I sent item, buyer demands a refund,or else!?

mike230652

Hope someone can help me here.

I sold an item, which closed on Sunday at 9.30p.m. ( BIN )

I did state I'd send via RMRD 1st Class within 2 days. Unfortunately, due to unforeseen circumstances ( family member involved in a serious car crash ), I had to go to Bristol first thing Monday and didn't get back until Thursday at 11p.m.

I had an e-mail from an irate buyer asking " Where the $!*$ is my item ? and that I was a liar since I'd promised 2 day posting"

I did respond late Thursday / early Friday morning explaining what had happened and that I would post SD next day ( Friday ), which I did at 11a.m. this morning.

I've just got back home ( 6.00p.m. ) and was going to send him the details via eBay and his e-mail, only to find another irate ( being polite here ) e-mail from him, saying that he didn't really care about my brother, it had Eff All to do with him, he wanted the item for Christmas, and he's requested a refund via eBay. ( He never mentioned Christmas when he bought it )

He now acknowledges I've sent it, but claims he doesn't want it ( it cost me nearly £11 to send on the Saturday SD rate, for an item he paid £15 for! )...and he will only send it back if I pay him £8.00 postage to cover his time etc. Either that or deduct £8 from the BIN price he paid.

If not, then he wants a full refund within 3 days or will leave me.. " a seriously BAD neg feedback ".

I feel bad about the whole thing, although 2 other buyers who were in the same boat have been really kind and just said " Post when you can ", but it was absolutely unavoidable. Again... I posted all items out today via Special Delivery ( although all were priced up as Recorded Delivery ) at the extra Saturday rate, since I don't want to let anyone down.

I really don't know what to do....... While I'm upset over his attitude, my mind is all over the place about my brother. I'll be driving back down on Saturday to see him ( he's in hospital ).

Any advice as to how I proceed? I've looked at my Paypal and can see his request for a refund. I've never had this sort of experience before, and I'm totally at a loss.:(:(:(:(

clumsy_cupcake

Hi, sorry to hear about your brother hope he gets better. Not to sound mean but your brother being in an accident isn't really the buyers concern. However he didn't have to be so rude. If he wants to return item and opens a case them you have to accept the item back and once you have your item give a refund. You do not have to pay for his postage to get the item back to you.
I really wouldn't get upset over this, you have more important things on your mind. Just email and say once I have receive the item back I will refund and forget about him x

clumsy_cupcake

Also if he has actually said in the email he will leave bad feedback you can get that removed by eBay as its feedback extortion

Contains_Mild_Peril

It sucks that you're having to deal with such an unpleasant customer at a stressful time. I wish your brother a speedy recovery.
Keep all the buyer's messages: if he does neg you, you should be able to get it removed on the grounds of feedback extortion. If you're a private seller you're not obliged to accept returns just because the customer no longer wants the item, but it's as well to do so in case they damage the item and claim it arrived like that in order to get a refund. Since he would have to return the item at his own expense he probably won't bother. Needless to say, giving in to extortion is a bad idea, and you should not refund unless the item is first returned to you.

chemical.galaxy

If you sent it SD won't it arrive in time now? why does he want a refund? If you sent it SD with Saturday guaranteed what is his problem...

Crowqueen

( He never mentioned Christmas when he bought it )

To be fair, it is a reasonable assumption to make when selling something this time of year that it might be a present. Although I normally give new items, in some families it's OK - certainly in my boyfriend's little circle it's perfectly acceptable - so assume nothing at this time of year.

Your brother's injury is sad but - although I agree they should not have addressed it like this - it's nothing to do with your buyer and there is often a convenient 'excuse' that some sellers come out with. It's a shame but you're responsible for your sales even if something unforeseen happens. If you accept the return and sort it out then there may be a satisfactory conclusion.

Demanding return postage is borderline feedback extortion at best - FB extortion is usually valid in circumstances where a buyer is demanding something extra or not usually granted by buyer protection, but a return is within the scope of what is expected of a seller. Given the circumstances, it might be reasonable, since at the end of the day, getting things out on time is your responsibility and you can't just drop things and expect everyone to understand. You hold their money, after all: money that's tied up and can't go elsewhere in the mean time.

I'd be attempting to (a) placate them, (b) sort everything out and (c) perhaps brace yourself next time this sort of thing happens for some people not to 'get' your unavoidable issues.

Crowqueen

chemical.galaxy wrote: »

If you sent it SD won't it arrive in time now? why does he want a refund? If you sent it SD with Saturday guaranteed what is his problem...

They could have been visiting people before Christmas and have missed the boat on that one gift.

Oli.s

Just tell him to return it fora refund as per the eBay rules. Ordinarily I would pay his return post as well due to the circs, but anyone who's abusive would get no more than the absolute minimum as required by eBay.

chemical.galaxy

Crowqueen wrote: »

They could have been visiting people before Christmas and have missed the boat on that one gift.

Yes that's true. No need for abusive emails though.

pinkshoes

As you've sent it special delivery, it'll arrive before Christmas, so just send him a sessage reassuring it will arrive in time.

As he's already threatened leaving bad FB, then if he does, you can get it removed.

Don't fret about it - you've done all you can to get it to him on time, and although you posted it 3 days late, you did upgrade postage at your own cost.

Hope your bro gets better soon!

mike230652

Thanks for the kind replies and advice, greatly appreciated.

TBH, having regained my composure etc, I've decided I have much more important things on my mind than worrying about placating this person.

I've simply told him to keep the item and I've refunded him in full.

There's nothing much else I can do.

My brother is very, very poorly and will be in hospital for a considerable time, having sustained serious injuries. Worrying over something as meaningless as this pales into nothing compared to family. When all's said and done, it's only money. Family is what matters.

On the plus side, I've been on eBay for 10 years + , and this is the only time I've had such a situation. Hard as it is, I'll put it down to experience... and just be thankful that 99.9% of people out there wouldn't act like this person.

Again, many thanks and a Merry Christmas to everyone.