, when i could just sell it again wth the correct description, and still make money on it.

Yazmin_A

waltersmitty wrote: »

Hi, if you refund what the buyer paid for the perfume plus the original postage cost, the case will be closed. You will have done everything Ebay expect of you. The buyer is responsible for return postage so let them whistle for the rest.
If you go to Paypal site and find the payment, click on details, scroll towards the bottom and click Refund. That will be End Of. Unfortunately you won't be able to escape the negative feedback but you can add a response to it with a short explanation. Genuine error etc.

But my boyfriend said she can claim via her bank, it happened to him when he sold something, guy said it was damaged when he got it, but the buyer never sent it out despite trying to get the refund for it, somehow he got charged for it and they still kept the console and got the money back. she cant do this in this case can she?

Yazmin_A

forgotmyname wrote: »

If she claims from the bank paypal will refund her just the same as you will refund her. No more. She cant get the money back twice.

When you refund it will go back to her bank account or whatever she used.

How much did it sell for? 1st class recorded only covers upto £46 i think?
So it would have been special delivery which covers £200? Or you can pay for extra cover.

The fact you were at a funeral/wake whatever is not their concern. You didnt have to check ebay. I wouldnt have done.

Personally i wouldnt have even mentioned it. Why would you tell a stranger that? If it was originally going 2nd class. And i posted 1 day later 1st class i wouldnt have said anything. It would arrive the same day. They would be none the wiser.

You listed it wrongly, This upset them a great deal by the sound of it. Or they had already planned on scamming you but upset now that wont work.

You used a death/funeral as an excuse. I still have to say why would you tell a stranger that???

I would probably think the same, Its an excuse. Same way scammers use illness and disabilities to dupe buyers. I have an ingrowing toenail and i need this ride on lawner mower as i canot walk on it. But i only have £10.
Will you end the auction for £10 and can you make sure the fuel tank is full.

Did they really send it back by courier for £35? Or just winding you up for the sake of it?

Either way i can see a big red mark coming your way and trashed stars.

A few months back I bought a few items off ebay, Specs not the same as the listings.
Its annoying. But no big deal on these items. If it was something i had intended to give as a gift and had a few days before i needed it then i maybe more annoyed. Just like your buyer?

As above though i would refund the cost of sending the item by the cheapest but properly insured means.

Which would probably be about £10 special delivery?

I didnt check my ebay intentionally, my ebay alerts arrive like a text message, and yes i keep my phone on me even during a wake, as it was in my handbag and i have children that were being babysat when i was at this wake, i was only curious as to what wasnt as described and i was even more baffled when she said it wasnt as described. but obviously it was my typo.

I didnt tell a stranger any personal specifics, i just apologised for the fact that because im at a personal event it will be hard to reply. Im a buyer too and if i was as angry as this buyer was (which i still think she was over reacting) and they said to me IM BUSY I WILL DEAL WITH IT LATER, i would think how rude.

She was demanding a refund now, as in she wants it now and i should give it now because i scammed her. I know how some people are upset and get upset over the small things but you would think she would calm the hell down when i said i would refund the money as soon as i recieve the product and as i write this now, im gettin text added to the case in the resolution centre just saying im a horrible seller etc. As soon as i got a chance to give my input on the case, i explained i have 100% feedback on over 100 listings ive sold, does my feedback look like im a scammer?

And like people dont have personal matters in their lives that happen? or should all ebay sellers ignore their personal lives to deal with something that was human error and an erratic woman who wont calm down despite the fact that i did say i would refund her money back. im not a business seller, im a personal seller, i was just trying to raise some extra cash.

She says she has a receipt for the courier, who has still not turned up with the item despite the fact that she sent it on friday. ive asked for the trackin number, but she hasnt given it. i sceptcal she sent it via a courier as if you paid £30 quid courier in the uk, it would have arrived saturday, if not monday.

If she sent it at a resonable price like £5.00 i wouldve definately just paid it, im not bothered about £5.00. But the fact that i still havent got it, despite the buyer paying for £30.00 courier that still hasnt been delivered, and she still openly says she shall claim off her bank even if she doesnt get her cost for the courier, im not going to pay it.

Yazmin_A

RainbowDrops wrote: »

OP, have you actually received the perfume back yet?
The buyer will need to put tracking info in the case.
£35 postage is ridiculous - and if there's not tracking info, then they're trying it on.
Unfortunately due to your typo, I think you're obliged to refund on receipt of the returned item, but not for the stupid return post.
And I agree with others, the funeral is of no concern to the buyer, and unfortunately is often an excuse that people use.

Nope, despite the fact she sent it friday, i was in all day saturday and yesterday, still no courier. Ive askd her via the case for tracking, she ignores it when she replies back and only responds to everything else.

I totally agree that because of my typo i have to refund, i realised that when i saw it and its not like i refused i said to send it back to me, but shs just gone off on one and wont even calm down. I didnt expect any sympathy from saying im at a funeral, it was just an explanation as to why im not replying back as fast as she expects me to. I was trying to be honest. And the fact that i checked my trackin information she recieved the product two days before she emailed me saying she wanted the refund, why didnt she realise it then, only two days after?

Yazmin_A

Crowqueen wrote: »

So i email her saying as a seller i wrote no refunds, and despite the fact that it was a small typo and i listed the item as used and stated several times in the description it was used

No refunds is completely meaningless in the case where the seller makes a mistake or misdescribes an item.

I agree with the others - the buyer had no way of knowing about the funeral. I can understand if you had your phone on and there was a message for you come in then it's reasonable to check it. But I might have turned my phone off while there (certainly would not usually take a mobile to church anyway; I'm a bit funny with mobiles but I guess I don't let myself be ruled by them) and dealt with any messages later on.

I made a typo in a listing once - it didn't cost me the sale but I realised before I sent the item that I had made it, so I emailed the buyer and said 'the instructions aren't included - would you take a couple of pounds off?' (had made £10 so was anxious to keep most of it). My sister's wedding was coming up, so I might have been a bit distracted, but that wouldn't have been any excuse.

I think you need to treat people paying for your items with a little bit of respect - it's harsh to say this but people are not expected to buy into your life - they want what they paid for. The person has got your back up, but don't let it get to you - the excess postage is a huge amount, so I agree with the others on that score BUT you will have to deal with this diplomatically if you are going to be able to successfully handle not refunding £35. Apologise to her if you got snotty, calmly explain what others have mentioned and try and defuse the situation rather than escalate it.

Remember you're not the only person in the transaction with needs, wants and feelings. That should go a long way to help matters.

I knew i had to refund, i said that im not required to refund her postage for her to send it back to me, My boyfriend has had a similar issue as to a buyer claming hes owed the postage for everything and he clarified with ebay that agreed he doesnt need to refund the postage it cost to send it back. I was actually happy to pay for the postage that it cost for her to send it me, i told her that. im not going to drag this along for the sake of £5.00.

It wasnt like i was rude to her, and honestly im still not rude to her right now. I did say im not required to pay for the £30quid courier as you did not need to go to such lengths, royal mail offer recorded delivery which would have cost you no more than £5.00 which i would have been happy to pay. im not crying over losing the sale, i dont care, when im ready to list it again, i will, and ill make sure its listed as accurate as possible, but im not paying £30 courier when i know there cheaper alternatives.

I dont want the ebay buyer to be sypmathetic to my cause, only understand that this is why im not replying back fast enough. It wasnt an excuse to avoid her refund. i could have just ignored her if it was my intention. I just wanted to be honest. She was the one (and still is) making complaints, ive just checked what shes added right now, and she says the reluctance to still refund her money is because im a 'dirty, unhygenic girl who likes to steal peoples money' she actually wrote that. I mean come on. Is that even fair??? She doesnt understand ive yet to recieve the product so i cant do anything until i recieve it.

Im a buyer too, ive bought tons of stuff from sellers, personal and business and im not rude to anyone, if they make a mistake, i email them not in a nice lovey dovey way, but certainly not the way she did in upper cases, making allegations before shes even heard anything from me. the same way im required to be civil to someone, why cant i expect the same from them. Its like me going into a clothes shop and because its damaged im entitled to say what i want to the sales rep cos im the customer?

And everyones countless comments as to why i had my mobile on my persons at a wake, i have children who werent with me but being babysat, so i needed my phone on me incase of an emergency. seeing as its one of the most criticised parts of what i wrote, i thought i would explain. Maybe next time, i should be as vague as possible in my listings or when i explain things to people, whether they be stranger or close friends/families.