Why some people are scared of eBay.
I've been on eBay for nearly 12 years, and never had an issue aside from getting one cracked DVD in the mail. So, I recommend it to my friends for buying/selling, and talk it up when they express their worry over getting ripped off, or dealing with weirdo/asshole buyers & sellers and such. I never really understood the concern.. until this recent transaction that just annoys and infuriates me.
I had a nice, clear acrylic, computer case to sell. New. Never used. Still in cushiony packaging and box. A prototype from a company, before they settled on a design. Unique, right? One buyer snags it at the starting bid of $45. Awesome!
Then it starts to get irritating.
May 27 - Item ends. Buyer pays for 2-8 day shipping. I have 5 days to send out. 7-13 BUSINESS days total transit time should be expected.
May 29 - Buyer: "just wondering if the item receive date on auction is still the correct date to receive the case by"
Me: "Hi! I'm not sure what date it shows you, as that's an automated estimate by ebay. It should be fairly accurate, though. I am sending the package out tomorrow, and the Parcel Post shipping method takes an estimated 2-8 days. As soon as I finish printing out the shipping label in just a few minutes, ebay should email you with a tracking number, so that you can see the item in transit. I hope that helps answer your question. :) If there's anything else, please let me know."
May 30 - Early morning, package is given to local UPS, who will send it off to USPS that day.
June 1 - Buyer: "not getting any info on that tracking number has it shipped yet"
Me: "It has already been shipped, yes. Sometimes, there is a delay on when the electronic tracking info updates. I'm not sure what kind of schedule my local office has for entering the info and sending things out, but it should still be on schedule."
(Note: Tracking info actually stated item was in transit, on schedule. I checked. Twice.)
SATURDAY June 2 - Buyer tries to open a report/case against me for not receiving the item, but eBay doesn't let them because it's too early. And it is. First of all.. WEEKEND. Secondly, the EARLIEST estimated arrival date isn't even until Monday.
Me: "Hi! eBay has notified me that you tried to open a report on the computer case item, and that I should contact you. Has there been a problem? The tracking number says that it is still in transit. Please keep in mind that the estimated shipping time for the method you paid for is 2-8 business days. This does not include weekends, so the estimated arrival date is still June 5th to June 12th. If you still have not received the case on June 12th, please let me know, so we can figure out what happened. If there's anything else, please do not hesitate to contact me. Thanks!"
Buyer: "i fixed it it was the wrong number"
June 5 -
(4pm) - Buyer: "received case today it is cracked in the front"
(6pm) - Buyer opens an eBay case against me with the following:
Problem: The item is not as described
The buyer has already contacted you through eBay Messages
The buyer paid on May 27, 2012
The item is damaged
You have not responded to the buyer
You aren't working with the buyer to solve the problem
(7pm, After I'm finally home from work.) Me: "I am confused as to why you opened a case, stating that I have not responded to you, when I have been trying to work with you throughout the entire process, but I'm very sorry that the item became damaged in the mail. I have never had that issue before. The item was as described when it was sent. It contained all the parts that the manufacturer included. Being that it was an original prototype, it did not have all the same pieces that are listed on the website. This was stated in the auction. I do not normally take returns (also as it stated in the auction), however, if you wish to mail the item back to me, packed as it was when you received it, I will issue a refund through eBay once it arrives. I have responded to the open case, confirming this."
So yeah. All that italic/quoted text is the actual conversation between us, minus a couple mentions of location. They requested a full refund, and will get it.. IF they shell out the $15+ return shipping and send the computer case back to me. I'm curious whether it's actually cracked, or if they just had buyer's remorse.. or were trying to get me to just give up and pay for shipping, or even hoped I wouldn't want it returned. We'll see if they send it or complain about the cost.. and what condition they return it in.
I'm confident that I respond in a timely and professional manner on eBay, and if it escalates to customer service stepping in, I'll be found in the right/not in trouble. It's just EXTREMELY frustrating having to put up with this.. and possibly being out the value of 1 computer case.
That being said, in almost 12 years of buying/selling on eBay, with many many transactions, this is my first case of crap. So, don't let it turn you off to catching a good deal on the site. I just wanna vent, so people understand why I'm in a less than cheery mood today. ;b
I had a nice, clear acrylic, computer case to sell. New. Never used. Still in cushiony packaging and box. A prototype from a company, before they settled on a design. Unique, right? One buyer snags it at the starting bid of $45. Awesome!
Then it starts to get irritating.
May 27 - Item ends. Buyer pays for 2-8 day shipping. I have 5 days to send out. 7-13 BUSINESS days total transit time should be expected.
May 29 - Buyer: "just wondering if the item receive date on auction is still the correct date to receive the case by"
Me: "Hi! I'm not sure what date it shows you, as that's an automated estimate by ebay. It should be fairly accurate, though. I am sending the package out tomorrow, and the Parcel Post shipping method takes an estimated 2-8 days. As soon as I finish printing out the shipping label in just a few minutes, ebay should email you with a tracking number, so that you can see the item in transit. I hope that helps answer your question. :) If there's anything else, please let me know."
May 30 - Early morning, package is given to local UPS, who will send it off to USPS that day.
June 1 - Buyer: "not getting any info on that tracking number has it shipped yet"
Me: "It has already been shipped, yes. Sometimes, there is a delay on when the electronic tracking info updates. I'm not sure what kind of schedule my local office has for entering the info and sending things out, but it should still be on schedule."
(Note: Tracking info actually stated item was in transit, on schedule. I checked. Twice.)
SATURDAY June 2 - Buyer tries to open a report/case against me for not receiving the item, but eBay doesn't let them because it's too early. And it is. First of all.. WEEKEND. Secondly, the EARLIEST estimated arrival date isn't even until Monday.
Me: "Hi! eBay has notified me that you tried to open a report on the computer case item, and that I should contact you. Has there been a problem? The tracking number says that it is still in transit. Please keep in mind that the estimated shipping time for the method you paid for is 2-8 business days. This does not include weekends, so the estimated arrival date is still June 5th to June 12th. If you still have not received the case on June 12th, please let me know, so we can figure out what happened. If there's anything else, please do not hesitate to contact me. Thanks!"
Buyer: "i fixed it it was the wrong number"
June 5 -
(4pm) - Buyer: "received case today it is cracked in the front"
(6pm) - Buyer opens an eBay case against me with the following:
Problem: The item is not as described
The buyer has already contacted you through eBay Messages
The buyer paid on May 27, 2012
The item is damaged
You have not responded to the buyer
You aren't working with the buyer to solve the problem
(7pm, After I'm finally home from work.) Me: "I am confused as to why you opened a case, stating that I have not responded to you, when I have been trying to work with you throughout the entire process, but I'm very sorry that the item became damaged in the mail. I have never had that issue before. The item was as described when it was sent. It contained all the parts that the manufacturer included. Being that it was an original prototype, it did not have all the same pieces that are listed on the website. This was stated in the auction. I do not normally take returns (also as it stated in the auction), however, if you wish to mail the item back to me, packed as it was when you received it, I will issue a refund through eBay once it arrives. I have responded to the open case, confirming this."
So yeah. All that italic/quoted text is the actual conversation between us, minus a couple mentions of location. They requested a full refund, and will get it.. IF they shell out the $15+ return shipping and send the computer case back to me. I'm curious whether it's actually cracked, or if they just had buyer's remorse.. or were trying to get me to just give up and pay for shipping, or even hoped I wouldn't want it returned. We'll see if they send it or complain about the cost.. and what condition they return it in.
I'm confident that I respond in a timely and professional manner on eBay, and if it escalates to customer service stepping in, I'll be found in the right/not in trouble. It's just EXTREMELY frustrating having to put up with this.. and possibly being out the value of 1 computer case.
That being said, in almost 12 years of buying/selling on eBay, with many many transactions, this is my first case of crap. So, don't let it turn you off to catching a good deal on the site. I just wanna vent, so people understand why I'm in a less than cheery mood today. ;b