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Old 10-24-2013
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Default What to do? Case opened and i have a limited paypal

Hi, Ok, so. My paypal account has been limited with funds held for around a month now. I've just had a buyer open a case on ebay for an item they bought 5 weeks ago, it is a roll of vinyl, it was 30 metres, they have used 10 metres and have said it is damaged/defected from there on, they have put up pictures, it does look damaged but not extensively damaged. They have chosen they would like to return for a full refund. What do I do? They've used a third of it, and it's not cheap. Surely ebay wont refund them for this? What shall I do? thanks
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Old 10-24-2013
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Default Re: What to do? Case opened and i have a limited paypal

Try to negotiate for a partial refund?

Are you still using the ebay account?
I ask for risk of a negative feedback.

If not, then just eat the loss as if they escalate the claim they will most likely get the full purchase price anyway.
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Old 10-24-2013
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Default Re: What to do? Case opened and i have a limited paypal

I would offer them a 75% refund and to pay the return postage costs
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Old 10-24-2013
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Default Re: What to do? Case opened and i have a limited paypal

Agree with above posters. Whenever a buyer complains about your product, I know it is annoying, but this is where your Customer Service skills come into play.

Your response is critical. It can be the determining factor with an angry/upset buyer who will ultimately leave you negative FB and worse, low DSR scores. OR you can turn this situation around into a positive.

A good option here is a partial refund. When offering this to your buyer, be as polite as possible which will show that you are willing to work with them to correct the problem.

Quote:
Thank you for contacting me. I am sorry to hear you are having trouble with this item. I would like to correct this issue by offering a partial refund in the amount of $xx.xx. If this is suitable, let me know so I can process the refund immediately via Paypal.
I find alot of buyers are very receptive to this and will take a partial refund (but don't short change them w/ a low offer).

Sometimes as a seller, you need to account for situations like this and be willing to work w/ your buyers to maintain your account. Best of luck in whatever decision you make.
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Old 10-28-2013
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Default Re: What to do? Case opened and i have a limited paypal

I would take the money and an-da-lee areeeebaa areeeebaa lmao
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Old 10-28-2013
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Default Re: What to do? Case opened and i have a limited paypal

Thanks. I've offered a p/refund and they accepted. Now I've got to get paypal to release the funds for the refund, that should be fun as I can't ring up and they're useless when it comes to emails.
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Old 10-29-2013
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Default Re: What to do? Case opened and i have a limited paypal

Glad to see buyer accepted the partial refund. I find alot of buyers do accept the partial refunds. It shows you are taking their claims seriously & aren't blowing them off.

Remember, selling the product is just the first part of the sale (and the easy part). Getting them to keep it and remain happy is the tough part!
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