How To Handle Customer Complaints? - Coin Community Forum

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Author	Replies: 13 / Views: 2,979
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 01:24 am I knew it happen eventually and after eighty sales it finally happened. A customer told me they were disappointed in a portion of a lot. I clearly listed that the specific item was damaged and how in the condition notes, and was shown in photos. The buyer who sniped the auction at the last minute wrote me a note saying she was bummed that item was damaged in the exact way I said it was damaged and shown in photographs. She wants a partial refund and I'm not sure what to do. The item was a bonus salvage item to a lot worth a small amount of the lot. However it was the only thing she wanted in it :(. The item was only $10 and shipping was $17 due to the great weight and distance involved. I don't offer refunds on my ebay site. Quite frankly I feel she is shaking me down since she obviously just bidded hoping to get something at a price far below market value expecting brand new items. So now not only did she get the items barely above costs she wants a partial refund. Do I offer her a few dollars just to try to get her to go away and ban her from future sales. I'm just afraid of a bad review. I know ebay would prob back me up since it was so blatantly obvious that she got exactly what was described. It's like if I was selling a pig with three legs. The photo shows the pig with three legs. The description says three legged pigs and condition notes says it. The title would be like a lot of farm animals, cows horses chickens and bonus pigs with no notion that one pig had three legs cause I ran out of words. I'm sorry if I whined too much, just didn't know what you guys would do. Report this Post to the Staff

colorado1 New Member United States 4 Posts	Posted 09/05/2015 01:42 am Um, refund all her money, tell her to ship back. And I think a loss of $10 is better than the loss of 100% feedback! Report this Post to the Staff
Pacificoin Pillar of the Community Canada 5394 Posts	Posted 09/05/2015 02:37 am If you want to get hammered by ebay be hard nosed . If you want to be successful work with the customer and give her back a refund . As an ebay seller you will not win. Report this Post to the Staff
kanga Pillar of the Community United States 5825 Posts	Posted 09/05/2015 08:23 am Quote: Um, refund all her money, tell her to ship back. Don't do a partial refund. All or nothing. And remember, return first THEN refund. Report this Post to the Staff
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 08:32 am What if she refuses to ship it back with that high of shipping? She's a ebay seller mostly so she should get a shipping discount but still it will be $12 atleast. Edited by Bertensgrad 09/05/2015 08:36 am Report this Post to the Staff
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 09:31 am I told her she can return it for a refund hopefully she finds that acceptable. I can part it out and sell it or just write it as a loss for my taxes. In this case does the buyer pay for return shipping and I just refund orginal shipping and purchase cost. Edited by Bertensgrad 09/05/2015 10:05 am Report this Post to the Staff
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 1:02 pm Customer of the year informed me that she has already given the item to her daughter and unwilling to gather the lot back up to return them :/ So now what do I do. Report this Post to the Staff
Pacificoin Pillar of the Community Canada 5394 Posts	Posted 09/05/2015 1:14 pm Then she has de facto accepted the lot. You can still get a negative from her though. To protect yourself as best you can save all the correspondence between you and her. Good luck these are never fun. Report this Post to the Staff
Broken-Coin Pillar of the Community United States 1812 Posts	Posted 09/05/2015 1:24 pm If I were in your position, I would offer her a refund and minus ebay & paypal costs... I would then BLOCK her... I registered with ebay in June of 1997 and while I have over 1,500 transactions and a 100% feedback rating around 800 as customers can only record one feedback rating reguardless of how many purchases/transactions transpired.. My last sale on the Bay was April 2006 when my online accounts were hacked into & forced me to replace my credit cards and closed my business checking account... With the changes made since then, my feedback means nothing as they didnot have the star ratings back then... My Opinion of feedback has changed since I started purchasing again, as I have found ebay has been taken over by scammers with 100% perfect feedback that sell fake errors as genuine... One of my pet-peeves is anyone taking advantage of the less informed, and when I encounter fake error listings I message the seller about the lack of truth in the description, I receive replies like "it's none of your business what I list" and " you don't know what your talking about" I then report the item to ebay & they do nothing about it... If ebay REALLY wanted to make it a "safe" place to buy & sell, they should post every question asked on that listing ~ in their listing... Not one question I asked under "I want to contact the seller" option has been added to that listing... If posting questions was listed for all to see, I guarantee there would be less fraudulent listings... The seller always has the option to reply... Feedback has nothing to do with how honest you are when scammers with 100% feedback are knowingly messing with people over, if anything, they are giving honest sellers a black eye... Since purchasing items on ebay for my grandchildren, I no longer care about my feedback and post Negative Feedback to those sellers with a 100% rating, and did just that... The seller was dumbfounded when I posted you screwed over the wrong buyer by listing multicolored items in 6 different colors & sending only two of the worst colors... The Seller replied he had the option to send whatever color he wanted... I then added; If you would have mentioned that in your item description, I would have moved on instead of getting ripped off, and BTW, I blocked you so I don't accidentally order from you again.. Any honest seller that gets unwanted negative feedback can always explain it in their listings... When I'm interested in a item I would like, and the feedback is 99 or 98% rating, I review their neg. feedback & most of the time it is over something stupid like "it took two weeks to receive my item" & "item broke after two days" on a $3.00 toy w/free shipping... *Family friendly altered a word or twowhile it was not cussing, it also was not child friendly (another reason I like this site)** Report this Post to the Staff
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 3:02 pm I gave her a $4 refund and blocked her. She said she only wanted a partial refund and was 40% of price. Report this Post to the Staff
Bertensgrad Pillar of the Community United States 1192 Posts	Posted 09/05/2015 3:12 pm ebay has been bad this weekend lol. Feel like having a closed sign haha. A guy went through and offered me $1 and free shipping for all of my best offer items haha. Big bulky somewhat heavy items most of them. He got blocked too Report this Post to the Staff
ErrorCoins222 Pillar of the Community United States 1699 Posts	Posted 09/05/2015 4:13 pm Sorry to hear of your troubles. When you're unsure of what to do, or of what will happen when you do do something, try to give ebay a call and see if they can help. Many times they will just tell you to suck it up, but if you ever have an issue with a high value item it may be beneficial. Report this Post to the Staff
Coinfrog Bedrock of the Community United States 94367 Posts	Posted 09/05/2015 4:20 pm First thing to do in a case like this is open a case in the Resolution Center. That way, neither of you can rate the other until the matter has been satisfactorily resolved, even if that takes E-bay's help. Report this Post to the Staff
cycc New Member United States 11 Posts	Posted 09/26/2015 10:42 am I've given partials but I try not to. IMO if a buyer is dissatisfied with an item I've described, then they should return it on their dime. But this is important - UNLESS I neglected to mention a flaw or if my images did not show a flaw or if the item was damaged in transit, then I'll refund shipping after they return it. Do not refund anything until you have your items back and in hand. I've read further down and see your buyer says she's given the item away. This is a case where I would not refund anything and take my chances with the feedback. ebay is becoming a bit "better" in regards to seller feedback reversals, so if she decided to ding your feedback, you could call CS and work to have it and any DSR dings removed. Save all messages and make sure you do everything through ebay's messaging system. They're not willing to read private emails. If she requests a partial and mentions feedback that's considered FB extortion and then it's in your favor. I've had fb reversed in the exact same circumstances you describe: you show the defect, you describe the defect and still the buyer complains and expects money back. There's a whole method of dealing with CS which I won't go into in detail, but it's important to be pleasant, modest, soft spoken, non-argumentative and tenacious, meaning if one CS doesn't help, another will. You're a newer seller so you have to have a plan for dealing with buyers, even sellers who are looking to get something for even less than what they paid. Edited by cycc 09/26/2015 10:45 am Report this Post to the Staff
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