eBay

bigdeals.etc · ‎12-14-2020

I have a buyer who bought 3 items together (and shipped together). They file an INR saying the package is missing one unit. Cussing me out in the comments of the INR.

Despite me being pretty sure it wasn't missing (based on my postage weight and the way we deal with multiple item orders). But I'm not 100% sure so I give the buyer the benefit of the doubt. I decided to ask which color was missing from the package and see if I can just send it over to them. The buyer replied that the black one was missing... but they'll take a green one instead since he claimed the green one was out of stock when he purchased (the green was never out of stock).

This situation now makes me curious of what actually is going on. Tips? 1) Let the bots handle the INR which I will probably win (tracking shows delivered), 2) send the black replacement (the one he claims was missing), or 3) send the green that he now wants instead of the black. Any other ideas are welcomed and appreciated. Thanks.

pburn · ‎12-14-2020

My cynicism today has me thinking the buyer liked the other three so much that s/he would like to have a fourth one, too.

Personally, I would upload tracking and win the case. If the buyer wants to file a SNAD after losing the INR, you can decide what you want to do at that point--but I'd be inclined to require a return before I refunded anything.

That's just me today, though. I might have a different outlook as we get nearer to Christmas . . .

bigdeals.etc · ‎12-14-2020

@pburn wrote:
My cynicism today has me thinking the buyer liked the other three so much that s/he would like to have a fourth one, too.

Personally, I would upload tracking and win the case. If the buyer wants to file a SNAD after losing the INR, you can decide what you want to do at that point--but I'd be inclined to require a return before I refunded anything.

That's just me today, though. I might have a different outlook as we get nearer to Christmas . . .

Yea, I totally hear ya. It's not a good idea to get on my bad side on a super crazy Monday... my spidey senses are set on high.

hebertsusedautoparts · ‎12-14-2020

"My posts and comments are my own and not necessarily those of my employer"

Since you are willing to give him the benefit of the doubt sending the green would probably be the least aggravating, but the whole cussing out changes that some for me personally.

He could have made it so much simpler by trying to be nice rather than just jumping into "Dink mode" why not just say hey I didn't get one of the items, it happens we can all make mistakes but then we all know how many try to get a free ride.

Sending the black might give a little satisfaction that Here now you have what you ordered and make it go away but there is always the possibility of "SNAD" and then having to deal with that aggravation.

Yes, Uploading tracking should take care of it all and might we warranted due to the customers attitude. Maybe he will just go away or again take the "SNAD" route.

I guess I can't be of any help because I can see reason to choose any of the available options

dbfolks166mt · ‎12-14-2020

People ding me for standing in-line to have packages scanned but your example is one reason why I do it. The weight of the package is on the receipt as it was when USPS took possession of the item. You are correct you will most likely win the INR case but the buyer may also try to file a SNAD case. I would wait for the INR case to be closed, don't forget to upload the delivered information and see what the buyer does. If they file a SNAD you can decide what course of action to take at that point: offer partial refund, offer replacement, ask for a return for refund.......

I for sure would NOT send a replacement under the INR case.

bigdeals.etc · ‎12-14-2020

@hebertsusedautoparts wrote:
"My posts and comments are my own and not necessarily those of my employer"

Since you are willing to give him the benefit of the doubt sending the green would probably be the least aggravating, but the whole cussing out changes that some for me personally.

He could have made it so much simpler by trying to be nice rather than just jumping into "Dink mode" why not just say hey I didn't get one of the items, it happens we can all make mistakes but then we all know how many try to get a free ride.

Sending the black might give a little satisfaction that Here now you have what you ordered and make it go away but there is always the possibility of "SNAD" and then having to deal with that aggravation.

Yes, Uploading tracking should take care of it all and might we warranted due to the customers attitude. Maybe he will just go away or again take the "SNAD" route.

I guess I can't be of any help because I can see reason to choose any of the available options

Yea I agree. It's all about approach and unfortunately timing. I was willing to give benefit of the doubt because of my workload and cutting my losses despite the initial profane comments left by this buyer in the INR. That was until he went and asked to change the color and claimed I was out of stock (spidey sense since I wasn't OOS). I would think if they were that upset that they didn't get the color they ordered... why change it all of a sudden? And why didn't they mention to send them a green one instead at the time they were cussing me out?

I may decide to let this one resolve itself (tracking is automatically uploaded by ebay) and see what happens. This is one defect I'm prepared to absorb.

sextons-sweet-deals · ‎12-14-2020

just taking a stab at this!

you have over 62,000 sales. Your listings photos seem to be what I call catalog photos. Not personal photos for the most part.

Buyers probably thinks you are a middle man seller. Meaning you don't have most of your listings on hand.

I would just refund the cost of the suppose missing item and be done.

portkoop-0 · ‎12-14-2020

Actually...

First make sure to enter the tracking number into the case.

Then, the proper way to handle a transaction gone wrong is to reverse the original purchase.

As in:

Dear Buyer,

I am sorry if you are unhappy with your purchase, however Item Not Received is the wrong reason for this situation as the tracking clearly shows the items were delivered. You may still open a return for a refund from your purchase history and, once approved ebay will send you a label that you can print to ship the items back. Once we receive the return I will issue a full refund to your account.

If after you receive the refund you wish to purchase the correct items you may do so at that time.

Thank you,
Seller

Don't forget to enter the tracking number into the case.

bigdeals.etc · ‎12-14-2020

@sextons-sweet-deals wrote:
just taking a stab at this!

you have over 62,000 sales. Your listings photos seem to be what I call catalog photos. Not personal photos for the most part.

Buyers probably thinks you are a middle man seller. Meaning you don't have most of your listings on hand.

I would just refund the cost of the suppose missing item and be done.

Yes I have everything in hand. I wish I can just refund the buyer for that "missing unit" and be done with it... but they are insisting on a replacement (no refund).

I just thought of another reply... I can just say the green is actually still out of stock (as per his claim) so I'll have to send him the Black and see what he decides.