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Wed May 30 2012 12:10:27

eBay Buyer Claims SNAD - What Should Seller Do?

By: Reader
Sponsored Link
Dear Ina,
I recently received an email from a customer on eBay stating that the item he received was not as described. He claimed that I sent him a used circuit breaker when I advertised, and sent, a new one.

I asked him for a picture of the item he claims he received and it does not match the picture of the item I listed on eBay. I have included links to the two images, the first is the one I advertised, and the 2nd is the item he claimed to receive. This is the only one of this item I have in stock so I am 100% sure it is the item I sent.

Advertised Circuit Breaker

Buyer Photo

I am just writing because I am concerned about how to proceed with this. I do not want to accuse the buyer of trying to rip me off, but the item he claims to have received is clearly not the one I sent.
Sincerely,
Chris
Reading EcommerceBytes Letters Blog: eBay Buyer Claims SNAD - What Should Seller Do?
Comments (45) | Leave Comment | Permalink
Readers Comments

eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: JustTheFacts This user has validated their user name.
       
Wed May 30 12:21:25 2012
I too can see they are different items.  The sticker placements give it away clearly.  Although his unit actully looks newer.

My feeling is that he is showing you HIS OLD ONE which he knows does not work and why he is repalcing it and now he wants a refund so he can get a FREE ONE.

This is way to typical of the average ebay "buyer/chear today.

The fact that this type of stuff almost NEVER  happens on any venues outside of ebay and Amazon speaks VOLUMES!
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: TrentDep
       
Wed May 30 14:03:30 2012
Part of the cost of doing business on ebay - just refund the money and move on.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Ric
       
Wed May 30 14:38:58 2012
Clearly based on the pictures, the buyer is attempting to extort you and get a free item from you.

With eBay's Buyer Protection/Seller Extortion Program in place and with eBay Customer Service almost guaranteed to side with the buyer in any and all cases you will become the latest victim of eBay's small seller prosecution process. Sadly eBay has created a no win situation where the seller is always at fault and the buyer is never wrong.

You have to know that eBay will agree with the buyer's claim that you sent the wrong item. The problem is that if you ask the buyer to return the item and the buyer switches out the other breaker, eBay will still side with the buyer and declare that YOU are lying about the item you received in return.

Accept the fact that you are yet another in a long list of sellers victimized by eBay enabled electronic shoplifting, and will be screwed out of both your original item as well as the payment. You will also have the comfort of knowing that you have enriched eBay by paying non refundable listing fees, final value fees etc... on an item that has essentially been stolen from you.

Welcome to John Donahoe's new and improved eBay.




eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Anonymous Annie
       
Wed May 30 15:09:37 2012
High-tech shoplifters have invaded eBay in full-force.

Word is spreading about eBay's shoplifter-friendly policies. Some even blog about all the free stuff they got on eBay (and explain in great detail how to do it... as if eBay's step-by-step wasn't clear enough.)

Sorry this happened to you, OP. This is a can't-win situation. eBay does NOT have your back on this one, and the shoplifter knows it.

Your choices are:

-- Refund and hope you don't get a neg and low DSR's.

or...

-- Stand firm... wait for eBay/PP to refund anyway, and be guaranteed of a neg and low DSR's.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Anonymous Annie
       
Wed May 30 15:14:02 2012
As a follow-up... could he have ordered the same item from more than one seller? Maybe this is a duplicate purchase that he's confusing as the OP's. (A remote possibility.)
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Ming the Merciless
       
Wed May 30 19:39:31 2012
@ TrentDep

If you think refunding money to criminals is the answer, then why not send the buyer a refund from YOUR money?

eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: used2luv2sell This user has validated their user name.
       
Wed May 30 20:52:22 2012
Ebay SUSPENDS A SELLER for receiving too many low hidden DSR's.  These low DSR's never have to be proven to be true because they are opinions.  So, seller is suspended based on opinions.

Ebay KEEPS BUYERS who constantly demand refunds due to receipt of the ''wrong item''.  Wink Wink

Ebay does not want to be known as a ''GARAGE SALE'' because that is beneath them, but Ebay is SHOPLIFTER FRIENDLY - and this is GOOD????
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: Ed This user has validated their user name.
       
Thu May 31 00:13:22 2012
When it comes to shoplifting ebay won't trust a seller even if they have pictures of the transaction. Every seller is dishonest in the eyes of ebay even the Top Rated Sellers with a high number of positive feed backs and 5.0 DSR across the board.

How do we protect our reputation and good name of our business.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: cayenna This user has validated their user name.
       
Thu May 31 00:32:35 2012
Last month I bought a new item from a seller and when I received it, it CLEARLY was not the same color. I offered to send pictures, I had gone through and done everything exactly according to eBay's policy; contacting the seller, discussing it, offering the pictures etc.
I filed a claim because the seller would not also pay for the shipping to return the item as she clearly sent me the wrong color. Ordinarily I would have paid for the shipping. The claim was escalated and the seller won. All the evidence was there in my behalf and the seller still won. It would have cost me $18.00 to ship the item back when it was her mistake.
So now I will have to try and sell the item and if I don't want it I doubt anyone else will either.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: diecastmike This user has validated their user name.
       Web Site
Thu May 31 00:55:45 2012
I agree with everyone, eBay has created a scammers paradise. What I do when selling auto parts and electronic parts, is I scribe the last four digits of my phone number with a pin very very discreetly in some corner. Then I take a picture of it laying on their shipping label. If ever you run across a scammer, simply direct him to the location and ask for the number inscribed. If he cant do it...he's busted. He will know he's busted the minute you ask for that identifying mark.  
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Ed Gadfly
       Web Site
Thu May 31 01:37:59 2012
The customer is always right.

eBay says you would have shrinkage if you had a brick and mortar store so suck up the loss and move on.

It's called ''honor among thieves'' and it's a common business tactic.  
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: cayenna This user has validated their user name.
       
Thu May 31 01:39:09 2012
Great idea!
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: cayenna This user has validated their user name.
       
Thu May 31 01:41:36 2012
I like diecastmikes idea even though I have many, many times applied what you are saying Ed. I am sure all of us have paid and moved on...
I hold onto pictures so that there's something to compare to also for a while and because I make original items.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: NullApps This user has validated their user name.
       Web Site
Thu May 31 04:58:02 2012
@ diecastmike

While that is proof to you how does that help your situation?  Does eBay actually take your word for it that they failed to recite your pin number?
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: bacpro This user has validated their user name.
       Web Site
Thu May 31 09:33:29 2012
I agree with first comment, give the customer a refund and move on. There is saying:

''The customer is always Right, even when he's wrong''
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Marie
       
Thu May 31 09:46:52 2012
OP, your buyer may just be fishing to see how you will react.  You stated that the buyer contacted you and stated the problem.  Did they actually open a claim with Ebay or PayPal?  If so, which place?  I'm at this point going to assume there is no formal claim opened as you did not state that.

With considering there is no claim yet filed, chances are good the buyer is going to wait and see how you react.  When this happens you have to take it case by case.  Sometimes the buyer contacts you first because they are good buyers and always want to see if they can work things out directly with their seller before involving Ebay.

Or the buyer is fishing to see if they can get a partial refund or full refund.  So anytime this happens I encourage you to look at it closely and consider each time it happens on it's own merits.

Now if they are fishing, you just need to respond back briefly and professionally.  Then wait to see what they do next.  I might suggest something like this.
*************
Thank you for contacting me and for the picture you sent. I am at a loss to figure out how I could have shipped the wrong item when I only had the one in stock.  But with that said, if you'd like to return the item, just let me know and I will provide you with instructions.
****************
Keeping is short and to the point.  Most times when someone is fishing, they will opt NOT to return the item.  They will email you and try for a partial refund.  You respond back briefly and to the point, re-state return for refund.  Typically they will go away without damage to your FB.

There is always a risk to your FB in any transaction you do on Ebay.  The only thing you can do is stay professional and hope for the best.  It's all any of us can do.  
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Marie
       
Thu May 31 09:50:30 2012
By the way, if it is of interest to anyone.  I firmly disagree with those that say "refund and move on."

I know that many of us blame Ebay for breeding and supporting this type of behavior by a buyer, but when sellers react like this, the seller then becomes part of the problem as well.  So the sellers become partially to blame as well because they are showing the buyer they are willing to play the game.  So if you are a seller that prefers just to refund when a buyer has a complaint without trying to find out more.  Then you need to take ownership as being part of the problem.

Don't get me wrong, I understand and respect the concerns over feedback.  It's an ever present issue and you do need to do what you can to protect it.  But auto refunding on a little complaint is not the answer.

eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: KEEPING A CLOSE EYE ON THEM ALL! This user has validated their user name.
       Web Site
Thu May 31 09:58:51 2012
Re: diecastmike

Uhm... I must be running slow this morning...
How exactly does that help anything if you are directing them TO the number and asking what it is?
I don't get it... They are saying what you sent isn't the item you 'advertised', how does asking them what the 'I.D.' mark is solve anything at all?

I mean they HAVE your item, what does finding that number do about their claim?

Personally we use an invisible ultraviolet marker and put a discreet mark on every last outer retail packaging we ship, and on the item its self when an 'open/no outer retail packaging item. (again, the mark is absolutely 100% invisible except under an ultraviolet light so it doesn‘t harm anything about the product)

Puts a stop real fast to scammers who try to return defective or used items that are NOT what we actually sent them.


But then again we aren't dealing on ebay and are a very reputable outfit, if there's a LEGITIMATE problem we fix it in the blink of a eye with no questions asked, and our Customers are called and a sincere apology given as well as a offer of a future discount on their next purchase for the trouble.
(But then again we very rarely have any issues come up and have a fairly large repeat buyer base because of this)
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
by: innerpuppie This user has validated their user name.
       
Thu May 31 10:10:20 2012
The best and easiest way to deal with issues like this is to just refund and move on. eBay wants sellers to have a 'Walmart mindset' and if they don't, well, you may find yourself on the end of rotten feedback, low DSRs and a quick letter from 'on high' telling you that you are no longer able to sell on their venue. You'd be shocked at the money I've refunded for items that were received but buyer claimed they weren't or totally new but buyer said they weren't, etc. When I look at my overall sales, and profit, and assess what I'd lose if I angered the customer and eBay 'gods' I just refund and move on - often not even asking for the item to be returned. It's sad, but that is what it takes if you want to sell on eBay and don't have a store located in China.
eBay Buyer Claims SNAD - What Should Seller Do?   eBay Buyer Claims SNAD - What Should Seller Do?
This user has validated their user name. by: Marie
       
Thu May 31 10:21:48 2012
@innerpuppies

In doing so [just refunding] you become part of the problem.  You reward the buyer so why would they ever stop behaving the way they are.  They are getting full support by Ebay and the seller.  

Makes no sense to me.  Why complain if you are not willing to try and stop it, but quite the opposite, you help to support it.
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