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Old 07-11-2013
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Default Buyer problem

I have a buyer who purchased two phones for for a total of almost $900.

He then sent me an email a few days after the sale (before receiving them) telling me he wanted to return them because he found them cheaper somewhere else.

I told him that I couldn't do that since there is nothing wrong with them and told him I would have to charge him 15% restocking/reselling fee.

Should I just accept the return and not risk him opening an A-Z claim or am I right in at least charging him a fee for returning them.
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Old 07-11-2013
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I guess it was ok by asking for restocking fee, you can feel out his response, if he's upset and agrevated than Id just take the return as long as you get the phones in same condition as you sent them .

If they say sure no problem than take restocking fee.

My guess customer won't be too happy with that especially if they didnt even touch the phones. Maybe you can offer same price as what they found if your able to work with the lower profit
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Old 07-11-2013
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I don't think this guy will be happy about that. He is not a great customer to have. He looked for phones, found a good deal and placed an order, then found someone else selling them cheaper and wants to cancel his order and probably feels the seller should refund him in full AND pay for the return shipping on the phones.

I have dealt with these people. Cheap beyond belief and will complain about everything and anything. For them, everything is too expensive and nothing is ever good enough.
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Old 07-11-2013
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Tell him to refuse the package so they will return them to you.
Tell him that if he accepts the packages, there will be a restocking fee.
If he just refuses the parcel, issue a refund and move on once you get the phones back.
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Old 07-11-2013
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Quote:
Originally Posted by cjmixers View Post
Tell him to refuse the package so they will return them to you.
Tell him that if he accepts the packages, there will be a restocking fee.
If he just refuses the parcel, issue a refund and move on once you get the phones back.
^ ^ ^ this
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I had buyer ( on ebay) bidding on the same item on two different of my stealth accounts , he won the first paid and than on my other account the bidding ended hour later he also won that item at few dollars cheaper. He than filed a claim with the first item he won at a higher price with Paypal saying that he did not authorize the purchase and did a charge back but he purchased the same item with my other account for a couple dollars cheaper.

I wish I could of told him that I owned both accounts . Some buyers are just idiots, and you just need to factor this buyer idiot expense as another cost of doing business

Just take the returns refund the money move on
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Old 07-12-2013
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2 options

1. Just have him return the phone and move on. If they are still unopened then your not suffering much of a loss (only postage)

2. Offer to match the new price. This is generally what I do with the penny pinchers as it appeases them.
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Old 07-12-2013
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For the cheap customers that think they should not pay for return shipping, this is what we say.

If you bought the item at Wally Mart, you would have the time and vehicle expense of returning to the store for the return, waiting in line, and then back home. This is what a delivery charge is.

This works about 80% of the time.
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Old 07-12-2013
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I tried to reason with the buyer, mentioning to him that it as the same as me not shipping the phones to him if someone else made me a higher offer. I waited for his response and he wasn't responding, so then I authorized the return and told him he could return them.

What do you know...he changed his mind and said he was just going to keep them.

This is the aspect on online sales that I hate, because a lot of times I have to let buyers walk all over me just to not risk negative feedback or cases open. The way I see it, its better to do that then to risk the ability of being able to sell at all.

It was customers like him on ebay that I couldnt take **** from, especially in the heat of the moment, that led to my account being suspended.

Its absolutely unfair though to the sellers.
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Old 07-12-2013
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Good work on the communication hulkman - it is the buyer remorse principle of online sales
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