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How to protect myself from entitled/scamming buyers?

Discussion in 'Ebay' started by TonySpaghetti, May 7, 2013.

  1. TonySpaghetti

    TonySpaghetti Newbie

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    I sold a brand new, sealed tablet last week for $200.

    This was my return policy: "No returns or exchanges, but item is covered by eBay Buyer Protection"

    Today he sends me this email:
    I set up the tablet tonight and it froze up I cannot shut it off or do anyrthing with it I tried calling the assistance number that was in the box but the number is no longer in service and no fowarding number was listed. I am unhappy with this product what can we do to fix the problem.


    Thank you

    What should I do here? I'm thinking of not even responding to him...

    .
     
    Last edited: May 7, 2013
  2. nirose

    nirose Senior Member

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    verify the damage and help him. If not responding to him is the level of support you want to offer your customers then you'll be out of business sooner or later.

    Regards
     
  3. mak3r

    mak3r Senior Member

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    That's not cool at all.
    If you want to have long term business you better treat you customers better.
    specially if it's your fault there's something wrone with the tablet
     
  4. Furious George

    Furious George Supreme Member Premium Member

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    Well, ya know..... he paid 200 bucks for something that is broken.
    I wouldn't consider him "entitled" or a scammer.

    Take the return and return it to where you got it.

    However, it should be under warranty... if it is in fact new.

    As nirose stated, verify the damage and HELP him. Don't be an entitled seller.
     
  5. systematic

    systematic Regular Member

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    This x 1000. It doesn't even sound like the guy is demanding a return yet. He just dropped $200 on something that froze up on him out of box, how would you feel? I'd be a hell of a lot more pissed than he is. You need to be there with some simple customer service instead of clinging to the return policy technicality like a douche.

    That said, I run an ecommerce site with a clearly stated "all sales are final" return policy, and from time to time I'll get a customer claiming their product arrived damaged. Despite the policy, I pretty much always provide refunds. You really need to view this as an opportunity to interact with a customer, because at the end of the day (and especially if you're running an Ebay business) you want the customer to have as positive of an experience as possible. Even if it starts out bad, there's still time to turn it around and get a positive review. Customers are usually very patient, most are not scammers, they just want what they paid for. Here's how I handle it:

    1.) Apologize for the inconvenience, respond quickly, and ask for a picture of the broken merchandise for your records. (in your case you might want to ask for a video). Simple smartphone pics/or videos will do. There's only been two cases in which I refused to process a refund in the past. In one, the pictures indicated that the customer damaged the product themselves after they received it, and they later admitted to this. In the other, the customer refused to provide a picture of the "damaged" product, so I pretty much knew they were trying to "2 for 1" scam me.

    2.) If the product is really damaged and it's your fault, own up to it and apologize profusely. This is your chance to show the customer that you are an honest reliable business, and that you're going to make things right.

    3.) If they are willing to ship the product back offer them a full refund + cover their shipping costs. Yes, you might be out $10-15 in shipping, but it's a lot better than a pissed off customer writing a scathing review that keeps other customers away.

    I know it all sounds simple, but you'd be surprised just how many businesses take your approach OP, and it's the wrong one. Most of the customers I've provided refunds to actually end up becoming repeat customers. You have to see the big picture.
     
  6. ilovestocks

    ilovestocks Junior Member

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    I would tell him to return it for a refund. If you ignore him, he will probably file a dispute with eBay/Paypal and they will refund him anyway with your money. If this happens, you could be out of the item and your money. Sometimes the buyers don't send the item back and still get a refund. This kind of thing happens a lot, especially if the buyer is pissed. The big thing here is to make sure he sends it back so that you can refund him. Like others have said, you will need to refund him shipping as well. I may be wrong, but this one doesn't sound like a scam to me. It's just a price to do business, crappy things are bound to happen from time to time.
     
  7. TonySpaghetti

    TonySpaghetti Newbie

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    If anyone cares I decided to engage him and he returned the item and I refunded him his money.I still don't think I should have, I'm just an eBay seller - I'm not Best Buy. But to play the eBay game you have to play the eBay rules.
     
  8. TedNugent

    TedNugent Junior Member

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    The worst thing you can possibly do is ignore him. Figure out some way to verify that the tablet is actually not working. I have no idea how you would (I dont sell consumer electronics) but Im sure you can find a way. After that figure out some way to make him happy. Its all about customer service.
     
  9. smttleads

    smttleads Newbie

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    You really want to ignore him when you are running an ebay business and not some established big shop business. Dont burn yourself with the negative feedback if provided.
     
  10. mgold

    mgold Newbie

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    Yes totally agree with most chaps on here. It's pointless in the long run.
     
  11. chewz

    chewz Newbie

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    I'd be pissed if that happened to me
     
  12. writerhere

    writerhere Junior Member

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    At the end, the buyer feels that you are the scammer. Because you sold a $200 tablet that is broken. Please help your buyer asap!
     
  13. Edekski7air

    Edekski7air Newbie

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    Always reply, It shows that you care!