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How to deal with unhappy ebay customers?

Discussion in 'Ebay' started by Jimbo92, Jan 8, 2016.

  1. Jimbo92

    Jimbo92 Newbie

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    First off, thanks to everyone on here for posting all your ebay guides.. They have been really helpful and I am already on a good track...But, that's beside the point..

    So, I used the amazon to ebay trick and made a small profit..The customer immediately contacted me and told me it was the wrong color.. I offered a refund and they told me only if I paid for the shipping.. I then offered to send them a label or have usps pick it up, so they tell me they dont have a printer...But now the more they talk to me, they more i think they are just having buyer's remorse.. Granted, it was a cheap item, but now their story is it was a gift and their son didn't like it and "please include *item* that it was supposed to come with"... But everything was included.......So,once again, I told them USPS can come by to pick it up.. They responded with "could you just send *different item* instead?"....Granted, in the picture it was a different color, but that was a mistake on my end (really it was amazon) that I have already fixed.

    Now, my question is. How do I handle this? Just refund the money? I can see that this person is not wanting to return this item. This was the last message i recieved:



    But, They received everything as described in the posting.. Granted it was a different color.. But really IMO, they got a better color ANYWAYS...


    So, what should I do?
     
  2. MisterF

    MisterF Jr. VIP Jr. VIP

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    Depends on the value, how much you'll lose in profit and how much you value your seller feedback.
    Sometimes better to take the small hit and keep the good feedback scores.
     
  3. apex1

    apex1 Junior Member

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    That's the problem with Ebay, people know if they complain they can get a refund (and often keep the item as well), or in certain cases they can claim the item never arrived and get another one free.

    This leads to people bitching about every single item they order regardless if they like it or not, just to try and get it free.

    If you're only making a little profit it's not worth it...

    Ask yourself this...

    Can you scale it big to make better profits? If so can you handle the higher volume of bitchy customers?

    Is it possible to flip higher priced items for better profit?

    Is it possible to strengthen your return policy so customers can't leverage it against you so much? (force them to pay return shipping etc)

    Is it possible to sell items in a more mature niche that are less likely to complain?
     
  4. Jimbo92

    Jimbo92 Newbie

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    I really appreciated the advice guys! Oddly enough the seller just left me positive feedback and said "Sorry for all this, it is a nice piece"
     
  5. MisterF

    MisterF Jr. VIP Jr. VIP

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    funny ole world innit :)
     
  6. toml3030

    toml3030 Elite Member

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    Bring duct tape, a shovel, a garbage bag, and some towels and meet me in front of her house in three hours. Oh yeah, also bring $5000 in $20 bills to cover my fee.
     
  7. PapyrusMan

    PapyrusMan Newbie

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    I generally, (if the margin is there) let it go and try to make the customer happy. Generally the stuff I list has a decent enough markup for me not to care.
     
  8. Imma_Noob

    Imma_Noob Junior Member

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    Be sure to add the buyer to your block list!!!
     
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  9. fadale07

    fadale07 Newbie

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    i think just refund them
     
  10. Seif Tunisia

    Seif Tunisia Newbie

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    Sometimes it's not that simple!
     
  11. dys872

    dys872 Junior Member

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    The only way is to say yes to everything and give them some more on top.
     
  12. Jesse Custer

    Jesse Custer Regular Member

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    Treat every such complaint as an opportunity. You can pick up a lot of return business with how you handle complaints.

    Rightly state they need to send it back for a refund - i.e place the onus on them as well.

    Unfortunately, you don't want a paypal dispute because they will always find on the buyers side. It's a sad fact of ebay that for every hundred sales they'll be a couple of buyers like this.
    I had a month recently where there were 2/3 in a row....You need to budget for it accordingly - especially in your profit margin.

    The funny thing is, it usually tends to be the lower priced items.
     
  13. toml3030

    toml3030 Elite Member

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    I disagree with this because in my experience 2% of the people cause 90% of the problems. If you did something wrong yes, treat it as such, but for dumbasses who don't read the product description, whine about shipping time when it's clearly stated in the listing, or want to return things even though there is nothing wrong with the product, I'd much rather not deal with them. I love money, but I don't need it that bad to deal with that 2%.
     
  14. Jesse Custer

    Jesse Custer Regular Member

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    You are of course correct - to a point.

    I have two transactions that illustrate this. One was a drum I brought in Iran. I put a video on my listing of someone playing the drum and measurements. The guy (who lived in Beverly Hills - go figure) got the international express package and wrote "It's too small". So I had to refund him. People like that I don't need. However, he didn't give me a neg so I must have done something right.

    This past week, a customer complained that some wood sticks were too straight. I kept it polite and professional and in the end he refused a refund and told me he was happy I cared about the product. He even said he would buy from me again.

    It's hard to screen the 2%. I have it so they must have a credit card linked to the account and not zero feedback (I think off the top of my head). Of course - your experience will vary.
     
  15. ktothating

    ktothating Newbie

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    you coulda tried to send a small refund to ur buyers and let them keep what you shipped them
     
  16. Ste Fishkin

    Ste Fishkin BANNED BANNED Jr. VIP

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    Change your returns policy immediately so make sure if the buyers responsibility to return the item to you.

    Ask if its been opened, if it has they have no grounds to return the product.

    And did you actually fuck up the colour when you ordered from amazon or is the customer talking shit?
     
  17. grafx77

    grafx77 BANNED BANNED

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    Your situation is pretty cut and dry....

    If your description matches what the buyer received, then your not at fault. If they are having "buyers remorse" and simply want to exercise their right for a refund (if you have a refund policy) then it will be up to them to pay for shipping. Once you receive the item, you will then give them a refund.

    If you actually sent them the wrong item, then you would need to pay for shipping.

    It's as simple as that!
     
  18. epimetheus039

    epimetheus039 Jr. VIP Jr. VIP

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    Give the buyer few options.
    1) offer partial refund where you would be at a small loss or at even
    2) be persistent to have the item returned for a correct one

    If the buyer opens case to return it, he would have to have the label printed and sent the item to you and that will be demanded by ebay.

    All open cases opened after Jan 20 are going to be irrelevant due to the upcoming policy change on Feb 20, so it depends if this buyer bought the item in January or December. If in January you can do whatever, if in December, that will affect your defect rate for the upcoming evaluation on 20th of Jan.