Transaction going bad on Ebay - Advice?

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Glenn Pritchard

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Dec 29, 1998
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Hi,

I relaize this is a bit off topic, but I have done many deals with many great people on BF, and your collective opinion on the situation is greatly valued. I sold an item to someone on Ebay. I received payment, and shipped the item. UPS damaged the item in transit. Buyer has informed me of the situation, and I called UPS, who went out, picked it up, and sent the package for inspection, and have subsequently returned the item to me. Buyer wants a full refund on the item. I have offered to pay for the repairs, and get the item back to him ASAP. I don't want to have the buyer to have to wait on UPS claims, so I have offered to front the repair costs. Buyer doesn't doesn't want the hassle, and is demanding a full refund of the amount sent to me originally. I have perfect feedback and want to keep it that way, but I feel he's using the UPS damage to mask his buyer's remorse. How should I go about resolving the situation? The buyer has indicated that nothing short of a full refund, including shipping and the Ebay commission will be acceptable. He has accused me of sending damaged merchandise, and covering it up by means of the UPS claim. This is not the case. In the past, I have simply given refunds to cranks, but I'm hesitant to do it this time, for the above mentioned reason. All advice appreciated.

TIA

Glenn
 
Glen,

You are not going to like this.

I can see things from your perspective. Unfortunately, UPS has done to you what it has so often done to many of us. I would suggest that as the shipper (unless it was specifically agreed otherwise) it was your action to select a reliable freight company, and to ensure that the merchandise was adequately packaged for the transit.

As a business person your first priority should be to do whatever is reasonable to keep your customer happy.

I would give the Buyers a 100% refund, and I would send that along with a full apology. I would also request the buyer's cooperation in completing whatever documents are required in order to process the UPS claim.

If, you do this right, you can expect that over the long run this buyer will make it a point check your items on ebay. You would have won his trust (which is the primary underlying issue here) and that can be worth a whole lot more than whatever this trade is worth.

Who knows; Perhaps after you get the thing repaired the same guy will come back and bid on it again. Just make sure you note that it has been restored etc. when you list it.

Good luck.

N2S
 
Glenn: If he received the merchandise damaged, he may be "spooked" and really think that this was a scam. (Remember that he doesn't know anything about you either.) He isn't a "crank" if he ordered merchandise, sent payment, and it was received damaged. I recommend refunding the money as requested. If the merchandise were fine and he just had second thoughts, you could advise him that you will not permit him to bid on your auctions in the future, but that doesn't seem to have been the case here.

Hope this helps a bit. JRF.




[This message has been edited by jrf (edited 05-08-2001).]
 
Rock and a Hard place, for sure. I would say to give the refund, have UPS pay for repairs and then relist the item. Trust me, one wrong move, no matter your intentions can cause an awfull lot of problems. On Ebay its all about feedback. Nobody notices the good, but one bad can scare away alot of customers.
You might try to get a listing refund from Ebay. They are pretty understanding. Just tell them what happened.

Just my thoughts

R.W.Clark
 
I share the opinion of the others that have previously posted. You should refund this person fully in the interests of keeping a satisfied customer.

I myself would be apprehensive about accepting a repaired item when this was not what I paid for, so I can understand where this guy is coming from. How would you react if you received a damaged item? I do not think he should be accusing you of covering up the fact that you shipped a damaged item when you did not, but this may just be frustration on his part.

This is not your fault, but it is not his fault either and if you want to use Ebay to sell other things it would be in your best interest to keep this person happy.

Even if it irks you a little, refund the money. IMO it is the right thing to do.

---------------
Keith
AKTI member #A001338



[This message has been edited by Keith Montgomery (edited 05-08-2001).]
 
Full refund.
I have a feedback of 215 with 260+ transactions.You will be way ahead.IMHO

------------------

have a"knife"day
 
This has happened to me, but I waited for the seller to get their check from ups. It took less than 30 days. In my case I heald on to the merchandise and was able to keep it and got a 95% refund. Which I used to get the Item repaired. Give them a refund ups is not going to stick you.
 
Once again, thaanks for all of the good advice. Whoever said it was right.....it smarts to take a hit like this, but that's what I'll do. Thanks to all for putting this in better perspective for me. It's really easy when there's no emotion involved eh?

Regards,

Glenn
 
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