Problem with buyer stating item not as described

Princess_x

A buyer bought some beads from me a couple of days ago. They messaged me today stating that item is not as described. They stated that they ordered red but received silver. I've checked the order and again the actual listing and they have ordered silver so it's exactly as described. They said that they had clicked red as that's what they wanted and even now apparantly when they click red, it shows up as silver (I've just tried from my personal account and it works perfectly and haven't had previous complaints with this). I don't see how this is my fault but still when they requested a pack of red beads to be sent to them, I thought 'okay a little loss won't matter' so I told them I'd send out a pack of red on Monday. A few minutes later a case is opened for item not as described. The buyer has ticked the options that I haven't responded and that I'm not working with them to resolve it. I've tried to be good and send out another pack in good faith on Monday but this takes the mick especially seeing as the buyer is now lying to ebay. I'm guessing ebay will side with me on this one as the ebay order does show silver was ordered and buyer states this is what they received. The only issue I have is any negative feedback the buyer leaves. At the moment I have 100% feedback with 184 ratings and top rated so 1 negative feedback will harm my hard effort at keeping a good track record.

I'm now in two minds as to whether I should replace the beads or not as I don't think the buyer opening a case is fair at all.

Any advice on what to do is much appreciated.

hiccup123

respond to the case but as though you are communicating with ebay, So basically start dear ebay....tell them buyer contacted you about the wrong colour being sent and that you responded with the solution you gave them. Mention in response buyer has opened a case saying you haven't responded even though you had. Say this is untrue as can be proven by messages sent via ebay. Tell them buyer claims they clicked red and silver is showing. Ask ebay to check if ebay is playing up and if ebay are at fault or if buyer didn't click red. Tell ebay you would appreciate them looking into the case fully because you haven't done anything wrong and there is a chance ebay have messed up.

Ebay will not admit it's their fault because it's not and buyer may get a bit concerned and admit they made the mistake and may be willing to communicate with me you....they may even close the case which is good because I think they can't re-open the case.

Even if ebay tell you to replace the beads via the case they will order the buyer to return the other beads at their own cost. and they should return them recorded to prove they were delivered otherwise you can claim they were never received in which case ebay will close case in your favour.

It does sound like the buyer wants to keep the lot you sent and get another lot otherwise they would have asked for an exchange. They are trying a fast one so leave the case open and let ebay help in this case.

Even if you have to post out and be a little out of pocket at least you'll get the original lot back and that's not what the buyer wants

Princess_x

Thanks for the reply. I've responded to the case outlining the issues.

I'm just worried about the negative feedback though. I know you can't always please every buyer, but I worked hard to get top rated with 100% feedback so if the buyer decides to leave negative feedback due to this (even though it's not my fault at all), it'll mess up the feedback that I worked hard for.

hiccup123

even if they leave neg feedback you can respond to the feedback so that everyone can read your response. You could say buyer chose wrong colour and wanted another lot free and was trying a quick one.

I got a neg when a buyer didn't read description properly even though i refunded. i then said all our messages were sent via ebay and ebay can see the mistake was yours so why the negative. I then said I was going to get ebay to investigate them (though ebay probably wouldn't have) and our messages to see If i was at fault as a seller. I also said i was sending a revise feedback link via ebay....guess what they revised feedback to positive. I was lucky!

forgotmyname

If they are being a PITA insist on them returning the wrong ones before sending out the replacements.

Mindless_Clone

I think you're best bet is let ebay sort this one out as hiccup123 says.

If they do leave you negative and you reply to it, try and keep your reply polite. People are more receptive to a reasonable/helpful sounding response than you telling potential buyers they are a pain. Something like "Unfortunately buyer opened a case after I'd already offered a solution in their favour". That really ought to be enough for any prospective buyers to know the truth of it all.
Almost no business sellers on ebay have a 100% feedback these days, so I would not worry about it unduly. I know it's frustrating but it won't harm your trade in the long run.

karanight

I'm just going through something similar on ebay and I'm gobsmacked at ebays stance.The buyer changed their mind about a purchase they'd made and made false excuse to open a case (35 days after they's had the item) and sent the item back. When it arrived it was broken due (I think) to bad packing. I Video'd the package as I undid it and it's very badly damaged. I told ebay and offered to send them the video and photos but ebay wouldn't give me an email address to send them to (You can't send photos through ebays normal communication channel) Now they've refunded the buyer!
I've posted the video on you tube and sent a link to everyone I know and I've put it on two face-book pages and I've asked friends to share the link.
I've told ebay what I've done and they now seem to be listening but without the method of spreading the word I don't think I'd stand a chance.
I asked ebay for the registered address in the UK but so far they've refused to give it to me. I've searched the Internet for the address and I found several UK addresses but I don't know which one is correct.
I think they do this to confuse the customer thats got a complaint (you can't sue anyone without the correct address and the correct name
`The internet is a great way to do business and I think we need to use the same internet that ebay use against them, it's the only way.
As for the bad feedback, ebay will tell you they can't remove.........but I once had unfair bad feedback removed by ebay but it took ages and lots of phone calls

UnderPressure

I think you have been given some great advice here so I would only echo this.

On a side note though, negative feedback is merely a numbers game, you are at some stage going to get one and the more you sell the more you get, you could probably sit down and work out an equation or formula to find the numbers if you wanted to.

Check the link below to Argos feedback on Ebay, they are heading towards 1 million feedback, just have a look and see how many neg's and neutrals they have:

http://feedback.ebay.co.uk/ws/eBayISAPI.dll?ViewFeedback2&userid=argos&&_trksid=p4340.l2560&rt=nc&iid=350595468557&sspagename=VIP:feedback&ftab=FeedbackAsSeller

Numbers, numbers, numbers don't let it upset you too much, it happens and you cannot please all of the people all of the time

Juxxize

sometimes you can't do right for doing wrong
'I'm guessing ebay will side with me on this one as the ebay order does show silver was ordered and buyer states this is what they received.' I wouldn't trust that this would be the case tho because the people who run ebay seem to have no common sense lol, but i'm sorry that this has happened to you because you have done really well to have so many sales and no negative feedback, like under pressure said you can't please all of the people all of the time.
If you haven't sent out the red beads yet I wouldn't because they have now opened a case against you and by sending out the red beads it's like saying to the buyer and eBay you made a mistake with the order and you didn't . i agree with hicup leave the case open and let ebay deal with it, you've done nothing wrong here and hopefully ebay will use it's small brain and see this is the case. good luck.