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Has anyone had issues with eBay phone customer service being unavailable? That option is gray and “unavailable” on the website. My customer issue is that I sold a new, in the package wig to a customer. There were 12 photos and an accurate description of the wig. When she received it, I got a rude return request, saying it did not match the description or model number, that it was short, bristly, ugly, and she wanted to return it, etc. The return was automatically accepted, so I did not engage in any back-and-forth with her (I felt like that would be like putting my foot in a bear trap). She shipped it 1 day past the deadline. I received it today, and she shipped it without the box or packing (which included a protective hairnet, box insert, etc.). She went one step further and shipped it with dirty, used restaurant napkins with what appears to be dried mustard on them, and part of a torn off food wrapper. The box was only partially taped shut and the bottom flap was open. Totally gross. Snarky note also included. For my part of the issue, I believe I did enter the wrong model name and number in the listing. However, the description was very accurate and there were TWELVE photos of the wig on a styrofoam head from all possible angles. I think she just didn’t like it (maybe she just looked at the model number and didn’t look at photos or description) and wants off the hook for shipping. I don’t feel like I should have to refund her full amount, since it was shipped back without everything that was shipped to her (storage box, hairnet, etc.) and it was shipped with her gross used napkins with food on them. Any recommendations on how to handle this or how much of a refund is appropriate? I’m sure I’ll get a negative because I think she is looking for a fight, but I’d rather deal with that than let her get away with being such a hag. Trying to choose my battles wisely. Thanks!
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I’m sure R & J can chime in on this, but I swear I’ve listened to the podcast before and they said you could refund less than the full amount if it wasn’t recieved in the same condition it was shipped in. I think it’s for people that have 30 day free returns though, I may be wrong. Was it a regular return or an “Item Not As Described” (INAD). If it’s an INAD, it might be harder to argue, they are typically a bigger pain than a regular return.
Looking forward to reading other’s responses
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Yeah, I’m not sure what your choices are on that return, we have the ability to not refund the full amount. We do it in cases like this where the buyer is abusing the return.
The buyer can dispute our “less than full refund”, but it gives us a chance to plead our case to eBay.
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Even if you can’t reach customer service by phone, you can dispute the return through written forms on the Ebay website.
When you receive the negative – 2 things.
1. The world will not end. People will continue to shop at your store.
2. You can respond to the negative feedback. Your response will show up right below the crazy customers rant. While you need to stay factual, you should let others now that the customer returned the item in poor condition.
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This is the kind of buyer who usually, in my experience, leaves feedback which is easy to get removed. Don’t panic. The option to call customer service won’t be grayed out forever and if the buyer drops a neg on you, you will have a strong case to get the neg removed. You have a textbook case for not refunding the full amount since you didn’t receive the item back in the same condition (or even particularly close). Just be patient and kind with the rep and you’ll be fine.
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