Ooh, I think I am being spun a line

soolin

I threatened a rant on another thread so here it is.

Sold a brand new item, buyer received it and claimed they were upset that I had sent them an obviously used and dirty item and what I am going to do about it?

I check their feedback, around 10% of that left by them mentions dirty items or not as described but seller sorted it all out. I respond by saying how sorry I am and that they can obviously return for a full refund, but I assure them that I am surprised as they are that it is dirty and used as it was brand new when I packed it.

Fast forward to today, they have now attempted to wash item and think that with perseverance they can sort out the damage so will accept a partial refund rather than bother returning it.

Bearing in mind their habit of leaving neutrals , I need a bit of nagging to stay strong and insist in a return here. Should I offer straight off to pay the return costs, send return postage first of all, or should I stick with the fact that this was brand new and in effect dispute the reason for the return and just refund their initial payment?

theonlywayisup

Return, no partial.

You do not need to justify. Be professional, polite and persistent.

soolin

theonlywayisup wrote: »

Return, no partial.

You do not need to justify. Be professional, polite and persistent.

I know, but I am going to get poor feedback if I resist...but this is more than gut feeling, there is no way the item was dirty. it was only opened to take a photo and my photo shows no marks stains etc.

I just am so used to protecting my TRS I can't actually type the email telling them I would prefer a return. Should I send the return postage, or stick to the fact it is not dirty and they can only have their original postage and item cost back?

campdave

Only offer to pay return postage once the item is received.

Otherwise they may just keep the money in lieu of the partial refund.

lulu650

Soolin if you think you are in the right, then stick to your guns. I'd have asked for a photo to show the dirt on the item first. But as they've washed it, obviously too late.

daveeeeed

I offered similar thoughts a few days ago but got slated:

https://forums.moneysavingexpert.com/discussion/4531987

oldone_2

Tell them to return it, and once you have checked that it is the same condition as when you sent it (and in the listing photos), you will give a full refund.

If they have washed it, it will not be in the original condition, so you can refuse a refund, and you will have the item back

In the event of them opening a dispute, refer e-bay to their message where they admit to having washed the item and so is not in the original condition. You should then win this case.

marie-20

Refund on return or if it 'still' requires perseverance to rectify then a picture.

A partial is a no no in any circumstance especially as you aren't concerned with your TRS status anymore.

If they do leave FB then report the buyer and ask eBay to remove their FB - I have found that filling out the feedback abuse section in eBay has actually been more helpful than their phone line but then again I have only asked for 3 to be removed out of over 16,000 feedback (and out of those I have 23 negs and 32 neutrals due to INR or really stupid comments that I leave to show how ridiculous the buyer was)


I am now sat here trying to decide whether 55 out of over 12,000 feedback this year is bad or not?! We are at 99.8% and all of our stars are 4.96 (expect P&P which 5 due to free P&P) so I guess not. When I look at most high feedback sellers thay all seem to have more than we do but we aren't anywhere near to being restricted and we still selling plenty so I guess not really.

Obviously_the_best

If you can't type it, copy and paste this:

Dear Sir/Madam

Once again I apologise for your receiving of your item in an unfit state. Standard policy is to offer a refund of all costs, including outbound and return postage, on receiving the item back with me. If you do not wish to accept this offer, there is nothing else I can do for you.

Thank you for your custom,
(eBay name here)


Problem solved me thinks

Strapped

Personally, I'd respond with what a shame that they decided to wash it, as now you are unable to accept a return. If they are determined, they may still open a case and return but I doubt it. Take the neg because they're going to trash your stars anyway.

sharpy2010

soolin wrote: »

I threatened a rant on another thread so here it is.

Sold a brand new item, buyer received it and claimed they were upset that I had sent them an obviously used and dirty item and what I am going to do about it?

I check their feedback, around 10% of that left by them mentions dirty items or not as described but seller sorted it all out. I respond by saying how sorry I am and that they can obviously return for a full refund, but I assure them that I am surprised as they are that it is dirty and used as it was brand new when I packed it.

Fast forward to today, they have now attempted to wash item and think that with perseverance they can sort out the damage so will accept a partial refund rather than bother returning it.

Bearing in mind their habit of leaving neutrals , I need a bit of nagging to stay strong and insist in a return here. Should I offer straight off to pay the return costs, send return postage first of all, or should I stick with the fact that this was brand new and in effect dispute the reason for the return and just refund their initial payment?

Stay strong, just like you always advise other eBay sellers to do.

DON'T let a seller get one over on you, just because eBay is a nasty place to sell.