my first person to complain

feelgudtime

i sold a bag last week on ebay a radley bag that was brand new i had never used it and was also £85 and the women sent me this email


Hi, received the bag today but not happy as this is a used bag not new as listed. The inside has got very clear signs of use. Please get back to me a.s.a.p to resolve this problem. Regards Donna

the bag inside has a floaral pattern

so i sent her this back

i can assure her 100% that bag is brand new as i have never use the bag so you send the bag at the postage at your own expense and i will refun the money

i may also send her a message asking for photos of inside of the bag and see what she reckons is wrong with it

:mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad:

StaffsSW

Just don't send her a second Radley bag by mistake...!

In all seriousness though, the photographs would be a good start, and also ask for more information on "signs of use" - what are those signs?

If they kick up a further stink, ask them to start a dispute through Paypal, and offer a refund upon safe return of the bag. Paypal would only ask her to do the same if she disputes anyway, so by encouraging this in advance will carry in your favour. Paypal will also ask the buyer to send back at their expense, and use a postal service that offers proof of delivery.

I've dealt with a couple of buyer disputes in the past, but also customer service problems in real work outside of eBay. Something I always do is let the complainant shout and scream as much as they want, but I never argue back, as it only inflames the situation. Besides, it's hard for them to get riled, when I am being polite, compliant and listening to them. Once they have calmed down, then I start putting my case forward and they are much easier to bring round to a reasonable solution.

feelgudtime

From Buyer: Donna Wood on 18/04/2008 12:03 BST
I am not willing to return at my own cost, i shouldn't have to. You have described the bag as new and very clearly not. I have also noticed that are some small scuffs to one of the corners of the bottom of the bag

From Seller: kayleigh taylor on 18/04/2008 11:36 BST
i have already sent u a message on ebay sayinit was bran new and asking what was wrong with the item and to take photos and send them to m and u could also return the item at your own cost for a full refund

From Buyer: Donna Wood on 17/04/2008 20:28 BST
This bag was listed as NEW and it clearly isn't


this is what has been sai i told my mum and she said she could no belive what she was saayin as i was at her house before i posted where shall i go next ????

Kay_Peel

If the customer is not prepared to return the bag to you then they cannot have a refund. They must return the bag at their own expense. That's the rules.

Here's what you do:

Check her feedback. Is she a good customer or what?

Write to her and get someone to check your spelling and the way you write. Don't use text-speak. You want to sound professional, calm and in control.

Say something like this:

I maintain that the bag is brand new and unused. I would be grateful if you would allow me the opportunity to inspect the item, by returning it to me in the same condition as you received it.

I am unable to consider a refund until such time as I have inspected the bag. You may be aware that the prompt return of the goods is a condition of the complaints procedure. If you are not aware, can I draw your attention to paragraph 6 of that complaints procedure, which says:

" If you file a claim for a 'significantly not-as-described' item, we will generally require you to return the item to the seller, at your own expense. In some circumstances, you may be required, at your own expense, to send the item: to PayPal; to a third party PayPal directs; or provide evidence that the item has been destroyed (if for example, PayPal received evidence that the item in question is a fake, counterfeit or otherwise unauthentic)'.



Incidentally, I hope you don't mind some honest feedback on your writing style - it is well-meant.

feelgudtime

Kay_Peel wrote: »

If the customer is not prepared to return the bag to you then they cannot have a refund. They must return the bag at their own expense. That's the rules.

Here's what you do:

Check her feedback. Is she a good customer or what?

Write to her and get someone to check your spelling and the way you write. Don't use text-speak. You want to sound professional, calm and in control.

Say something like this:

I maintain that the bag is brand new and unused. I would be grateful if you would allow me the opportunity to inspect the item, by returning it to me in the same condition as you received it.

I am unable to consider a refund until such time as I have inspected the bag. You may be aware that the prompt return of the goods is a condition of the complaints procedure. If you are not aware, can I draw your attention to paragraph 6 of that complaints procedure, which says:

" If you file a claim for a 'significantly not-as-described' item, we will generally require you to return the item to the seller, at your own expense. In some circumstances, you may be required, at your own expense, to send the item: to PayPal; to a third party PayPal directs; or provide evidence that the item has been destroyed (if for example, PayPal received evidence that the item in question is a fake, counterfeit or otherwise unauthentic)'.



Incidentally, I hope you don't mind some honest feedback on your writing style - it is well-meant.

no i dont mind just am always on my phone so am used to test talk

would i send that message on ebay or paypal or both ???

FloFlo

I think the above is a good idea but I would probably cut the quote short just the first sentence would be fine. I would not include the last bit about fake goods you don't want them to get ideas.

charlottevwa

There is a slight chance that she already had the bag, but fancied a new version of it, so she may have bid on yours... then is planning on sending her old one back....
This is a popular scam with things like mobile phones, so watch out for it

charlottevwa

Forgot to say... i once was in a similar situation myself.. a buyer said a NEW top isold her was covered in stains.. so i gave her my email address and asked her to send photos... I never heard from her again. So you could try that,

Kay_Peel

feelgudtime wrote: »

would i send that message on ebay or paypal or both ???

Send a message like this directly to the buyer. You don't have to do anything more. It is up to her whether she tries to get a refund from Paypal - but remember, she can't get a refund until she has returned the bag to you.

You just have to wait, once you've sent the letter. If she replies, demanding a refund and refusing to return the bag unless you pay the postage, just send the same message. Keep calm. Keep in control. Keep polite. Be professional. You are sticking to the rules this way.

feelgudtime

Kay_Peel wrote: »

Send a message like this directly to the buyer. You don't have to do anything more. It is up to her whether she tries to get a refund from Paypal - but remember, she can't get a refund until she has returned the bag to you.

You just have to wait, once you've sent the letter. If she replies, demanding a refund and refusing to return the bag unless you pay the postage, just send the same message. Keep calm. Keep in control. Keep polite. Be professional. You are sticking to the rules this way.

i have sent her a message on ebay saying most of the things you suggested just not about things been fake as someone said i dont wait her to go down that route so i will see now if she gets back in touch and does anything further on paypal

what happens in the case of she does not send it back recorded and just in the normal post ????

peter_the_piper

""what happens in the case of she does not send it back recorded and just in the normal post ???? ""
Very risky on her part, it might not get to you. Without a confirmation of the tracking she would probably lose any paypal claim.