Help Please!

[colourmyevent2012]

Hi everyone, I sold this BNWT purse at BIN price. The buyer contacted me 15 days later after received purse, saying there were damages on the purse.

I told her if she could post the item back to me. I can either exchange or refund. She wanted an exchange and posted the item back to me.

I received the purse 2 days ago. There are many signs showing the purse has been used.

1. The protective plastic on the hardware is taken off. There's scratches on the surface of the hardware.

2. The leather on the corner was rubbed off.

3. There's strong perfume smell on the purse.

4. The tags was removed.

I contacted her again, asked if she has used purse and what's the original damage when she received it. Although I had a 7 days money back policy on 'unused' item, I would still work out a solution with her. 

She emailed me back and said all the damages are the original damages, and she never used purse. She wanted a full refund.

I'm not sure what to do now...

[kopenhagen5]

I wouldn't have asked if it was used, but stated it in a professional manner that the purse has been used, no tags and is not in the same condition as it was packed.

I would send a message saying you are prepared to refund the purse price only as this one is no longer new.

If she agrees do so, terrific, cut the losses, if not and wants to open a case, make sure you keep all messaging done through ebay and PayPal, sending pictures of the item showing as used.

Many young buyers try one on and give up when they find it's too difficult.

This buyer seems a problem buyer, hopefully they accept refund and add them to your blocked bidders list.

[colourmyevent2012]

Thank you very much for your help 🙂

[create_fashion-com-au]

Firstly would have referred your customer to your returns tab;

Contact must be made within 7 days of receipt of item(s) no extensions will be accepted in any circumstances. Before we will accept any refunds buyer must accept to provide adequate information as requested Eg. Pictures of the item and all posting material included such as packaging must be kept or photographed for claims. Item(s) must be returned in its original "BRAND NEW" condition "UNUSED" with all tags attached. Buyer must accept to bare the cost to return the item by “REGISTERED POST” only and pack the item in it's original condition. We will only issue refunds once the item has been received in its original "BRAND NEW" condition "UNUSED" with all tags attached. All funds will be refunded by whichever way the buyer has paid by. Eg. buyer pays with paypal refund will be refunded by paypal. All refunds are only for the value of the item. Does NOT included postage. Buyer must accept and agree to our Refund Policy to be able to eligible for any exchange or refund Change of mind Refunds Buyer must accept a cancel transaction within 7 days which will be sent through ebay or Final Value Fee (FVF) will be deducted from the refund amount after 7 days and refund processed.

I would have then asked the customer to advise why are they wanting to exchange the item & if needed ask the customer to take a photo of the item.

As a seller, it's important to keep the customer happy even in this case where they may have damaged it.

Up to you & if you have the same item, I would post the customer another one and just wear the cost. Its all about "utmost good faith", & keeping your customers happy.

I would also email and send a copy with the parcel & also contact the customer, that the customer will not be able to make any further exchange or refund on this item. Also ensure the customer that you have checked that there is nothing wrong with this item and apologise to the customer. It may not be your fault but dont make a fuss.

Just make a note of the buyer if they decide to buy from you again.

Good Luck 🙂 

[jameshouseofstyle]

As a seller, it's important to keep the customer happy even in this case where they may have damaged it.

OP, we had similar situation,  received the bag damaged after about a month, issude FULL refund the minute the bag arrived (when our TOS clearly states the period for returns), and still received the bad f/back - God only knows why.

Hope yours is not the same buyer - but best of luck with it all the same!

[dazzabelle]

As a buyer I would never try that on someone.
I once had a top that arrived with a stuck zip I couldn't use. The seller probably didn't test it, but I paid the return postage and they refunded the purchase price.

If you personally packed the item and know that this is not the condition in which it was shipped do not issue the refund or only offer 50%.

Even PayPal has an appeals button after they rule in favour of the buyer (as per their standard practice since they care more about their reputation as a financial institution than actually researching the claim, but thats a different issue). Anyways if the item arrives back damaged and not in its original condition as you say you are not obliged to refund and the buyer has to wear the cost.

It doesn't matter if we are buying or selling, we should just be responsible human beings that take responsibility for our actions.

Good luck!

[*sparklz*]

As a seller, it's important to keep the customer happy even in this case where they may have damaged it.

OP, we had similar situation,  received the bag damaged after about a month, issude FULL refund the minute the bag arrived (when our TOS clearly states the period for returns), and still received the bad f/back - God only knows why.

Hope yours is not the same buyer - but best of luck with it all the same!

Because the buyer was entitled to leave feedback for the transaction as they saw it.

You asked for it's removal which was done THEN the buyer asked for it to be reinstated as it was factual and should NEVER have been removed to start with so it was reinstated.

But worth a try to get it removed and hope the buyer has no idea how to appeal the removal, which often backfires for the seller when the buyer knows how the system works as well.

[colourmyevent2012]

Thank you for all your advises. I've issued full refund and the return postage 🙂

[jameshouseofstyle]

Because the buyer was entitled to leave feedback for the transaction as they saw it.

You asked for it's removal which was done THEN the buyer asked for it to be reinstated as it was factual and should NEVER have been removed to start with so it was reinstated.

But worth a try to get it removed and hope the buyer has no idea how to appeal the removal, which often backfires for the seller when the buyer knows how the system works as well.

Ha, ha, ha,.. (gigling here)... if you say so Ma'am!

The only trouble is that it seams very unlikely the buyer would have fought so hard to reinstate that f/back as it made them look bad. They would have been better off without it - and to us it made no difference either way.

But seriously, the fact does remain that just merely refunding someone, anyone, for any reason does not guarantee a good f/back, millions of sellers on Ebay can vouch for that.

Seller will issue a refund every time with primary motivation of doing the right thing, not in order to avoid the f/back - with us that doesn't even rate in this consideration. But then again, we have unconditional refinds on all items anyway.