02/24/2020 at 8:41 am #74312hamrfulParticipant
- Location: MA
I sold a pair of bookshelf speakers that originally came as part of a surround sound system. For some reason the new-to-eBay buyer (7) was expecting the entire system and sent a message stating that it was a ripoff. The posting did not mention the inclusion of cables, any other speakers, or controller. Do I 1) not respond, or 2) respond and mention that I’ll refund the purchase price once they’ve been returned, or 3) something else?0
02/24/2020 at 10:13 am #74320IndySalesParticipant
If you do want to message them, just be firm: “Pictures/description indicated it was just the bookshelf speakers and not the full system.”
Here’s how this can play out:
1) They open a return under missing parts/INAD. You’re covered in this case and can refuse a full refund. You’ll get the item back and have to relist, but this is a reality of selling on eBay.
2) They leave negative feedback, which you can have removed by citing your description/pictures + the message they sent you.
There’s other fringe cases, but I wouldn’t worry about them.
In the future, make sure any model number related to the complete surround sound system is stripped from the item specifics. Having it in the title/description is okay, but in some cases having that detail in the specifics will show a stock image of the full system.0
02/24/2020 at 10:20 am #74321
I would do #2, tell them that you are sorry that they didn’t understand that the whole system wasn’t included and that you take returns.
While it may result in you having to take the return and pay for shipping, it will show that you were being professional and willing to work with the customer. That may help in removing negative feedback.0
02/24/2020 at 11:51 am #74326hamrfulParticipant
- Location: MA
I sent this:
These speakers have a 30 day return policy. Once they are returned a refund will be issued. The return process can be found by looking at your purchase history, https://www.ebay.com/myb/PurchaseHistory, and selecting the option to “Return this item”.
And received this from the buyer:
Already in trash. Next time tell purchasers doesn t include wires or MAIN speaker.0
02/24/2020 at 2:06 pm #74335MDC GalleriesParticipant
- Location: Atlanta
Yes, agree with Sharyn. This is what we do, plus we offer free automatic returns. We also always, reply once, stating approx. what Sharyn said.
That’s it. We ant every customer to be happy. If they are not, then file for a Return, state your reason and Ebay issues then a shipping label and tells them they have 5 days to send it back. Once we get it, we will inspect it and if all is well, we will refund. Easy as that.
I think the Ebay Auto return program is great and takes many people just phishing by surprise. as soon as they ask for a return and click, they get a return label. Too much trouble for most busy people to pack it back up and return it.
Yes we pay for return shipping and it’s part of doing business, but so few actually do the return. 90% of the time if not more, you never hear from them and if they leave a neg. feedback, Ebay takes care of it.
Mike at MDC Galleries and Fine Art0
02/24/2020 at 2:10 pm #74336
Mike – You have better luck than me. I would say about 70% of my buyers actually return the item.1+
02/24/2020 at 12:33 pm #74329
Could be that he is seriously pissed, or he could be trying to get a refund. You did what you needed to do as a seller. The only thing now is to wait and see. Hopefully, he will go away.
This happened to me years ago when I was a newish seller. I sold a belt, and he said it was a woman’s belt not a man’s. It had an artsy belt buckle, but he could see the photos as well as anyone. I told him to return it, but first he said he gave it to a coworker. Then he contacted me a couple of weeks later and said that he gave it to a homeless man. In any case, he was trying to get a refund, but I wouldn’t without a return.0
02/24/2020 at 3:10 pm #74341ZachParticipant
- Location: Kansas City
“I am so dissatisfied that I … threw the item in the trash … gave it away to a person I don’t know … took a hammer to it… threw it into an active volcano… But I still demand a full refund (plus damages for pain and suffering)!!!”0
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