eBay sellers help needed

Mardybum

Mardybum

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Rich Robson
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Hi, I'm needing a bit of help if possible.
I recently listed on eBay some printer ink. I advertised and sold a hp344 tri colour ink double pack (2x14ml in colour ink). By genuine mistake I sent a hp 343 tri colour ink double pack (2x7ml in colour ink).
The buyer opened a case against me for item not as described. I offered to send him another hp343 tri colour free of charge and explained that would give him the 28ml in total. However, he messaged back saying that he ordered hp344 black ink, demanded £3.70 for return postage and then a full refund of cost of item and postage paid originally upon return of item.
I looked into things, and hp do not even manufacture a 344 black ink. In my listing it clearly states in the title and description that it was tri colour ink along with a photo of the product showing it was colour ink, not black.
This guy is now being very demanding saying that he didn't get what was described.
My argument is that he purchased the ink clearly described as colour, I sent the same item but with different code, offered to top him up to 28ml for free, yet he's still claiming full refund and cost of return postage ????
He's threatening to take it up with eBay now saying that I'll get a strike etc etc.....

The way I see it, he's in the wrong for buying what is clearly described as colour ink assuming it was black in the first place... When he contacted me originally I thought he was meaning that he only got 14ml instead of 28ml, but no, he got colour instead of black from a listing selling colour ink?

Any help/advice welcome.

Thanks
Rich
 
He's being a tool. But you got it wrong and, as the seller, I suggest you rectify by doing as the buyer requests.
 
Ebay now always seem to side with the buyer regardless of fault so, I'd bite the bullet and do as he asks and save an ebay strike against yourself.
 
He's literally DEMANDING (yes he typed it in capitals) that I pay for the return postage...... I've offered to refund the item cost but not the postage either way as it's his fault he ordered the wrong ink.....
The item description clearly stated colour ink and said that the buyer must check compatibility with their printer........ I feel like digging my heels in and waiting to hear from resolutions centre, just for the way I feel they are threatening me in the messages they send and because I'm inexperienced with eBay....

Thanks for the advice guys

Rich
 
You come across all sorts, some are demanding while others are accommodating.

I could be wrong but if the listing was incorrect eBay is probably going to side with the buyer, if you want to resolve things quickly and without further complaint cover the postage and refund upon receipt but as neil_g points out you're not obliged to pay for the return postage.
 
I don't think you're obliged to pay for him to return the item. If he files a dispute, you will have to refund the whole cost including the postage fee though - just not an extra fee to cover him returning the item.

That's how I understand it anyway :)
 
Ask him to post it back first and then take it from there. Personally I'd consider denying receipt unless it was sent via registered/recorded delivery just to pee him off (even though it's wrong).

The problem with ebay now is that it very much favours the buyer and not the seller so you're likely to get shafted whatever happens.
 
How much did he pay for the ink? I would be tempted (if it was a low figure) just to refund him and tell him to keep the ink... just to get rid of him, obviously conditional on positive feedback
 
magicaxeman said:
How much did he pay for the ink? I would be tempted (if it was a low figure) just to refund him and tell him to keep the ink... just to get rid of him, obviously conditional on positive feedback
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I would agree, you made a mistake, just refund and move on, chalk it up to experience.
 
Personally, I'd tell him to do one. Let him take it up with eBay/ paypal.

From what I can see, you made a mistake and have offered to rectify that.
Make sure you keep all correspondence and submit that to PayPal when requested.

PayPal May side with the buyer but he will have to return the goods, at his cost.

Screw the feedback. Why does everybody let buyers hold them over a barrel with threats of negative feedback.
Negative feedback is not a bad thing, nobody is perfect. It's how you deal with that feedback that counts.
 
ecoleman said:
Screw the feedback. Why does everybody let buyers hold them over a barrel with threats of negative feedback.
Negative feedback is not a bad thing, nobody is perfect. It's how you deal with that feedback that counts.
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I gather you aren't an eBay seller? Feedback is everything and getting hit in the DSR stars a few times can get you kicked off eBay as a seller.

It's not worth the argument and dent to the seller profile to get into a war over a single printer cartridge.
 
No, I stopped trading on eBay for exactly this reason. You are held to ransom by the buyer, eBay and PayPal.

I trade under EU law, not ebay/paypal law.
 
ecoleman said:
No, I stopped trading on eBay for exactly this reason. You are held to ransom by the buyer, eBay and PayPal.

I trade under EU law, not ebay/paypal law.
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I don't have a huge problem with eBay, as long as you stick to their rules it's quite secure as both a buyer and seller. It's only when you deviate from the rules or make a mistake that the problems start.
 
If you bought something online and you were sent the wrong item, I am sure you would not want to be out of pocket for then having to return it.

You listed one item and sent another. In this instance, the buyer is correct and he should not have to be penalised financially for your error.

The e-Bay and PayPal processes would actually be appropriate for the buyer in these circumstances and any action by e-Bay or PayPal would be correct.
 
Defiance said:
If you bought something online and you were sent the wrong item, I am sure you would not want to be out of pocket for then having to return it.

You listed one item and sent another. In this instance, the buyer is correct and he should not have to be penalised financially for your error.

The e-Bay and PayPal processes would actually be appropriate for the buyer in these circumstances and any action by e-Bay or PayPal would be correct.
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Not really, they buyer is now saying he bought a black cartridge, when in fact he purchased a tri colour one.
The OP has already offered to resolve the fact that he sent the wrong cartridge, but the buyer is demanding more.
 
ecoleman said:
Not really, they buyer is now saying he bought a black cartridge, when in fact he purchased a tri colour one.
The OP has already offered to resolve the fact that he sent the wrong cartridge, but the buyer is demanding more.
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That doesn't matter, the OP sent a cartridge that doesn't match the description he gave. Nothing else now matters. He will lose a "not as described" and it will impact his seller status.

He needs to pay to get it back and then refund (or refund and tell the buyer to keep it). Anything else will be bad for him as a seller, unfortunately he made a mistake, it's pointless fighting when it's your mistake that caused the issue.
 
Thanks all for the info and advice.
I have messages (some quite threatening) from this guy, and also one from yesterday saying that he bought black ink and I sent him colour ink...... I'm digging my heels in, it's not often at all that I sell things on eBay so sellers status doesn't really matter to me and I can buy from another account.
I'm fully expecting eBay/paypal to vote in his favour but I'm going to make it as awkward as possible for him just for being a dick......

Thanks guys.
 
Mardybum said:
Thanks all for the info and advice.
I have messages (some quite threatening) from this guy, and also one from yesterday saying that he bought black ink and I sent him colour ink...... I'm digging my heels in, it's not often at all that I sell things on eBay so sellers status doesn't really matter to me and I can buy from another account.
I'm fully expecting eBay/paypal to vote in his favour but I'm going to make it as awkward as possible for him just for being a schwingschwong......

Thanks guys.
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Bit of a stupid attitude, remind me never to buy anything from you here or on Ebay
 
neil_g said:
whoever does that?
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Not really the point, some people do, lots of traders do, ive recently returned a Laptop, a flash drive and 3 flash cards are return postage was paid, the cards were from a private seller, i personally dont but if you do stipulate it, you pay it, simple really.
 
This is why I won't sell on egay. Had one bad experience and it put me off.
 
I only ever had one bad experience, with someone being picky over the condition of an iPod I sold. It turned out alright though, it sold for more the second time round :lol:

Plus it sold for more than I bought for a couple of months earlier!
 
Gary Coyle said:
Bit of a stupid attitude, remind me never to buy anything from you here or on Ebay
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Why is it a stupid attitude?
HE purchased the wrong colour ink by "mistake" in the first place, I posted a different ink than that advertised, but exactly the same product by mistake. HE messages me and very rudely demands money saying that I'd ruined his weekend!!!?? I told him I'd prefer to wait until Monday for eBay to resolve, yet he keeps messaging me all weekend demanding money !!

I'd say my attitude is entirely justified !!!!!
 
Return postage you don't have to pay thats down to the buyer however if he opens a case Paypal will hold funds, and more that likely return them to the seller.

Get the item returned, then refund him and tell him to jog on.
 
Mardybum said:
Why is it a stupid attitude?
HE purchased the wrong colour ink by "mistake" in the first place, I posted a different ink than that advertised, but exactly the same product by mistake. HE messages me and very rudely demands money saying that I'd ruined his weekend!!!?? I told him I'd prefer to wait until Monday for eBay to resolve, yet he keeps messaging me all weekend demanding money !!

I'd say my attitude is entirely justified !!!!!
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My reply was based on your stupid attitude of "digging your heels in, not caring about the feedback, and making it as awkward as possible for him"

Fact 1, YOU SCREWED UP and sent the wrong item
Fact 2, There is no fact 2, YOU SCREWED UP
Fact 3, See Fact 1 and 2

Like i say, remind me never to buy or trade with you
 
Gary, you are missing the point.

The OP sent 7ml cartridges instead of 14 ml cartridges by mistake.
This would not have affected the customer immediately and the OP offered to send another set of 7ml cartridges free of charge to make up for the mistake and difference in quantity.

The issue is the customer demanding money for returning goods because he says he bought something he didn't. Even if the OP had sent the correct cartridge (same, just larger), the buyer would still be throwing his toys out the cot.

What I don't understand is how the buyer can say he purchased black not colour. Just point him to the listing.
 
I think we need to take emotions out of this - i.e. who is trying to be reasonable (OP) and who is being a bell-end (the buyer) - and focus on the cold facts, as ebay will.

The OP listed his item as an HP344 but sent an HP343, thus leaving himself open to an 'item not as described' dispute. If the buyer goes down this route, ebay will undoubtedly side with the buyer.

It is then the buyer's responsibility to return the item by a method which proves that the seller receives the item, at which point the seller must refund the buyer - I don't know if this includes his return postage.

Whether the buyer will actually pursue the dispute is doubtful; it sounds like he's trying to bully the OP into refunding before returning the item, hoping that he gets a refund and then won't return the item.

The safest thing to do is wait and see if the dispute arises, follow ebay's procedure and refund on receipt of the item.
 
f1charlie said:
I think we need to take emotions out of this - i.e. who is trying to be reasonable (OP) and who is being a bell-end (the buyer) - and focus on the cold facts, as ebay will.

The OP listed his item as an HP344 but sent an HP343, thus leaving himself open to an 'item not as described' dispute. If the buyer goes down this route, ebay will undoubtedly side with the buyer.

It is then the buyer's responsibility to return the item by a method which proves that the seller receives the item, at which point the seller must refund the buyer - I don't know if this includes his return postage.

Whether the buyer will actually pursue the dispute is doubtful; it sounds like he's trying to bully the OP into refunding before returning the item, hoping that he gets a refund and then won't return the item.

The safest thing to do is wait and see if the dispute arises, follow ebay's procedure and refund on receipt of the item.
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All true, but for the fact that by antagonising the already stroppy buyer is only going to result in negative feedback and 1 star for the DSR ratings which will have an impact on future eBay dealing.

Is it worth the principle of withholding £3.70 for the return postage if you lose out on £10s or £100s in the future because you end up hidden by "Best Match" or by buyers avoiding you because your stars are low? Believe it or not, but eBay consider something like 4.1/5 as unacceptable for a seller these days, and will downgrade or remove seller privileges for being under that.
 
This is e
f1charlie said:
I think we need to take emotions out of this - i.e. who is trying to be reasonable (OP) and who is being a bell-end (the buyer) - and focus on the cold facts, as ebay will.

The OP listed his item as an HP344 but sent an HP343, thus leaving himself open to an 'item not as described' dispute. If the buyer goes down this route, ebay will undoubtedly side with the buyer.

It is then the buyer's responsibility to return the item by a method which proves that the seller receives the item, at which point the seller must refund the buyer - I don't know if this includes his return postage.

Whether the buyer will actually pursue the dispute is doubtful; it sounds like he's trying to bully the OP into refunding before returning the item, hoping that he gets a refund and then won't return the item.

The safest thing to do is wait and see if the dispute arises, follow ebay's procedure and refund on receipt of the item.
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This is exactly what I plan to do. I'll leave it upto eBay to resolve in whatever way they see fit. The buyer has left negative feedback already which leads me to think he won't follow through with the dispute as he knows he was originally in the wrong, I tried to resolve by offering more ink foc, he spat the dummy out and is still sending messages demanding a full refund (which btw I had offered previously before he realised he had actually ordered colour ink instead of black)!!!!
I've left feedback also in the words:
"Sellers beware, ordered colour ink expecting it to turn black in the post"
I was very reasonable with him to begin with, offering more ink or a full refund..... He then became demanding and threatening in his messages which in turn made me think "you can foxtrot oscar pal" I'll play the long game.....

eBay can go balls if they side with him after the messages he sent threatening this and the other......
 
i know how this irks ,but its best to just refund him what he asks then block him from any future bidding on your items which you can do . as long as you wish to continue selling on e/bay its not worth the hassle .make totally sure that EVERY item you sell is sent signed for as well ,as i got shafted a few years ago with the buyer taking up a not received claim ,but also listing my item on his for sale stuff and using my photo of it to .but e/bay still sided with him as i had no proof of delivery or postage .
 
ecoleman said:
Gary, you are missing the point.

The OP sent 7ml cartridges instead of 14 ml cartridges by mistake.
This would not have affected the customer immediately and the OP offered to send another set of 7ml cartridges free of charge to make up for the mistake and difference in quantity.
.
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Im not actually missing any point, the seller sent the wrong item, end of, the buyer might not have wanted 2 sets of 7ml cartridges instead of the 14ml he ordered so is well within his rights to ask for a refund
 
Basically you're shafted, ebay do not side with sellers, ever. They won't even look at the case, it'll all be processed automatically without any intervention from a human and will end up with the buyer getting a refund, there is no alternative ending in the ebay dispute process.
 
ecoleman said:
But that's not his complaint is it?
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Youre right it isnt, im not disputing that, however the OP sent the wrong item to the one he listed and left himself wide open to be asked for a refund, i know if i were a buyer and i was sent the wrong item i would have no confidence in the seller getting it right on the second time so for a low price item i would also just ask for a refund
 
Alan Clogwyn said:
Basically you're shafted, ebay do not side with sellers, ever.
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Sorry, that just isn't true, I've had personal experience of eBay cases where they have sided with the seller. Follow the rules and there usually isn't a problem, go against their rules or get obstinate when you've made a mistake and eBay will obviously decide against you.
 
I've found quite the opposite.

I was a top rated powerseller, but stopped due to eBay never siding with me, even when it was glaringly obvious the buyer was lying.

One case that finished it for me was someone bought something, then the next day opened case saying it hadn't arrived. I hadn't posted it yet, so it wouldn't have. Negative feedback was left later that day. I then got a message from another eBay user telling me to check the buyers 100% feedback remarks, which I did.. Every single one said the same.. Buyer opens a case immediately and says item never arrives. This was 40 odd remarks from different sellers, all the same.
I emailed eBay explaining the situation and they basically just told me I had to prove I posted the item. They wouldn't accept that this person was scamming every single seller by saying the same thing.
So I posted the item,recorded delivery, which cost more than the item was worth, just to prove a point.

It was signed for, but still the buyer claimed it didn't arrive and eBay took the money from my account.
They just would not listen to reason and refused to act on the buyer, despite over 40 feedbacks all saying the same thing. After that, I stopped selling in large volumes, as they obviously don't give a damn about sellers once they have the fees out of you.

I had numerous other cases, very similar. A camera bag I sent special delivery which was signed for, but buyer claimed it didnt arrive. His signature was on the tracking, which I sent to eBay, but they took my money and refunded him anyway..


Dave1 said:
Sorry, that just isn't true, I've had personal experience of eBay cases where they have sided with the seller. Follow the rules and there usually isn't a problem, go against their rules or get obstinate when you've made a mistake and eBay will obviously decide against you.
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