Problems from the beginning with buyer

[savedbygra-75]

Good morning all!

I need advice since I’m still semi new at eBay. I’ve had no broken items, all positive reviews. I bubble wrap the stuff like it’s being sent to the space station . So, a lady messaged me about an alabaster bowl I had for sale and said she would pounce on it but thought the shipping was too high to get it to her in Texas from MD . So because I thought I was being nice I changed it. She purchased it (won it)  sat night, 8:30pm or so. I sent had a bunch of stuff go off the same night. I shipped everything on the 4th. Now, everyone else’s items arrived fine. She wrote me and said she purchased other things sat and got them Monday. That I was late on shipping. No, all of our stuff is USPS priority mail and 3 day (business day) handling time. She wanted her shipping refunded. I actually believe it or not said fine.... she then said no nvm keep it. Her package arrived yesterday... while all the rest I sent out arrived sat. I watched it. It sat  at her post office for 2 days. Not my problem. Now, NOW! She messages me and says “the plate is broken in pieces” mind you, I even told her in a message that I bubble wrap my stuff and make sure it’s secure. I’ve had bigger glass objects ship and we’re fine. All of my items have always arrived safe. I know things happen. But I’m talking about prob 6 inches of bubble wrap around that plate. She says idk how because it took me 15 mins to unpack it. I didn’t even u pack it all the way. So then how does she know it’s in pieces? I’m so aggravated. The plate is a $150 plate she won for 20 bucks... it’s Italian Alabastro.... advice please? I would appreciate it so very much. I would hate to think she did this just to get her money back because HER post office didn’t get to it until Monday. I’m sure you can look at the rest of my feedback. I have messages from other buyers saying their things were packaged super well and they were so pleased. I don’t have an issue refunding as you see I was willing to do that for her even though I know I didn’t have too on the shipping...... but it’s like she knew she was already gonna do this even after I left her positive feedback....... 

[1tuna]

I am not sure what your buyer really wants,how about no discount for shipping,other packages have nothing  to do with this package .I would just tell her to return if unhappy,leave it at that and stop the conversation.

i never allow lots of back and forth but that just me,the less interaction the better for me.

I think your buyer needs to make up their mind and make the next move.

[terrycece62]

ituna is exactly right when buyer complains offer return no back and forth.
You gave in the first time she is testing you how much of free stuff / discount she can get.
Do not let her do this to you
add buyer to your BBL so you wont have to deal with them again

[martin2001]

Ask her to send you a photo of the damaged item so you can claim the insurance (included with Priority mail)

[savedbygra-75]

Thank you for your reply. That sounds like a grand idea and a very smart way to go about things as a seller. Less conversation, more do.  Simple and to the point. Thank you very much. 

[savedbygra-75]

Thank you, You’re right.  I do see what you are saying about her pushing to see how much I will give in. I appreciate your reply. 

[savedbygra-75]

Great idea!!! Thank you, I didn’t know that. I appreciate your help. 

[aimless-16]

Buyers aren't required to help with insurance claims or to provide photos

[corvettestainless]

and with that said- simply offer them to return for full refund. Sometimes, you get a difficult one (buyer)- most times, not. Insurance only works if they are willing to help you. 

[sew734]

Just some advice for the future.  Since you are relatively new, you may be more at risk for scammers.  This buyer sounds as if she targeted you from the beginning.   When she complained about the shipping, you should have ignored her.  The shipping price was there for her to plainly see.

As for her complaining about shipping time, as long as you shipped it on time you were ok, and did not owe a refund on shipping.   It is obvious she was looking for a free item.

Should you encounter a buyer who asks you to lower the shipping price feel free block them if it is not a winner of an auction.   IF they start off by stating the item is too high, block them.  Usually when the buyer starts out complaining it does not end well.  Feel free to block anybody who you feel may be a problem.

[monster-deals]

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@martin2001 wrote:

Ask her to send you a photo of the damaged item so you can claim the insurance (included with Priority mail)

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That is totally not how that works.

[lgonzalez28]

That is how it has worked for me, I have had 2 claims. Refunded immediately, buyer sent photos. 1 sent with original message and I think that would be a buyer's first reaction to do. Obviously, they don't have to, but how do you suggest it be done?

[frodobagginskennedy]

I sell very fragile items.  On occassion things get broken.  I aways ask for photos.  I simply say please send photos of the damaged items,  Once phots are received I will immediately refund.  Never had a customer refuse.

[savedbygra-75]

Thank you, I appreciate the heads up. I’ve caught the scammers who ask me to text them. Messaging works just fine on eBay, I’m not going to willingly hand over my phone number. But, I do see that she could have been targeting me. Thank you. 
So the customer created a return request (which is fine obviously) 

but she said “my husband says I can’t put anymore than I already have into this so you need to pay for the return label) I don’t understand. So, I loose out on my broken bowl, and now I pay the return shipping too? I’ve asked several times for pictures but she hasn’t sent them. Then she said that I should be ashamed because I sent broken glass that could have hurt her?! I’ve attached photos. Showing what her first messages were. Now she’s telling me that I’m trying to harm people? I don’t understand how it got turned into now this. I haven’t been rude, I said yes, you can return it. Please send me photos of broken box and bowl. You can see that it was 11:30pm- 12:30AM when she was messaging. That’s why I didn’t reply right away. I was sleeping. I’m in MD and She’s in TX. Thanks for all your help! 

 

[savedbygra-75]