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Buyer dissatisfied with item...
Summary: tokas_treasures sold a designer purse described as 'new with tags,' but the buyer is unhappy with a stiff zipper. Although the listing was marked 'No Returns,' the buyer hasn't explicitly asked for a return or refund but continues to mention the issue. golfingaddict and mudshark61369 advised that eBay's Money Back Guarantee policy might require a return if a 'not as described' claim is made. Suggestions included asking the buyer how they wish to resolve the situation and offering a DIY fix for the zipper stiffness. tokas_treasures is considering allowing a return given the buyer's dissatisfaction.
I recently sold a new with tags designer purse. The buyer received it and is dissatisfied with how the zipper works, indicating that it is stiff. All of my listings are set to "No Returns". The buyer hasn't expressly requested a refund or return but continues to message regarding the fact that the zipper is stiff. How should I handle this situation? I don't want to accept a return on this because there's nothing wrong with it. Yes, the zipper is a little stiff, but I feel that that is her problem to deal with. Any suggestions would be greatly appreciated.
mudshark61369
Mentor2 weeks ago@tokas_treasures ,
"All of my listings are set to "No Returns".
Your No returns policy does not fly in the face of ebay's Money Back Guarantee (MBG) policy, if a return is filed for a Not as described, Not working... etc. reason. You should have added that the zipper was stiff in your Seller's description. If the buyer files a dispute for a return you will have to accept it. Read the info in the link below.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
You can try replying to the buyer that by unzipping the bag and carefully applying a bit of chapstick to the both sides of the zipper teeth and toggling the zipper back and forth can make it work more smoothly, and once it does use a dry piece of cloth to remove any excess. I've had to do that for some of my wife's bags.
tokas_treasures
OP2 weeks agoSeems kind of pointless to have a "no returns" option if Ebay won't honor it.
I did try to offer options to try fixing the stiffness of the zipper but she claims that it wouldn't be a long term solution. I purchase my inventory second hand, even if the items are new. Seems like I may be better off allowing her to return the item. Thank you for your response and advice.
golfingaddict
Mentor2 weeks agoThere really is nothing you can do to prevent the buyer from opening a return request if they choose the reason "not as described"
I suppose you can try to sweet talk her until she goes away.
I would be very clear with her. "How would you like to resolve this?" and leave it at that. If she presses for a return, repeat that you don't accept returns for remorse reasons.
I would force her to show her cards. She might be hinting for a partial refund (don't do it) or just wants to express to you her displeasure.
One thing I have learned over the years is that you will get people like this, who are probably better off buying in person. Stand firm if you don't want to accept the return, but be prepared for her to escalate to the Not as described request.
Or just tell her to return it and you will refund.
You are the one that needs to make the decision as to what works best for you.
eBay will not "take your side" or support your no returns policy if she escalates to "not as described".
tokas_treasures
OP2 weeks agoBy "forcing her to show her cards" do you mean that I should request a video of the difficulty she's experiencing with the zipper?
Seems pointless for Ebay to have a no returns option if they won't honor it, but I get what you're saying. Thank you for your insight. I sincerely appreciate it.
golfingaddict
Mentor2 weeks agoNo, asking for a video just gives her more drama, plus she is not required to prove anything to you.
I mean, force her to put in writing what she wants.
You said she didn't ask for a return or refund.
Just give her a clear reply "How would you like to resolve this"
This forces her to state what she wants. I would repeat that it if she comes back whining about the zipper again. Say no more and don't get into long exchanges with her.
There really are not many choices where this could go.
You tell her to return it.
You refund her.
She files a Money back guarantee return request for Not as described.
Make her tell you what she wants. Don't keep engaging in unproductive "the zipper is stiff" conversations.
tokas_treasures
OP2 weeks agoThank you, so much. I will do exactly that.