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As this was happening, I thought to myself, let’s just see how far this goes as an experiment. But I am very curious to know what you would have done. Would you have handled this differently?
Customer purchased a set of 4 tea cups for $15.00 at 50% off (I accepted the offer after having the item for two year.) Total purchase with shipping is $36.53
She had the item for a week and sent a 5 star positive feedback that the item is flawless and as described.
About 40 days after item arrived I get an email that there is a chip. Then she says no not a chip but a manufacturing flaw on the rim (which turned out to be a tiny spot of paint close to the rim, which is painted a darker color) and therefore she cannot use the whole set.
I replied very politely that I don’t accept returns after 30 days and that she already stated the item was flawless and as described.
She replies that I should just refund her for one cup so that she can go to replacements.com and get another cup. I said that I am sorry, I cannot do that.
She opens a return on Ebay. I decline the return. Case closed.
She opens and escalates a refund on Paypal. They side with her but she first has to return the whole thing to me and then they will refund her. She does not respond and the case closes in my favor.
About a week after PayPal case has closed, she opens a case with her credit card company. This forces PayPal to deduct my account for the full amount of 36.53 PLUS $20.00 fee.
At this point it can go either way: if her credit card company sides with her, she gets her refund. If they side with me I get back my money plus the $20.00 from PayPal. NOTE: PayPal says that they get charged 150.00 on reversed charges. It could take as much as 75 days to find out the results of this case.
Paypal says they will defend me and I provided all the information and back up that I could to help them do that.
So was it worth it to take it this far? What would you have done?
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Sigilini wrote:
As this was happening, I thought to myself, let’s just see how far this goes as an experiment. But I am very curious to know what you would have done. Would you have handled this differently?
Customer purchased a set of 4 tea cups for $15.00 at 50% off (I accepted the offer after having the item for two year.) Total purchase with shipping is $36.53
She had the item for a week and sent a 5 star positive feedback that the item is flawless and as described.
About 40 days after item arrived I get an email that there is a chip. Then she says no not a chip but a manufacturing flaw on the rim (which turned out to be a tiny spot of paint close to the rim, which is painted a darker color) and therefore she cannot use the whole set.
I replied very politely that I don’t accept returns after 30 days and that she already stated the item was flawless and as described.
She replies that I should just refund her for one cup so that she can go to replacements.com and get another cup. I said that I am sorry, I cannot do that.
She opens a return on Ebay. I decline the return. Case closed.
She opens and escalates a refund on Paypal. They side with her but she first has to return the whole thing to me and then they will refund her. She does not respond and the case closes in my favor.
About a week after PayPal case has closed, she opens a case with her credit card company. This forces PayPal to deduct my account for the full amount of 36.53 PLUS $20.00 fee.
At this point it can go either way: if her credit card company sides with her, she gets her refund. If they side with me I get back my money plus the $20.00 from PayPal. NOTE: PayPal says that they get charged 150.00 on reversed charges. It could take as much as 75 days to find out the results of this case.
Paypal says they will defend me and I provided all the information and back up that I could to help them do that.
So was it worth it to take it this far? What would you have done?
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It’s worth it to me since you’re not spending hours and hours on the phone. eBay and Paypal seem to be working as expected. If you can prove she received the item, that you take returns, that she has not returned the item, then you should be good. Seller Protection should kick in and make you whole.
When she opened a case with the CC company, what reason did she use? She got the item and hasnt returned it.
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Not sure about seller protection: Ebay is not involved anymore and Paypal has their hands tied right now since the buyer’s credit card company took the money from Paypal (in other words from my account).
PayPal customer service said it can go either way (for me or the buyer), they have seen it go both ways in this situation.
I just wonder if the Credit Card Company would be more buyer friendly since it is the buyer that make the money for them by using their company. It would not shock me if this buyer cancelled her CC if she did not like the results and I assume the CC company would take that into consideration.
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Paypal definitely has Seller Protection: https://www.paypal.com/us/webapps/mpp/security/seller-protection
We know selling online securely is a challenge for merchants. Our Seller Protection Policy will protect your online sales, minimize claims and chargebacks and help prevent merchant fraud. Go ahead, set up shop. We’ve got your back.
Do you know the reason she gave the Credit Card Company for the charge back?
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She claimed a defect which she called a manufacturing flaw on Ebay but then changed it to a chip on PayPal — this is after saying on Ebay review that the item is flawless and as described.
What she found is a dot right under the rim and still touching the rim that is likely from the paint that was used to paint the rim of the cup.
This is a vintage item, I assume the rim is hand painted.
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I will let you know how it comes out. It can take 30 days or more for them to make a decision.
I gave PayPal all the evidence of when the item arrived, how long she had it before she gave a 5 star review (8 days), etc. PayPal says they will fight on my behalf and I assume their own behalf since they get charged 150.00 if it goes in the buyer’s favor.
I would definitely feel vindicated if they rule in my favor.
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It does feel good to talk to you since I have been dealing with this for several weeks now.
I have NEVER had a bad buyer like this before. Everyone else has been great and we do everything we can to fully describe things and make sure the buyer knows what they are getting.
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I’ve had a case like this. Paypal rep outright told me over the phone that this was an open/shut case in my favor. Low and behold, a few weeks later they took my money and the 20 fee. You are screwed with a credit card reversal. If you call in and raise a stink, they may give you a one time credit. I did that a couple years ago. This time I just didn’t have any energy left for it since I had already fought the ebay fight and the paypal fight. I let it go.
Some people are just not good people and have no qualms ripping people off. For $20, the dollar I spent on the item, and the cost of shipping the problem went away. I’m ok with that.
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