I have sold items this week & the three purchasers were not happy!

[gp2626]

I have had a terrible week with unhappy buyers (3) - I bought an item & it apparently had a large caught thread & wanted her money back - I didn't see the caught thread & refuned her money - she kept the skirt!

2nd buyer - bought a hughely expensive imported dress for not much & complained there was a 'stain' on the back - I also hadn't noticed the stain as garment had hardly been worn - wanted her money back - I haven't heard further!

3rd buyer - said the garment wasn't what she thought it was & thought there could have been a mark/stain & wanter her money back - I will certainly oblige & refund money.

What's going on with these buyers?? Do they become the winning bidder, pay for the item & then feel guilty re purchase. I have never had so many complaints as I have had this week & don't sell marked/stained or poor quality clothing!

One buyer has had the garment for over a week & now tells me it has a stain & wants a refund - of course I have given good feedback on all of the above - I should have learnt & left it after theirs!

Often new clothes have marks/stains etc. & they are not paying much for designer clothes & they are second hand -maybe I should put a clause in the ad. but most of the clothes I see are as new or nearly new.

HELP with advise or am I doing something wrong!

[shoptilludroptara]

hi

im only a small seller

but if the items are pre-loved you can wash,dry and iron before posting

that way you can check them for any problems

although i check before taking pictures as well

never had a complaint yet(cross fingers)

how are you packaging them for posting(any way a mark or pull thread could of happened in packaging you post in)

if items are new or new without tags make sure you check them thouroughly and them seal and bag them

till you post.

keep lots of pictures of the item for reference

ask the buyers to email you the picture of the damaged or stained item

and if its through paypal that they paid, then i think they need to send the item back to you by tracked post before refund

hopefully a more experienced seller will be more helpful soon

tara

[*crikey*mate*]

Hello,

sometimes customers are just tricky.

Apart from selling stained lothes (if that is what you are doing) or not including any and all imperfections in your listings, the only thing that I can identify that in my opinion you are doing wrong is to refund the customer before receiving the item back.

My suggestion is to reassure the customer that on receipt of the damaged item via a trckable means of postage that you will happily provide them with a refund if the item is returned in the same condition in which you sent it.

Some sellers also recommend reassuring customers that they are disappointed that their customer is unhappy and then ask them to provide a picture of the alleged fault so that they can determine how best to assist the customer and ensure a positive trading experience.

BTW, IMO, the price the customer paid is irrelevant - if they got a thousand dollar dress with no faults or imperfections mentioned in the listing but upon eceipt the dress wasn't as described and only paid $5 for it, that is irrelevant.

$5 or $1000, if it is not as described, then it is not as described.

Additionally, all second hand garments are supposed to be laundered etc before sale. Are you doing this? I'm thnking that if you were, you could possibly be more certain as to whether those alleged stains/imperfections were there or not when you sent the item.

For your 3rd buyer, stain aside - was your description clear? what was the customer expecting to receive? What made her believe that she would receive something different to what she did?

If your item was described accurately and the customer mis read or didn't read the listing, then tough bikkies (though for the purposes of goodwill, I would probably accept a return of the item after receipt of which I would refund the cost of the item only, not the postage tho (if it wasn't my faiult)
 (

Alternatively, you ould be very sympathetic with your customer and suggest that they may be able to resell it on eBay themselves and maybe even make a profit! and as you are such a caring and consciensious seller and want to ensure the best possible outcome fro your customer that you will even let her use your photos and description of the item if she would like.

I'm not too sure about you comment with regards to feedback. That kinda reeks of "I'm gonna punish you by not giving you feedback until you give me glowing positive feedback first cos you dared to let me know that you have a problem with somethng"

If clothes have marks/stains or any imperfections, regardless of whether they are from kmart or Chanel, these imperfections need to be mentioned in the listing.

What kind of clause were you considering including in your listing?

[*crikey*mate*]

and what Tara said LOL - she said it soooo much better than I and with lots less words too!

[phorum_junkie*]

Perhaps take a bit more care when listing, with 3 complaints of minor faults is a bit unlikely that all of them are lying.

I would have asked for a photo and once they provided one I would have refunded straight away if there was a fault and I would not have asked for the items to be returned unless I could fix them and resell for more than the return postage cost which I would pay.

[gp2626]

Hi Tara,

Thanks so much for your response - yes I do wash & check items before I send them. I always package them in tissue paper so I can see how they are.

The goods are all 2nd hand & as such surely must have some sign of 'wear & tear' - I have found that the 'buyers' complain - want me to pay postage back to me for returned item or want their money back & keep the item! I always try to be ethical when dealing & selling items & certainly don't sell things that are genuinely not up to scratch etc. or have noticeable catches/stains etc.

I had someone state they had a stain on a top (that was new) that they paid $19.50 for & it was more than $200 new - I refunded their money & they kept the article.

I also had someone who wanted to keep the article (because it had a caught thread that I hadn't mentioned - & I didn't see it) - she kept the article & I paid her postage! Maybe I am too soft! I just have a 100% positive feedback & don't want to loose it - I guess the buyers know that!

I have had a few buyers who had bid - won - & not paid - after repeated sending of invoices & when I check their 'feedback' - it's 100%!!

Thanks for your help & taking the time out to assist!

Kx

[zelly888]

All buyers have 100% positive feedback and fair enough if there are things wrong with the items then you can refund the buyer but don't just take their word for it ask for proof first and always double check and take photos before sending so then you know 100% that the item was sent in perfect condition and therefor you will know that the buyer is telling fibs.

[gp2626]

Yes I should have asked for photos with the marks/stains on them - but then I didn't sell them with any noticable marks on them - I did state that - they wanted their money back plus postage - I obliged - maybe I shouldn't but felt so bad that MAYBE I could have missed a mark - the clothes are 2nd hand / used & they were all designer items that would have cost more than $200 not $14.50!

kx

[gp2626]

Thanks - yes never think of that as I don't believe I sell items that are in anything less than 100% - but of course we can be wrong & maybe I didn't have my glasses on & maybe my grankids could have touched them. I have had buyers wanting their money back because 'the item wasn't as described' & it always it - when I check further they say "it's not my colour' - doesn't suit me - changed my mind! I do oblige by refunding their money just for ease of 'mind' should I say!

LOL
Kx

[davewil1964]

You refund for change of mind, you say. After they return the item at their own expense, presumably. After what period? The event they wanted to wear it to?