I can use some advice from fellow vendors here.
We got an order for a necklace and shipped it to the buyer.
It was fairly inexpensive and in perfect condition. There were several very clear and close photographs in the listing and a very detailed title and description. The title states “stainless steel” and the description again states stainless steel.
Now the customer has sent us a message that she thought the necklace was sterling silver and wants a refund or to swap it with a sterling silver charm or something. LOL It was pretty inexpensive, so no, we aren’t going to swap it for something that is sterling silver. We do have a similar piece that is sterling, but it is also priced much higher than the piece she purchased.
We feel that there is no way she could have made this purchase and not seen that it was stainless steel from the title and description.
I wonder if it is somebody trying to pull one of these scams we’ve been reading about, where online buyers make purchases and then once they receive the items, they state dissatisfaction with the items purchased and somehow end up with the items for free.
I don’t know if anybody here can reference a sold item from my shop, but if you are Bonanza knowledgeable, I’d appreciate some opinions and guidance around this issue. At this time, I’m inclined to not refund. given how clearly the item was listed and described as stainless steel.
Also, our online shop policy for returns/refunds is for DOA only. This is not applicable to this item, which was in mint condition when she received it.
Thanks for any help you can provide in helping us make a good decision about this.
Kind regards,
Barbara (LuLu’s Fancy)
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LuLusFancy Reputation: 281 See LuLusFancy's booth |
I would have her return it to you, and when you have it back, then issue a refund for the cost of the item. I would not send her something more expensive without having her pay the difference. Hope this helps.
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Margiecrafts Reputation: 491 See Margiecrafts' booth |
1 Comment
Hi Barbara
I agree with Margie. Tell her you will refund item price only (shipping money was spent on shipping) once you have the item back, and check to be sure it is the one you sent, and in the condition it was sent.
Perhaps she made an error when looking at both and purchased the wrong one, who knows? But, if she pays to return it and it comes back in good shape, it’s easier to refund.
Be sure to tell her that it needs to be shipped by xxx day, or you may get it back a year from now. If it was new, it needs to be in unworn condition with any labels or tags still attached. Also, make sure she knows to pack it well, because if it doesn’t survive the trip, you won’t be refunding.
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BookbinEtc Reputation: 1322 See BookbinEtc's booth |
2 Comments
And some buyers just do NOT read the description. I have something for sale on another site – it is big – TOO big to ship. Title says Local Only – description says Local Pick up Only – shipping says the same. And what happened last night? Some one in California (I’m in Florida) purchases it. Told her it’s Local Only. She replies she didn’t see it. lol Sue
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suejo0101 Reputation: 59 See suejo0101's booth |
1 Comment
Agreed with other…return it in original condition..once returned will refund cost (since it is clearly stated in listing, I would not return shipping…I only do that if I made some kind of mistake)
Once returned and you are satisfied, return cost ..then come back to bonanza and request return of fees and give the return transaction number..also fill out explanation so bonanza does not request more details (ie why you did not return shipping)
I have also found it the person was fishing for something more.. (scamming) ..they usually don’t return the item…..if it was an honest mistake on their part the usually do…
One other thing..photograph the package and then the package open with the item visible..for just in case
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ccmom Reputation: 12648 See ccmom's booth |
1 Comment
I was into this issue and tir [URL removed] ed to tinker around to check if its possible but couldnt get it done. Now that i have seen the way you did it, thanks guys
with
regards
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PrimE1 Reputation: 16 |
I agree with you. Service is really important to explain why custumers return or not.
[URL removed]
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austin082020 Reputation: 12 |
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