The MLP Arena
TCB => Trader & Shipping Support => Topic started by: SweetScoops on July 13, 2012, 04:33:41 AM
-
Hello guys!
I recently sold a pony on ebay. And all is well, though the buyer contacted me today telling me she's not pleased with the pony's condition. Apperently the head fell off during shipping :shocked: I've had this pony for two monts and never even knew she was glued.
So of course I have offered the buyer either a partial refund or returning the pony for full refund. So my question is, how much should I offer in partial refund?
The pony ended at $35.55
and here's the pic the buyer sent me about the head:
http://i1246.photobucket.com/albums/gg602/marypony57/brocantes%20et%20co/P7130002Copier.jpg
She seems really nice and easy to communicate with so I just want to know whats a reasonal amout to offer. ^__^
-
I am glad your buyer is being understanding about the situation. It's unfortunate but problems do arise sometimes. I strongly believe though it is all in how you handle it.
And I think you handled it perfectly by offering her two solutions. As far as a partial it is completely up to you and what you feel might be fair. I am not overly familiar with the Surprise Newborns price range. I own one and I got a deal on her because her hair was cut.
But if it were me and this is only my opinion on how I would handle it. I might offer 1/2 back. I would also stress to her that you will take it back for a full refund. I would just try and make sure that she does not feel obligated to keep it if she is not happy. Because at the end of the day I want my buyer to be satisfied with whatever decision is made.
Good Luck and hope you two can come to a resolution that satisfies you both! :hug:
-
I would tell her to send the pony back for a full refund and then tell her she can get a 15% discount on her next purchase.
-
I was watching that auction & was quite surprised at the ending price. The 2 yellow babies are the hardest to find & most sought after from the Surprise newborn set & the one with the bear symbol is the rarest. I paid around $125 for the one in my collection & sold another for around $100.
I'm not sure what amount would be fair as a partial refund, but if I were in your shoes I'd rather take the pony back & give a full refund. Even in her current condition, I think $35 was a very low price for her.
-
0.o Ok, I'm looking at that photo, and it honestly looks like someone took a VERY sharp, non-serated knife to that girl and sliced her head off. Do the UK babies have the ...what do you call it? the extra plastic inside the neck so it's hard to take the heads off? I've never taken one apart, but I can't imagine the head molds are that much different from their US counterparts.
I would think you would have noticed if her head had been chopped off, and resealed on...why does this just not smell right to me?
Personally I'd tell her to send the baby back and you'll fully refund her.
-
It's great that you are working to make your buyer happy and that you've given her the two options. everyone makes mistakes/misses things every now and then, but its how we work to resolve the issues that matters most :hug: :bigups:
Personally I would hope she opts for the full refund because the baby is actually worth more than that :awake: You can wait until your buyer responds with her preferred solution before you let her know how much of a partial you'd be willing to give. She may actually say how much of a partial she would like, and it might be less than what you'd have suggested ;) .
I understand what babylofty is saying though as well - something is a little confusing. Those babies heads are glued tight with factory glue, in fact they wont normally come off by pulling at the head, heating and softening etc, you do literally have to cut them off with a sharp knife (hence no neck ring/lip thingy in the pic. They have one but it stays glued to the rim of the neck). The head therefore has definitely been cut off. If the head had been taken off by the previous owner then it must have been for a good reason such as tail rust. In that case the washer would be replaced -probably with a cable tie, which would be visible inside now the heads off again. I'd have thought your buyer would have mentioned something like that if she is a collector ,.. and I'd have thought that you would have noticed before if the head had been cut off and re-glued :huh: What is your buyers' feedback like? :what:
Please let us know how things go :hug:
-
0.o Ok, I'm looking at that photo, and it honestly looks like someone took a VERY sharp, non-serated knife to that girl and sliced her head off. Do the UK babies have the ...what do you call it? the extra plastic inside the neck so it's hard to take the heads off? I've never taken one apart, but I can't imagine the head molds are that much different from their US counterparts.
I would think you would have noticed if her head had been chopped off, and resealed on...why does this just not smell right to me?
Personally I'd tell her to send the baby back and you'll fully refund her.
If it's done carefully and correctly it's possible to glue the head back on, but I would never risk that method on such a rare pony - I would remove her head with the neck plug intact. In this case it looks like the knife cut into the upper part of the head, which would most certainly be visible and noticeable. I'm also sort of confused as to why the buyer wouldn't have taken a shot that showed the glue?
I agree with the full refund if she sends the baby back first. This just seems so weird.
-
I would definitely go for the full refund. Head firmly attached or not that baby is worth so much more!
Also, I find it exceedingly odd that that particular pony would have had a detached head and you not notice it. The sealing of the heads for that wave of ponies released were very solid - so much so that I personally have exacto knife scars from an attempt to remove one. There have been a lot of new customizers about lately, so who knows what her intended purpose was when she was sold...
-
I never even tried to feel if her head was'nt attatched O__O I've had som many of these babies all with their heads shut oh-so-tight.
I've offered her return for a full refund after speaking with my hubby about it. So I'll see how she feels about this and awaiting answear, she has been a delight to communicate with! :)
-
There are a couple rubs on the pony too. Did yours have an eye rub and on the teddy bear is a small round rub? Make sure that looks like the pony you sent her to begin with because that head has been cut off.
-
I'd like to share the coversation between me and the buyer, since I feel I need support (this is the first time I'm selling on ebay, and of course I want everything to be great and my buyers too be happy. But I simply can't be to "nice" so I'll loose out on my sellings..)
From buyer:
Hi!
i received my package today and thanks for the quick shipping.
but i'm very disapointed!!! the pony has a big scratch on left eye and on the symbol on the right side but the worst is that the pony come in my house in this condition :
http://i1246.photobucket.com/albums/gg602/marypony57/brocantes et co/P7130002Copier.jpg
it seems it was glued to the neck and i can't fix the head now without glue contrary to the others ponies i have...
you said that it was in good condition but it's not true... i'm sad...
so what is your proposition?
see you soon i hope, regards, mary.
From me:
Hello! Thank you for contacing me!
I had no ide the pony-head was glued on when I shipped it. I've had it only for a couple of months and the former seller never did tell me this. I'm so sorry you recieved it like that, and understand your dissappointment.
I usually don't do partial refunds. But I'd be willing to work something out with you.
Or you can send the pony back to me for a full refund.
Let me know how you feel about this :)
Kind regards
From buyer:
Hello,
I really want to keep this pony because i'm looking for him for so long and I will try to fix his head again.
So if you give me a refund of half of the price it would be ok for me. Tell me if it's also ok for you.
Kind regards,
Marie
From me
Hello again!
Considering the value of the baby - even with her head of, I'd like to offer you to return it for a full refund instead.
Let me know if you want to keep her or send her back.
Thank you again for contacting me :)
From buyer
Hello,
I really want to keep this pony because i'm looking for him for so long and I have fix his head again.
It's not very pretty because of the glue. So I will add a ribbon.
If you give me a refund of half of the price it would be ok for me.
Tell me if it's also ok for you.
Kind regards,
Marie
From me:
Hello again!
I'll only offer return for full refund. So let me know if you want to keep the pony or return it for full refund.
Kind regards
From buyer:
hi!
i don't understand your reaction and messages...
in the first message you tell me :
"I usually don't do partial refunds. But I'd be willing to work something out with you.
Or you can send the pony back to me for a full refund. "
so i say to you that i don't want a total refund and a return but just the half price refund and now you say no...
( for return you the pony, i have costs and this money is lost for me... in all situations I'm losing... )
i'm very sad!...
My last message:
I understand your frustration.
I've been checking with fellow collectors over at the mlparena, I don't know if you are a member there? If you are you should be able to see the thread in the 'trader support'-forum. My username there is also sweetscoops.
The pony is worth way more than the auction ended so giving you a partial refund would be uneconomial and I do not usually (as I wrote in my first message) give partial refunds. So I'm offering you a return for full refund according to ebay rules. Hope you understand this :) As said earlier you can choose to keep the pony or send it back for refund.
Kind regards
---
I'm awaiting answear on this last message. Is something I wrote wrong or have I been unclear or rude? :/ I do understand her frustration, but I can't afford loosing out on my sellings right now or complicate them. I'm also going on vacation in a couple of days and would love to solve this before I go :(
-
No, you haven't been unclear or rude, this person just seems to be trying to guilt-trip you into giving her a partial refund so she can keep the pony for a ridiculously low price (even considering the head issue). You are in no way required to give a partial refund, and since you have offered the full refund eBay will find in your favor if the case is opened and have the buyer send the pony back for that full refund.
The buyer's insistence on the partial refund makes me even more skeptical about her motives, to be honest. If the buyer continues to try to angle for the partial refund, just keep politely stating that you can only offer the full refund with the return of the pony.
-
Thank you!
It's nice to know I've handeled it as I should ^__^ it's easy to get insecure dealing on a new place like ebay :/ I'm so thankful to all you amazing arena members for the support and tips <3
-
No problem, that's what we're here for! And I know what you mean about it being easy to start feeling like you're doing something wrong without backup :)
I should also mention, if you think it will keep the buyer happy, you could offer to reimburse her for shipping both ways. You do not have to do this at all, but sometimes eating these costs is worth it to prevent negative feedback from being left.
-
Hmm reading those messages says big red flag to me... sounds kind of like a scam artist in my opinion. But beware if she opens a case against you, Ebay likes to screw over sellers and they will probably refund her money but not require tracking information as proof that she returned it to you... I hate Ebay :-/
-
I almost never give a partial refund. But I have done it when I totally believed the buyer. I'm happy you stuck to your guns as yeah, it seems like what she is describing is unlikely to have happened.
-
Okey, now I'm pissed. I recieved this message this morning:
Hi,
I know mlparena but i'm not there. I know the value of the pony too and i'm lucky to have won it at that price but that's the game of auctions. So it's not my problem if you are unhappy with the price you sold it and for me it is "uneconomical" too to return it to you and try to find a new one. Broken, the pony is worthless anyway and I have already repaired it. So I want to keep it but if you don't give me a compensation, I will simply let you a negative feedback.
I'm seller/buyer on ebay for many years and I know partial refund are possible.
I'm sad that this transaction causes so much troubles but now the decision is up to you.
Kind regards,
Marie
-
Hopefully you got that through ebay.. and even if you didn't.. Report her for feedback extortion. Send a copy of that to ebay, and if doing it all online doesn't work, call them up on the phone. DO not let this person waste another minute of your time. Get it settled now.
She has the pony. You have your money. SHe won't send the pony back, and you won't send her money back. Case closed.
At this point, she is just being childish and threatening. If she cannot accept your return policy, then she needs to shut up and deal with what she bought. If she is unhappy with the price she paid, then she shouldn't have bid so much.
You are being a reasonable and responsible seller. You have offered a return for a refund. You are not required to offer discounts or replacements. You are not even required to offer returns yet. In a case of Item not as Described, you have to accept returns. That's it. And you have offered her the return. You did your job.
Let her file.
Let her leave negative feedback.
You can just call ebay and get her negative removed since it is false and the product of extortion. But Please make sure you report her to ebay for feedback extortion.
At this point, I want to reiterate what I said earlier in this ramble. Call eBay and report her for feedback extortion. Maybe send her one more mail saying "Please return the item to (Insert address) and I will give you a full refund upon arrival, per ebay rules. Thank you." And nothing more.
Wow.. I'm getting pretty mad on your behalf. lol. I want to punch something now! Darn bullies!
-
This is my answer to her:
Dear Marie.
I've filed a report of feedback extortion since it's against ebay rules to threaten sellers/buyers with negative feedback. I am in no way [according to ebay rules] obligated to give you a partial refund and I have [according too ebay rules] offered you a return for full refund. The return for full refund is the offer I have for you should you choose to return the pony. If you choose to keep it, our transaction is complete.
I have filed the report and I guess I'm awaiting answears from both her and ebay now.
Her username is: les_univers_de_steven_et_marie
Should you want to awoid her.
I'm a bit at loss since she seem to have tons of positive feedback :/
-
I don't believe her anymore...
-
Wow, that's just... I don't even know what to say. I will say though, given the pony's worth and the final price she paid, her asking for a partial refund seems dodgy to me. I looked at the photo she sent, and it looks like there's a bur at the edge of the head that suggests to me its has been removed with something like a box cutter, or exacto. :/
Here's hoping you manage to put this behind you. What a headache!
-
I'm a bit at loss since she seem to have tons of positive feedback :/
Not surprising, you can't leave buyers negative feedback on eBay >=(
-
I'm a bit at loss since she seem to have tons of positive feedback :/
Not surprising, you can't leave buyers negative feedback on eBay >=(
Wow! O__o That's...weird. I had no idea about that, it's my second time selling on ebay and the first time I've had problem with a buyer. Well, needless to say I'm sticking to selling on the forums after this -__- it's so energy-consuming!
-
Wow, that's just... I don't even know what to say. I will say though, given the pony's worth and the final price she paid, her asking for a partial refund seems dodgy to me. I looked at the photo she sent, and it looks like there's a bur at the edge of the head that suggests to me its has been removed with something like a box cutter, or exacto. :/
Here's hoping you manage to put this behind you. What a headache!
This has been my thought all along too. I believe she damaged the pony on purpose.
Sweetscoops, I'm sorry she has continued to be so unreasonable and threatened you :(
-
Her threatening you will actually work for you. Let her leave negative feedback. With that message, ebay will remove it. I'd stop responding now and if she returns the pony, refund. If not, just move on.
-
I hope you get it all settled soon, Scoops! That last message was not very nice.
Not surprising, you can't leave buyers negative feedback on eBay >=(
TBH, as a buyer, this pisses me off. This removes accountability and makes it so any feedback I have from being a previous buyer no longer seems as solid and legitimate. I've been a buyer-only for years, only selling a few things once and getting screwed over, so now I absolutely will not ever sell on eBay. And it irks me because people are put off by buyers like me with very low feedback, so now I don't really buy there either (because I get screwed over that way, too!). I wish sellers could still leave proper feedback for buyers. That's how you keep people accountable for their actions. Now buyers think they can walk all over sellers, because almost all of eBay's policies work in their favor.
-
Thats such terrible carry on..you poor thing :(
Ive nothing really to add youve gotten great advice but baby bouncy was my grail for over 3 years I could not find that girl anywhere..Shes definitely worth more than she sold for, I know ebay is a lottery on ending prices but stick to your guns and dont be bullied :)
-
Thank you all for your wonderful support! :) I feel so much better about this now. I haven't heard from ebay or the buyer yet, though I'm not worried about either anymore, hopefully she'll realise that there is nothing she can do but the options provided and will keep the pony and leave our transaction in peace. And I do hope she likes the pony anyhow, Bouncy is adorable ^__^
-
If she messed with it by trying to fix it already and the glue looks bad (like she said herself), the pony can't be returned anyway. It's no longer in the condition in which she received it. What a loser...
-
:) I just have to chime in, you handled this really well. It's a shame there are some bad buyers (and sellers on ebay). It's so stressful to deal with either. >___<
And I'll definitely be putting that name on my block list. bleh.
-
I agree that you've handled this well! :hug: Hoping for the best for you!
The buyers name looked familiar & after checking my ebay stuff, I see that she messaged me but didn't bid on my auctions... lucky for me or I could be dealing with this same silliness as you. :huh:
-
The buyer just opened a 'Not as described dispute' on Paypal. I'm pissed right now since it makes paypal freeze my money, - wich I need to buy Scarah!
And she sent the message: "-So if you wanna do it on the legal way."
LEGAL!? It's her using feedback extortion and beeing darn right impossible! >:(
So now what? Should I escalate into paypal claim or "continue to communicate" with this person? since I've never done this before, what happens if I open a claim?
-
She escalated on Paypal rather than eBay? That's odd. Here is my advice:
Type out your planned replies but don't send them - post them here first so we can give you advice and make sure you don't accidentally say something that would cause Paypal to close the case in the buyer's favor.
In your first response, I suggest you include the following:
1. You have already offered repeatedly to give the buyer a full refund upon receipt of the pony, and you are still more than happy to do this.
2. The buyer has tampered with the item buy gluing the pony back together, which means she has most likely already voided her claim. Be sure to include her message to you via eBay about it:
"Hello,
I really want to keep this pony because i'm looking for him for so long and I have fix his head again. It's not very pretty because of the glue. So I will add a ribbon."
Continue to be polite, firm, and unemotional in your correspondence. And at this point, stop sending her any messages. Only respond to the Paypal case through the official channels, where communication is being monitored.
I am SO sorry that your experience as a new seller is continuing to cause you so much stress :( You are trying the best you can to offer options that are fair to both you and the buyer, and she is trying to take advantage of you. It's clear she won't be reasonable with you so at this point I do believe that escalation is the best option.
-
0.o Jeebus, what a...something I can't say here.
:shocked: Her attitude absolutely sucks. The one thing that gets me though, is if she KNOWS the value of this pony, and she really did slice the head off....what was her motive? Get the pony and the money and make a run for it? She got that pony for WAY less than it normally goes for...she's going to be petty over $35?
I'm really sorry your dealing with this - I'm not sure what do with this - I'm tempted to say escalate a paypal claim, but I'm not sure if anything is going to happen if you do that. She's absolutely stonewalling on a resolution here, and that's on HER, not you.
Personally, if you decide to just throw up your hands and walk away from it - I would watch her very closely for...the next year or so - I have no doubt she'll simply try to resell the pony for much more than she paid - because she knows how much this pony is worth.
-
I think with the "item not as described claim" she opened with Paypal she will have to return the pony to you for a refund. The refund would be issued once Paypal has confirmation of delivery of the returned pony.
-
Should I mention the feedback extortion in my message too? this is what I've written so far, I have'nt sent it yet:
I have repeatedly offered the buyer to return this pony for a full refund. Still the buyer insist on a partial refund – wich I am not [according to ebay rules] required to offer. I am still more than happy to offer the option return for full refund!
The buyer has since the arrival of the pony tampered with it’s condition by gluing it back together. This is the message the buyer sent me confirming this:
Jul-14-12 01:29 AM
"Hello,
I really want to keep this pony because i'm looking for him for so long and I have fix his head again. It's not very pretty because of the glue. So I will add a ribbon."
As said; I’m still willing to offer the buyer full refund upon receipt.
Kind Regards
-Magdalena
----
And again, thank you so much for your support in this! I really don't know what I would have done without you <3
-
I think with the "item not as described claim" she opened with Paypal she will have to return the pony to you for a refund. The refund would be issued once Paypal has confirmation of delivery of the returned pony.
That's true, but if she sends it back then she's sending it back in worse condition than she received it, which SweetScoops can prove, and I don't think ebay/PP would side with her because of that. You have to send something back in the same state you receive it, and if she cut the head off and reglued it badly......
-
I think with the "item not as described claim" she opened with Paypal she will have to return the pony to you for a refund. The refund would be issued once Paypal has confirmation of delivery of the returned pony.
That's true, but if she sends it back then she's sending it back in worse condition than she received it, which SweetScoops can prove, and I don't think ebay/PP would side with her because of that. You have to send something back in the same state you receive it, and if she cut the head off and reglued it badly......
What happens if this is the case? :/
-
They most likely will side in your favor. And you will not have to refund her.
-
Even more sad, if she really did fubar the gluing of the head and it looks as bad as she says it does, she has in turn devalued the pony even more so than when the head was simply detached. She should have waited until you two had resolved her issue before gluing the head back on.
I can see her side of it, as well. She gets this pony, its head is off, you offer a partial refund and then double-back on that. As a new seller, you live and you learn. Always consider all factors before making any offers when dealing with damage/not as described claims. A lot of people go to eBay looking to rip sellers off, now that eBay no longer protects sellers at all and always rules in the buyer's favor.
I am also interested that the seller went through PayPal. It will be curious to see if you can win this case and if maybe you don't lose (as much) money if she returns a damaged item. eBay, however, would have ruled in her favor regardless and given her a full refund. The fact that she brought it to PayPal could play in your favor. Good luck!
-
Be sure to keep telling Paypal that the item is no longer how you sent it. They can't force you to take a return once this happens. They might tell you to inspect the item once you get it back but then you will just confirm what she said in the message.
You might have to do a lot of calling to win. But she said straight out that she tampered with the item. This is a major no-no.
-
I'm not 100% sure if the feedback extortion will matter to Paypal, but it certainly wouldn't hurt to include her threat about that as well.
-
I bet that's why she used paypal to file the claim instead of ebay. She was scared because she threatened you through ebay. You have some great advice! Good luck with everything!
-
If I were in your shoes, I would call Paypal and talk to someone there about the claim.. Reply to it and all, but don't rely on just the claim process. Call and talk to a real person about what is going on. They can give you advice and facts WAY sooner than waiting through the process can. And you never know.. You talk to a real persona nd they look it over then and there, maybe they will decide to wrap it up right then.
-
Maniah is right. I would phone Paypal.
I also would make sure to tell them you have photo's and written proof that she tampered with the item(gluing it's head back on). They honestly will be better at advising you on what you should do.
I don't think it would hurt to phone ebay either, so they are aware of the situation.
-
I would phone them, but I'm anxiuos of my phone bill :S Have anyone from Europe/Scandinavia phoned them?
-
I just read through all 4 pages here, this is so sad. :( I'm sorry you're having so much trouble, and over a pony that she only paid 1/3 of what it's worth! >.< What a headache! I really hope Paypal and ebay will vote in your favor.
-
The one thing that gets me though, is if she KNOWS the value of this pony, and she really did slice the head off....what was her motive? Get the pony and the money and make a run for it? She got that pony for WAY less than it normally goes for...she's going to be petty over $35?
At first I thought she was probably trying to scam SS by returning a pony with detached head she already owned, but then she wouldn't be trying for a partial refund. It's possible that the head was neatly glued on without SS noticing, and it really did come off in the post.
It's also possible that she was trying to do some cleaning/customizing and just didn't know what she was doing. Maybe the only things she is guilty of is being ignorant and rude.
-
Having had to deal with a few scammers on ebay, your best bet it to keep all documentation between the buyer and yourself.
Make sure your communicating with the seller through ebays system. You should call Paypal and it wouldn't hurt to call ebay. Ebay can look into your sellers past and see if they've pulled something like this before.
If she has altered the pony in any way since receiving it she can no longer ask for a return or refund.
-
I think that both Ebay and Paypal have 1-800 numbers which you are able to call free of charge.
Paypal - https://www.paypal.com/us/cgi-bin/helpscr?cmd=_contact-phone You have to log into your account and they generate a one time password that you use when you call. This is to identify you to them
Im trying to find the number to call Ebay for you, but so far I have found a form to fill out for a buyer misusing Ebay buyer protection. http://ocs.ebay.com/ws/eBayISAPI.dll?CustomerSupport&contextid=b0c53f12-4c9e-4f67-81bd-3b0b89b2acd2&reportingflow=1&query=1562&issue=105&topicid=1562
Hopefully that takes you to the spot I am at.
Here we go.
http://ocs.ebay.com/ws/eBayISAPI.dll?ContactCS&ref=1&topicrelid=5000000410&sid=5275678804&convId=0&ContactCsResultsPage=true
Ebay also generates a one time password when you call. You can call them 7 days a week between 5am and 10pm Pacific time.
Now, this is all info I am getting from the american websites I am using. It may be different for you being overseas.. I went to my ebay home page, then went to customer support and got the phone number through clicking on reporting website problems and technical difficulties. If nothing else, calling that number, they can direct you to the proper person to speak with.
-
Here is Uk's page to contact them.
http://ocs.ebay.co.uk/ws/eBayISAPI.dll?ContactCS&transid=0&ttlintcnt=0&query=INQ_DOCUMENT_OC1714&contextid=bb826c39-3533-4c0d-bdb3-69a045bcca33&from_ocs=1&dtnodeid=null&sid=5275682619&itemid=0&convid=5625770377&populartoolnav=1&ocsdecisiontreeid=null&contactcsresultspage=true&cu_clicked=1&tp=1735&ocssignin=true
The number is 0800-358-3229. Jusy click the Call Us tab and it will give you the passcode, just like US Ebay.
-
Thanks guys! :) I'll try to call them later, I'm going on vacation and have to be at the airport in a couple of hours. But I'll do my best to call them asap ^__^
-
Have a nice vacation Scoops! And try not to let this issue get in the way of you having a good time.
-
I hope all of this works out in your favor Scoops and that you still have a good vacation even though this has been stressful for you :hug:
whether the head came off in the post or not, the buyer should not be threatening you with a neg, and she shouldnt have glued the head on until all this is resolved either :throw: Talking to someone at both Paypal and Ebay is the best route to take.
-
this whole thread is just maddening! >:( im angry FOR you. she damaged the item because she was being a moron, has remorse, now wants to return it to you cause she screwed it up? what an idiot... both paypal and ebay had better side in your favor this is ludicrous
*pony hugs* <3
-
Good news guys! :)
Paypal sided with me and will have the buyer return the pony. My major issue now is the condition of the pony, I phoned Paypal about this and they said to wait until the pony arrived and then add this information to the case. So I guess I should be awaiting the pony to arrive when i get home from my vacation, at least now I won't have to worry too much about it though :) Wich is so nice!
-
That's great news Scoops!
Now go and enjoy your vacay!
-
Take it from there then. Till then enjoy your vacation and don't think about this rubbish ;-)
-
Yay! I'm really happy that Paypal sided with you - thats definitely good news! !! :cheer: :hug: :happy:
-
I'm so glad things worked out in your favor, have a lovely vacation :) And if the pony is really messed up, I'd love to buy her from you and fix her.
-
I'm sorry you've gone through this kind of stress! I've updated the Traderlist... :(
-
Update:
I recieved this message during my vacation (Which have been awesome btw!) I'm glad I got some breathing time before getting into this again. I got this message thru ebay (and not paypal, though wich she opened the case.)
from buyer:
Dear sweetscoops,
Hello,
I called Paypal for more details on how I've to proceed for return and there are 2 problems left.
1)[According to Paypal rules], I'm supposed to return the item as I've received it. But that's too late 'cause I've already fixed the head. So does this mean I must cut his head again?
2) Do you refund also my return shipping costs? In France they are expensive for international sendings especially those with tracking number as I am supposing to do [according to Paypal rules].
Let me remember you what you wrote in your very first message: "I usually don't do partial refunds. But I'd be willing to work something out with you.". So for me, with my english knowledges, this means that you don't do partial refunds in normal cases, but for this special problem you really want to do something. And that's why I am so aggressive. Maybe I've overestimated the problem because of my deception which costs me only a bit of time and glue. If 17$ are too much, we can negociate, I was never against.
- les_univers_de_steven_et_marie
I can see from my first message to her that she feels like I promised her a partial refund, but I do feel I have been clear on why I won't give one in this case. I certainly have learned a lot from this experience. Following ebay rules beeing the most important one and it's what saved me in this transaction.
From this message however I can guess she is'nt going to return the pony, the last day to provide tracking number to paypal is the 30th July and frankly I don't care what she decides at this point. I just want my funds released on paypal and this thing done with!
Here is my answer to her last message:
Dear les_univers_de_steven_et_marie,
Hello!
All details about the case is provided in the mail paypal sent to you. If there is anything unclear I suggest you contact the customer support.
Have a nice day
- sweetscoops
The bad thing is that I got a "non paying bidder strike" during my vacation by my paypal account being negative and me being unable to contact my bank in time :( I guess it's not a big deal since I have none since before, but I'm stilla bit buzzed about it.
-
I really have to wonder how many times she is going to ask the same question until she realizes the answer isn't going to change >.< It was a good idea for you to refer her to Paypal's customer support.
-
Sounds like she doesn't want to return the pony.
-
What does she mean about overestimating the problem because of her deception? Could she have meant description? Surely that must be a language barrier error. Why would someone admit to a deception?
-
Pfff what a difficult person. Just return the pony!
Sorry you are going through this hun. It must be so stressfull for you :(
-
I've had so much great support from the arena, I don't really know what I would have done without the wonderful advice you have given me. Thank you so much everyone! <3
-
What a nightmare! The defiition of insanity is doing the same thing over and over again and expecting different results - seems like you're dealing with an insane person then if they keep asking the same question over and over and expecting you to change your answer.
-
Buyer just left Neutral Feedback saying: "-Subject arrived broken, refusing goodwill gesture for the repair! heartbreaking!"
How should I reply for this? Can I contact ebay about this, ( And how do I do this?) or will they just let me know it's a legimate feedback and just leave it like that? :S
-
I would contact ebay cause you offert a full refund so you were helping her nothing heartbreaking about that!
I find it not a fair feedback.
-
I just sent a request to ebay about this. This is what I wrote:
I have repeatedly offered the buyer to return this pony for a full refund. Still the buyer insist on a partial refund – wich I am not [according to ebay rules] required to offer. The buyer opened an Paypal case over this and also threathened me with feedback extortion. (She sent me a message threatening me with negative feedback on Jul-17-12 04:26 AM here on ebay: ) The buyer has even after this continued to ask for a partial refund, and after the case closed leaving feedback stating I'm not willing to co-operate, wich I have been all along according to ebay and paypal rules. This feedback is only a mere revenge from her side and misleading, all details rest in our conversation here on ebay and within the opened case through paypal.
Kind regards
Magdalena (SweetScoops)
-
Your message looks good to me :bigups: you did the right thing contacting ebay since you arent getting anywhere with this buyer even though Paypal sided with you. I'm sorry to hear that she is still going on to you about this :( . Hopefully ebay will look into this case and remove that feedback.
-
I would probably respond to the feedback with something like "Full refund offered for return of pony. Buyer wanted partial refund."
-
And to keep the pony.
-
I've responded: Full refund offered for return of pony.Buyer insisted on partial refund.Warning!
Hope she learns from this experience too :/ I'd hate to see anyone else having troubles with her in the future. This has really put me off selling on ebay -__-
-
:hug: Scoops!
I think your response looked good. But do not let it put you off from selling on ebay. It can happen anywhere, it's just the luck of the draw in some cases. I have met some wonderful people over the years through ebay and I wouldn't change that for the world.
I think you handled it tackful and professionally. I don't think there was much else you could have done to prevent a neutral from her. She seemed to not completely understand what was going on from the get go.
I am just glad it is over with for you and you can move on and not have to deal with it. :hug: