OT: WWYD, ebay buyer wants to return American girl doll /Update, Paypal q? post 29

[DianeV]

The way the buyer acted on this is what has me wondering. She was so quick to say she is packing it back up to send back and didnt mention anything about working something out to get it fixed.

 

[SandrA9810]

Had a buyer try that one as well. Sold a sealed copy of a video game, and got a reply back almost immediately after receiving it. Said that "after opening the original shrink wrap, the disc was scratched". I think he left a negative feedback too before being able to respond to him. Well I called the game manufacturer and asked them about a replacement. If we sent them the copy, they'd issue a new copy. The buyer didn't want to pay for the return shipping, even though we'd have to pay for the shipping to the manufacturer for the replacement and shipping back to him, all for a $10 game. Never heard back from him. He clearly stated in his response he took off the original factory seal... and yet it's some how our fault for it being scratched?


You should probably send a reply back to the buyer, telling them to allow the doll to come to room temperature before deciding it's broken. The cold can very much affect moving parts of anything.
If she still insists upon it being defective, tell her you've talked to AG, and the steps it would take to have the doll fixed since it was still new. Are there any seals on the box to prevent some one from opening it?

 

[nunzia]

I got a AGD thats eyes stuck at first it was like it ( doll) had to adjust to temp then it worked fine!! I would tell her that you would take the doll back minis the shipping and handling costs and resell her BUT you also need ALL the packings that came with her in exact condition you sold her or you wil have to dedut tht from refund.. that may deter her from refunding and that you need doll back within 10 days and want it shipped with insurance and tracking! good luck

You can't do this..Ebay expects sellers to refund original shipping, but buyer can be made to pay for return shipping.

 

[sam_gordon]

Had a buyer try that one as well. Sold a sealed copy of a video game, and got a reply back almost immediately after receiving it. Said that "after opening the original shrink wrap, the disc was scratched". I think he left a negative feedback too before being able to respond to him. Well I called the game manufacturer and asked them about a replacement. If we sent them the copy, they'd issue a new copy. The buyer didn't want to pay for the return shipping, even though we'd have to pay for the shipping to the manufacturer for the replacement and shipping back to him, all for a $10 game. Never heard back from him. He clearly stated in his response he took off the original factory seal... and yet it's some how our fault for it being scratched?

umm, yes, it is. If you bought a movie or game from your local brick and mortar store and it had a scratch in it, wouldn't you take it back to the store? THEY aren't responsible for the scratch either, but that's where you'd go.

 

[gk90]

You are sure that paypal has made their decision? Because they do automatically hold the funds when a claim is filed. that doesn't mean they have decided in her favor.

if they did I am curious as to what you said and what paypal said. I agree that the buyers hold all the cards in these cases and can easily substitute an item

The buyer sent me that shouting message, then filed a dispute then escalated it to a claim, which was decided in the buyer's favor, all within a matter of hours. Paypal informed me of all of this through emails without asking me for any input and by the time I saw them and logged into my account it said I had a negative balance in the amount of the refund.

 

[sookie]

i think she really didn't want the item in the first place! ugh - sorry OP.


i think you should try the invisible mark thing to see what she says! lol

 

[SandrA9810]

umm, yes, it is. If you bought a movie or game from your local brick and mortar store and it had a scratch in it, wouldn't you take it back to the store? THEY aren't responsible for the scratch either, but that's where you'd go.

Yes, and when we tried to correct the problem, by offering to exchange it with the manufacturer, he didn't want to pay the couple bucks shipping back. We weren't denying him an exchange. But it was annoying that he put a negative feedback before even trying to rectify the situation.

His statement was more along the lines, that it wasn't a new game, but he specifically stated taking the original shrink wrap off the game.

 

[DianeV]

Aww thats too bad. I would find a phone number for paypal and give them a call. Ask them why you werent able to give your input?

The buyer sent me that shouting message, then filed a dispute then escalated it to a claim, which was decided in the buyer's favor, all within a matter of hours. Paypal informed me of all of this through emails without asking me for any input and by the time I saw them and logged into my account it said I had a negative balance in the amount of the refund.

 

[gk90]

So here's another wrinkle. I told the buyer to go ahead and mail back the doll but that I'd be out of town until Jan 2 so please not to mail it right away. I got back from vacation and waited for the package, figured that the buyer would mail it on Dec 29 or 30 and I'd get it Jan 3 or 4. But Jan 6 rolled around without it arriving and I got an email from Paypal saying the case had been closed because the deadline had passed without the buyer responding. I breathed a big sigh of relief--and then the package arrived! It was postmarked Jan 4. Grrr...

The eye does stick a little--I tried it around 10 times and it stuck maybe 3 times. I know that if I'd paid over $100 for a doll I'd be disappointed so I can understand the buyer wanting to return it, but on the other hand DD told me that her AG dolls' eyes stick sometimes too, and her take on it was what was the big deal.

I emailed Paypal asking them if they could reopen the case since the buyer did return the item. (I double-checked and it really does look like the same doll that I sent out) Haven't heard from them yet. I sent a copy of that email to the buyer, to let her know I got the package and planned to send her the refund.

And this is my question now: I just realized that I don't need an open claim to send the $$ back to the buyer, I can just send her a Paypal payment. But would it make sense to wait and see if Paypal reopens the case, so that way I'm going through official channels? WWYD?

 

[SandrA9810]

Since you sent the email, I'd wait for their response back.

Maybe she'll learn her lesson in jumping the gun. A refund process could have gone much more smoothly had she contacted you first about a refund.

Although if you didn't contact paypal, you could've done a refund minus the shipping charges. Usually, paypal also refunds the shipping charges.

 

[ellone]

And this is my question now: I just realized that I don't need an open claim to send the $$ back to the buyer, I can just send her a Paypal payment. But would it make sense to wait and see if Paypal reopens the case, so that way I'm going through official channels? WWYD?

Wait for paypal, it will cost you less. If you sent money, then you have to send the entire amount. If paypal refunds, part of the payment back to the buyer is the fees that they charged you.

Also if you send money directly to the buyer they will have to pay fees to receive it so they won't get the full amount.

 

[DisneyLoverUSA]

You don't send them money. You go to your Paypal account and find the payment TO YOU from when the buyer bought the doll and there is a clickable option on that line that either says DETAILS or REFUND. You click that little drop down and click to refund, then it will ask you the amount to refund and you put the entire amount the buyer paid you to begin with. Once you send the refund Paypal also refunds the fees they charged you when you got the money. The buyer gets back every penny.

I thought you had previously posted that they had already deducted the refund amount from your account and that you signed in and had a negative balance? So didn't she already get her refund?

 

[gk90]

DisneyLoverUSA, yes, I had a negative balance but from what I understood Paypal was holding those funds to return to the buyer when I told them that she'd returned the doll? And when their deadline (Jan 5) came and went without my telling them that the return had arrived, they closed the case and the negative balance went away?