Trouble Customer Don't Call Ebay

gtspeed · 27-10-2009, 12:57 PM

Hi All

Hope we are well on the run to xmas, I have had a very unsettling chat with Ebay today about a troublsome customer. A customer bought bought 2 items off me at the start of the month and paid via paypal e cheque. However their payment bounced and we contacted to say so in a nice professional mannor. The customer said they would pay again and sent payment for 1 item only then started to bombard us with insults and that they have paid ,however the e cheque is on hold till the 4.11.09 and no sign of the other payment. After a few more mails from this guy I got a little fed up telling him that only one payment has being made and that the payment is on hold even sending a copy of the paypal statment to him but more abuse.

So I decieded that I would ring Ebay as I thought because we made to powerseller and have a phone number to ring they would help. So on the first ever call to them I have made I explained the situation and explained that we have responded in a fair mannor but just get threats of send the goods now or bad feedback etc and the responce we got was simple " We don't get involved with "Seller to Memember disputes" I could not belive it they told me as the retailer I have to sort it out myself and the memember has a right to leave neg feenback if my service is not up to scratch. Is it me or are we the sellers screwed over again as if I cancell the transaction the customer can still stick a neg on , oh the joy of business.

titi · 27-10-2009, 03:29 PM

I just think ebay buyers just take the piss because they have the power to give you a neg, i will say wait for the payment to clear and ship out the item, if the payment didnt clear up cancel the transaction, and if the customer neg you report them to ebay for unfair feedback. You dont see people like this when they buy directly from your store. But ebay the "feedback" system give buyer more power.

**PGC Trading** · 27-10-2009, 04:25 PM

Not surprised...

For eBay they just don't care about sellers, because for every 1 that leaves they get 10 to replace them...

+We all know eBay are in bed with the buyers lol

p.s.

It might help reading your posts if you could paragraph them...

gtspeed · 27-10-2009, 05:20 PM

good point I was fuming at the time ,as just put down the phone to ebay.

I do think it is a little one sided thou as we the sellers are the ones who pay the fees and keep their cash rolling.

rayloveday · 27-10-2009, 08:16 PM

eBay are very reluctant to get involved in any type of dispute between buyer and seller. Perhaps if you were a Gold powerseller with an account manager you may have a slim chance of them assisting you further but eBay really don't want to spend man hours to sort out these types of problems.

One of eBay's policies is that people cannot use "feedback extortion". They don't specifically list this scenario in their help pages but I would have thought common sense (though ebay and common sense aren't two things that often go together..) would say that if the customer's payment is on hold and Paypal specifically tell you in the email NOT to despatch the item until payment has cleared, if the customer is then insisting that you despatch or they will leave negative feedback surely counts as feedback extortion.

What rating does the buyer have?

I can ony suggest that you email the buyer and say you share his frustration but since payment was made by e-cheque, you have no control over the clearance time set by Paypal and Paypal expressly state that you are not to despatch the goods until payment has cleared. Tell him Paypal should have made him aware of the clearance time when making payment and in his payment confirmation email. If he wants to receive the items faster, you recommend that he cancels the e-cheque and registers a credit/debit card with Paypal so that he can make an instant payment and you will despatch the goods next day.

eBay/Paypal should really do something about e-cheques - I'm certain they affect DSRs left even though you have no control.

If he still carries on after that, then tell him that if he leaves negative feedback, you will take legal action against him should your account standing with eBay be affected. He chose to pay by e-cheque, his first has bounced so it's even more important from your perspective that you wait for his payment to clear. You are only following the guidelines provided by eBay for a safe transaction.

ifti · 28-10-2009, 03:26 PM

eBay made a huge mistake when they took away the right for the seller to leave neg feedback for buyers.

gtspeed · 28-10-2009, 06:03 PM

This is a pest of a case thou, the buyer has a 43 rating but just sends abuse every time I try to explain that the item is on hold and since his 1st payment bounced we are not in a postion to dispatch and he needs to pay for the second item also but its like banging my head on a brick wall.

**PGC Trading** · 28-10-2009, 06:05 PM

Quote:

Originally Posted by gtspeed

This is a pest of a case thou, the buyer has a 43 rating but just sends abuse every time I try to explain that the item is on hold and since his 1st payment bounced we are not in a postion to dispatch and he needs to pay for the second item also but its like banging my head on a brick wall.

'

Just refund the money, cancel the e-cheque and cancel the transaction...

Sometimes it's impossible to get through to some people...

successjourney · 28-10-2009, 06:11 PM

Quote:

Originally Posted by gtspeed

This is a pest of a case thou, the buyer has a 43 rating but just sends abuse every time I try to explain that the item is on hold and since his 1st payment bounced we are not in a postion to dispatch and he needs to pay for the second item also but its like banging my head on a brick wall.

How annoying is that? I can't begin to guess why some people don't understand the simple procedure? Have you tried to call the customer? (sorry if you did and I missed it)

Do you reckon there is a chance that your customer is actually a kid?!

One of my customers paid for the goods by bank transfer cos his son recently messed up his PayPal account.

ifti · 28-10-2009, 07:15 PM

Its a tough one since you would be better off not selling to the customer (God knows what he will be like if he has a complaint after receiving the item!), but on the other hand you dont want a neg either!