Buyer wants a refund
I sold an item with 5 pieces. I posted several pictures from different angles. Description was "Used , none are perfect . all have issues". I hid nothing
Buyer received the item and said they were junk wants a full refund.
My initial response message was "I'm sorry you didnt look at the pictures or read the description.
I've never had a negative feedback and I think I'll get one regardless of whether I give a refund or not.
Thoughts?
17 comments
beachfisher9
OP8 months agoWhat is INAD?
fern*wood
·8 months agoItem not as described -- type of return through the money back guarantee.
kchcollectibles
·8 months agoIf your policy is "no refunds" and you don't particularly value getting the item back i would just ignore the request. The customer may eventually get eBay or credit card company to step in and refund but make them do the work instead of voluntarily handing back the money. If they have to jump through a bunch of hoops to get the refund they will be less likely to pursue one in the future.
Ebay is very similar to FB Marketplace. You don't see people getting refunds of FB Marketplace do you?
jonathanbrightlight
·8 months agoThat is horrible advice. When a seller does not voluntarily refund and eBay steps in and forces the refund, the seller does not get their Final Value Fees refunded, and their metrics take a hit, which can lead to penalties on their fees on future orders. If the buyer goes to their credit card issuer for a chargeback, that can also result in an additional $20 fee to the seller.
Please, no one ever take the advice they offered.
12345jamesstamps
·8 months agoBack and forth with emails can upset a buyer.
It's best to say OK and do the return or whatever that's needs to be done and keep the messaging down to a minimum.
That helps with a feedback.
Telling a buyer they are mistaken or wrong or incorrect will get a not so happy feedback sometimes.
One email telling buyer to open a 'claim' for a refund and return item if you want it returned is enough in my opinion.
kchcollectibles
·8 months agoDon't forget to add buyer to your blocked list so you don't have to encounter them going forward. In my niche (sportscards) we have forums to exchange names of people who suck as buyers. I know that this forum naming and shaming isn't allowed but make sure you are utilizing your 5K cap of problem people. Ebay should really look at lifting that cap.
albertabrightalberta
·8 months agoIf this message came from one of my buyers (and a similar one recently did come), my response would be "I'm sorry you're not happy with the item. Please return for a refund."
kandf_vintage_finds
·8 months agoLeaving a snarky response never ends well. Expect that red donut regardless of what you do.
itsjustasprain
·8 months agoYou should have just asked him to return them for a refund (or just refund without a return). Getting into an argument or berating him for not studying the photos (there was really nothing useful in the description) will not improve your situation at all.
TBH, those parts are indeed junk. The three with good mounting clips have broken-off hose connectors and the two with good hose connectors have broken-off mounting clips. I would have pitched those into the recycling bin.
Putting it another way: the buyer would find out sooner or later that the parts are junk. He did not discover that from looking at the listing so he was doomed to discover it later on. Just refund now without requiring a return. Offer an apology and hope for the best.
bonanza125
·8 months agoYour response should be return the items for a full refund. If they give you a negative then that's the buyers choice. You could respond to a potential negative. I do agree with the above comment though if the items are used then they should be considered in working condition. If not useable in the buyers opinion then that's considered as parts.
bashort
·8 months agoIf it were me I would just refund on the spot, it is ok to list something with "Issues" but the issues on these are that the fitting where the hose connects are broke off and they are unusable.
If you are going to list something like this use " for parts only" item condition then put "broken" or something like that in the title, condition notes and description even though no on reads the description.
albertabrightalberta
·8 months agoEven listing an item as "for parts only" doesn't prevent the buyer from filing a NAD (not as described) claim and the buyer will still win the dispute.
With ebay's buyer centric policies, I'd personally never sell a parts only and/or non-working item.
caldreamer
·8 months agoAccepting returns and good customer service is all part of selling on EBAY. Your response was very unprofessional. How would you feel if someone said that to you?
EBAY has 30-Day Money Back Guarantee (supersedes "no returns" policy) so you can't block a customer from returning the item so you might as well suck it up and politely say "sorry you are unhappy, please return item for a refund".
Customer also has the option to try and "reverse payment" with their credit card company. If that happens, they get to keep both (your money + your item).
njtoyreseller
·8 months agoAssuming this is for the 5 Windshield Washer Nozzles. Your listing does clearly show them and you do state the condition they are in.
I would recommend asking the buyer to open a return and send them back for a full refund. If the buyer claims they arent as described, they can open a return either way for INAD and be covered under ebays money back guarantee.
kensgiftshop
·8 months agoTell buyer to return for a full refund.
tarotfindsandmore
·8 months agoTell the buyer to open a return and accept it, refund them when you receive the items. Relist your items. Telling a buyer "sorry you didn't look at the pictures or read the description" is a great way to antagonize him/her and get yourself a neg and an INAD.
jonathanbrightlight
·8 months agoWith that kind of response, I expect you’ll receive negative feedback. You may also get an INAD return regardless.