Wants a refund because the buyer found it cheaper elsewhere? - Page 2

**Pete** · 30-10-2007, 07:38 PM

I'm in the minority here,I can see. I don't do ebay, but I do sell other stuff online, both downloadable and real goods.

I never refuse a refund, no matter how "right" I am and how "wrong" they are. I often tell them to just keep the goods, as well.

In this case I'd have said, sure, send it back and I'll issue a refund the moment it's in my hands.

Here is a copy of the sign I had in my mall location -

Return Policy: If you bought it here, you are welcome to return it.** We do require the receipt showing the purchase. After 30 days a 25% re-stocking fee may apply. Items must be new, in original packaging and suitable for resale.

Gift Exchange: We will gladly supply cards for you to give with presents, allowing the person receiving the gift to exchange it within 30 days. When the card is presented we do not require the original invoice.

Product Warranty: All of our products are guaranteed to be free of manufacturing defects forever! Due to the delicate nature of most of our products, we cannot guarantee against breakage. Electrical and mechanical products are subject to manufacturer's warranty.

Returned Financial Transactions: We don't like it either, but the fact is that our bank charges us if one of your checks is returned.
So, we must charge a fee of $ 25.00 for each returned item. Sorry.

Please be aware: Virginia Law holds you responsible for any breakage or damage caused by you or your children.

**No returns on oils. We cannot tell if they have been altered.

Remember - what goes around, comes around. Treat them right and they may tell a few others. Treat them poorly and they'll tell everyone they meet.

winny · 30-10-2007, 07:49 PM

And usually I'd agree with you Pete.

But this is clearly an ignorant buyer who instead of asking for a refund with a little class, went straight to threats and quickly escalated to rude!

I've refunded and not asked for the goods back on more than one occassion, but this buyer sounds like a complete horror!

Neg them and then when they come back with their follow up feedback, leave your own follow up feedback calmly about the buyer's conduct!

**MustHaveMobiles** · 30-10-2007, 07:55 PM

Quote:

Originally Posted by Dom

I did not guarantee anything and I do not want negative feedback.

The person has replied:

Looks like I am heading for negative feedback... anything I can do to prevent this (apart from refund)?

If you have kept the email he sent then report him for abuse via Ebay, I would as language like that is not acceptable. Its not your fault he found it at a cheaper price...

BillyA · 30-10-2007, 08:05 PM

... and no one forced him to buy from you!

CosmikDebris · 30-10-2007, 09:29 PM

Quote:

Originally Posted by BillyA

... and no one forced him to buy from you!

Yes, that is so true. When I am bying on Ebay, I research prices first to see what I can come up with and then go from there.
About a year ago I had a lady that was the highest bidder on a sealed Apple 60gb video. Keep in mind that this was last October when the 80gb was just released and I had a couple 60gb left. I started the bidding at .99 cents. Her winning bid was around $310 total.
She did not respond to my invoices at first and then she said i falsly advertised the Ipod, for in my listing it said "original MSRP price of $399" and you can get the 80gb for $349. I was polite and told her do do some research and she would find that this info was correct.
She then in my surprise paid for the Ipod and left me excellent feedback. I thought for sure she was going to back out of the sale and maybe also leave me at the best, neutral feedback.

Weedog · 30-10-2007, 10:33 PM

I agree with Pete no doubt

I know its very frustrating for you, But remember

The customer is always right ( Just grind your teeth and keep telling yourself this)
One bad customer is worth seven good ones

I would write this off to advertising

**greedyboy** · 30-10-2007, 11:03 PM

This is one thing the Americans know about - customer service. You can not find the same level of service anywhere in the world as you do in America.

The sad thing our culture in the UK does not accommodate 'customer service' and we as a nation do not complain enough or give feedback (I am not talking about eBay). A prime example is the excellent and outstanding level of service and after care you receive in John Lewis. This is the norm for a majority of businesses in America.

For instance, a poor meal in a restaurant, how many people actually complain? You just do not go back as it is not our nature to complain. Chicken and egg?

I am also guilty on both the above accounts.

As a very proud Englishman who loves this dear country more than anyone. The simple fact remains 'our' attitude stinks when it comes to 'customer service'.

**MustHaveMobiles** · 30-10-2007, 11:16 PM

The thing is this situation doesn't come under the realms of "customer service", when bidding on Ebay you enter into a legal contract to buy and you place a value on then item by placing your maximum bid. If you win then you should pay this in due course as that is what you entered into, it really doesn't matter if two days down the line you see the item for cheaper.

So if you underestimate the postage on an item will you approach the customer to pay the difference and what response do you think you will get....this is simply down to you!

"Customers" like this are business liabilities and as such I have no real interest in them, people may disagree but I believe in working relationships.

**greedyboy** · 30-10-2007, 11:29 PM

Quote:

Originally Posted by MustHaveMobiles

The thing is this situation doesn't come under the realms of "customer service", when bidding on Ebay you enter into a legal contract to buy and you place a value on then item by placing your maximum bid. If you win then you should pay this in due course as that is what you entered into, it really doesn't matter if two days down the line you see the item for cheaper.

So if you underestimate the postage on an item will you approach the customer to pay the difference and what response do you think you will get....this is simply down to you!

"Customers" like this are business liabilities and as such I have no real interest in them, people may disagree but I believe in working relationships.

Agreed. You can not class eBay customers as 'normal' customers. The majority are a bunch of idiots and time wasters to put it nicely! I am not knocking them, they put more than enough of food on the table for us every month.

eBay customers also have a lot of power due to the feedback system and therefore force above average 'customer service'.

You bid you pay. If you don't you get negged and you get blocked.

My example was based at business in general in the UK and NOT specifically eBay which is totally different thing.

We also sell on another large site and although not as popular as ebay you get a better level of customer and a greater price! Horses for courses.

**Pete** · 31-10-2007, 12:17 AM

Still, you kiss their butt and keep on truckin'.

It's not right and wrong. They are stupid, no doubt. But just grin and bear it.

On a US forum for giftshop owners just last week a lady talked about a customer who bought 3 different groups of items and returned each one. She kept smiling and the lady came back with a friend who bought $ 500 worth and kept it.

The real bottom line is "What would it REALLY cost to just get it back and issue a refund - and then sell it again?" How much would you be out of your pocket by the time it's sold the second time?

Probably nothing, and if you break even you've kept someone happy.