Difficult buyer. Refund?

RainbowDrops

Rachylou1981 wrote: »

This has put me off continuing to use at all

Don't let it put you off, just learn from it.
There are loads of people offering helpful advice on here.
Since I've been on this forum, I've been able to manage my occasional private sales very well.
I estimate my postage accurately, post items on my way to work, and think about what I would expect as a buyer.

theonlywayisup

Rachylou1981 wrote: »

Postage - I know ebay didn't set the postage, what I should have said was that I didn't change the option I was given. The reason being I had sent a dress a week earlier in a small package which was £3.00 postage alone (not including packet) and so I figured £5+ was going to be about right for a bigger puffier dress in a bigger packet. Weirdly it ended up being the same price. It must have been written on the packet as the buyer knew exactly what I had paid and went on about it repeatedly in her rants at me.

Never guess postage, it's no excuse and probably the easiest way to annoy a buyer.

Rachylou1981 wrote: »

Pricing - She really got a bargain with the dress as it was £70 originally from Oasis a year or so ago so I figured that she was getting a good deal at £4.99 even if the postage was a little high - something I explained politely to her in her initial messages before bidding.

It doesn't matter whether you feel she got a bargain or not. What you paid new bears nothing on the value secondhand.

Rachylou1981 wrote: »

Feedback - She gave positive but since has told me she is retracting this and putting a negative.

She cannot retract positive and revise to negative.

Rachylou1981 wrote: »

I will offer a full refund including postage if I receive the dress quickly but I think if it is after her holiday for god knows how long then I will just refund dress as she could have worn it umpteen times.

You cannot pick and choose, if the dress is returned then you refund in full or eBay will force you to.

ERICS_MUM

postage is a very emotive subject on EBay !

I'm very cautious with my sales, I weigh stuff, add a bit for the wrappings, use recycled wrappings if poss. I never charge more than the RM price. YET I still get less than 100% star rating for p&p. I sell cheap-ish items and not poss to offer free p&p, I'd be selling at a loss.

Conscientious sellers take problems with awkward buyers personally, but the awkward buyer seems to do it for kicks. PITA

soolin

ERICS_MUM wrote: »

postage is a very emotive subject on EBay !

I'm very cautious with my sales, I weigh stuff, add a bit for the wrappings, use recycled wrappings if poss. I never charge more than the RM price. YET I still get less than 100% star rating for p&p. I sell cheap-ish items and not poss to offer free p&p, I'd be selling at a loss.

You cannot sell at a loss if you have the correct start price and understand ebay and paypal fees. 'Free' postage doesn't mean you don't charge for it, it just means it is added on to the item price to give a total price for item and postage combined.

I've been considering for ages the possibility that smaller sellers and private sellers, particularly those desperately trying to still list at 99p are going to be the ones who lose out as most of the big players are now free postage.

goonarmy

Rachylou1981 wrote: »

Thanks for all your replies.

Just to answer a few comments:

Postage - I know ebay didn't set the postage, what I should have said was that I didn't change the option I was given. The reason being I had sent a dress a week earlier in a small package which was £3.00 postage alone (not including packet) and so I figured £5+ was going to be about right for a bigger puffier dress in a bigger packet. Weirdly it ended up being the same price. It must have been written on the packet as the buyer knew exactly what I had paid and went on about it repeatedly in her rants at me.

Pricing - She really got a bargain with the dress as it was £70 originally from Oasis a year or so ago so I figured that she was getting a good deal at £4.99 even if the postage was a little high - something I explained politely to her in her initial messages before bidding.

Feedback - She gave positive but since has told me she is retracting this and putting a negative.

Due to the unpleasant messages from her with nothing but apologies and politeness from me, I contacted ebay to see where I stood and they said she has 45 days from day of purchase to appeal and return item but apparently threatening negative feedback is not allowed and if she does then I have to report it and I will. I have 100% and really would like to keep it so I can feel confident selling in future (I am an infrequent user and only have 23 feedbacks). This has put me off continuing to use at all

I will offer a full refund including postage if I receive the dress quickly but I think if it is after her holiday for god knows how long then I will just refund dress as she could have worn it umpteen times.

Maybe ebay isnt for you. There are a lot of idiots that dont read descriptions regarding collection, payment etc etc then argue after the close of the auction, there are non payers, people that ask stupid questions, people that want you to package items and wait at home for couriers when you said collection only, people that bid and retract bids, people that bid then after the auction want to haggle......and my only bit of neutral feedback was from a lady who bought a roof rack from me. The picture showed it assembled, it was collection only and she came to collect it.......in a smaller car. She wanted me to help her disassemble it to get it in her car.:rotfl: !!!!!!? I didnt have the time, tools and the first idea how to do it.
Any way, rant over moral of the story: ebay is full of numptys, but you'll also get normal bids. Take the rough with the smooth or swerve it altogether.

ERICS_MUM

I agree with goonarmy. When I first started selling on E Bay I got really upset by some of the comments and behaviours of some buyers over petty things and very cheap items.

Over time I've grown a thick skin ! I make absolutely sure that my listings are detailed and accurate, I get the postage right and don't up it for wrapping, petrol to PO etc. So if someone is awkward I know that I'm not at fault (or if I am occasionally I know it and will refund etc). So far I've "won" against a few whingers by being sure of my listing and standing my ground. I love a ding-dong battle ! Thing is, my items are usually cheap stuff lying around the house so I don't worry about them.

pikachu_bumface

Correctly packaged a dress should always go as a small packet, my opinion is £3.50 is the liming for what most people think is reasonable, and I wouldn't charge above that if possible.

It may have been a £4.99 winning bid, or originally cost £70, in the buyer's opinion she a paid £10.65 which is a fair bit. She's not seeing the breakdown in the same way as you, especially as with postage, eBay and PayPal fees you're receiving around half that.

I don't think she can change the feedback. Initially I would have just sent her the excess postage fee, but now she's complained about the sizing, it's probably best to refund and re-sell it. Get her to return it at her cost though.

pikachu_bumface

So many people overcharge on postage in the Clothes category, it's ridiculous. She may have previously had a bad experience and is trying it on with you.

justjohn

to the original OP

Postage is a big bug bare for ebay and some thick buyers. the rules have now changed and ebay now get commission on postage. so best bet is to now do free postage. Great if the buyer is purchasing multiple items cause there is no discount on free postage. And now you can never be accused of overcharging by the buyers that can't add 2 numbers together(item price + postage cost) to get a grand total for the item.

As for your buyer- block them and sit back. handle the dispute if it ever comes in.

sharpy2010

campdave wrote: »

People like this are nothing but trouble - any buyers who message me quibbling prices, postage or asking for discounts go straight on my BBL, as these are the buyers that go on to cause problems after purchase.

As sad as it sounds, any buyer who asks me ANYTHING to do with my item now, thats already on the listing somewhere, goes straight on the blocked list without even getting the courtesy of a response from me...

The ones who ask questions are the ones who cause trouble.

Oh, and call me sexist if you like (I couldn't really care less), but I find that around 90% of the people who leave bad feedback/low stars/cause trouble are women.

If there was a "block women" option, I would use it.