What to say to a complaint?! help please

modgit

I'm clearing out my sons toys (as are we all!) I sold 3 separate ones to the same buyer.

I've just had a message saying thats shes disappointed. Theyre' dirty (they weren't) and paint is chipped. Well they were chunky plastic toddler toys so couldn't be, and she wished she hadn't paid that much for them.

I've looked at the same toys and in the 3 weeks all the other ones the same were selling for more than double what mine sold for (typical!!) so she's not been ripped off at all.

How would you deal with this? Do I query what she's saying or offer refund or???


Thanks so much

soolin

My preferred method of dealign with this is to apologise and tell the buyer to return them for a full refund.

I will no longer offer partial refunds as I believe some buyers take advantage of that.

Obviously, in the case of damage where I get a photograph or it seems likely to me that item *could* be damaged I might still offer a partial, but not for a general whinge.

Crowqueen

I'd echo Soo - I've made partials/full 'ex gratia' refunds without return when I know I'm at fault, but I'd require more direct evidence and for the situation to be at least plausible given what was sold. I'd ask if she's not entirely happy with what she bought then she can return for a full refund.

Quite probably she will either do so, in which case you can resell them, or she will go away.

anonymousie

Full refund on receipt of item in the state you sent it out. If they faff around you know they're trying it on. Be really syrupy nice.

Then re list as " time waster" and hopefully get the current higher price!

soolin

anonymousie wrote: »

Full refund on receipt of item in the state you sent it out. If they faff around you know they're trying it on. Be really syrupy nice.

Then re list as " time waster" and hopefully get the current higher price!

I agree with the 'Be really syrupy nice' , I am always so apologetic that they are disappointed with their items that it doesn't really leave them anywhere to go with a scam.

modgit

Thanks all, will give a lovely reply 2nite

Crowqueen

I would not publicly call any buyer a 'timewaster', particularly on a live listing. It makes other decent buyers run a mile as it shows you can't deal reasonably with a genuine problem without sniping. You risk showing yourself up as someone who can't cope with what is a reasonably routine part of selling to the general public.

Remember - you are trying to encourage people to buy from you. So treat people with respect and dignity and hopefully they will return the favour.

forgotmyname

Buyers view (sort of)

I bid on some toys for my mum, She was here when the listing ended. We thought swap from 2nd class to 1st class. Didnt realise at the time, They charged much less for 1st class.
Got a message from the seller saying they had posted and asking for more money.

Items arrived and mum was not happy. Some items were dirty, Some parts had been written on.
None of this was mentioned in the listing. And not visible in the photo's either.

modgit

offered them a sickly sweet full refund and also looked at their buyer history and surprisingly they bought the same off a local collection only seller at the weekend, obviously cheaper, didn't mention this in message to them.

They've replied with was just about to open a snad against you, but don't want to return in full as will lose out in postage (went for parcel rate) so what do I think about partial refund?!!

Sorry to ask again but do I stand my ground or just partial refund and forget it?

Many thanks again.

Crowqueen

No, definitely don't give in!

It's a good thing they've done that - perversely. If they leave adverse feedback you can keep those messages and hopefully CS will remove anything untoward.

If you really did think there was a problem it's nice to offer return postage costs but if you are sure their complaints could not be valid then you don't have to. As a matter of course I do offer postage costs on returns, but that is because I sell books and DVDs and few people if any ever have a problem.

soolin

modgit wrote: »

offered them a sickly sweet full refund and also looked at their buyer history and surprisingly they bought the same off a local collection only seller at the weekend, obviously cheaper, didn't mention this in message to them.

They've replied with was just about to open a snad against you, but don't want to return in full as will lose out in postage (went for parcel rate) so what do I think about partial refund?!!

Sorry to ask again but do I stand my ground or just partial refund and forget it?

Many thanks again.

I'm with Crowqueen, stick to your guns and offer a full refund on return of items.