posted on November 8, 2000 05:10:25 PM new
I need some expert advise here. I have been selling on eBay for a couple of years and this is a new one for me (I guess I have been lucky). Here is the e-mail that I just received:
"Hi Tammi, I received the sweater and it is lovely, however I am not wild
about how bright the colors are, they seem so soft in the picture, more
pastel. I would very much like to return the sweater if possible and
perhaps we could split the shipping? I rarely if ever return anything but
the colors simply aren't right for me. I look forward to hearing from you
and I thank you for your kindness."
ok, I even showed close-up of just the colors and they are very true to life. I do not mind taking the sweater back, but what do you think about the shipping charges? She was very nice, but I believe the photos very much depict the true colors. I want to be fair and have good customer service but I don't think I should have to pay for even half of the shipping charges....what do you think? Thanking you in advance!!!
posted on November 8, 2000 05:27:49 PM new
You should not have to pay any shipping charges in her statement they make it very clear that they recieved the Item.
there for item was delivered shipping you collected for was completed the return is there Idea due to there problem with the Item not due to anything you did not due to bad discription or anything like that.
if this was my sale it sounds quite clear they got a good Item in as described shape they either have buyer remorse or have used the Item for its purpose already and would like there money back, in these cases I would require the buyer to pay return shipping not only that I would request it be insured incase its returned damaged
after all we are selling on Ebay Auctions where sellers sell and buyer buy we are not doing this on ebay weekly monthly rentals ....
posted on November 8, 2000 05:36:35 PM new
There's actually a legitmate complaint here... Although it's not your fault. Your pictures could have been very true to life on the colors, but not everyone's monitor/videocard displays colors exactly the same. It's possible she has her brightness/contrast dimmed down.. or any type of reason along those lines.
However, a reason like that, would not be your fault.
Like dman3 suggested, I would accept the return back.. but since I had put exact photos up in my auction, I would not feel responsible for paying or splitting the shipping. Also, as dman3 said, I would make it clear, that the item be sent insured and it was in the same condition as it was when you sent it. I would, however, state, that since the insurance is for your peace of mind, I would reimburse the buyer for that, in addition to the purchase price ~ after the item has been received.
posted on November 8, 2000 05:37:34 PM new
I agree with dman3 in that when it comes to Customers just having a personal issue with the item, then they ought to foot the return bill themselves. afterall, this is an auction -- not Wallmart! Sheese! Even Wallmart wouldn't refund 1/2 of your gasoline that you used in your car to return the item, right?
posted on November 8, 2000 06:32:42 PM new
what a super nice email she sent! I could only imagine how she could have turned it around and blamed you for misrepresenting the item, but she did not.
customer satisfaction first.. I'd even cover the shipping both ways... ( thats just me tho) it is a small price to pay.. and only your first return in 2 years..lucky girl
Good luck
Enid
deja deja deja vu believe it and it will come true!
posted on November 8, 2000 07:00:00 PM new
My EOA spells out that bidder's remorse is not my problem. If you want to accept a return, that's your perogative, however I would not tow the shipping at all.
If you are selling stuff like clothing, bidder's remorse can be a big issue. I would put returns only for items that are defective or substantially different than described. The latter would nip this bidder's case in the bud.
posted on November 8, 2000 07:24:54 PM new
I sell everything satisfaction guaranteed.
I always pay both ways.
If you are taking it back what is a little shipping on top of the time and trouble?
It is hard to smile and eat the cost but I have 909 + FB and no negs on the board. I had one I got over 2 years ago as a buyer.
This one is at least polite.
So many are abusive.
I would reward that attitude.
If you refund her with shipping you will get a nice FB.
I refunded a guy over what I thought was a silly reason and the next week he bought $400.00 of stuff from me. Said he felt safe that if he did not like anything he could return it. But he did not.
posted on November 8, 2000 08:51:27 PM new
TammiAndy,
There are some who sell under "all sales final". There are some (like macandjan) who allow returns for buyer's remorse. You should do what you feel is best for you & how you want to run your business.
I offer refunds for any reason in my TOS but do state that I do not refund shipping if the return is for something other than damage in shipment.
However, if a customer had asked as politely as yours, I probably would make an exception & meet them halfway.
Whichever way you choose (and no-one can say one way is more correct than the other), I would suggest you add your terms to your TOS so there isn't any doubt in a customer's mind.
posted on November 8, 2000 09:02:14 PM new
Although you logically shouldn't have to pay for shipping, I would if I were in your situation. I'd give her a full refund including the original shipping charges but have her pay for shipping back to me.
$3.20 (or however much) would, in my opinion, be well worth it to treat this bidder kindly just as she has treated you. It would create customer satisfaction and would probably give you warm fuzzies, too. Win-win.
posted on November 8, 2000 10:04:12 PM new
Frist mistake with refunding two ways is that the Item got there so shipping one way was completed Buyer got What they paid for from shipping and they recieved there item.
buyer is not wild about the color now that she has it. its lovely but im sorry I dont love it. this can be summed up with six words "Im sorry now I bought it".
She wants to split the shipping say buyer already paid $3.20 shipping so to say split shipping they are saying to TammiAndy i''ll send the sweater back you pay shipping of $3.20 back and purchase price and we will call it even.
Buyer happy yeah why not they had the sweater about a week or so maybe used it for there purpose maybe not but made a deal to return it and turned a $3.20 profit on the transaction buyer will be -$$$ fees and $3.20 on this weeks sales.
wow Return with Double shipping
you know now that I see this I am gonna become a buyer because this is truly where the profit is.
I can see the Hot selling book list next year the #1 seller Title "From rags to Rich's buying on Ebay"
WWW.dman-n-company.com
posted on November 8, 2000 10:46:52 PM new
I too have only had one return issue to deal with in my selling career, and I state no returns (as I sell lingerie, it is a hygiene issue). I did accept an item with tags back from a very nice, regular customer (no shipping refunds were discussed), and it came back REEKING of cigarette smoke. She had it for maybe a day at the most. I do not know if you smoke , or if your customer does, but it made my item non-sellable. Just a thought to keep in mind, or to ask her (but how do you do that and be polite!?)
posted on November 8, 2000 11:14:46 PM new
A "satisfaction guaranteed" ebay powerseller in my city (with about 7,000 feedback in almost 5 years) gives full refunds including two-way shipping, no questions asked. In fact, when they get "bad vibes" from a buyer, they don't even put the credit card transaction through the machine until they find out if the item is going to be returned.
I marvel at the sellers who put "all sales final" in all of their listings and get away with it (ESPECIALLY on something that has to "fit" like clothing). I mean, if your local department store wouldn't allow you to try on clothing before purchasing it, and told you they didn't accept returns for any reason, WOULD YOU BUY ANYTHING FROM THEM???????????
You should be exceedingly grateful that this buyer is so GRACIOUS in her request, and that she even offers to pay half the shipping costs. She could have been much more demanding, or downright ugly.
Either give her a refund including half the shipping, or including all the shipping. And post your policy (whatever it is) in your auction listings so bidders will know what to expect from you.
posted on November 9, 2000 04:48:07 AM new
WOW!!! THANK YOU THANK YOU THANK YOU for taking the time to respond to my dilemma! There are good points to either side.
I do have to respond to granee above though....this was not a size thing, it was a "I decided I don't like the colors" thing and this isn't a department store...it is an auction. If you have ever been to a true auction, you would know that after you place your bid with the auctioneer, you can't flutter your eyes and retract your bid because "the colors aren't right". I guess there are lots of people out there that do not understand what the word "Auction" is. EBay is not a Walmart Website....IT IS AN AUCTION! (ok, it's early and I'm a little PMSy... )
posted on November 9, 2000 05:06:45 AM new
While it is true that ebay is an auction not a department store, the big difference between ebay and RL auctions is that a bidder has a better opportunity to scrutinize the merchandise...and it is a real possibility that the color she saw on her monitor was muted compared to the real thing. I'm one of those seller who has a no questions asked return policy, I refund shipping both ways after the item is returned to me in the same condition it left. So far I've only had 2 or 3 returns and many happy customers. Some have decided not to return after contacting me initially because "you are so honest and nice I'll just keep it" comes back after I give them the return information.
Customer service counts, some buyers make me grind my teeth and spin in my chair...then I put on a cyber-smile and kill 'em with kindness.
Good luck in however you decide to go, sounds like a nice person to deal with at least.
kerrydaway here and there
kerrydaway1 at that other place
We accept returns, because the fact is if you accept credit cards you MUST accept returns - that is the law, regardless of your TOS.
BUT we would not pay shipping on the return unless the item was not as presented. In this instance I would think it is the customer's responsibility.
Colors can be manipulated very easily - but beyond that, the color spectrum seen through Internet Explorer and the color spectrum via Netscape is of great difference. Personally, if I sold things like clothes and such I'd put in that colors are only guaranteed to be as seen when viewed via (which ever browser you use, as that would be the browser you are seeing the "true" colors through). Netscape's spectrum of color is greatly limited compared to Internet Explorer.
But the bottom line is I would take the item back, but I would not pay shipping. Even given the difference of colors on different browsers and computers, I believe it is the buyers responsibility.
We run both browser to check colors from time to time on item where color could be a major issue.
We accept returns, because the fact is if you accept credit cards you MUST accept returns - that is the law, regardless of your TOS.
BUT we would not pay shipping on the return unless the item was not as presented. In this instance I would think it is the customer's responsibility.
Colors can be manipulated very easily - but beyond that, the color spectrum seen through Internet Explorer and the color spectrum via Netscape is of great difference. Personally, if I sold things like clothes and such I'd put in that colors are only guaranteed to be as seen when viewed via (which ever browser you use, as that would be the browser you are seeing the "true" colors through). Netscape's spectrum of color is greatly limited compared to Internet Explorer.
But the bottom line is I would take the item back, but I would not pay shipping. Even given the difference of colors on different browsers and computers, I believe it is the buyers responsibility.
We run both browser to check colors from time to time on item where color could be a major issue.
posted on November 9, 2000 05:27:13 AM new
Color differences from monitor to monitor can very greatly. What looks totally accurate to me when I post something, could look much different on the buyers screen. Trying to describe the color is the best you can do.
As far as a return on this, the buyer was at least polite which goes a long way in my book. Just be clear that you must have the item back in it's original shape and condition before you can issue the refund. If she pays the return postage, it works out to her offer of splitting the postage. If she is unfamiliar with packaging and shipping, perhaps a polite note about the best way to package is in order as well.
posted on November 9, 2000 05:32:41 AM new
I sent an e-mail saying I would accept the return, which I was going to anyway. I decided to refund the price of sweater and insurance, but not the shipping. If the sweater would have NOT been as described, I would have gladly refunded the shipping, but since it was a color thing, I felt I should not have to pay shipping. Again, thank you everybody for your responses!! Next time I have a question, could you all get together and agree though...LOL
posted on November 9, 2000 11:21:57 AM new
UPDATE:
I have just changed my mind!!!! I am refunding the whole thing. Check out this email I just received from the buyer:
"I understand your guidelines and they are more than fair. I opened the pakage and
immediately registered that I did not like the colors. I never even tried
it on, I promise. Please do check my feedback, I have never ever had an
issue and I am very honest. The colors simply are not right. So, I will
mail it back tomorrow with insurance and the total refunded to me will be
40.10, correct? I assume you will use PayPal for a refund. thank you very,
very much for your trust and kindness.
Oh my gosh, why can't everyone be this nice????????? Again, thank you everybody!!!
posted on November 9, 2000 07:41:35 PM new
TammiAndy;
What a great buyer! I would probably refund shipping both ways too in this situation, but not as a matter of policy. That old adage, "You catch more flies with honey.." sure rings true in this case. I always reward the super nice buyers in some way, they make it all that much more pleasant.
About online buying and shipping refunds, though; granee Would you buy something at a yard sale and expect to take it back if it didn't fit? The online auction world is not a big Wal-Mart store. Even wal-mart has it's limits with regard to returns. I bought a bunch of stuff online once from Newport News (clothing) and yes, they accept returns. They don't refund the shipping I paid to have the stuff sent to me though. They do pay shipping if I return the items, but I'm out the original shipping.
When I buy an item on eBay (clothing),and it doesn't fit or the color is off from the monitor, I figure too bad for me, and I just re-sell the item to recoup my money. It's not like I have NO way of getting rid of the item or getting some money back for it and usually I'll get close to what I paid for it in the first place. I wouldn't dream of bugging the seller with it unless there was misrepresentation.
