posted on July 6, 2002 09:23:50 PM new
I have a customer who bought an item valued over $150 and after having it for 10 days is requesting a refund. This is the first email I have received from her. I state in my auctions that I accept refunds for items misrepresented (which I don't believe it was) if they request the refund within 7 days from the ship date.. (it has been 13 days since I shipped it.)
How should I respond to her. I assume I will get a negative for not refunding the money. But I sold the item for someone else and they already have the $$ and I don't think it is fair they want a refund after having the item for 10 days.
What are your suggestions??
posted on July 6, 2002 09:39:39 PM new
And what do you do if it takes longer than 7 days for it to arrive?
I think you should refund, and change your policy to:
Returns will be accepted for 7 days from receipt of item.
Then put delivery confirmation on your shipments to determine when receipt was.
You might also consider marking your items to ensure that the item returned is the item you sent. I use a custom UV stamp. It can only be seen under a blacklight, and would be extremely hard to duplicate.
After 10 days? I would ask for an explanation as to why they want to return it. If "reasonable" I would tell them I will send the refund (my tos doesn't include shipment) after they send it and I inspect it.
If it isn't "reasonable" I would not refund.
Has there been feedback either by you, or them or both?
Be careful, in case you aren't aware, they may do the switch-a-roo on you!
FYI technically the brick and mortar stores do not have to refund. They do for customer service.
posted on July 6, 2002 10:27:52 PM new
You must be kidding. A UV stamp. Talk about making collectable worthless. Putting a mark on any collectable deserves an immediate negative. Duh...
posted on July 7, 2002 07:24:02 AM newA UV stamp. Talk about making collectable worthless. Putting a mark on any collectable deserves an immediate negative. Duh...
Ummmm..... Not only can you not see the mark without a blacklight, but it washes off with water. Duh....
Oh yeah, and it is collectible, not collectable. Duh....
posted on July 8, 2002 11:43:37 PM new
AH SHOOT!!!!!!!!! THE UV WAS GREAT,,,,,,,NOW YA WENT AND TOLD ME HOW TA REALLY SCREW UP THE SELLER,,,,,,IT WASHES RIGHT OFF. HAHAHAHHA. I AM GONNA WASH ALL MY COLLECTIBLES AS SOON AS I GET E'M. HAHAHHAHA. TOO MUCH INFO. DID I SPELL COLLECTABLES RIGHT???
posted on July 10, 2002 02:39:32 PM new
Well, if you purchased one of my items, you would not receive a refund if you washed it, as it would not have my original stamp on it. Besides, if you were going to return it, why would you wash it?
posted on July 10, 2002 03:57:22 PM new
Thanks for the help, All! I am sticking to my guns but this lady is a real stinker. She hasn't negged me yet, which I am not concerned about. But she has contacted paypal which basically told her that they would put a mark on my paypal account (whatever that means) and that they don't help with disputes unless she didn't receive the item.
I will redo my auctions to say XX days from receipt for returns since I am now using Fed Ex (love those postal rates) and have a tracking number on everything.
I don't think I will take the time to mark everything but it is an interesting concept.
I think this lady basically bought the item to show someone or for whatever reason then waits and wants to return it. Too bad!
