eBay

teacher_35y · ‎05-11-2022

I recently sold 2 dolls and packaged them carefully within their original boxes and packaged those two boxes in one larger box for protection. Unfortunately my buyer immediately left me a very negative feedback without contacting me first-because one of the dolls arrived damaged through shipping. She also claimed I was not truthful in my listing which is not true. She was quite irrate in demanding her money back immediately and she wanted me to pick up the dolls. I contacted EBay 3 times so I would follow the right steps in solving this issue. I'm trying to work with her since the damage was neither her fault or mine. I was told to file a claim with the carrier which I did. I was also told to have her send the dolls back to me. Upon inspection I was willing to refund her for the dolls even though my listing says NO refunds. She doesn't feel it's her job to return the dolls and she is threatening me to take further action if she doesn't get her money back immediately. She keeps messaging me very negative remarks which I am tired of responding to. I've tried to be patient and understanding but she's not willing to work with me at all. I need help.

vintagecraze50 · ‎05-11-2022

Your doll collector is trying to get the doll for free by making possible false statements. Do not cave in—RETURNFOR REFUND that’s it.

teacher_35y · ‎05-11-2022

Thank you for your reply. No she did not file a claim. She says she doesn't have to do anything but just wants her money back. I keep telling her to return the dolls but she keeps telling me she shouldn't have to do anything. I was told from EBay I had to file a claim with the USPS which I did. I've had this happen to me once before and the buyer took her purchase to the post office for inspection. In that situation I refunded her money and ended up getting a very small amount of $$ from the USPS claim. This lady refuses to take the package to the post office..so I agree..the dolls NEED to be taken to the PO whether she takes them or I do. They need to be inspected. (She did send me 3 pics which I attached to my online claim.)

Question: How does a no returns policy protect the seller then..with the Money Back Guarantee? I'm always trying to learn about selling on EBay and appreciate you taking the time to respond. Thanks!

vintagecraze50 · ‎05-11-2022

The doll collector’s are a ruthless bunch on here and they have been for years.

fern*wood · ‎05-11-2022

A no return policy only applies to remorse returns like changed mind.

kensgiftshop · ‎05-11-2022

@wastingtime101 wrote:
@teacher_35y wrote:
Upon inspection I was willing to refund her for the dolls even though my listing says NO refunds. She doesn't feel it's her job to return the dolls and she is threatening me to take further action if she doesn't get her money back immediately.
If she files a not as described claim through eBay she will need to return something to get a refund. If she files a not as described claim through her credit card as she threatened to do in the feedback left, she may not have to return anything to get a refund.

Send her a link to this page and advise her to follow eBay's Money Back Guarantee returns process. Let her know that she can schedule a free pickup online at USPS.com, or just hand the package to her carrier when her mail is delivered.

You want to keep the claim within eBay's system if you can. Once she goes to AmEx to file a claim, things become more difficult.

If you haven't done so yet @teacher_35y:
1. Blocked List
2. Report Buyer

If the seller wants to file an insurance claim with the carrier and they have the item returned, doesn't that void any insurance through the carrier?

How could the seller prove the item was damaged during the original shipping and not when it was returned?

Have a great day.

vintagecraze50 · ‎05-11-2022

It should not be her responsibility to pay for return shipping if the doll was damaged or if it was fine. Tell her you will give her a free return shipping label, unless you live so close to this buyer to pick the thing up. No one should be bullied into giving a refund and letting the buyer keep the merchandise. If you want to do that and let her keep it then fine. If not. Then continue to tell her you will refund when the item is returned.

vintagecraze50 · ‎05-11-2022

So this buyer is leaving threatening I will do a chargeback if you do not do what I want feedback? That’s just lovely is it not? Possible feedback removal for coercive statement.

teacher_35y · ‎05-11-2022

Thank you so much for your reply and information. The cost of the dolls was $170 plus taxes equaling $234. The shipping cost was about $50(one way), so if I send her back a shipping label,(Do I pay the $50 for the return shipping label?) then I am out $334 (dolls + shipping)...plus I don't have the dolls? That's a lot of money...especially since it wasn't my fault it got damaged. I am trying to be fair and work with her, but I also need to look out for myself. What am I missing? I'm trying to learn alI about EBay on my own and don't always understand how it works so I really do appreciate your feedback. Thanks!

vintagecraze50 · ‎05-11-2022

I think carriers are getting a bit more particular lately with these insurance claims. They may want to see that there was damage to the parcel before they would even consider approving a claim so it’s not a slam dunk deal on these insurance claims.

teacher_35y · ‎05-11-2022

Question: If she files a claim and I have to provide a $50 return shipping fee, and when I get the dolls she is refunded $234 for the dolls, I am out $284? Because the carrier was negligent? ..Just trying to figure all this out..Thanks for your help!

vintagecraze50 · ‎05-11-2022

Respond in the next message. Please accept a free return shipping label from us and we will promptly refund your purchase when item is returned. So sorry about the damaged parcel. Let them open a not as described or whatever claim and get that label to her immediately. Put the ball in their court and proceed from there. She cannot open a chargeback and an ebay case at the same time.

teacher_35y · ‎05-11-2022

I am very sorry to hear your response. I have been selling dolls for many years and have received great feedback from my buyers. Sometimes items do get damaged on route and my buyers and I have always worked together to resolve the issue. When I replied to her feedback I apologized and explained that I did my best to pack these fragile dolls. I also told her I would stay in contact with her to get this resolved. Why is this a horrible response?? There is actually more to her negative response that you don't know about as she accused me of not being truthful...which is absolutely incorrect. Also if she had taken the time to check BOTH dolls she would have found all the paperwork there that I listed...that she said wasn't there. I know this because I called her and she told me that. I take a lot of pride in how I package/list/sell my items. I am honest and a great communicator with my buyers. I will continue to work with this woman and I'm sure we will work something out.