posted on March 15, 2004 09:06:03 AM new
Hi, First I will say if A buyer is unhappy I tell them I will refund your Money no problem..But I was wondering if any of you ever respond to the " unhappy Buyers" When they Go on and on with telling you all that is wrong, you did wrong and didnt do ,to justify their dissatisfaction with their purchase..I always refund the money but sometimes I want to defend myself by saying that I did describe that flaw ,or whatever, many times I get a first email from an unhappy buyer that is just so hostile and I have not even had a chance to tell them to send it back *also stated in all my auction* That i want to defend myself but Bite My toung(or keyboard) Do you all do the same?
posted on March 15, 2004 09:11:29 AM new
No need to "defend" yourself at all. This is an auction, not walmart! If I screw up then I make it good, but just because they have buyers remorse I will not refund or take any goods back.
posted on March 15, 2004 09:48:34 AM newWhen they Go on and on with telling you all that is wrong, you did wrong and didnt do ,to justify their dissatisfaction with their purchase.
Yes, that's aggravating, and one is certainly tempted to set the record straight.
However, there is zero chance you're going to convince the other person that your view is correct. Since there's no one else privy to the transaction, you might as well save yourself the effort. Also, these stories they tell are often just buyer's remorse in disguise. See below.
There is one situation in which I would "defend myself". If someone left scurrilous negative feedback citing non-existent problems with the item, I would first leave them negative feedback, then write a formal offer to go through the Mutual Feedback Withdrawal process. State your position clearly and unemotionally. Odds are the miscreant will stick to his original assertions (which he usually can't back up with real evidence) but may agree to go through the withdrawal process just to get the neg off his record.
In the area of jewelry, where there are many bidders who think they know all about jewelry but usually don't, there is a lot of room for just plain silly assertions. I use a ring sizer on all rings, for example, but scarcely a week goes by when someone tries to claim that the size 5 ring I sold them is really an 8. When pressed, they admit they haven't had it sized, they just "know".
And then there was the woman who wanted to cancel the transaction because the necklace width was 1/16th inch less than the approximate value stated in the auction.
And, currently, the woman who broke the necklace while she was putting it on and is demanding her money back. (My jewelry rule: You touch it, it's yours. Forever.)
posted on March 15, 2004 09:52:56 AM new
Fortunately it has only happened to me once since I changed my feedback policy several years ago about leaving a positive when they paid. Before that I had several whiners who claimed that the items were defective, chipped or not as described. Most of them wanted partial refunds and weren't interested in returning the item.
I have always described my items very well and I note any defects and show numerous close-up pictures. I am always prepared for this by leaving the auction pictures up until they receive their item and let me know they're pleased.
Would I feel the need to defend myself? You bet! Except I wouldn't go into great detail, I'd just state the facts and that would be it. If I thought it was my fault I would start the letter with an apology and then offer a full refund.
posted on March 15, 2004 12:21:05 PM new
I will sometimes write one explanatory email, but that's it. This is the type of buyer I want to get away from, not begin a relationship with. And fluffy is right, there is no chance you will ever make them understand.
