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  #1  
Old 06-12-2014
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Default Advice Please on Buyer Complaint

Hi guys,

I have recently sold a number of DVDs which I had dropshipped from Amazon to my buyers and only made a small margin on each one.

One of my buyers yesterday sent me a quite rude email saying that his DVD does not work, and he is not happy that he has paid £10 for a DVD that got stuck in his TV and has broken it. This DVD was 100% genuine, brand new and still sealed and was purchased from Amazon.

I have told him that I would be happy to offer a refund or replacement if he can return the item to me but he is claiming that he cannot do this because the disc is stuck in his TV. He still wants a refund though!!! For all I know it was his TV that was faulty so my question is should I refund him or not.

He only has 17 feedback and I suspect he is just trying to get a free DVD. If this was me I would never dream of expecting a refund without returning the item.

How would you guys deal with this one? I would like to see what HMV would do if somebody came into the store asking for a refund without returning the item.

Any advice would be most appreciated.

Last edited by delboy; 06-12-2014 at 05:59 PM.
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Old 06-12-2014
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Default Re: Advice Please on Buyer Complaint

you could ask for the make model details off the back of said TV and suggest your technical department (Google search) will get back to him on a method of at least removing the DVD.
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Old 06-13-2014
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Default Re: Advice Please on Buyer Complaint

if the cost of item is low, up to you you but it is an unusual situation, and of course it probably is not the dvd that caused it if true, I would just refund and move on.....
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Old 06-13-2014
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Default Re: Advice Please on Buyer Complaint

Its always a hard pill for the seller to swallow when a complaint is made, especially when you don't think it was your fault. In my opinion you should refund, apologize and walk away. The quicker you refund him the quicker he is off your back. Im assuming it wont be much of a loss for you to refund which is great.. I always feel horrible to people who are selling expensive products that have to eat that huge cost. Good luck with dealing with the buyer!
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Old 06-13-2014
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Default Re: Advice Please on Buyer Complaint

Quote:
Originally Posted by delboy View Post
Any advice would be most appreciated.
Like the others, I would refund, report the buyer, move on and put the headache behind me.

BUT: If you decide to go with the return route, you could make the buyer return the DVD case at least.

Most people who have a DVD collection like to display it, and without the case this would be hard to do. Plus the buyer would have a hard time reselling the DVD without it.

Anyway, just an alternative.
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Old 06-17-2014
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Wink Re: Advice Please on Buyer Complaint

Hi guys,

Thank you for your advice. Much appreciated.

Unfortunately, although I gave this clown his refund - without him returning the item - he has still found it necessary to leave negative feedback as well as send me an abusive message. On my feedback he has recorded "Faulty DVD - Broke my TV". Not sure how this is my fault as the DVD was brand new and sealed.

Anyway, I have reported to him eBay (who probably won't do anything as usual)

Thanks again

Last edited by TGMT²; 06-17-2014 at 03:35 AM.
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Old 06-17-2014
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Default Re: Advice Please on Buyer Complaint

He was going to leave the negative feedback regardless - you could see it coming
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Old 06-17-2014
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Default Re: Advice Please on Buyer Complaint

I had a similar situation, I sold a duplicate dvd that was given to my daughter as a gift. Took the picture of the dvd (Slipcover and DVD Case). Well the buyer (also a seller) for some reason thought they were getting 2 BluRay Disc and 2 DVD disc, lol. I explained the situation but they were not having none of it.

I just gave the buyer/seller a refund and called it a day, gave me a negative....so I called Ebay and explained my situation, they saw the listing and agreed with me and they took the negative off.
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Default Re: Advice Please on Buyer Complaint

Ugh,,, some people..

If he left abusive feedback Ebay will eventually remove it. I have had two customers do so (also threatened me in an email) and I was able to get it removed based on that. If you cant call you can always report their comment and provide supporting documents. I had to report the comment 3 times a week for a month or so to finally get it removed.

I honestly don't think an idiots comment can ruin your account too much, people are still going to buy but if you want that negative gone, that should do it!
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Default Re: Advice Please on Buyer Complaint

Its a business. This is why you have policies in place so you don't sit there trying to custom tailor how you will handle each situation.

Focus on resolution. Keep your emotions out of it when replying and most likely they will do the same in their next response. To do this simply(pretend you're a robot with no feelings), apologize and get straight to your return policy which should be either refund, exchange or replacement. Block buyer. Repeat.
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Old 06-17-2014
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Default Re: Advice Please on Buyer Complaint

Thanks for your replies guys. I can live with the negative feedback but I am just a bit annoyed about it as it is a new account with only a feedback score of 10 (was 11).

The buyer still keeps sending me messages and his story seems to change each time. He is right plonker!!!

Oh well. Back to selling...
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