posted on March 14, 2002 04:20:10 PM new
HELP! I sold an item last week via buy it now sent it out shortly after payment arrived. I received an email last night stating that the item was not as I described (I have a 600 rating with only 1 neutral and describe my items very carefully) and additionally, the item was bent by the post office (I also ship my items in between cardboard and in a heavy duty cardboard envelopes).
I told the buyer that since the item was damaged by the post office to please take it to the post office (I would send her the receipt) and she could send me a copy of the postal receipt she gets for the claim and I would then mail her a check while waiting for a refund from the post office since she says they damaged it.
She replied with a nasty tone stating that her main complaint was that I didn't describe the conditional accurately and if she takes it to the post office for an insurance claim they would keep it and she would not be able to get another copy (it is a collectible).
I got her phone number from member services and called her. I told her that it has to be one way or the other. She could bring it to the post office and file a claim or return it to me. She spoke very nasty (using the "F" word) to me and hung up. she left me negative feedback and said I harrassed her via the telephone!
Well, needless to say I'm not very happy. I am also very nervous... i hope she doesn't try to say that I harrassed her to ebay.... any thoughts on this?
posted on March 14, 2002 04:45:07 PM new
I can't help but wonder if she was just trying to get the item for free, or possibly to get a partial refund, since she seems unwilling to take the item to the post office to start the claim process.
You didn't do anything wrong. You offered her a refund upon the item's return and/or to help her with filing an insurance claim.
Since she's already negged you, I'd be tempted just to mail her the insurance receipt (get a signature!) and be done with her. Then if she wants the file the claim, she can. The ball's in her court.
She has no proof that you "harassed" her. Even if she has Caller ID, it would only show that you called ... not what you said. However, if she happened to send you any nasty e-mails, you can forward them to eBay and to her ISP, and they may warn her or show her the door.
I might even consider negging her back, to warn other sellers about how unreasonable and uncooperative she is, especially if I felt she was just trying to get the item for free.
And block her from bidding on your auctions again!
posted on March 14, 2002 04:55:24 PM new
to thedewey:
thanks so much for answering me here. Yes, I wish I could neg her back. My problem is that my policy has been (but is now going to change) of sending positive feedback the night after the item is mailed out. I've never had this problem before. Once in a blue moon if a customer is dissatisfied, we work things out!! I did write to her after she negged me and told her that it sounded like she wanted me to offer her a partial refund, something I do not adhere to as I really try to describe my items accurately. I once had a guy try to get a partial refund from me; i held my ground. He returned the item, i sent him a refund and subsequently got MORE for it!
But, perhaps I am paranoid.... but shen she used the word "harrass" in the neg.. that scared me!
can you tell me your policy on feedback? How do you handle it time-wise?
posted on March 14, 2002 05:03:46 PM new
You can still make an addendum to your initial positive feedback. The instructions are in the Feedback section.
I always leave positive upon receipt of the payment and I have only been burned once. It was by a newbie who left a neutral months after the auction ended and without ever contacting me that he was unhappy. Even tough my ad was very accurate, I would have been more than happy to refund him.
I am also a buyer and it infuriates me that many sellers wait until I leave them positives before they leave me one.
I recently paid for an auction within 30 seconds of the close. The buyer e-mailed me that she would not leave me positive feedback until I left her one. She has nice items but I will never bid on any of her auctions again..
posted on March 14, 2002 05:04:18 PM new
Be sure to leave a followup to your positive feedback for her that she turned out to be a nasty witch. No need to leave nothing but positive words in her feedback file.
posted on March 14, 2002 09:03:31 PM new
Why bother to leave a follow-up comment to your positive comment? It's never going to be seen or read. That is the problem with leaving feedback before the transaction is truly complete.
posted on March 14, 2002 09:24:45 PM new
This is either a scammer or just someone with a bee in her bonnet. I definitely would respond to the neg. I'd also blacklist her, and block any communication from her. I wouldn't send her the insurance receipt. She had her payback and can suck an egg at this point.
posted on March 14, 2002 10:31:32 PM new
She won't take it to the PO because they will keep it and she would not be able to get another copy. So what does she want you to do? Give her a refund and let her keep the item? lol.
posted on March 15, 2002 09:20:14 PM new
It was nice of you to call her to try to work it out. Don't lose any sleep over it, it's pretty much over now. You did what you could.
I NEVER give partial refunds or leave feedback first anymore. I guess we all have that first bad experience. But definately leave
follow up responses under her positive feedback AND under your negative, explaining that she was just a nasty person.
posted on March 15, 2002 09:53:59 PM new
After almost four years on eBay I finally learned not to leave feedback until the customer does. The following statement is in my item(s) shipped email to my customers:
FEEDBACK: Positive feedback will be left for you the day you leave positive feedback. By doing so indicates that your package arrived safely and that you are satisfied with your purchase. If you are unhappy with your purchase please let me know so we can resolve the problem.
This has worked great for me and I get as much feedback this way as when I left feedback first. At least the customer will try to work out their problems with you without jumping the gun on leaving you negative feedback.
I make it a point to leave feedback the same day they leave feedback for me.
