topic Disputes and feedback in Buying

Disputes and feedback

clarry100 — Mon, 04 Nov 2013 09:53:48 GMT

Can a buyer leave Neg FB once they open a PayPal dispute?

If they leave neg FB and then afterwards open a PayPal dispute can we (the seller) have the neg FB removed by ebay?

We have a buyer who is not happy with what they received. They sent a confusing message which we incorrectly interpreted as a change of mind on what they ordered. And subsequently sent them the wrong item.

We have offered to refund including return postage but they have said they will open a PayPal dispute.

This would be our first dispute case against us. Just wondering about the likely outcomes. Not sure I can see what else we can offer.

Re: Disputes and feedback

thecatspjs — Mon, 04 Nov 2013 10:02:20 GMT

Yes a buyer can leave feedback if they open a paypal dispute.

Ebay policy outlines that that grounds for removal of neutral or negative feedback include if a seller is successful in a paypal dispute and claim.

If you have indicated to the buyer that you will refund, and cover return postage, they may have only opened a dispute to formally confirm that a refund has been agreed to as well as verify return address details via paypal.

They may have opened for other reasons, but not sure what they would be if you have said you will refund?

Re: Disputes and feedback

clarry100 — Mon, 04 Nov 2013 10:11:37 GMT

We got a very angry message from the buyer stating why should they return the item since they did not get what they ordered. They claim its our fault and refuse to accept that their message to alter the item they ordered could be interpreted incorrectly.

So we have just said we will offer you a full refund (incl return postage) if/when we receive the item back in good condition, and that is inline with our returns policy.

Then they angrily said OK I will open a PayPal case against you.

So I'm not going to refund until I get my item back in good condition. I think we are doing the right thing and cant see how PayPal could interpret anything differently.

I'm thinking PayPal will also instruct them to return the item to us by trackable means. This will cost them more than the item is worth and more than any refund they will get. We only used standard mail to send out the item and that is the only postage cost we will reimburse.

Re: Disputes and feedback

*crikey*mate* — Mon, 04 Nov 2013 11:10:15 GMT

yes, the buyer has bitten off their nose to spite their face.

she will open up a SNAD

paypal will instruct her to return at her cost by trackable means of post so she can prove postage (unless the item was really cheap and she can claim that sending it back is cost inefficient)

paypal will only refund her postage one way - so what she originally paid

you have apparently sent the wrong item, you have tried to rectify (and I believe very fairly)

she wants to keep the wrong item and get the right one, so have 2 items.

she is being unreasonable.

I think you were destined for a neg, the second you made the mistake and the only thing you could have done to maybe appease this buyer was to allow her to have both items.

Re: Disputes and feedback

clarry100 — Mon, 04 Nov 2013 11:31:07 GMT

We would have actually been happy to have sent her an additional correct item allowing her to keep the first one.

But in the time between sending her order out and getting her message back we ran out of stock of the one she actually wanted.

So we can't do that now unfortunately.

When we ran out of stock we deleted that option from the listing. We can't get more stock of that one either before Xmas.

She obviously saw that and has now also accused us of false advertising. She is just one angry customer.

The item cost to her was only $8.00.

So looks like we are destined for a neg here.

Re: Disputes and feedback

*crikey*mate* — Mon, 04 Nov 2013 11:59:49 GMT

All I can say is I feel your pain.

on the brightish side, she doesn't realize how PayPal will work, so she may not think to leave feedback iykwim... might just think uggghhh and not leave any??? (yeah, I know it's a long shot, but I am trying to think of something happyish for you)

has she left bad feedback for anyone else?

Re: Disputes and feedback

clarry100 — Mon, 04 Nov 2013 20:18:28 GMT

Thanks my*mum.

She has a FB score of 81. And she is/has been a small-time seller too.

As a seller she has a couple of neutrals.

FB left for others she has left one neutral before.

We have done all our offerings and provided our return address. Can't think of what else we should do here.

So I guess its up to her now.

I'd think even if she goes the PayPal case route they are not going to find any worse than what we have already offered.

It's only the NEG we are concerned about now. Would be our 2nd ever NEG.

Re: Disputes and feedback

clarry100 — Tue, 05 Nov 2013 04:44:59 GMT

OK this was our negotiated solution....

Since we were out of stock of the item she really wanted we offered her to choose another item of equal (or near) value from our store. We then agreed to send that out to her at no cost and that she could keep the incorrect item we sent out. Even tho it really was her problem that she ordered the wrong one in the first place and then sent us a confusing message.

End of the day it cost us maybe about $4.00 to end up with a happy customer.

She still has not left FB yet but by her last thank you message it looks like POS now.

So all good. Sweet!