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Buyer complaining! Help!!!!

Discussion in 'Ebay' started by munny, Mar 25, 2013.

  1. munny

    munny Registered Member

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    Hello,

    2 months ago i sold a product on ebay with good faith that it was real (as i never want to mix with fakes), today i got an email from a buyer saying the product is fake as they checked with a shop and they wont give the product back. The buyer wants a refund off course.

    I dont know what I should do, i mean for all I know the buyer is just making everything up, or on the other hand my supplier actually lied to me and it is actually fake.

    I mean i dont want any trouble with the police, i rather take a loss then deal with all that crap.

    So i want to know my rights and any advice in what i should do.

    Should i just refund the buyer and take a loss, or should i stand strong and let her do what she wants.

    Any advice will be helpful.

    Thanks
     
  2. hustleup

    hustleup Regular Member

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    they have to give the product back
     
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  3. bertbaby

    bertbaby Elite Member

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    Take the product back and do your due diligence with your supplier. What's the big deal?
     
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  4. whynotmakeit

    whynotmakeit Power Member

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    Tell them to return the product and you will give a refund. At least then you can sell again (as fake this time) and get some money back. They are not entitled to keep the product AND get a refund.....
     
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  5. OldSalt

    OldSalt Moderator Staff Member Moderator Jr. VIP Premium Member

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    If they claim to have given it to a shop to have it checked out and the shop won't give it back, then they must give you the shop name and contact info. Then you contact the shop and determine what they are basing their fake claim on. If the person refuses to give you the shop info, then they are trying to dupe you IMO... keep your email transactions to show you are trying to work in good faith to resolve this - and always keep your cool.
     
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  6. munny

    munny Registered Member

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    Thanks guys, legally can the police do anything to me?

    Btw i told her i needed the shop name and contact info.

    And she replied asking for proof it is real, and that the shop just took her details and gave her nothing

    Ok, she said, its selfridges in oxford, and they want proof from me where the bag was bought from.
     
    Last edited: Mar 25, 2013
  7. tmark30

    tmark30 Registered Member

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    Is it a brand name product? If it is you should ensure you retrieve the product and then refund you should also do your due diligence before selling more of the product.
     
  8. ijof9

    ijof9 Power Member

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    Before taking the product back, ask your customer any and every single bullshit questions you can think of.
    You have to feed the questions one by one, and make him answer all of them.
    Be vigilant, notice if something doesn't make sense. Ask for clarifications.
    Here's how you start:

    1. Do you still have the boxes and labels/manuals/cds?
    2. Can you please send us the product number (serial)?
    3. The serial number is incorrect, can you please photograph the box, bottom of the product and mail us the labels, IMEI codes, etc.?
    4. What excuse did the shop gave you?
    5. What exactly is wrong with the product.
    6. etc etc etc

    Ask all these questions, and if something doesn't make sense, make sure to point it out. Make sure you tell the customer that all this information is required before any returns can be accepted. Use your supplier as a scapegoat, so start by saying "the supplier asks that you inform us " bla bla bla. And say in your e-mails "sorry for all the trouble", "thank you for your patience", "we're doing the best we can to help", "we know it takes longer than expected" those kind of stuff. It will save you from a bad experience and bad reputation.

    After all that, you can safely accept the item back and work it out with the supplier. But always check out the customer first. 85% of the time, customers are lying.

    Also thread title should be "buyer complaining!" not seller, as far as I understand.
     
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  9. munny

    munny Registered Member

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    ooops, yea its "buyer" complaining, hmm i cant edit now,

    it was a branded product, she said to me "selfridges took the product without giving me anything, they asked me to provide further proof from the shop it was bought from, before selfridges can return the product back" also the receipt i sent with the product she said it turned out to be fake i.e the contact number was wrong and the "actual" brand have asked her to send it to the fake depot place where it would get destroyed.

    my supplier says he can get a certificate etc, but we'l see.


    p.s i dont think il be selling anything like this before, just cant trust anyone these days, as i cant 100% trust my supplier is telling the truth
     
    Last edited: Mar 25, 2013
  10. favorshows

    favorshows Regular Member

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    In the future I would recommend that you write in your terms that you accept returns within 7-14-30 days after the item has been delivered, in the original package and they have to pay the shipment back.
    I would suggest that you contact your supplier and ask if the product is genuine and and if he can vouch for it in case the police gets involved. This should make him answer thruthfully if it's legit or not.
    If it's fake the wises thing to do in my opinion is to refund the customer and then you should ask for your money back from your supplier as well.
     
  11. Laser42

    Laser42 Junior Member

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    They are probably lying. In my experience a large majority just are looking for a freebie. Often there is nothing that can be done about this as eBay always sides with the buyers, unless you are a power seller or have incredible feedback and tenure.

    I once had a buyer complain that the item I shipped her was a fake and it had been confiscated so she could not send it back, the problem was that it was not a fake, and it did not arrive to the buyers house till the day after the complaint.

    I just gave her a refund, I could not be bothered with getting E-Bay involved because of the items I was selling. I also only had 1 or 2 feedback at that point.

    Incredible what people will do to save $8 Dollars.
     
  12. ijof9

    ijof9 Power Member

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    Selling cheap items inherently attracts more of these customers.

    HK has a habit of sending me wrong items, and they don't even mention a return address.
    Last time I bought a converter twice because they sent me a keychain with hello kitie instead.

    I could've neg-repped their asses but for $3.99 there's no point in doing so. I just gave it to my nephew.
     
  13. cro-mag

    cro-mag Power Member

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    This is PURE bullshit, why on earth will the buyer pay for the seller mistakes???

    Recently I have been in a situation like this, I ordered something and the seller sends me the item with with 2 measures short.

    They just put their own label with the measure I ordered , and left the real lable from the supplier with the real measure on item also, and I had to pay for the delivery twice, and I got the refund after 2 months ....

    Anyway this thing that the buyer should pay the shipment back is complete bullshit and no one should accept it(lesson learned)
     
  14. OldSalt

    OldSalt Moderator Staff Member Moderator Jr. VIP Premium Member

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    Contact that store directly and determine if they do have what you sold the customer. If they do, then deal with them - if they don't, then try to get them to provide you something in an email that they don't have it because that would mean that your customer is attempting fraud.
     
  15. unclemike

    unclemike BANNED BANNED

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    ^Exactly, They have to send your product back in order to receive a refund. And I would use the eBay system and keep
    records of every email and form of communication made to show PayPal and eBay. Furthermore do not worry the police are not
    going to be knocking at your door. But your eBay account or PayPal account could be in trouble if you do not handle this properly.

    Keep us updated.

    Cheers,
    Unclemike
     
  16. bertbaby

    bertbaby Elite Member

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    Stop worrying about the police and you should worry more about your eBay account. Placate the customers; as others have said the seller is always assumed wrong. Be cordial, tell them to send it back and give them the refund. Now confirm if the product is real and do damage control.
     
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  17. favorshows

    favorshows Regular Member

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    If it was not that obvious, then I'll clarify myself. This obviously should be used only when "you" the seller, sell something that is absolutely legit and you know that there isn't ANY reason for discontent.
    Now obviously if you send a broken item, clothes that aren't the same measures you wanted etc... it shouldn't be the buyers fault, however bear in mind that the seller can't know whether you are actually telling the truth or lying in order to get a refund, because you don't like the clothes or you just changed your mind and are searching for a way to get your money back.

    So the bullshit isn't as pure as you make it out and if you are not sure about the seller, then just don't buy from him.
    Also as far as I know absolutely all over the world when you buy something from the internet, you have to pay the shipment back if you aren't happy with it(for multiple reasons), otherwise sellers will go out of work by the competition. They will order 5 items and just ship them back couple of times. If 10 competitors do that the seller will be soon out of business.
     
  18. cro-mag

    cro-mag Power Member

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    Well I wouldn't have said anything if I wasn't 100% positive that they sent me the wrong item

    and also this pay the shipment back in the eyes of a legit buyer screams like something will be wrong with the item you ordered

    thats how I see the things now after I have been screwed up by those retards.(I wouldn`t have been so mad at this if they would have apologized for their mistake, they were acting like they don`t give a shit on my complaint ....)

    anyway enough with my rant here ....




    Sent from my HTC Sensation 4G using Tapatalk 2
     
    Last edited: Mar 26, 2013
  19. favorshows

    favorshows Regular Member

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    Btw absolutely every single time that I have ordered from another country I got screwed(didn't get exactly what I ordered), so I definitely know what you mean :)
     
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  20. unclemike

    unclemike BANNED BANNED

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    It is not bullshit if it is clearly explained in the terms of service.