I need help on how to answer this buyer and what to do?

[musicyouneed]

I sold this item:  35 Christmas Favorites On Organ And Chimes (2 Discs 1996) Brand NEW.  The buyer just emailed me and said that she had purchased it for her mother thinking it was organ and chimes Christmas Music which the title stated.  The said that they are not happy with the CD as it sounds more like Phantom of the Opera music than Christmas music.  She stated that my listing stated to contact me if they were not 100% happy which they are not.  

How do I respond to this?  Is this an item that is not as described?  I think they were thinking of a different kind of organ and chimes music.  Because it was new I have never played it.

I am at a loss of what to say and do,  any help or advice would be appreciated.

[ricarmic]

If it were me (remember though we sell in different "worlds") I would say something like:

Thank you for your note! I am sorry to hear that you were disappointed with the CD. We sell a lot of different CDs and haven't ourselves listened to that particular CD (it was brand new still sealed) but can understand the frustration with the sound of it.

If you wish to return the CD that is ok, you will have to open a return request to do that, or to save us both time and effort, I could offer a partial refund to account for the problem. If you would prefer to go the partial refund route, I would look for your help to identify the appropriate refund amount given the frustration experienced.

Let me know what you would like to do when you have a chance and have a great evening!

============================

In these cases, you run the risk of them picking a bad/high refund. What I do if that happens is refund what they suggest and block them.

Remember this is what I do, it is intended to keep them coming back, your situation might be quite different and you  might want to handle differently.

[musicyouneed]

---

@ricarmic wrote:

If it were me (remember though we sell in different "worlds") I would say something like:

Thank you for your note! I am sorry to hear that you were disappointed with the CD. We sell a lot of different CDs and haven't ourselves listened to that particular CD (it was brand new still sealed) but can understand the frustration with the sound of it.

If you wish to return the CD that is ok, you will have to open a return request to do that, or to save us both time and effort, I could offer a partial refund to account for the problem. If you would prefer to go the partial refund route, I would look for your help to identify the appropriate refund amount given the frustration experienced.

Let me know what you would like to do when you have a chance and have a great evening!

============================

In these cases, you run the risk of them picking a bad/high refund. What I do if that happens is refund what they suggest and block them.

Remember this is what I do, it is intended to keep them coming back, your situation might be quite different and you  might want to handle differently.

---

Thanks I was hoping you would have responded because your advice is always appreciated.  

The buyer doesn't buy a lot on ebay, in fact in the past year have only purchased 4 items.  Years ago they did buy about 300 items.  Does give feedback and has given both negative and neutral over the years.  She doesn't look like she purchases a lot of CD's so I will not be losing a life long customer.

I called ebay and they reviewed the listing and her message and he said that it sounded that she didn't like the music after she had opened it.  It was up to me what I wanted to do.  She could return the music on her dime and then when I got it back to only refund the item and not the original shipping cost.  I am OK with that not happy as I won't be able to resell it this year and will have to pick it up at my US address when they open the borders. 

She only paid $11.69 US for the item, it will cost her about $4 to ship it back so she will net about $7.80.  

I like your response but need help cleaning it up:

Thank you for your message!  I am sorry to hear that you were disappointed with the CD.  I sell a lot of different CDs and haven't  listened to that particular CD (it was brand new still sealed) but can understand the frustration with the sound of it.

I contacted ebay as to how to handle this situation as this was a new CD that has now been opened.   They said it was up to me as you had opened it and because you didn't like the music as to what would happen next.   This was not a situation of not as described but didn't like the music. 

If you wish to return the CD that is ok, you will have to open a return request to do that. 

You would indicate that you you do not like it.  You will then need to return the item to the address on the label.  As soon as I get it back I will issue a refund for the item.  

Again I am so sorry you were disappointed in the music. 

[kawartha-ephemera]

Was the cd brand new, as in the customer had to remove the wrap to play it? If it was wrapped I assume it's value is now greatly diminished.

If the same cd had been purchased out of a Walmart bargain bin, do you think Walmart would refund simply because the customer disliked their choice of music?

I suspect they very well might just to keep the customer happy, it's not fair or reasonable but that's the reality.

So, while gritting my teeth the whole time I would probably proceed as ricarmic suggested only I would not negotiate on the potential refund amount.

Instead, I would calculate the figure you need to retain that covers your cost of sale inclusive of acquistion cost, fees you won't recover, consumables used etc., subtract that number from the funds received and offer to return that amount. As an alternative offer the return for full refund line knowing that the customer will not likely choose that option.

Make the offer attractive, do the partial refund, block and move on. 

[ricarmic · Accepted solution]

This is my suggestion, feel free to adjust, drop as you like, I'm off the computer till tomorrow now...

(Note that I try to avoid using the word "you" as much as possible as that can help lessen the chance of a defensive or irritated response)

Thank you for your message!  I am sorry to hear that you were disappointed with the CD.  I sell a lot of different CDs and haven't  listened to that particular CD (it was brand new still sealed) but can understand the frustration with the sound of it.

I contacted ebay regarding the proper way to handle this situation as this was a new CD that has now been opened and the music was disliked. Their response was that if it were to be returned, the reason for the return would be that you didn't like the item. 

If you wish to return the CD that is ok. To do this, you will have to open a return request, marking that you did not like the item as the reason for the return. 

You will then need to return the item to the address on the label.  As soon as it is returned, I will issue a refund for the item.  

Again I am so sorry you were disappointed in the music. 

[femmefan1946]

You could also tell the customer to return it to your Canadian address.

While in a Dispute, a sketchey seller might refuse to admit he got the item back if it did not go to the original address, she should be able to trust you on that. I would.

The real drawback for the buyer would be the higher cost of shipping to Canada.

It's amazing how different the same song can sound when done by different artists.

https://www.youtube.com/watch?v=3KzP4bC1Ypg

[rainbow*rob]

 Customer is not happy , go to your cookie jar , just refund , headache will go away , happens once in awhile ,  SUCKS !!! , remember your selling on ebay