gotta love em

Stuart_P

6 nov - sold item
8 nov - posted item
21 nov - item 'not arrived'
21 nov - emailed buyer lost in post form to complete & return stating if they want a refund or replacement
21 nov - buyer refuses to complete form
22 nov - item 'arrives'
22 nov - negative

customer is always 'right'. seriously? yeah right. rather take the neg than bend over backwards and dish out free replacements for 'lost' items

soolin

Stuart_P wrote: »

6 nov - sold item
8 nov - posted item
21 nov - item 'not arrived'
21 nov - emailed buyer lost in post form to complete & return stating if they want a refund or replacement
21 nov - buyer refuses to complete form
22 nov - item 'arrives'
22 nov - negative

customer is always 'right'. seriously? yeah right. rather take the neg than bend over backwards and dish out free replacements for 'lost' items

Yep, there is always one daft seller who thinks that buyers are scammers and need to complete made up forms and such like.

If I was the buyer I would have negged as well.

the_lunatic_is_in_my_head

I've recently asked 3 customers to open an eBay INR case (that's not every INR just those with a funny feeling) and all 3 "couldn't".

Funny how when buyers are advised here to open a case as the seller isn't helping I don't see them coming back and saying it's too hard or it doesn't work but experienced eBay members with hundreds of feedback just can't manage to open a case...

Stuart_P

soolin wrote: »

Yep, there is always one daft seller who thinks that buyers are scammers and need to complete made up forms and such like.

If I was the buyer I would have negged as well.

well there is a surprise. expected nothing less.

soolin

I don't need a form to complete, a simple would you like a refund or replacement' is all it takes, anything else is overkill.

the_lunatic_is_in_my_head

soolin wrote: »

I don't need a form to complete, a simple would you like a refund or replacement' is all it takes, anything else is overkill.

Depends whether there is a long history of non-receipt present or not. One guy was at it for 3 years until he found us and then eBay suspended him and gave us a £40 credit to make up for the damage he'd done. Sadly the other sellers lost hundreds of pounds worth of product though.

Stuart_P

the_lunatic_is_in_my_head wrote: »

Funny how when buyers are advised here to open a case as the seller isn't helping I don't see them coming back and saying it's too hard or it doesn't work but experienced eBay members with hundreds of feedback just can't manage to open a case...

have to agree. and all the while there are sellers out there who dish out refunds and replacements freely without question to avoid getting a case opened against them blah blah and guess what? ebay are none the wiser of repeat inr buyers

the_lunatic_is_in_my_head

Stuart_P wrote: »

have to agree. and all the while there are sellers out there who dish out refunds and replacements freely without question to avoid getting a case opened against them blah blah and guess what? ebay are none the wiser of repeat inr buyers

That should stop next year when a "I haven;t received my item" email will automatically open a sort of case in the resolution centre (which won't be counted against the seller).

I do wonder how many INR emails will be switched to another header selection though.

Stuart_P

oh ok. where was that reported?

the_lunatic_is_in_my_head

It's in one of the business seller updates, not sure which one but all the links to the previous updates are on the eBay announcement board:

http://www2.ebay.com/aw/marketing-uk.shtml

Starts Feb 2013 IIRC.

Stuart_P

From February 2013, we’re making it easier for you to resolve buyer queries on eBay.co.uk.

Buyers will be required to contact you through eBay first, before they can refer a query to eBay for items not received or significantly not as described. You have 8 calendar days from the date of the first contact to resolve the query before it can be referred to eBay for decision.

From February 2013, following feedback from sellers, only queries referred to eBay and found in favour of the buyer will be included in your seller performance evaluation, making it fairer for you.

If a buyer asks ‘When am I likely to receive my item?’ before the delivery date has passed, we’ll display a message reminding them of the date. This saves you time answering unnecessary buyer questions.

What is a query?

When a buyer asks a question about an item not received or an item not as described, all correspondence regarding this item will be classed as a query. Once a query is raised, sellers will have 8 calendar days to resolve it.

http://sellerupdate.ebay.co.uk/autumn2012/resolve-buyer-issues