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I sold a vintage McDonald’s Birthday Party backpack. The buyer messaged me to tell me that she tried to clean it, and the color bled, the seams came undone, and it was too small anyway. She said it was not vintage because it was poor quality. She said my listing left out a lot of detail about the item.
I told her that I was sorry that the item was ruined when she tried to clean it, but stood by my listing and item description. I listed dimensions, tons of clear photos, and that it was stained. The seams were not coming apart, nothing like that going on. Nothing at all except stains. I asked her what she wanted me to do.
She replied that she wanted a refund, and again, all the things wrong with the bag plus some new ones, now saying the straps were also coming apart.
I called ebay and the best they could do was to tell me to offer her a partial refund, and if I did not want to do that, have them open a case. “Leo” said that the fact that she says the straps are coming apart could warrant a partial refund. (I’m rolling my eyes at this).What is the best thing to do here? Should I just give her a full refund through Paypal, or have her open a case and go through the b.s. and hope that ebay sides with me. I don’t want a neg feedback over this $15 item. I’ve never had anyone open a case as INAD. I don’t know if it will give me a defect? Or what happens? 🙁 Thanks for any advice.
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We use a group of pre-written standard operating procedures [SOP’s] which we keep in a MSWord document. In order to expedite all of the issues of customers we have pre-decided how we will handle most of them and written our replies down.
We also participate in the Ebay Hassle Free Program. This combined with a set of written SOP’s seems to now be taking care of most buyers issues.
In this case we would use our standard we want all customers to happy so, return it. Especially since that whole process is automated.
In a large percentage of the cases we never hear back from the buyer, because following protocol it means they have to do something, in this case send it back, and most buyers just don’t do it, or don’t do it in the time frame Ebay gives them in the HFRP. Either they are too busy, too lazy or really only wanted some free, easy money back. Nope, work for your return.
Here is our SOP for a buyer saying something is wrong with what they got. Also you have no idea if this buyer threw that back pack in the washing machine and then when it came out, Ooops, it started falling apart. If they send it back, you have the evidence of thier actions and many times they don’t want you to see that. This little attempts at partial refunds are the new psychological ways of making a seller think, the buyer has complained, I better throw money on the table so they get placated.
In our case, we ask for a return in all cases and also have Ebay set up so we have to issue a RMA [return authorization number] in all cases.
Here is the SOP we would use…
We have received your Communication informing us of an issue regarding the item you recently purchased.
First, we are sorry to hear of your concern and appreciate you bringing it to our attention.
Secondly, we never want any of our customers to be unhappy about a purchase and that is one reason we participate in the “Ebay Hassle Free Returns Program.”
As members of the “Ebay Hassle Free Returns Program”, the returns process is an easy one.
We request that you follow this simple process and request for a return through your “My Ebay Buyer” account. Non-compliance may result in an unfavorable decision on the refund process.
• Go to your “My Ebay” at the top and click on “Purchase History”.
• Find the item you wish to return and click on “more Actions” and select “Return This Item”
• From the drop-down menu select the reason for the return and then click the “Return” button.
• You will receive a return authorization and a Shipping Label to use on the return package.
• Repackage and protect the item as you received it. Utilize all of the same materials, boxes, size and weights for consistency and so it stays protected on the return trip.
• Attach the return label and cover it with a clear protective tape and ship back to us within Ebay’s allotted time frame.This link will take you to the Ebay “Returning an Item” page for detailed instructions.. https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763#full%20policy
Despite the rather detailed verbal explanation, it is a fairly simple process.
After we receive the item and it has been inspected for the issues stated we will proceed with the refund process according to the “Hassel Free Return Program Standard Protocols”.
We await the return …..
Kindest Regards,
the management team at MDC Concepts, Inc.
MDC Galleries and Fine Art
SmartParts Small equipment Equipment divs. -
As a follow to my post above. If you bought somehting at a big box store, had an issue when you got home and you called the store and told them about it. What do you think you are going to hear?
“Oh, we are sorry to hear about this. Please bring the item back and go to customer service and we will address your concern”.
So you have to bring it back, they will refund you, but they want the item back and no they will not also reimburse you for the gas, oil and wear and tear on your car for having to bring it back. Bringing it back is on you and your time. They are there to help you when you do bring it in.
Our SOP addresses a buyers request the same way, We are sorry to hear this [no admitting fault], bring it back [so a return is a common place procedure], the store gets a store to inspect, the store gets a chance to sell the item by the pound as scrap and in your case, repair the back pack and resell, and you get to decide how much of a refund [which Ebay will ask you after the item is sent back], Ebay sees then when the tracking number kicks in, and lastly, you have the option to refund an amount that reimburses you for the return shipping if you think they did the damage and your descriptions were spot on.
Good luck,
Mike at MDC Galleries and Fine Art in Atlanta
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I really appreciate the responses.
She did not send photos, but she offered to. She has not opened a case yet, this is just messages. That is why I am not sure if I should tell her to open a case, or just do nothing and wait for her to open a case on her own. Or…she can do nothing and just leave me negative feedback. If she does open a case it will surely be INAD.
She does not want to return the backpack, she just wants her money back. And we have not even discussed the partial refund. This is just what my Selling Specialist from eBay suggested, that I ask her if she would be okay with a partial refund.
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At a minimum, I would request pictures. For all we know, she sends a phony message after receiving each item to see what she can get for free.
After receiving the pictures, I would send the $15 and declare her the winner. It’s not worth my time, effort and the hassle, to go to battle over a $15 item. It sounds like she knows the system.
Once you do that, you won’t think about her again.
Good Luck
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Request pictures first. Most of the time that will be the end of it. I just had a buyer ask for a refund for a “piece of junk” Craftsman electric engraver. He claimed it didn’t work, it did. But he also stated he took the engraver apart and found bare wires inside with no electrical tape. If he does decide to return he has violated the ebay policy of returning items in like condition. Got’ya.
I think there are some buyers who just test the waters for a refund. They want to get emotional about an item and try to get the seller involved. Stay calm and move on. It ain’t worth the headache. -
Ask for photos. No photos? Okay, open a return and say you’ll cover return shipping. 9 times out of 10 they’ll go silent.
Sale price of the item definitely plays a role in how much time I’d spend with this, though. If things are getting hairy, I’d dump the $15 on them right away and move on. This is why I typically avoid pre-owned/used items under $20 – less guess-work for new items.
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Thanks to all for the responses,
She did provide photos. It wasn’t nearly as damaged as she claimed. I don’t feel right about rewarding her with a refund for damaging the item after receiving it, but I did it anyway, just to be done with it. Meh.
Luckily I don’t get many of these types of situations!I’m so grateful to you all, thanks again. 🙂
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I know you’ve resolved the issue with your buyer, but just for anybody else reading this, buyers are not allowed to clean or modify items they aren’t happy with. As soon as they do, it voids their opportunity to return.
I had a lady claim there was a mark on a coat. Wouldn’t send a photo. I offered a return. She went silent. Two weeks later she messaged me saying she had taken it to a dry cleaner, didn’t like the results, and wanted to return. The case closed in my favor.
Unless this policy has changed and I didn’t know it, buyers are not allowed to clean or modify items and then ask for returns.
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