Any Advice please, Buyer problem

Afitos

Hi,

Dont know if any one can offer any advice,

I recently opened a shop , I have got a buyer who is now saying that I ignored her emails, I didn't(she contacted me 2 days after buying an item to ask when she would receive it) she bought it on a bank holiday and i clearly stated 2nd class post.

When she received it the next day and I didnt answer her email immediately (was out for the day) she contacted ebay who have now stopped my payapl payment, she says that the item is smaller than she expected ? I clearly state the size on the listing, I also clearly state that it is a second and not perfect.

I stated in the listing that my normal returns do not apply as it is a second however I have offered to refund the cost of the item but not the postage. I have heard nothing now ,

Has anyone got any advice please on how to deal with this ? I have sold an identical item that has got great feedback so I am sure this is some one trying it on and am happy to refund to keep my good feedback but now she wont answer ?

Really dont know what I am surposed to do........

Any advice will be greatly received,

Thanks.

F&L

As paypal/ebay will nearly always side with a buyer if they claim an item is not as described, I would always offer returns on any item. If they return it under a dispute you will have to refund the full original payment including the postage but not their return postage.

soolin

I assume you are a business if you have enough stock for a shop. In that case buyers can return for any reason if it was a BIn and even if it was a n auction eBay will almost certainly find for them if you force them to go to dispute.

As a business seller we all need to accept that returns do happen and we have to pay out the original item cost and postage when returned.

Afitos

Thanks for your help, The buyer has not replied since I said that I would refund, not sure what happens now.

Crowqueen

You need to put up legally compliant terms - have a look at the SOGA and DSR hubs, and they are changing next year so that the DSRs include auction-style listings, so you need to be alert and follow these changes.

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/

http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/

These apply to all items; you can't waive them for any reason, whether the items are seconds etc. You need to state up front whether or not you will pay return postage for non-faulty returns - if you don't you are liable for those costs.

If/when your buyer gets back to you, offer her her full payment back if she returns it.

She might still go to dispute - to be honest, given your original offer, I'd be feeling similarly. You need to put up proper terms and sort out whether you are properly business registered.

Afitos

Crowqueen wrote: »

You need to put up legally compliant terms - have a look at the SOGA and DSR hubs, and they are changing next year so that the DSRs include auction-style listings, so you need to be alert and follow these changes.

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome/

http://www.oft.gov.uk/business-advice/treating-customers-fairly/dshome/

These apply to all items; you can't waive them for any reason, whether the items are seconds etc. You need to state up front whether or not you will pay return postage for non-faulty returns - if you don't you are liable for those costs.

If/when your buyer gets back to you, offer her her full payment back if she returns it.

She might still go to dispute - to be honest, given your original offer, I'd be feeling similarly. You need to put up proper terms and sort out whether you are properly business registered.

Thank you for your help, I will read those links and change my listings as you say.

I can understand someone being annoyed if the product is not as stated but when it is exactly as it is described and I have previous feedback saying just that I guess I will have to be more careful in future.

Am I also right in thinking now that sellers have no rights if a buyer says they don't like something? Even though it has been acurately described etc?

Afitos

Hi Crowqueen,

I have just checked my returns policy and it states this....



Any defect must be reported within 24hrs by email. All items are described accurately and each one individually inspected for quality prior to despatch. Gifts sold on my website are shabby chic and/or hand crafted items. As such they may be irregular and/or of vintage appearance. Returns are accepted for a store credit within 7 days of receipt. Returned items must be in its original packaging undamaged and in a resalable condition. Postage costs any non refundable

Do you think that is acceptable ?

I have offered to give her a refund not a store credit .

theonlywayisup

You didn't read the links then?

Afitos

theonlywayisup wrote: »

You didn't read the links then?

No sorry not yet as I am only at home for lunch then back for a split shift, will read them after i finish tonight, want to read them properly.

terra_ferma

Afitos wrote: »

Hi Crowqueen,

I have just checked my returns policy and it states this....



Any defect must be reported within 24hrs by email. All items are described accurately and each one individually inspected for quality prior to despatch. Gifts sold on my website are shabby chic and/or hand crafted items. As such they may be irregular and/or of vintage appearance. Returns are accepted for a store credit within 7 days of receipt. Returned items must be in its original packaging undamaged and in a resalable condition. Postage costs any non refundable

Do you think that is acceptable ?

I have offered to give her a refund not a store credit .

sounds like you are the sort of seller who gives ebay a bad name, who chooses to ignore consumer rights legislation
ignorance is no excuse, but even when someone gives you the information you just ignore it

edited, sorry you didn't ignore it, you just don't have time to read what you should already know so you expect other people to do your job for you and tell you if your policy is compliant....:D

Afitos

Sorry I have offended.

I won't come over to this board anymore.

I saw other people asking questions and thought that it was acceptable, Once again sorry.