Argggggggggghhhhhhhh - eBay is making me turn to drink

cheekyvimto

Ok so maybe a bit dramatic but I have had a few too many things happen in recent weeks and I have come to the conclusion that using eBay is not worth the hassle anymore.

I sold something recently and noticed today that I had received my first negative (had nearly 300 positive - 100%). The negative basically stated that I had sent the wrong item.

I promptly contacted the buyer saying that whilst I did post the item in a box of a particular brand, if they looked inside the box they would find the item they bought from me. I am 100% certain that I have sent the correct item.

A short while later I got an email from eBay saying that the buyer is requesting to return the product for item 'not as described'.

I have so far not had any direct communication from the buyer (they went straight to eBay and opened a case rather than even contact me in the first place).

As well as the initial response to the negative feedback I then sent a further reply to the refund request that came from eBay basically stating the same thing as my first message (please look inside the box etc).

Where do I stand on this please? Do I contact eBay and give my side of the story? If so who am I best speaking to about this?

KRDmum

Can you ask buyer to send you the pictures of the item they had received?

pinkshoes

How did you respond to the feedback?

As buyer has already left a neg, then I would not be overly cooperative now!

Just send a polite email to buyer asking for a photo of the item that has been sent, saying that other than the outer box, you are sure they have received the right item.

prowla

Opening the case asap is a good way of ensuring you've got the seller's attention.

cheekyvimto

pinkshoes wrote: »

How did you respond to the feedback?

As buyer has already left a neg, then I would not be overly cooperative now!

Just send a polite email to buyer asking for a photo of the item that has been sent, saying that other than the outer box, you are sure they have received the right item.

I haven't responded to the feedback yet, if I respond to it is there still a chance at some stage the neg can be removed if the buyer does actually admit/realise that I have been sent the correct item?

I know I also need to be diplomatic with any feedback/feedback response I give so thought I'd better hold off and calm down!

If buyer won't confirm that they have got the correct item and because there is a case open will I have to accept a return (of whatever they decide to send me) and if so I'm guessing I'll be liable for return postage?

cheekyvimto

prowla wrote: »

Opening the case asap is a good way of ensuring you've got the seller's attention.

I am the seller, and to be honest feel a bit aggrieved that the buyer didn't contact me before opening a case. (They clearly opened a case before opening the bl**dy box that the item was sent in!)

HappyMJ

There's a very small percentage of buyers that will ignore you and always go straight to the top. They'll do that with other companies too ignoring their complaints procedure and writing straight to the CEO as they feel the response will go their way and resolved much quicker.

Even top rated sellers will have unjustified neg's. Don't worry too much about a few. Most sensible people can understand a few neg's.

You can get the neg removed by asking Ebay. It'll just take time.

Yes you'll be liable for return postage. That's just a cost of business.

charlies_mum

I'm a Top Rated seller, and have a few defects. In every single case, the buyer has gone straight to open a case without contacting me. I can honestly say that all but one were unjustified. (The one that is fair was because I couldnt find the item and had to refund).

you already have a defect thanks to the negative feedback, but you will struggle to get it removed unless it mentions that they have opened a case.

mrcol1000

Personally I'd accept the return, block the buyer, calmly and factually reply to the feedback and then move on with your life. Unfortunately there is no test to be allowed to join Ebay so get you idiots on there. These idiots are allowed to buy and sell (although when they sell they do not last long). The majority of people on Ebay are nice enough but it is the idiots you always hear about and remember.

I have some really lovely feedback. I also have a couple of negatives. I just responded to them politely and factually and they make no difference to my sales. As a buyer I would not be put off by negative feedback if there was some kind of response.

I'd not waste your time with Ebay. They are not interested. If you think about how many transactions there is on Ebay, I do not really blame them for not wanting to get involved unless they have to.