posted on January 21, 2011 06:51:13 PM new
Yesterday the buyer emails me the following:
"I received the xxxxx today and there is a BIG STAIN on the front of the xxxxx. Hard to explain as - It is still in the sealed bag. I need this for a corporate event and cannot have a big stain on the xxxxx. Please advise as to credit for return / if you have a different xxxxxx to exchange. URGENT"
I email her back asking her to return it to me for an exchange. She responds back:
"On the way this afternoon via FedEx (Express). You will have it tomorrow. If you can send out the new one tomorrow for delivery on Monday that would
be greatly appreciated.
Linda"
The package arrived at 2ish today. I just got back home. So, I open the box and the tyvek envelope has a coffee stain on it. I open the envelope and the interior of the envelope also has coffee stains on it in other areas not on the outside. The item comes in a plastic bag with 1/4" holes in a few areas. Obviously this happened after she opened the envelope as there wouldn't be stains on the interior where she opened it.
There is no way I can ship out a replacement today, but I am half tempted to clean this one and resend it to her tomorrow. I already offered to replace it without questions, but she is obviously taking advantage of me. The item did not have any stains on it when it was shipped. I don't think there is a single thing I can do about it.
[ edited by shagmidmod on Jan 21, 2011 07:34 PM ]
posted on January 21, 2011 09:27:26 PM new
I believe the problem comes from a buyer's belief that the seller is a one man, or one woman operation. In such a situation, any complaints are then an he said - she said confrontation.
Although, I have never had such a situation, I have introduced a policy to head off such a problem, or a claim that an item is missing from a multi-item order.
All items are packed in a glassline bag and sealed with a 2"x4" label with the following message -
_______________________________
Thank you for your purchase.
Selected by:
Packed by:
Checked by:
We appreciate your business.
______________________________
My thought is to impress upon the buyer that their order has been handled by more than one person - at least two sets of eyes and hands have been involved with the packing and shipping of their order.
The buyer may now believe that any claim will no longer be just an he said - she said confrontation.
posted on January 22, 2011 05:13:48 AM new
I'm not sure that is the assumption, but rather she made a huge mistake and the only way she could correct it was to claim damaged goods. In fact, she may think this is a bigger business than it is and we can simply absorb the costs. She returned it on her companies dime via Fed Ex Express mail. Obviously, she has no self responsibility in the whole matter.
I wouldn't doubt she will email me next week requesting a refund b/c I didn't return it the same way she shipped it via Express Mail. I wouldn't put it past her to expect me to refund her for the cost of Express Mail too... and would simply pocket the money instead of refunding it to her business. It isn't going to happen. I have done what I am required to do... replace the stained item.
posted on January 22, 2011 05:33:56 AM new
I might put on my snotty cap and write.
Dear Customer,
It appears that someone ripped open your package and spilled coffee on it. Gee I wonder who that could be...any ideas???
OH OH I have one it wasn't my employee!
Please send an additional $20.00 to me via PayPal to cover cleaning, lieing, and shipping fees.
posted on January 22, 2011 06:22:49 AM new
I would say nothing,just ship her the package and hope for the best!
It does not matter how many pairs of eyes examine the item before shipping,or make believe someone really think you have more than one employee !
It could just be you and your alter ego or your kid and your wife !Dont forget an ebay buyer is also an Ebay seller,they know the tricks too !
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on January 22, 2011 06:28:13 AM new
Shag,
It seems you have more problems lately with your Ebay sales,you may want to look at what you sell,certain merchandise and the way it is priced tend to attract bottom feeders!
If it happens too often,it could affect your standing with Ebay/Paypal!
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on January 22, 2011 08:58:31 AM new
Hopefully you photographed the envelope with the coffee stains and the coffee stains on the item. If needed that could be used to help you in any claims she may file.
[ edited by ladyjewels2000 on Jan 22, 2011 08:59 AM ]
posted on January 22, 2011 09:01:38 AM new
I'm not sure which problems you refer to, but the last two issues I have had were on two different accounts, selling two completely different types of things.
It used to be that my biggest headache was non-payments. This particular account hasn't seen an issue with a buyer in a very very long time. It just happens that this one spilled coffee on it and is one of those people who will never accept responsibility for themselves. My other recent issue was someone requesting a shipping discount.
posted on January 22, 2011 09:40:38 AM new
I recalled you posted problems that your buyers complained brass buckle is not brass and a clock has plastic parts with bronze or brass finish?
With Paypal,it does not matter how many Ebay IDs you have,you can only have one Paypal account.
Paypal keeps adding amendments to its agreement,like it can order a credit report on us,it is now charging a fee when we issue a refund,what next?
They do look into credit profile of sellers who have retail license,brick and mortar store and/or high volume sellers(esp electronics and jewelry) ,high ticket items sellers or sellers who have defaulted on their previous merchant accounts or ex retailers who folded and now liquidating their inventory online and some of that inventory has not been paid for !
*
There is no 'Global savings glut',only wild horses and loose bankers.
[ edited by hwahwa on Jan 22, 2011 09:43 AM ]
posted on January 22, 2011 09:42:53 AM new
After a bit of consideration, I have opted to simply refund her the payment. First, she requested a replacement or a refund, then she emailed me with a demand to ship it so it would arrive by Monday (Express Mail). The package didn't arrive until 2pm yesterday, and I was away for a few hours. When I inspected it, it was obvious this was an issue on her end.
Rather than be the seller who she thinks she fooled, I would rather put her in a bind on her end where she doesn't have an item in hand. She can buy one locally in her area for $50 more at the mall if she needs it by Monday... besides, she should have obviously purchased this weeks ago if she needed it so soon. If that means I get a negative, then so be it. I know I was in the right on this.
As for HWA's comments about this being a bottom feeder. I just did a bit of research on this buyer. She is a Executive Director of a major sports organization that represents hundreds of well known retired sports figures. I don't think she is a bottom feeder, just an opportunist.
[ edited by shagmidmod on Jan 22, 2011 09:44 AM ]
posted on January 22, 2011 09:50:46 AM new
As for HWA's comments about this being a bottom feeder. I just did a bit of research on this buyer. She is a Executive Director of a major sports organization that represents hundreds of well known retired sports figures. I don't think she is a bottom feeder, just an opportunist.
//////////
I did not say she is one bottom feeder,I said certain merchandise and /or the way it is priced tend to attract bottom feeders,it does not necessarily mean every buyer of this kind of merchandise is a bottom feeder!
If she has a job as executive director or she claims to be one,she could easily re-order a replacement after spilling coffee on the first,but we dont know the circumstance why she acts the way she acted?
Just wondering armed with an expense account or purchase account,why hunt for bargain on Ebay?
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on January 22, 2011 09:53:28 AM new
hwa, i am not sure where you think you can have only one Paypal account. That couldn't be further from the truth. I have two accounts and have had those accounts for years. You can't have more than one business account, but you can also have a personal/premiere account too.
The brass belt buckle was an error on my end, however my concern was the buyer scratching the back of it to test it without notifying me. I didn't dispute the "brass-ness" of the item, but rather the damage they did to the item.
The buyer of the clock claimed the hands were plastic, not brass and wanted a partial refund. I emailed them and asked them to return the item for a full refund and they never contacted me again.
You have to consider I sell thousands of items each year. Having an issue with a handful a year is not uncommon.
This economy has most definitely brought out less desirable buyers who look for any angle to get more. There is always going to be people out there who look to take advantage of someone in EVERY category on eBay...
I am certain by your input that you have never experienced any problems with buyers, you just read about the issues other sellers have and then comment on them.
If I make a mistake I am more than willing to fix the problem without any hassles to the buyer, however I am not one to accept a claim simply based on the merits of an email. I know there is plenty of fraud out there and I do everything to protect myself.
I should add, both of my accounts have 100% Feedback with 4.9's in ALL but two of my DSRs on two accounts, and those are a 5.0 for shipping time on one account and 5.0 for shipping fees on the other. If you have any question as to issues, I think those numbers speak to my credibility of what I sell and how satisfied my customers are.
posted on January 22, 2011 10:14:13 AM new
You are correct,individual sellers can have one business/premier Paypal account and one personal account,but there are limitations on personal account.
You said you have 2 Paypal accounts,so one is under your company name and one is under your name,that's legit with Paypal.
What I mean to say is that an individual cannot have two Paypal business/premier accounts under her name.
I am not implying there is any reason Paypal will request a credit search on any one on this board,I am saying when we sign the agreement,we agree to let Paypal do so !
Years ago someone posted on this forum that she is asking a question on behalf of her 'uncle',Paypal has pulled a credit report on him,he was once a brick and mortar store owner who closed shop and sell on Ebay,for whatever reason,Paypal shut down his account and held his fund?
*
There is no 'Global savings glut',only wild horses and loose bankers.
[ edited by hwahwa on Jan 22, 2011 10:15 AM ]
posted on January 22, 2011 10:37:59 AM new
No one can sell on internet.especially Ebay without having his/her shares of buyer problems,I just dont report them much on public forum,like my banker said to me when I applied for a merchant account,she said you wanna play retailer?you wanna make money?well,there will always be some losses,you just wish you make enough from your business to cover these losses,if the losses overwhelm your profit,then it is time to revamp your business model ! I stopped whining,thank her and found a cheaper provider !
*
There is no 'Global savings glut',only wild horses and loose bankers.
posted on January 28, 2011 05:15:24 PM new
update.
so, last saturday I issued a full refund with a simple note explaining why i couldn't ship the item to arrive monday.
on sunday she emails me wanting to know if i shipped her item. obviously, she didn't bother reading her emails or notice her refund. here is the funny part of the email, she asks if I shipped it so that it would arrive by the 30th.
So the day prior she appeared to want me to ship it to arrive the next Monday which was impossible to do. She doesn't read her emails, then emails me asking me to have it to her by the 30th.
She is obviously quite scattered and is someone I simply prefer not to do business with. I emailed her back and explained to her the refund. She replied, "I will get back to you on Monday once I review my timeline." I haven't heard anything and I am happy about it.
