eBay sellers, what would you do?

[ihy138]

I sell a few things on eBay occasionally, but am by no means an eBay business. I sold a leather charm bracelet that I never used (similar to Pandora) for about 10 bucks. The person received it, left positive feedback, and said it was as described. A few days later, she wrote me and said that the bracelet had broken and she wanted a full refund.

My first inclination was to not refund her, because who knows how she handled it that led to the bracelet's breaking. She keeps asking me to "back my product" and be a good business person. She has opened a case. How would you guys handle this?

 

[momhappy]

You may not even have any choices in the matter. If the buyer opened a case, EBay will decide your fate. I would get on the phone with EBay and explain the situation so that it is documented. What is your return policy? Is it clearly stated in your auction listing? Not that it matters all that much if a case is filed, but if you have a "no return" policy, then make sure that you mention that to EBay. I don't have any experience with your exact circumstances (a purchased item that is worn and then breaks), so I don't know how EBay will respond. EBay typically protects their buyers though, so be prepared to be forced to accept a return and refund the buyer. However, if the buyer has already left positive feedback, then they could rule in your favor. I hope that it works out for you - keep us posted because I'm interested to see how the issue is resolved.

 

[tweeter8177]

As an ebay seller, I am interested too on how this is resolved. I can say that ebay is all about protecting buyers not sellers in my opinion. It gets really frustrating. The only thing I would worry about is whether the buyer can change their feedback to negative, because for $10, it isn't worth getting negative feedback. I would ask ebay for sure. Sorry I can't offer any better advice. Good luck and keep us posted!

 

[ruby59]

http://pages.ebay.com/help/policies/feedback-ov.html

From what I am understanding (see above) once a buyer leaves positive feedback, they cannot change it. All they can do is leave a follow up comment.

 

[ihy138]

Thank you all for the really helpful advice. I took it and called eBay myself to figure out what my options are. They looked through the correspondence between the buyer and I and ended up closing the case and siding with me. I was shocked because eBay so notoriously protects their buyers.

They asked me a key question. They made sure that the woman indicated that SHE broke the bracelet and that it did not arrive broken. She had been pretty clear about that in her messages. Maybe I lucked out and got some lenient. Because they sided with me, they removed her feedback completely from my profile so that she would not be able to retaliate with negative feedback. Hope this experience helps someone in the future!!

 

[JewelFreak]

Wow, that's super! Good for you for taking the bull by the horns. I'm glad it worked out -- the negative feedback issue is more important than the 10 bucks. Cool job.

--- Laurie

 

[momhappy]

Thank you all for the really helpful advice. I took it and called eBay myself to figure out what my options are. They looked through the correspondence between the buyer and I and ended up closing the case and siding with me. I was shocked because eBay so notoriously protects their buyers.

They asked me a key question. They made sure that the woman indicated that SHE broke the bracelet and that it did not arrive broken. She had been pretty clear about that in her messages. Maybe I lucked out and got some lenient. Because they sided with me, they removed her feedback completely from my profile so that she would not be able to retaliate with negative feedback. Hope this experience helps someone in the future!!

Good to hear. The fact that you called probably helped to facilitate the process in your favor. Every once in a while, you get an EBay Customer Service Rep who actually cares and it makes all the difference.

 

[tweeter8177]

Wow, that is great that you got this resolved in your favor!! Thanks for the update!!!

 

[ihy138]

Thank you all for the help! My husband also thought that it was resolved in my favor because I called. Who knew?!

 

[Andelain]

Do yourself a favor and block that bidder, so she can't buy something else just for the chance to neg you.

 

[WinkHPD]

I sell a few things on eBay occasionally, but am by no means an eBay business. I sold a leather charm bracelet that I never used (similar to Pandora) for about 10 bucks. The person received it, left positive feedback, and said it was as described. A few days later, she wrote me and said that the bracelet had broken and she wanted a full refund.

My first inclination was to not refund her, because who knows how she handled it that led to the bracelet's breaking. She keeps asking me to "back my product" and be a good business person. She has opened a case. How would you guys handle this?

As a business, here is how I handle such claims.

If I believe the claim is bogus and probably the client's fault, I refund promptly and cheerfully and put that client in my Do Not Sell category.

If I believe the claim has merit, I profusely apologize while issuing the refund.

If there is ANY question what so ever, I apologize profusely while assuming that the fault is mine.

As business people we will have "mistakes" happen, and I believe that it is important to own those mistakes. The good will generated will greatly outweigh the expense. We will also have abuse against us happen, but if we have quickly refunded and put that person in the Do Not Sell category, they can not then credibly cause us issues.

In your case, even though you are not a full time business, you do not need the stress of worrying over a $10 sale. Give her back her money, once the item has been returned of course, and write her out of your life. You will sleep better and she can go bug someone else.

Wink

 

[Andelain]

I consider Wink to be a wise man, this post doesn't disappoint.

 

[ihy138]

Do yourself a favor and block that bidder, so she can't buy something else just for the chance to neg you.

That is an excellent idea. Done and done! She doesn't seem that crazy, but who knows!

 

[ihy138]

As a business, here is how I handle such claims.

If I believe the claim is bogus and probably the client's fault, I refund promptly and cheerfully and put that client in my Do Not Sell category.

If I believe the claim has merit, I profusely apologize while issuing the refund.

If there is ANY question what so ever, I apologize profusely while assuming that the fault is mine.

As business people we will have "mistakes" happen, and I believe that it is important to own those mistakes. The good will generated will greatly outweigh the expense. We will also have abuse against us happen, but if we have quickly refunded and put that person in the Do Not Sell category, they can not then credibly cause us issues.

In your case, even though you are not a full time business, you do not need the stress of worrying over a $10 sale. Give her back her money, once the item has been returned of course, and write her out of your life. You will sleep better and she can go bug someone else.

Wink

Wink, that's really great advice - thanks for your input. I do feel guilty for not refunding her, and a bit ruthless for not doing so. I do care most about my standing with eBay, so I'm glad that was not impacted in this instance. You are right in that 10 dollars is not worth it.