Buyer ask for refund after only 6 days item being sent

[ozgizmoz-au]

Hi

I sold this guy a phone case on 4/01/13 and I send the case out on 5/1/13 by regular post.

So it is only 6 business days since Australia post doesn't post mail out on weekends.

And this impatient guy ask me where is his item. I tell him that it will take 3-8 business days for item to arrive if nothing goes wrong. 

So I tell him to wait till end of this week if it doesn't arrive then contact me.

And he reply with

"Hi I can't wait longer as it is 7 days already and I want my money back . If you don't refund I will put negative feedback today ."

And I think if I just refund the money I will get neg feedback anyway just looking at his track record (he gave another seller a neg feeback after refund)

If he want it in a hurry he should have ask for express post

So what should I do?? I think he is a bit unreasonable 

[***super_nova***]

Report his ass to ebay for feedback extortion they will look at your messages to him and see he is being unreasonable. He is  probably trying to scam you if thats his track record.

Threatening to leave Neg feedback if you dont comply to his demands is against ebay feedback policy.

Regards

Ray

actually, saying that they will leave NEG if they do not receive the item (or anything else that they are entitled in that transaction) is NOT a FB extortion. 

[***super_nova***]

The buyer sounds like somebody who may have been scammed before.  And 5 working days should be enough for delivery within one state; especially now, after Xmas, when there is very little of business mail (as many small businesses close for few weeks), and it is generally very quite time.  However, considering that there are fires raging all over NSW it is very well possible that there are some areas that mail has not been processed as normal - people who are evacuated do not go to work.   I have number of friends in NSW who have been every few days packing horses and dogs in trailers and spending day or so in their local ovals.

i would point all this to the buyer, and tell them that of course they will recieve full refund, if the item does not arrive by end of this comming week.

but they would be on my BBL, fast.

[digital*ghost]

actually, saying that they will leave NEG if they do not receive the item (or anything else that they are entitled in that transaction) is NOT a FB extortion. 

Except that the buyer is not "entitled" to a refund, nor are they "entitled" to demand one, for the simple fact that refund or replacement of an item that is not delivered is entirely at the discretion of the seller.

So, in this instance, particularly considering the wording of the message, I would definitely seek removal of any neg left on the grounds of feedback extortion if the seller had responded with appropriate resolution to the problem - it doesn't matter that it doesn't meet the buyer's terms or demands. 

[phorum_junkie*]

Of course it would get me a red dot but at least I would have earned it, if they are gonna neg you anyway you may as well enjoy yourself:^O

Perhaps you didn't notice the wining smiley, I didn't really expect the OP to send that exact wording lol.

[***super_nova***]

Except that the buyer is not "entitled" to a refund, nor are they "entitled" to demand one, for the simple fact that refund or replacement of an item that is not delivered is entirely at the discretion of the seller.

The buyer did not leave NEG, as yet

And considering that the OP has as refund policy:  :7 day money back

although that of-course, refers to change of mind, I would imagine that buyer would also have the choice of refund for non delivery if that is what they choose.  I agree, the tone of the message was unfortunate, but so was the OP's, basically saying "tough luck".  The buyer said that they "cannot wait any longer"  maybe they are going away?

Quoting the eBay delivery time is just ridiculous; people are aware that they get mail within their own state usually within couple of days, so if somebody tells them it is normal to take up to 8, they would not be happy.

As i said above, there may be a very good reason why the parcel was held up, and since the OP has not received the promised NEG, they are obviously not as unreasonable as it seemed.

If I was in OP's position i would express my sympathy, I would tell them that of-course, I will refund (replace) if the item does not appear, BUT considering the fires that there might be possible delay with mail even in areas not directly under threat, as drivers and other AP staff might not be at work (be evacuated or actually members of CFA).  I would tell them to go to their PO and ask if it is there.  Although I have had couple of late parcels, I have never had hostile buyer because of making sure they understood I am doing my best to help them.

[digital*ghost]

My point wasn't in relation to anything other than what amounts to feedback extortion, and IMHO the buyer's message does. Refund policies can grant certain entitlements that a buyer is not otherwise entitled to by default, but they don't have anything to do with non-receipt, so what's stated in the OP's refund policy has no bearing in this circumstance. 

I also see nowhere in the OP that indicates an attitude of "tough luck" (except in one of the poll choices where they say "suck it up at refund his money", which would be a matter of "tough luck" for the OP, not the buyer). The only mention of a response to the buyer is to ask them to wait a little longer, which is a completely reasonable request given the time frame. 

The buyer's attitude may be understandable if they have been burnt in the past, but just because it's (possibly) understandable doesn't make it reasonable or acceptable.

[jensmanchester-australia]

Quoting the eBay delivery time is just ridiculous; people are aware that they get mail within their own state usually within couple of days, so if somebody tells them it is normal to take up to 8, they would not be happy.

The OP clarified in post 5 that the parcel was going from postcode 2299 in NSW to 4730 which is in country QLD

8 days for a regular post parcel would be quite normal if sent to postcode 4730

[daydream**believer]

yeh, ive had buyers contacting me asking where there items are and as soon as i say

"There is a delay in deliveries due to the fires, im sure it will arrive soon", they are very understanding.

But, in saying that, your buyer sounds like he's trying to get a quick refund and also keep the item when it does arrive

[thesoulyearns]

I've sent a few items from NSW to QLD and haven't had any problems. What was the item and how was it sent?

Only allowing 4-5 days is not allowing room to move. I would try to explain that I really did send the item, give them the date and time but also say that generally 4-5 days is the absolute minimum for NSW to QLD. The average time is around a week or two. If it hasn't arrived by two weeks, then let me know and I'll refund.

I guess you could just refund right now aslong as they don't leave a neg and if you trust that they'll pay you back if they do end up receiving the item later. In principle, refunding now might be wrong as it could well arrive in a few days. If it genuinely hasn't arrived by two weeks, a refund sounds fine.

[emilys_pop]

I find the best way to deal with problematic customers from our ebay store (Yes I/we have another ID) is to send them your phone number, or ask for theirs and call them!

Over the years customers have been conditioned to be wary of sellers due to scams etc - Just consider this - "NO Pickups" "NO address" "NO phone" "NO email" - you are buying from anonymous with no guarantees other than their feedback rating.

Thats fine if they have a store or are a powerseller etc, that builds confidence, the "NO's" don't.

But a short telephone conversation with a real person boosts buyer confidence by 200%, particularly when they find you really are in Australia, and you speak fluent English.

When ever we get a message, we reply with our phone number in the signature, and a "business hrs only notation".

Had some difficult customers, but always sorted it out on the phone so everyone is happy.

If they don't want to ring you, and don't want to give you a number, then who is anonymous and has something to hide then hey.  

Then you block em, whack em, stone em, whatever.