Working with a difficult buyer

[teacher_35y]

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.

[d-k_treasures]

Actually, what does the buyers feedback left for others look? A lot of negs? A lot of feedback revisions?

[teacher_35y]

Good idea...unfortunately, it's hard to find doll collectors out there now....and it's getting worse. I agree, and will try harder to sell these locally to avoid shipping. Plus the cost of shipping has gone up forcing me to lower costs of my items in order to sell them. It's SO true when you say some things are not worth the potential hassle selling online. I have spent days on the phone and online just with this one transaction...it's just not worth it. Thanks for your suggestions. Have a great day!

[teacher_35y]

Agreed. Thank you!

[pinkcarnation]

kensgiftshop and all

A further clarification:

It matters allot who you ship with UPS and Fedex are easier than USPS to file a claim.

The one thing shipping insured USPS that is difficult for new or even some old sellers is the USPS rule or exception that the item must stay with the receiver and not be shipped back to the sender, or the insurance is invalidated. The seller is at the mercy of the buyer to work with you and the USPS team. In this type of situation, I always file the USPS claim. Ask for pictures and refund the money.  Nicely (important don't rile up the buyer) ask as Ken advised that the buyer hold the item and all the packaging. Yes, buyers do sometimes trash the packing. Most times all goes well with the claim, however there is a direct correlation I do believe but cant prove the higher the claim the more difficult. USPS has on occasion required the damaged item be returned to the local post office with the paperwork. Here again the seller is dependent on the buyer to help. Also buyers are not willing to wait 30 or more days to get a refund. 

I have found IMHO that staying calm and working with the buyer is always the best course. Earlier when I first started selling on eBay 20 years ago I had **bleep**fits if something broke. Time has taught me these items:

1) Find out the insurance requirements of the carrier and choose carefully (USPS is hard for the above said reasons) I prefer UPS or FedEX

2) pack as if an elephant is going to sit on you package or a forklift will go through the box (actually a forklift did damage a UPS package and they paid)  

3) Realize that sometimes you are going to have breakages and stay CALM and POLITE. Dont play the blame game or card.

4) You may get ripped off and cant fix the mess. A buyer might be dishonest. Most are not.

5) That selling is risky of high ticket items.  Dont list anything you are not willing to lose. As a fellow doll collector I would NOT list a Bru or Jumeau on ebay unless it was local pickup only even then I would not find the risk acceptable.

6) Know your market or specialization. Doll collecting is a smaller group with mostly high expectations. Broken dolls are to most collectors junk so when there is damage the seller is responsible for making things right.

Best of luck

PinkCarnation