How to handle dispute with customer

[fashionoutletdeal]

Hi there customer order from me 2 handbags Roots within few hours deference so they where sent separately .However he received the first one and i got kind of agressive  message from him that the purse dont look like the pictured one .He said he will open dispute .I was busy at the store and didnt have time to respond ,but my daughter called eBay and PayPal to asked what we should do .From eBay they told her that his message is very agressive and they will watch him.I was expecting that he will open a return request and i was going to accepted because i have 30 days return policy.Well this morning i received a message from PayPal that they refund him.Yesterday we tried to recall the second item,but Post Canada said its out for delivery.I sent a message to the customer that i want to have my items back with all the original manufactures packaging .Please help me. In the past one months i get ripped  off from customers with false claims and even tho i called ebay and asked for assistance and i did what they told me to do i never got my merchandise back and all the customers get the refund without sending me back the merchandise.Customers service its not helpful at all. The only thing that i want its my items back.Thank you very much in advance for your help and advise 

[sylviebee]

You posted that paypal refunded your buyer and it sounds like no dispute was ever opened either on eBay or paypal.

There must be something missing from your post. 

[fashionoutletdeal]

Im sorry no Paypal put on holsd the money whats worried me is that the customer didnt open a return request .I never refuse the return or refund i just want my items back.How to make the buyer to return me the items ?

[sylviebee]

You initially posted that paypal issued a refund to the buyer, but now it sounds like they just put a hold on the funds.

Is that what happened?

[fashionoutletdeal]

yes .I wrote here before i checked the PayPal.I wanted to send a message to the buyer on the PayPal but i dont know how to do it .I will call PayPal and eBay again today to see what i could do.

[sylviebee]

It sounds like the buyer opened a case with paypal.  Don't worry about the second item as the buyer may be pleased with that purchase so wait and see.

If the buyer opened a case you should be able to respond.  Just follow the process and the buyer won't be refunded without a return.

BTW:  If the buyer opened a case with paypal as opposed to eBay, that's much better for you.

Paypal does not require that sellers pay return shipping for INADed cases while eBay does.

[fashionoutletdeal]

thank you he order the same bag 2 times . By the way eBay told my daughter that he is on the watch list.Whats that mean?

[fashionoutletdeal]

Should i call PayPal and ask them for assistance? Its my first dispute.

[sylviebee]

You posted:  ""eBay they told her that his message is very agressive and they will watch him."""

That sounds like they were reacting to the phone call and not like they already had him on a watch list.

To me it sounds like they were trying to make the phone call end but that's just a guess.  I don't know what it means.

You can call paypal if you need their help, or you can just follow the process and respond to the case when appropriate.

I don't know what you're seeing.

[momcqueen]

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@fashionoutletdeal wrote:
thank you he order the same bag 2 times . By the way eBay told my daughter that he is on the watch list.Whats that mean?

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Ebay is likely telling you they will watch him more closely as a buyer as a result of your call to them as a seller.

If this buyer was already under surveillance, they wouldn't be allowed to tell you. It's classified for privacy reasons.

I think the Customer Service Rep was doing their best to assuage your concern.

The best way to deal with this now is to respond appropriately to the dispute. One has ben opened, and it's very important that you determine whether it was done through ebay or paypal, and that you meet all their deadlines for responding and follow the instructions to a T. 

Best of luck to you with this. It sounds like you have a difficult customer on your hands. 

[mr.elmwood]

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@fashionoutletdeal wrote:
Should i call PayPal and ask them for assistance? Its my first dispute.

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eBay and Paypal are separate companies. A dispute on PP will not show in eBay. Go into your PP account and see what it says there.

[pjcdn2005]

If your payment was held then e PayPal dispute or eBay return request was opened.  It sounds like in thes situation it was a PayPal not as described dispute. If you had answered the dispute through PayPal and told the buyer to return for refund you would not have to refund until you received the item.  When you don't respond, the buyer will often be refunded without a return.  At this point there is no reason to phone eBay or PayPal as they can't do anything now that the refund has been done. You could write the customer and ask them to send back the item although they may just ignore you.

When there is a case opened it is usually not helpful to phone eBay or PayPal as the problem can usually be handled through the dispute or return process online.  If you are not sure what to do when something like that happens, it's a good idea to ask for advice here on the board.

Check your eBay dashboard as you might have received an unresolved claim defect.  If you did get one, you might want to phone eBay and explain that you didn't realize a claim had been opened and see if they will remove the defect.  They might not remove it but it doesn't hurt t try.  It is very mportamt to avoid that type of defect which is why you must reply to all claims and requesrs within the process. The BEST seller protection is to know the rules and understand how the system works.

[fashionoutletdeal]

thank you so much for all the help.Will procced with paypal and see what will happened.

[fashionoutletdeal]

hello we called PayPal and they were very helpful they recall the second package.We got a ticket number from Canada Post .We had a conference call between Canada Post and PayPal.I wrote the buyer a message on eBay that he need to return me the item so we will give him full refund .There is many things that bother me but mostly is he claim shipping of $29.Which is not real .He is in Ontario and im in Quebec .The package is light 0.500 kg .PayPal asked us to call them Monday again. And something else my daughter confirmed that eBay agent told her that this buyer had already reported by another seller.
Another question should i wrote him again tht he must send me the item back ? Because he bought 2 but in separated orders and he make a claim only on one of them. Same style same color strange ....

[fashionoutletdeal]

I had check my dashboard its fine -0.33% (-0.22% its from 2 customers that get a refund and never send me back my items thanks to eBay)

[momcqueen]

How did that happen? I recall you explained in another thread but was it as a result of an escalated case that eBay decided in the favour of the buyer?

[fashionoutletdeal]

We called PayPal and they were very helpful.  WE had conference call with PayPal  and Canada Post .Paypal recall the second package and we got the ticket number from Canada Post.Still There is a few things that worried me .The buyer sent me a message that the shipping will cost is $29. Thats not real.The package its light and from Ontario to Quebec its around $15 max.My daughter confirmed me that from eBay customer service they told her that this buyer was already reported by another seller.The buyer made 2 separated orders from the same handbag and the same color with about 2 hours between the 2 orders. PayPal asked us to call them back Monday.Hope things will work out for me this time.Thanks for all the help.

[fashionoutletdeal]

The first time when i asked Raphael from eBay and explained the situation with the 2 buyers that get refunded by eBay even tho i never get my items back and i had approved the returned request.This is now another case. Paypal its more helpful so far.eBay customer service its a joke thats what i find out .You could speak with 10 people and you will get 10 different opinion .In the end they always grant the buyer even tho when they checked the messages its visible that the buyers are scammers.Sellers dont have any protection. Imagine i wrote to Raphael email and never get respond.Its not fair for the comision that we pay.Well after an year on ebay im starting to look for another options to sell my products.Did you recall my post about the seller that use my pictures on .com.Well i reported him twice and guess he is still keep on . Im really disappointed 

[fashionoutletdeal]

eBay never allowed me to escalated the cases .I was writing to messages to the customer and approved the returned request.The buyer claim in the escalating case that she cant communicate with me even tho she never answer my messages and eBay can see this they granted her full refund without asking the buyer to send  me the item back .Joke .... That never will happened in real store.

[sylviebee]

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@fashionoutletdeal wrote:

eBay never allowed me to escalated the cases .I was writing to messages to the customer and approved the returned request.The buyer claim in the escalating case that she cant communicate with me even tho she never answer my messages and eBay can see this they granted her full refund without asking the buyer to send  me the item back .Joke .... That never will happened in real store.

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I've had exactly that same problem.

When a buyer requests a return and you opt to send a message before making a final decision, the return request is automatically approved.

Quite the Glitch!