Ooh, I think I am being spun a line

Pink-Angel

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?

Hi Soolin,

I'd get them to return before refunding and may sure they use a recorded delivery service. I wouldn't pay their return costs as the item was new, and at the end of the day it won't stop them leaving neg/neutral feedback if they are so inclined.

I've seen on the feedback section a new option called 'report this buyer' and if there is a history of this behaviour from them recorded on their feedback it might be worth trying to alert Ebay to them.

RainbowDrops

Obviously_the_best wrote: »

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)

As soolin says the item wasn't unfit, I wouldn't word the first sentence like that, as it's suggesting that soolin agrees the item was unfit.

oldone_2

Of course this case will never see the inside of a law court. However, if it did, the buyer, by washing the item, would be deemed to have accepted the goods, and would have no further claim.

soolin

OK, I am going to respond and say something like (obviously i'll jiggle the words to make it polite) that this was brand new as per the photo and in all original wrapping. If it is now dirty and used then obviously something is wrong and I think it best to return it to me rather than have them disappointed.

I am not planning to mention return postage at all but if they ask for it maybe I could say something like ill wait for it to come back so I can discuss this with the shop I bought it from.

This is something that can be washed with little damage (not fabric or clothing). Imagine something like a glass vase, in its original box, in a polystyrene shaped holder in a plastic bag. Bought on the high street, brought home, taken out of all that wrapping and photographed. The 'dirt' they talk about is as if it was used for flowers, and has bits of leaf and dead daffodil stuck to it and a water mark inside vase.

Sorry, one more question, I have no advantage here in pushing them to open a SNAD claim have I? I should just stick to returning for a full refund.

soolin

Just to add, my analogy of a vase isn't quite accurate as that would clean easily. The item itself cannot be fully washed without damage and they are saying that despite washing some of the wear use remains and it is going to take time to sort out.

Froggitt

I would use wording such as......I'm sorry the item didnt meet your expectations. Please return it for a full refund.....and let them stump up the cost of tracked postage themselves....maybe even include the ebay link for a return. If they want the item, they will keep it rather than return it. Take the emotion out by removing the "of course it was new".

Obviously_the_best

RainbowDrops wrote: »

As soolin says the item wasn't unfit, I wouldn't word the first sentence like that, as it's suggesting that soolin agrees the item was unfit.

No, it's grovelling to the buyer, if they think you believe them it'll be easier to deal with them

soolin

morganedge wrote: »

what about sending a replacement once you receive the original item back?

This was a one off item that I saw and knew I could turn a profit on. Even if it was one of my stock items I probably wouldn't have offered a repalcement as the postage costs would make it unreasonable, and this buyer just wants a partial refund. They have so far refused to return it and insist on a partial refund due to the anticipated costs of cleaning it and the difference between it being brand new and well used.

campdave

A partial refund can be issued via the SNAD case in resolution centre, so even if that's what you end up deciding to do, the customer can still open a case.

Worth contacting other sellers who they seem to have pulled this stunt on?

Kite2010

Offer a full refund on return of goods, plus report to ebay as a problem buyer.

Probably a scammer wanting some money back.