Wednesday, July 22, 2009

ebay etiquette

UPDATE
Thank you for all the advice and letting me know I am in the right! I emailed the seller to let her know that I wouldn't be accepting a partial refund and also that if we weren't able to resolve the issue, I would be filing a dispute. Guess what?! She issued the refund within moments of that email, but she didn't refund my SHIPPING COSTS!!!!! I'm not going to bother with this anymore, but I'm definitely going to be avoiding this seller from here on out. The thing is, she is a reputable seller/buyer with over 300 positive feedback. I want to believe that she did ship the skirt, it really was lost and she wasn't trying to pull one over on me, but what are the chances of that actually being the truth?

Lovelies, I need advice.

On June 25, I purchased an item on ebay. I had contacted the seller to ask how long I had before payment was due as that information wasn't included in the item description. She requested that I pay within 4 days. I paid less than 2 days after the purchase via PayPal. The seller never once contacted me to let me know that my item had shipped {which I think is bad seller etiquette - you should always send an e-mail after shipping}.

On July 8, I sent my first email to the seller asking if she had shipped the item:

Hi there!

I am curious to know if you have any additional shipping information for the Lilly skirt I won. Knowing my luck, it will arrive tomorrow because I am writing you this email, but I thought I would check in and see if you could confirm that it has been shipped.

I'm eager to receive the skirt, but I'm assuming the 4th probably slowed shipping down.


No response. On July 13, I sent the following message:

Hi there. I still haven't received my skirt. Could you please check the confirmation number given to you when you shipped the item?? It has been 16 days since my PayPal payment cleared.

I am worried it got lost!!

Sorry to bother you again and thanks for your time!


Still no response. On July 21, I sent this message:

Hi there.

This is the second time I have written about the LP skirt, size 6 that I paid for on June 27. I have still not received my skirt and would appreciate if you could let me know when you sent it and perhaps provide a tracking number.

I believe that I paid well within the time frame and kept excellent communication with you, on my part. I understand that the 4th of July holiday may have slowed shipping down some, but it has been 24 days since I have paid.

I'm concerned that the skirt was lost in transit.

Please let me know what carrier you used and any other information you can provide so I can look into it.


After this last email I {finally} received a response from the seller saying she assumed the package must have been lost in the mail and that she didn't have record of a tracking number.

Of course I would like to clear this up, so I sent an email to the seller letting her know that I would look into filing a dispute. As I have never done this before, would she let me know if there was another way to handle the situation? I made it clear that I don't want her profile or ebay reputation to be negatively impacted.

I received an email back saying that filing a dispute was not necessary and could I just be a little more understanding and patient {which I think I have been, it's been a month}?! She asked if I would accept a half refund. Again, what?!

I feel that I shouldn't accept a half refund because I have done nothing wrong! As a seller, you take the risk of something like this happening and you are ultimately responsible for the costs associated with the lost item. I feel horrible because I don't want to make enemies, but at the same time, I really do think that I'm in the right. I am such a pushover, but I think this is one time to stand my ground.

Thoughts? Am I right or wrong? Should I compromise?
Please advise...this whole ordeal is stressing me out!

40 comments:

Kayla said...

I think that you should get a full refund. Unless this type of thing "happens" a lot and she offers the 1/2 refund and people take it, there's no reason not to file a dispute. I'm thinking this isn't the first time something has been "lost w/out a tracking number" for her. Seems kind of shady if you ask me. I would give her a deadline to either receive the refund or receive the skirt. Those are my thoughts, stand your ground on this one!

Katie said...

Poor Angela. I am sorry to say that I think this woman is lying. Or she is an idiot. Or both. (Sorry, not very nice.) I would file a dispute. Do not accept 1/2 refund from her. Sorry that she is out the money, but she should have kept up with the confirmation number they gave her. Don't let this go. Stay on it until you get the money back and buy a new skirt!!

LuLu said...

I would TOTALLY file a dispute. That is completely unacceptable on the seller's part. It almost sounds like a scam. Definitely look further into it.

Cindy said...

sweetie, I would file a dispute. You have been more than patient and if you wait too long, you will not be able to file it. She is banking on that. Do it today!!

Brandi said...

I think you are completly right. I would go ahead and file a dispute. Thats not right.

Kassie said...

It's so hard to think of the right way to do things in the online world. Normally, I would say that there's nothing you can do. But in this case you did everything you could to keep communication, be friendly about the whole thing, and make sure you did your part to get it resolved!! I think filing a dispute is the only way to go. If she had been timely about responding, then maybe accepting a half refund would be a little bit ok, but not in this case. Good luck!!!

Heather said...

Stick to your guns...you deserve either a full refund or the skirt you purchased ASAP. The sellers lack of communication is ridiculous! Definitely file the dispute and let ebay handle it!

Good luck!

Amanda K said...

I don't think you need to compromise in this situation. You should get a full refund. There was once I sold a textbook on half.com. I emailed the buyer letting them know I shipped the book out. They never responded to me, but 6 weeks later half.com contacted me because the buyer claims the textbook was never received!! 6 weeks later??!! In the end they deducted the cost of the book from my account.

Preppy from Bay said...

I think you should file a dispute and report this seller. She obviously is pulling a fast one on you. Report her to Ebay! I've been purchasing a lot on Ebay lately and all sellers I've dealt with have provided track numbers within 24 hrs of my payment. Except for one, I sent her an email 3 days after purchase and received an email stating she sent it priority mail and I got it the very next day. Don't believe this person. Get your full payment back!

kknelson2 said...

You are definitely in the right. I would contact ebay about it, especially since you have email records where the seller promptly emailed you about a payment timeline, but when it came to you getting the item it took longer. Not getting a tracking number is unacceptable. She could easily contact wherever she sent it from and ask because things like this happen all the time. As a seller it's her responsibility to make sure that the item is delivered promptly without any complications. She's handling the situation like a creeper. Contact ebay.

A.D. said...

I would go ahead and file a dispute. I've had to do this before. It gives the seller 30 days to reconcile with you before they start an investigation. All she would have to do is issue you a refund and nothing negative will show up on her account. Sellers like this are what make people afraid of buying on ebay. You definitely should get a full refund since it was not your fault. Stand your ground and don't settle for half!

suburban prep said...

I worked for a catalog an people initiated disputes. This is merchandise that you paid for and per regulations through PayPal and ebay you should have received your merchandise. You have been kind enough to contact her on three different dates yet no merchandise from her.
When I ship things, unless I know I can cover my tracks I get a tracking code.
I have never in my history of dealing with anything like this have I heard of a 1/2 refund. it is your good money you spent for goods and her end was not reciprocated.
Dispute the charges. You can contact the credit card and paypal when or if it ever shows up.

Lisa said...

As someone who has been in this situation more than once - NO. Do not compromise.

In the Paypal fine print you will see that you only get so long from the date of purchase to file a dispute, otherwise you lose all rights to your money.

File that dispute now!

I have been suckered in the past and had people drag out the "discussion" for so long that I was unable to file the dispute and they were able to walk off with my money.

There's being nice, but then there is getting the item you paid for. Your job is to protect yourself - not worry about the seller!

(Sorry to get so worked up about this. I hate that clause of Paypal's and don't want to see anyone else lose their money!)

DMLD said...

You are so in the right! You were definitely A LOT more patient and much nicer than I ever would have been. A month?? Come on . . .

I would email her once more and tell her I want a full refund in so many days, or I would be filing a dispute - not to mention letting all my friends know not to buy from her. That should get her moving to try to resolve things. I am so sorry this happened to you. It is awful when you are so excited to be getting something new (especially at a great price) and then have something like this happen.

Good Luck!

Mrs. McB said...

You are correct! You should not accept a half refund for something which is not your fault. You can not help that the item was either not mailed or lost. I would do a dispute. I had to do it in the past.

DSS said...

Absolutely file a dispute. I have ordered (as I'm sure you have) from many different sellers, and never had a problem. The fact that she was so unresponsive to your e-mails leads me to believe that she may not being 100% honest. As a seller, I would be mortified if my buyer didn't receive their item.

The only way to stop her from continuing to defraud other people is to file a dispute. Unfortunately :( I know you probably hate to do that, but don't you wish someone had done that before you bought from her?

Good luck!

Black Labs and Lilly said...

This seems fishy to me! What are the odds that she did not get a tracking number AND the item was lost in the mail?? I most certainly think you should expect nothing less then a full refund, even if it take filing a dispute!

2003beachbunch said...

totally would file a dispute. don't accept 1/2 of what you paid for it. Best of luck!

mommara said...

File a dispute. That way she won't be able to do this again to someone else. Come on this is ebay. You keep and hold onto conf, numbers. Good Luck!

Kristen said...

I think you should file a dispute. I would understand if she had responded to any of your previous e-mails but it seems to me like she never shipped your item. Granted I could be totally wrong, but it seems like she may do this a lot & offer a half refund to be able to gain money and never sell anything.

Gwen said...

Girl don't let her do that to you. File a PayPal dispute now. It's best to start it immediately and cancel it in the end. That's what PayPal protection is for. I've only had one dispute (a lady sold me a bag saying it was new and hell no it wasn't new when I got it). I had my refund back 6 days later. She can't give you negative feedback either so you can do what you would like. I would leave her a negative stating that you never received the item, offered 1/2 refund and the communication sucked.

Good luck and keep us informed!!!

XOXO

Crew_Girl_In_Canada said...

I would so file a dispute immediately. While I believe in giving others the benefit of the doubt, the fact that she failed to acknowlege and respond to your emails tells me that she is untrustworthy. I honestly can't speculate as to what's happened with your item but having sold things on ebay in the past, it is 100% her responsibility to make good on the situation. It is NOT your responsibitiy. I hope she'll take the high-road on this matter and refund you the full amount. As a seller, she MUST obtain a tracking number in order to protect herself. The fact that she shipped without a tracking number or Delivery Confirmation is suspect. I'm behind you all the way on this one. Don't let her push you around!

Good Luck!

b is for brown said...

file. a. dispute. please. and now.

you deserve more than this from the seller. shady seller.

EmilyB said...

What a disappointing experience!!!! Definitely file a dispute. And definitely don't settle for a half refund - that's just bogus.

The Northerner said...

I 3874932nd everyone. Since I am commenting later, hopefully you have already filed a dispute :) If not, get on it, girl! Don't let the seller take advantage of you!

Piper Jacquelyn said...

Excuse my language, but report her ass. Sounds like she's being super shady - not okay! You have done nothing wrong & deserve correct measures to be taken! Good luck!

Miss Madras said...

I admit I have no experience buying from ebay sellers, but it seems to me that if you can dispute it do it. Also you should get a full refund, no half a refund. The customer service has been terrible, you certainly deserve an acceptable resolution.

Belle said...

I think you should definitely file a dispute. You have given her ample time and notice to fix this issue and she simply isn't helping the situation. Hopefully eBay can help!

Phoenix said...

Ugh, that's so frustrating. Make sure to note this on her feedback...in a respectful way so that others will listen and consider before buying from her.

What a shame :(

Muffy said...

How AWFUL!!!! I am so glad this all got resolved! That is the WORST!

Michelle said...

I realize she refunded you the money for the skirt, but - in my opinion - she owes you for shipping, too.

I would still file a dispute with eBay given the fact that it look weeks for her to even respond and even then she didn't refund you the full amount.

Yes, I can be a bit witchy like that. ;-)

Domestic Diva said...

Wow!! Talk about bad business and bad karma! I am so glad you got your money back!!
Have a great day!!
xxx me

A Little Pink... said...

Yikes! I would DEFINITELY file a dispute. She asked you to be patient?! Wtf? That would tick me off, right there. 24 days is plenty patient. I'm shocked she has so many positive responses. I really wonder now, what happened to the skirt?

~ Donna ~ said...

I agree, you should definitely file a dispute!!!

Belle- Pink Cupcake said...

I'm an ebay freak! I sell constantly and have close to 500 feedbacks. I ran into something similar to this also and still havent filed a dispute. I ordered a monogrammed koozie on JUNE 9TH and I keep on emailing her! On june 30th, she told me that she was shipping it out on July 3rd. I emailed her yesterday and she said that the order of supplies that she needed to make them with would be here on July 23rd and then she would ship it. SERIOUSLY? SO I totally feel your pain! I am a complete pushover and I let sellers walk all over me, maybe I should file a dispute now!

~Holly~ said...

That's a shame that happened to you! Definitely file a dispute! I myself would feel horrible if someone purchased something from me and didn't receive it, I would definitely feel obligated to make it right! Refunding half is NOT RIGHT!! Don't compromise!

KK said...

Omg she does still owe you shipping too! I cannot believe she thought a half refund would go over well!

Sweet Simplicity said...

I have a love/hate relationship with ebay for this very reason. I'm glad she refunded you your money!

preppyinnewengland said...

Oh one does need to be careful on ebay. As much as you want this to go away, you need to persist on FULL SHIPPING REFUND, otherwise report it! Obviously nothing was ever shipped! I hate these situations, but you are in the right and this seller is taking advantage of you and others.

Miss Janice said...

It's so annoying when I deal with an Ebay seller who does not communicate with me about the transaction. Hope it's all settled soon!

 
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