first ebay complaint from customer , please help !

kerryallc71

i sold our old buggy board on ebay for £24.00 i bought new spares for it and it was in used condition it was 2 years old so had been used a bit.. it is in great condition for its age..

anyway the person who bought it off me took about 3 days to pay for it . they payed by paypal ..

what do i do ? they are not happy with the buggy board and they say its in terrible condtion , yes it has scratches on it and scuffs on it. also the persons account ebay account has not been used for over 1 year..

it took me 3 days to get her to pay for the buggy board i had no replys from any of my payment reminders or the congratulations you have won.. it took me to say i wil charge you ebay fees and selling fees and say to the person i will leave a bad remark on her ebay account..

what do i do.. i never said on the item i was selling that i offer refunds please help..

this is my first complaint off a customer..

see you from kerry..

hope you can understand my message..

kerryallc71

also do i refund postage ?

soolin

Firstly the buyer has 7 days to pay, so all that about payment is irrelevant. If you are completely certain that the board was exactly as described in the auction, ie all the marks and scratches completely identified then you can let this go to paypal chargeback where it could go either way. Paypal seem to go 50/50 on item not as described chargebacks where used goods are concerned. However going to chargeback means that it will get messy, your paypal account will be frozen while this is sorted and may affect your pending sales.

If paypal find in favour of the buyer then the buyer will have to return it at their own cost and you will then have to refund them in full inclduing the post and packing originally charged.

If you have any concerns about the description of the board then you might want to consider negotiating a partial refund with the buyer.

MyUserNamesTaken

If you described it accurately in your listing, then I don't see why you should have to refund. Let her start a paypal dispute. She'll probably put it down as not as described. Argue that your description was accurate. If paypal agree with her, she'll have to send the item back to you at her own expense via an online trackable method before getting a refund.

kerryallc71

http://cgi.ebay.co.uk/ws/eBayISAPI.dll?ViewItem&item=200114992470&sspagename=ADME:B:AAQ:UK:1

here is the link to the buggy board.. hope it works..

MyUserNamesTaken

What's the buyer actually said? I can clearly see the scratches in the photos, and you have said it is scratched.


Personally, I would let her go to paypal. If you don't feel up to that, offer a partial refund.

kerryallc71

kerry, i have just received the buggyboard and i am disapointed with the condition of the item. you described it as in "great condition" the board itself is not in great condition. it is perhaps also my fault and maybe i should have looked at the picture more closey and then would have seen the bad condition the board was in. if you are agreeable i would like a full refund as am not happy with the item. many thanks frances - i will post it back on monday.

this message is from customer.

see you from kerry..

Emmzi

I suspect you have annoyed buyer by chasing for payment before it was overdue.

You do mention scratches in the listing,, but no scuffs, and it isn't clear from the picture.

What do you think would be fair? You can offer a partial refund, or get it back and sell it again - maybe with more close-up pictures - or let a dispute run, as described above.

MyUserNamesTaken

kerryallc71 wrote: »

http://uk.f863.mail.yahoo.com/dc/launch?action=welcome&YY=541233502&.rand=asl4hrkodhv94

email from customer..

That's a link to your yahoo mail account. It won't show up for anyone other than you. You'll have to cut and paste the email to here.

Emmzi

kerryallc71 wrote: »

http://uk.f863.mail.yahoo.com/dc/launch?action=welcome&YY=541233502&.rand=asl4hrkodhv94

email from customer..

we can't access that as it's private to you.

MyUserNamesTaken

Emmzi wrote: »

I suspect you have annoyed buyer by chasing for payment before it was overdue.

You do mention scratches in the listing,, but no scuffs, and it isn't clear from the picture.

What do you think would be fair? You can offer a partial refund, or get it back and sell it again - maybe with more close-up pictures - or let a dispute run, as described above.

I think you can clearly see the scuffs and scratches in the photos provided.