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My first INAD case
 

Hello,

Just got my first IAND today and don't know how to handle it?

I got email about this from eBay, when log-in to eBay it said the case was open with PP.

Here is what PP said:
http://img132.imageshack.us/img132/7577/pp1e.png

I want him to return the item before issue the refund. What option should I select?

- Accept the refund and close the dispute. Or
- Don't accept - show other options

Thank you

Don't accept, continue to communicate with the buyer & request he return the item. I'm sure there's an option for this.

Click on "Don't accept - show other options". There should be an option to tell the customer to return the item or you can continue communicating with the customer and can request your item to be returned that way.

If you do accept the buyer will get a refund and is not obliged to send the item back as the case will be closed.

With these kinds of disputes i always find that good customer service is the best answer. A lot of the times it's just talking things out. Why don't you ask your customer..does he want to return the item and get a refund..or a replacement (if you can afford to do this or viable)

First, he want a replacement but want to get the replacement first before return.
Then now he want refund first then return the item.

We have been communicated about two days before he open this case.

Just say to him that for his and your protection, along with paypal rules & ebay rules that a customer must return the item first, then get a replacement. And state its not your rule it's paypal and ebays. Thats what I would do pal :)

Funny, I had my 1st SNAD Case about 2 weeks ago, after communicating with the customer and making sure the customer did not feel like I was trying to scam them, sent me the bad product, gave them a new one...Positive feedback!

Agree with moneyhustler, it's always about awesome customer service, you sort of have to kill them with kindness!

Tried that already and it didn't work out with this 70yrs old man. He want instant refund first than return the item.

He just escalated to a claim now.

That sucks bro, hope it works out for ya. Yeah, some people can't be reasoned with unfortunately.

I sell to Women and let me tell you....It's like walkin on thin ice all the time haha.

As he escalated you should now have the option to request buyer to return the item before issuing a refund?

Normally if you have already offered a return for refund ebay rule the same way anyway bud.

Funny enough just had my first case open against me in 3 months, item posted yesterday & delivered today. Instead of the buyer contacting me first they open a case. Told the customer to return wrong item recorded delivery & I will send him correct item.

The funniest thing is the item he got I sell for £30 & the item he wants I sell for £7 so worth the recorded return to make sure :shocked:

The buyer refused to send the item back for refund and closed the case.

Thank you everyone