Wednesday, October 22, 2014

ASK THE EBAY QUEEN: What do I do about rude eBay seller?

By SUZIE EADS, Ask the eBay Queen | 1/10/2014

Dear eBay Queen: Almost 30 days ago, I purchased an item from a seller with more than 20,000 feedback. The seller apparently sent my item to another buyer, and sent her item to me. I let the seller know, opened a case, and she sent me several messages about trying to get the item back to me from the other buyer. I sent her an email telling her I needed the item or a refund, I’ve waited long enough, and she had the wrong item she sent me back. I received this from her:

“First, two emails is hardly a major attempt and your information is not correct because we did respond via email and it was noted by eBay that we did so. We did explain to you what happened, but we don’t intend to send daily updates when there is nothing to update. We said we would send the item to you when we received it back. Mistakes happen all the time. In fact, the person who got your item never opened a case and thanked us for the update email they received about the situation. Also, when we printed the second shipping label eBay sends a message to you, so you did receive notification that the item was shipped. This was all confirmed by eBay when we called them to discuss the issue with a supervisor. 

“We have a good rating for a reason, and, yes, we make mistakes, like we are quite sure you have at some point — but we worked hard to get it corrected quickly. We cannot make someone send an item back to us quickly and it did take them time. Most of our customers respond via email and wait patiently for a response before launching a case (if they ever do,) but apparently that is your tactic for doing business. Regardless, we have been advised by eBay how to proceed and we communicated this to you. We will check the tracking and should it be delivered to you, we will expect it returned within a week or we will proceed with the eBay supervisor’s recommendation to report it. Since the matter has been discussed in length and we have been very clear about next steps, we do not expect any additional communication from you with the exception of a tracking number label number that eBay will send us for our items being returned back — should you receive them. And just to clarify, we will respond in kind to any feedback given. Thank you.”

I’ve given her negative feedback. Is there anything else I can do? — Kathy

Dear Kathy: At this point, I would escalate the case through eBay, and let its representatives decide. I’m 99.9 percent sure it will be found in your favor, and you will receive a refund. I’m sorry this happened to you. If you are worried about the seller leaving a negative for you, that cannot be done. eBay no longer allows sellers to leave negatives for buyers.

In speaking for the seller in this case, I’m sure what they did is a total mistake, and they wish it had not happened. A person with that kind of feedback is operating as a business. Their email and how they handled this is not very professional. If a seller finds themselves in this situation, they need to ask both parties send the item back to them. If only one returns it like in your case, they should refund the person without the item. If the other buyer sends that product back, let the first buyer know. If they still want it, they can repay for it.

Strange eBay item of the week: eBay item No. 39072586594. If you don’t know much about quilts, let me tell you, this one is fabulous! I really love the color, and thought it didn’t sell for enough money. Check out “RARE HAND STITCHED 1960’S HAWAII QUILT BUTTERFLY GINGER LEI PATTERN – NO RESERVE.” It sold for $1,425 at http://www.ebay.com/itm/RARE-HAND-STITCHED-1960-S-HAWAII-QUILT-BUTTERFLY-GINGER-LEI-PATTERN-NO-RESERVE-/390725865948

Suzie Eads is a nationally known eBay marketer and eBay trained education specialist. She lives in Rantoul. Have a question for the eBay Queen? Email the eBay Queen

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