Where do I stand on this? Will I have ebay's support?

I may be jumping the gun a bit but I had a buyer purchase 4 items from me and in the message it said (and this is in full - no Hello, etc) :

I have recieved the jewellery today and sad to find two bracelets do not fit and the double braclet latch fell off at my touch. It appears to me that you did not check the bracelet before sending it. I am now concerned about the other necklace and bracelet and wonder how they will hold up. I will not give you a rating as I do not wish to do harm to your dealings, I shall send the bracelets back to you tomorrow.

Occasionally there can be an issue with the clasp (nature of vintage) so I wrote with an apology and the fact I can replace the bracelet with another as I have one identical.

I also pointed out my Returns Policy of a 15% restocking fee for items where the sizing provided is correct. Whilst this is not popular with some people I have this in place to deter people from returning items willy nilly.

I feel like this is going to be an interesting experience due to the tone of the message and she now states she'll be returning all of her purchases because she says, "It appears you are trying to dance around the fact you have sold a faulty item."

Where do I stand with this? While the easy way out would be to refund her in full, sales are hard to come by and I cannot really afford to be refunding due to a change of mind.

Would it be worthwhile contacing ebay now/in advance so if anything happens, like negative feedback, etc, I could have it removed since I am offering a replacement and the other items are As Described? I mean how can I have 3 items not as described (2 due to sizing) when I have never had those issues before?

Thanks for your advice in advance. 🙂

antiquegoldandjewels

4648 View listings

Posted 14 years ago·Last reply 14 years ago

1 comment

a_beautiful_room

·14 years ago

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Di, I could send you heaps of emails from my ebay account manager introducing him or herself and telling me how absolutely fabulous I am and there are here to help me, me and only me be the best ebay seller ever, yeeha, and if I want anything they are standing right there saluting.

This was one of them:

Hello Catherine,

I hope this email finds you well. My name is Kim. I will be your account manager going forward. I am here to help you with any concerns you may have with your account or your eBay business. What I’d like to do is set up a time in the coming weeks when we can talk about your eBay business and future plans on eBay; (i.e. growth, concerns, etc.).

I've provided my contact information below for your records. I suggest printing them off or saving this email to ensure you are able to reach me should the need ever arise.

• Email address: @ebay.com

• Hours of operations: Monday - Friday (9:00 am - 5:00 pm AEDST)

I look forward to working with you and will be in touch.

Have a nice day!

Best Regards,

xxx xxx

Account Manager

eBay Austrailia & New Zealand

Mon. - Fri. 9:00 AM - 5:00 PM AEDST

and this is my reply when I needed some help ....

Hi,

Thank you for your email.