Over 23 great years, now a buyer from hell wants to return bracelet because a rhinestone fell out

[jaysandi]

I sold a genuine Sterling Art Deco bracelet a few weeks back.  This person asked several questions about condition, how strong is the clasp, would I take an offer,etc.  I told her it was fine, that I have worn it for years with no problems.  After answering her questions - she disappeared - then came back a few days later with an offer - which I accepted.  They did not pay, so offer expired.  She wrote 3 days later - I can't pay you what happened?- I explained how the offer expired.  Told her to make another one - she said she couldn't do it/figure it out, wanted me to figure out how to make her an offer.   I had made another offer to someone else - so I couldn't revise the listing.  I waited for that offer to expire THEN told her how to do it - she STILL couldn't do it.  Finally, I cancelled the listing, relisted, and told her the new number so she could bid - her response? - I can't find it! are you screwing with me?  -- Then and there, I should have blocker her.  I explained how to find the listing - she said - ok -I found it -Thank You - I'll buy it tomorrow - and went to bed! 

The next day I sent her a gentle reminder - she bought it, I sent it out ASAP.  Somehow, I had a feeling I hadn't heard the last of her.   She just sent me a dramatic message - she was out with her husband, wearing it when she noticed a stone fell out - and she is beyond disappointed and wants to return it.  Do I need to take this back? My terms clearly state returns only if the item is in the same condition as when it was shipped.

[deltilogical]

". I simply do not bother with people who ask tons of questions. They always end up being a headache later. Block."

THIS +1

And lets be specific, there are legitimate questions I am happy to answer as a seller.

[pastimpressions]

I am sorry you had this experience.

Bending a bracelet of this age & quality is no simple task. No mere accidental "bump in the night."

As a caring & conscientious seller it is always difficult to:

a. walk away from a customer service inquiry

b. discern between a legitimate genuine inquiry & the prelude to the "dance of tears."

I am also sorry this happened to a beautiful piece of vintage craftsmanship.

IMHO, that alone is an offense against something sacred & beautiful. Sadly destroyed.

May such experiences be very few & far between for you as a seller.

Best of luck with shop & sales.

[simba6]

If an item not as described case is filed, yes.  In this venue the buyer is always right.  You just have to add a small amount to all your prices to cover such loss.  Buyers that ask a lot of questions often don't buy,  but are real trouble if they do.

If you made it 23 years without such issues, your doing great.  It's like merchandise that leaves stores without ever seeing the check out counter.  Just a cost of doing business.

[jeffbuzz]

Just take the return, block the buyer and move on.  Be thankful you made it this long without a bad buyer experience.   If someone asks lots of questions about an item, either you did a poor job writing the listing or they are very stressed about the purchase.  Either way, the odds of a return on that sale are high.

[fbusoni]

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@jaysandi wrote:

Then and there, I should have blocker her.  

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A M E N.

[aproudparent2010]

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@jaysandi wrote:

I just called Ebay.  She put in writing that she wore it and then noticed a rhinestone missing - there was nothing missing when it was shipped so she cannot file an INAD -  the Ebay rep acknowledged that.  As of now,  she has not filed anything.  The rep read all the messages and questions she sent to me before buying it.  He put me on hold to ask his manager - when he came back on the phone, his response surprised me.  He said if she does not file for a return, you are all set.  If she does file - let her ship it back - then open a case saying it was not returned in the same condition - Ebay will side with you and close the case.    I asked him if I should reply to her - he said no - wait and see what she does.  So I am waiting.

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They literally can open an INAD case, that eBay rep told you a fib.
They gave you bad advice all around.
If buyer does open a case and sends it back you will have to refund

[vintagecraze50]

If returned damaged and if you have the ability to deduct from the refund you can deduct up to 50 percent. You must offer free returns.

[vintagecraze50]

Ebay will NOT close the case. If you  have the ability to deduct from the refund you can do that but they WILL NOT CLOSE THIS CASE and give you your money. You must refund the buyer.

[vintagecraze50]

Always accept returns and give the buyer a free return shipping label. Deduct from the refund if buyer sends damaged product back.

[vintagecraze50]

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@kensgiftshop wrote:

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@jaysandi wrote:

 If she does file - let her ship it back - then open a case saying it was not returned in the same condition - Ebay will side with you and close the case. 

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They told you that because that's what you wanted to hear.

They will close the case, but in the buyers favor and they'll get a refund.

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Yes indeed. Absolutely correct.

[vintagecraze50]

The moment buyer did not pay for first accepted offer is when THIS buyer is on my block bidder list.