Problem Buyer, Forsee Claim & Neg...

didi_nodebt

Hi guys....please advise,

I had a dress advertised for auction and BIN, a buyer came along no questions asked and bought the dress at bin price. Buyer now claims that dress stitches coming undone at side and she wants a full refund.

Now I checked and double checked this dress when bought there where no stiching coming on done....the dress has never been worn or tried on as it was bought specifically for sale.

The buyer has now tried the dress on and it would seem that the dress has come under some strain and has loosened up...this is an expensive dress...she has now asked me for a refund twice, her first email was basically give me a refund..second email was are you going to give me a refund or not

I apologised and stated as above new dress etc..and clearly states in my listing that I do not offer refunds however since she paid a high price I could offer a partial refund....

So happy people, what are my options, she wants her money back and I belive she has damaged the dress, shes going to go to paypal....etc....do I have any options at all...

I know Soolin had a similar problem a while back..anyone know what happened????

heskpesk

Does she realise that she would be expected to send the item back at her expense even if she was the winner of the dispute.She may be hoping that you give her a full refund and let her keep the dress. I would suggest that you tell her if the dress is returned in the condition it was sent (at her expense) then you will give a full refund. This may put her off taking it further as she knows the dress is not in the condition sent to her and will probably not want to send back recorded delivery for the chance of getting a refund.

Kay_Peel

I agree with Heskpesk. Tell her that you will be happy to give her a refund once she has returned the dress and that you look forward to receiving it within 7 days and no later than Wednesday 18th June 2008.

If she's dishonest, the time limit will put her under more pressure.

didi_nodebt

Thank you for your swift replies, however a couple of questions,

Whats the point of me saying I dont offer refunds and all sales are final if anyone can just go to paypal and file a claim/dispute...

2) What if shes damaged the dress, in this current environment where buyer always wins what do I then say to paypal, its a lot of money to lose

3) Does the fact that I offered her a partial refund count for anything

4) Also would it be better for me to offer her the refund before she files the claim or would it not make a difference

finally question to myself WHy am I still selling on Ebay????

thx all

Kay_Peel

(1) You accepted and signed up to Paypal's Terms and Conditions - that means that you must be prepared to have Paypal settle any disputes, whatever the outcome.

(2) You're getting a bit ahead of yourself, didi! The buyer has to start the process and return the item first. You can examine the garment properly and judge for yourself if it's been deliberately ripped.

(3) I don't think it's wise to offer a partial refund. It might count against you - it's like admitting that you were at fault.

Final question is a good one! Keep your head up and good luck.

Marty_J

didi_nodebt wrote: »

Thank you for your swift replies, however a couple of questions,

Whats the point of me saying I dont offer refunds and all sales are final if anyone can just go to paypal and file a claim/dispute...

Well there is no point, as the buyer will file a claim if the item is not as described. You can say whatever you like in your listing, but unfortunately, that doesn't make it true.

2) What if shes damaged the dress, in this current environment where buyer always wins what do I then say to paypal, its a lot of money to lose

Could it have been damaged in the post? Did you get postal insurance?

3) Does the fact that I offered her a partial refund count for anything

Only if she accepts it.

4) Also would it be better for me to offer her the refund before she files the claim or would it not make a difference

I would be minded to offer it now if you know you're going to offer it eventually. Tell her to return the item first though. If she refuses, let her open a claim and she'll have to return it anyway to get a refund.

finally question to myself WHy am I still selling on Ebay????

A very good question! :beer:

didi_nodebt

Ok guys thank you but am not happy & finally figured out fleabay and paynotmypal are not here to make me happy so have sent email to return the item in the condition she received it and upon receipt will issue refund....

soolin

I lost my case didi-nodebt and I lost my goods as well due to me making a silly mistake. My buyer returned the item deliberately damaged and I returned it to her, but paypal, despite me having photos of the item before it was sent and how it was sent back, still found for her but as I had originally got the item back she never had to prove it was re-sent so she just got her refund.

Hintza

This is really about Distance Selling Regulations the buyer has the right to contact you within 8 days from delivery and ask to send the item back they then have 30 days to get it back to you. So your no refunds thing is a load of nonsense really.

However obviously they must get it back to you in the state it was in if not then you can tell them to get lost. As for a dress they would of course be allowed to try it on.

I find it best tot to argue too much until you have the item back then at least you can inspect the item and decide how best to proceed.

didi_nodebt

Soolin am sorry to hear that...Hintza I am only a small seller, not a shop or a power seller, what happened to all bids are final no refunds etc.... then it might as well be compulsory for everyone to offer refunds etc...

Any way I have asked her to send the dress back....so will wait & see...thanks anyway...

soolin

didi business sellers are not just power sellers. Anyone who buys an item to sell on is a business and should be registered as such on ebay and with HMRC otherwise you can be reported and a warning placed on your account. That's before HMRC get stuck in as well.

Once you buy to sell on you are subject to all the DSRs.