Need advice quickly

[needalittlehelpsometimes]

I have this buyer who gave me a sob story when she bought her item about her being disabled etc. She bought a tube of lipstick from me. She receives it and immediately emails me that it broke over halfway down when she tried to use it.

The only way that would happen is if she advanced it all the way and then used  it. Anyone who has ever used lipstick knows you only advance just enough to use because it will break if it's advanced all the way and then pressure is applied.

I asked her to clarify how it broke because I wanted to know if this was a defect or if she broke it by advancing it all the way and this is what she said :

"I am disabled and on disability and $12 is a whole lot to pay for lipstick that I cannot use. I had told you in my email before that it broke down over half of the way down. It won't work for me, unfortunately. Don't know what I need to do about this and I thought I had explained already what happened."

I have a feeling that she may be wanting something for free or it is her fault that it broke.  Why tell me she is disabled? I'm sorry for her but I am a stranger to her. Why tell me that?

My thinking on this is to have her return it because if she is trying to scam me and if she gets away with it, she will do it again to another seller. It will cost me more money to get something I can't resell back but it's the principal of the thing.

I have a feeling that when I ask her to return it she will balk. I'm betting she will tell me again she is disabled, doesn't have access to a printer, no paper etc. 

My question is what are my options if she refuses to return it?

There isn't a retail store out there who would give a refund without getting the item back.

I'm telling you all this before I ask her because I need to be ready to respond quickly. She has already berated me for not shipping on MLK Day and for taking more than 5 hours to respond to her email.  

Thank you for any advice you can give

[sam9876]

I wouldn't do anything. 

[rainbowcolorz]

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@sam9876 wrote:

I wouldn't do anything. 

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Why not?  She shouldn't respond to her unhappy and possibly scamming buyer, that she should return for a full refund???  The buyer clearly said it broke down more than 1/2 way.  As as the OP said, if you twist it (or any lipstick) more than half way down and press it against your lips, most likely it will break.  The proper way is to twist it down just a little and then put it against your lips.  At least that's how I do it.  

The op said her buyer told her in eBay message: "I am disabled and on disability and $12 is a whole lot to pay for lipstick that I cannot use. I had told you in my email before that it broke down over half of the way down. It won't work for me, unfortunately. Don't know what I need to do about this and I thought I had explained already what happened."

[myescape]

reply that you are sorry and to return for full refund to every message and see if she does

If she balks and does not return no refund

[andedem-0]

How long has she had it?

[creekcoyote]

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@needalittlehelpsometimes wrote:

I have this buyer who gave me a sob story when she bought her item about her being disabled etc. She bought a tube of lipstick from me. She receives it and immediately emails me that it broke over halfway down when she tried to use it.

The only way that would happen is if she advanced it all the way and then used  it. Anyone who has ever used lipstick knows you only advance just enough to use because it will break if it's advanced all the way and then pressure is applied.

I asked her to clarify how it broke because I wanted to know if this was a defect or if she broke it by advancing it all the way and this is what she said :

"I am disabled and on disability and $12 is a whole lot to pay for lipstick that I cannot use. I had told you in my email before that it broke down over half of the way down. It won't work for me, unfortunately. Don't know what I need to do about this and I thought I had explained already what happened."

I have a feeling that she may be wanting something for free or it is her fault that it broke.  Why tell me she is disabled? I'm sorry for her but I am a stranger to her. Why tell me that?

My thinking on this is to have her return it because if she is trying to scam me and if she gets away with it, she will do it again to another seller. It will cost me more money to get something I can't resell back but it's the principal of the thing.

I have a feeling that when I ask her to return it she will balk. I'm betting she will tell me again she is disabled, doesn't have access to a printer, no paper etc. 

My question is what are my options if she refuses to return it?

There isn't a retail store out there who would give a refund without getting the item back.

I'm telling you all this before I ask her because I need to be ready to respond quickly. She has already berated me for not shipping on MLK Day and for taking more than 5 hours to respond to her email.  

Thank you for any advice you can give

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Simply reply:  return for refund with tracking number.   I am betting that she won't return it.

[needalittlehelpsometimes]

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@andedem-0 wrote:
How long has she had it?

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1 day. It was delivered yesterday and she first emailed me yesterday. It looks like she emailed as soon as it was delivered

[tunicaslot]

As others have said - return for refund. I also try to help my buyers but often if they get feisty or are aggressive from the get go - I'll make them return it even if I lose a few cents on postage.

[sam9876]

"Why not?"

The buyer might not know how to file a SNAD complaint. 

[*coins]

Hi, @needalittlehelpsometimes .

She probably just wants a free item. First step may be to put her on your blocked bidder list so she cannot buy from you again (and who would want her to? :))

Then, tell her to return as others said. Please ignore the bad advice given that said to do otherwise. Your buyer would think they won and you would probably end up giving away some free lipstick and get a negative feedback on top of that.

Good luck!

[a_c_green]

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@creekcoyote wrote:
Simply reply:  return for refund with tracking number.   I am betting that she won't return it.

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I totally agree with a simple "return for refund" reply, nothing else. Someone who genuinely doesn't know how to operate a tube of lipstick is not going to make their first purchase on-line; thus her story of how it "broke" is totally implausible, but in terms of having a problem with this particular product, that may be the only "defect" she could think of.

She probably thinks that arguing that she doesn't like the color is not going to win a refund, so she's going the Defective Product route instead. Either that, or she really likes the color, and this is her standard routine for hoping to score a refund from a seller who can't be bothered to take it back.

A polite expression of dismay and a request to return for refund is all you need. 

[needalittlehelpsometimes]

I asked her to return it and this is what she said:

"I do not have a car or any way to send this back so I guess I'll just be stuck with it. I don't like this customer service at all from you"

I wrote back that all she needed to do was open a return case, I would pay the return shipping and she could drop it in her mailbox. And that there was no need for her to leave her home. Can't wait to see what she says next.

[needalittlehelpsometimes]

She is already on my BBL on both my accounts. 

[sam9876]

You shouldn't have replied.

[sharingtheland]

I have a feeling that she may be wanting something for free or it is her fault that it broke.  Why tell me she is disabled? I'm sorry for her but I am a stranger to her. Why tell me that?

"I am disabled" is one of the classic excuses, right up there with "no printer."

Back in the days of the CAB (Clothing Accessories Board) we heard some humdinger buyer stories.  I think my favorite was the woman who said she had no money but needed something to wear to her father-in-law's funeral. 

We all speculated on what type of theme funeral was being held because she was buying some rather risque dresses, mini skirts, plunging neckline tops, f-a-n-c-y undergarments, etc.