If you sell on Ebay eventually you will get the dreaded "Item I received is not as described" email. It's unavoidable. There is always that one buyer who (I swear) must have a black light and goes over all his purchases with it, or the buyer whose definition of preowned differs greatly from yours or the buyer who simply does not read your description. Whatever the case is, your job is to make them happy. So how does one respond to these emails?
Your first response may be to simply refund the buyer his money. But wait! You don't want to hand over your hard earned money to a possible scam artist. Be especially wary if they want to keep the item but get their money back. If it is truely damaged, why would they want to keep it? In your response, you want to do the following 3 things.
Second: acknowledge error
Third: Solve the problem
Be sure to take the emotion out of it and treat your business as it is: A Business. Be professional.
Before refunding any money, have your item returned. You can pay for return shipping but Ebay does not require you to do so. Once you get your item, be sure to refund through paypal. Also make sure you send the buyer a cancel transaction request. This will insure you get your final evaluation fees back and the item will not show up as unpaid on the buyer's end.
If the item is still sellable, simply relist and wait for that right buyer to come along.
An homage to Clamco Cottage.
2 days ago