the item in question :
http://www.ebay.com.au/itm/221803226987?euid=911074e8b4ad46c78dcb76280368533e&cp=1
basiclly, I put colour options too simply, I put white/light green/light blue in the options. But I included 2 pictures with the "white" set with pure white sheets, you can clearly see the quilt color is more towards "creamy" instead of 100% pure printing paper kind of white.
The buyer receives the item, and said the item description is "white" whish is wrong and misleading, and said she would NEVER purchase or want a cream coloured quilt set, like the ones in the photo. She said she saw the photos, but assume the photo color varys from screen to screen, she belived the white option quilt should be 100% pure printing paper kind of white, instead of the photo color.
I offered full refund, and also cover return postage. She refused. She wants to keep the item.
I offered 10% discount, which is $18.00, and let her keep the item, she refused.
I offered $30 discount, and let her keep them, she again refused.
She insisted on keeping the item, and ask me to send her $90 via paypal, otherwise she will "have no choice to leave a negative feedback".
I was being very honest, and let her know the exact costs from my end. "
1) CNY340(standard 3 pc) + CNY70(2 european cover) = CNY410, with currency rate of 4.8 (When we imported, it is actually 4.66 right now). the quilt alone cost 410/4.8=AUD$85.42,
2)To ship the item from China to Sydney, it cost US$15 per set, which is around AUD$20.00
3) Shipping cost from us to your address, AusPost regular parcel AUD$19.75
4)Partial refund does not qualify us to receive a eBay final value fee refund, so we would still be paying eBay for $180*8%=AUD$14.40
5)We would also be paying PayPal transaction fee for the $90 dollar we received from you after 50% partial refund, which is $0.3+$90*2.6%=AUD$2.64
This sums up to a total expense cost in our end for $142.21"
(**this doesn't even count storage rent/bills/my time in.)
I told her I can not sell at such a huge loss.
TBH, my store is a tiny tiny store, I don't make that much money, this loss actually mean a lot for me.
The buyer think the item alone, with currency rate of 4.66, it would cost AUD$87.98 only.
And the shipping, both national and Auspost, and ebay/paypal charges is none of her business. I should be more than happy to send her $90.
I continuously ask her to open a refund case with eBay, and send the item back for a full refund, I told her countless times i will cover the return postage. She said NO. She is defently want to keep the "Never purchase or want a cream quilt set", and demand me send her $90 or she will leave a negative feedback.
I have ran my tiny shop for over 3 years, this is the first time I faced with a negative feedback. Tried to call eBay, they said they can not force the buyer to return and ask for a refund. The buyers gonna do what they like. And they also can not gurantee they will be able to remove the negative feedback.
I'm very upset right now, I've put a lot of effort to keep my 100% postive feedbacks.
all those messages were sent via ebay messages, I guess i'll have a try later when i have time to call them.
I'll let you guys know whats the outcome.
I totally agree she is an unreasonable buyer.
The fact she has a disabled son is neither here nor there. It doesn't mean she never leaves the house & in any case is not your concern.
As I said, I would not refund a single cent to this woman, I would rather have a neg than 'resolve' it by letting her get away with extortion.
You can't do more than offer her a full refund/postage if she returns the product. She just wants to keep it with a discount and that is not on.
Never mind, if you are on ebay long enough you're sure to run into some real ding a lings, I know.
But I guess in future just tweak your ad with clear labels etc and you should be right. Well, we can hope.
