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I sent the buyer what they ordered, but they claimed they ordered something else, no I have been hit
I've been doing ebay for over 10 years and I have never had such a bad experience not just with the buyer, but also Ebay. 10 years of hard graft making sure I get all orders out on time and making sure I send the correct items.
A buyer purchased a pack of clear buttons, received the item and said I sent them the wrong item. I asked them for a photo and they send me a photo of the exact item they ordered, they told me they ordered a mixed pack and not clear, I showed them the photo of my order details screen so they could see what they ordered, but still was demanding for me to send them the mixed pack. They then open a returns request saying they received the wrong item or item not as described, something along them lines, therefore I had to pay for the returns label, I phoned ebay up and they told me to just let the return go through including the return label and I will be able to get refunded for it afterwards.
Since then I have contacted ebay about it, they have refunded the buyer due to them sending the item back, they have charged me for the postage and seem to be reluctant to refund me and the customer in return has left negative feedback and also because ebay stepped in where I was told to let it run it's cause, I now have a defect on my account which increases the risk of damaging my entire livelyhood when deep down I had not done one thing wrong. I just feel this is so unfair and because the customer sent the item back, I have don't have any grounds to stand on even though it can be clearly seen that they received the item they purchased and the customer wanted something different to what they ordered. How can the buyer just get a full refund, the label paid for and then walk away as easy as that when it was totally their fault. Then I am left with the loss of the sale, the cost of the postage to send the item to them and the cost of the return postage labal, red feedback from the buyer for good added measure and a defect for letting the return run it's course like ebay told me to over the phone.
tressygirl
Mentor6 months agoTwo things hopefully in your favour here.
eBay have stepped in so you can appeal the decision see here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
You can get their negative feedback removed too, contact Customer Services and ask them to kindly remove that recent negative and any defect which may have come with it, as it describes eBay involvement with a refund, which is against feedback rules.
To Contact Customer Services I recommend using the link below for a Call Back option, and call as close to 8 a.m. on weekdays as possible, as there's more chance then, of Dublin answering.
https://www.ebay.co.uk/help/eua?id=5190
Lines open between 8 a.m. to10 p.m. on weekdays.
9 a.m. to 6 p.m. on weekends
Automated assistants are available outside these hours.
Good luck do come back and tell us how you got on !
@qpsupplies