moan

kellye14

by mistake i put a wrong description on an item that i sold. the buyer open a dispute without contacting me first. i offered a full refund plus return postage straight away. then she sent me a number of emails demanding an apology from me. because her tone was rude and she accused me of scamming her so i didnt want to offer an apology. i am not businesses seller. she said she is in retail and she always apologies even when customer is wrong. so eventually i explained to her her tone was rude at the start so i didnt want to apologies but at the end i did apology to her. but she reply and said she will still give me a neg feedback as i was rude to her.


I never rude to her in any of my messages the only thing that i didnt do was offer her an apology at the start. But i offered her at the end and offered her full refund even retrun postage at the beginning.

When you buy something online how many time you get an apology? If you buy it from a retailer you just fill in a return form and mark not as describe and send it back. You wouldnt expext them to apologies.

Road_Hog

Foxtrot Oscar would be my reply.

RainbowDrops

I'm not really sure what your moan is about as you've already that you got the description wrong.

Yes, it's unpleasant when people are rude to you, but this buyer probably felt that you wasted her time (regardless of whether it was intentional).

Have they retuned the item yet? If so, just refund, move on, and accept that neither of you acted particularly well.

One extra point:

but she reply and said she will still give me a neg feedback as i was rude to her.

If they do still leave a negative, you may be able to challenge it, claiming feedback extortion.

theonlywayisup

If I had put the wrong description, an apology would be my first sentence in reply to the buyer.

Refund and be prepared for a neg. Perhaps next time you may act differently.

campdave

kellye14 wrote: »

by mistake i put a wrong description on an item that i sold. the buyer open a dispute without contacting me first. i offered a full refund plus return postage straight away. then she sent me a number of emails demanding an apology from me. because her tone was rude and she accused me of scamming her so i didnt want to offer an apology. i am not businesses seller. she said she is in retail and she always apologies even when customer is wrong. so eventually i explained to her her tone was rude at the start so i didnt want to apologies but at the end i did apology to her. but she reply and said she will still give me a neg feedback as i was rude to her.


I never rude to her in any of my messages the only thing that i didnt do was offer her an apology at the start. But i offered her at the end and offered her full refund even retrun postage at the beginning.

When you buy something online how many time you get an apology? If you buy it from a retailer you just fill in a return form and mark not as describe and send it back. You wouldnt expext them to apologies.

It would have taken you less time to say sorry than type this out.

soolin

theonlywayisup wrote: »

If I had put the wrong description, an apology would be my first sentence in reply to the buyer.

Refund and be prepared for a neg. Perhaps next time you may act differently.

Same here.

The response to an open case would be something like ' apologies for my error, please return for a full refund etc'

It could make all the difference between good and bad feedback.

RFW

Sounds like the customer had a good reason to be annoyed and you had good reason to apologise. Don't expect good manners from customers, especially aggrieved ones.
It really isn't a good idea to get into lots of messages with a customer above and beyond the details of the sale.

iammumtoone

I do think you were in the wrong as others have said your opening line should have been something along the lines of, I am very sorry please accept my apologises it was a genuine error and I am of course happy to pay for return postage then a full refund on receipt of the item.

Having said that I do think the customer over reacted at bit as well, you should have apologised but didn't, still there was really no need to get so aggressive about it especially as you were polite and not rude.

Flyonthewall

kellye14 wrote: »

by mistake i put a wrong description on an item that i sold. the buyer open a dispute without contacting me first. i offered a full refund plus return postage straight away. then she sent me a number of emails demanding an apology from me. because her tone was rude and she accused me of scamming her so i didnt want to offer an apology. i am not businesses seller. she said she is in retail and she always apologies even when customer is wrong. so eventually i explained to her her tone was rude at the start so i didnt want to apologies but at the end i did apology to her. but she reply and said she will still give me a neg feedback as i was rude to her.


I never rude to her in any of my messages the only thing that i didnt do was offer her an apology at the start. But i offered her at the end and offered her full refund even retrun postage at the beginning.

When you buy something online how many time you get an apology? If you buy it from a retailer you just fill in a return form and mark not as describe and send it back. You wouldnt expext them to apologies.

A dispute would have been opened automatically if the buyer selected not as described rather than other. They may not have meant to open a case against you.

Offering a refund plus postage is fine but at that point you should have apologised for the mistake as well then she wouldn't have had reason to send any rude messages. You wasted her time so you can't exactly expect her to be happy although there's really no need for her to have been so rude and accuse you of scamming.

You may have been polite in messages but all she wanted was an apology and so sorry but refusing to apologise for your mistake was rather rude of you.

As for online retailers, well I bought a couple of items the other day and they weren't sent out (system error) so they refunded me. The email says "please accept our apologies for the inconvenience" and just before that they said sorry because they hadn't informed me, I had to contact them.

Not the first email I've had from a retailer that has apologised either. Sure some are clearly (automated) templates but someone had to write that to start with and it's obviously a message that the company wish to send out. It's just polite and good customer service to offer an apology right away.