لطفا منتظر باشید ...
Hack 32 Dealing with Disappointment: Getting Refunds
How to get your money back when an itemisn't all it was made out to be.In
some ways, eBay is no different from any other store. Whether
it's a brick-and-mortar shop down the street or an
online superstore across the country, sometimes you
don't get what you were expecting and you want your
money back.Getting your money back requires three things: knowing what your
rights are, understanding what policies and requests are considered
"reasonable," and most of all,
knowing what tools you have at your disposal if the seller is less
than cooperative.
|
3.14.1 Diplomacy Tactics
It's the seller who sets the
return
policy for any given auction, so before you write the seller and
complain, you'll need to check the auction
description and the seller's About Me page (if
applicable) to see if the seller has outlined a policy on returns.
For instance, the seller might accept returns only under certain
circumstances, or might not accept returns at all. Other sellers will
be more understanding, accepting returns within three days of
receipt, or offering refunds on everything except shipping.Next, see if the problem (your reason for wanting a refund) is stated
in the auction. For example, if the seller wrote that the item is
missing a wheel in the description, then said missing wheel is not a
valid reason for return. Sellers should not be held responsible
because a bidder didn't read the auction
description.Finally, contact the
seller and let him know that
you're not happy with the item you received. Your
first email will set the tone for the entire conversation, so try to
avoid sounding angry or unreasonable. Instead, be calm,
understanding, and thoughtful. For example:"I received the item yesterday; thanks for the quick
shipping. Unfortunately, its condition was somewhat worse than
described in your auction. Would you be willing to accept a
return?" This is friendly, even to the point of
thanking the seller for something he did right. It also cuts to the
chase and specifically outlines a valid reason for return. Also, it
makes no demands, which will make the seller much more receptive to
your request.
|
sent, and it appears to be a different model than the one you
advertised in your auction description. I'm afraid
I'm going to have to return
it." This is a little more
direct than the first example, but still contains an acceptable
amount of level-headed diplomacy. It also leaves no room for
interpretation; you're clear in what you want, and
you're only awaiting return instructions. Naturally,
this assumes that the seller's return policy allows
returns in this case."The item I received is missing a few accessories, a
fact that wasn't stated in the auction description.
Would you be willing to accept a return, or at least offer a partial
refund?" This approach is
extremely valuable, as it makes the seller feel empowered by giving
him a choice. It also provides a solution (the partial refund) that
both parties may prefer: the seller doesn't have to
give you all your money back, and you don't have to
hunt for another item.
Most sellers will be understanding and cooperative, especially if you
were smart and bought only from those with good feedback profiles.
But less scrupulous sellers will try any number of excuses to avoid
having to give you some or all of your money back. For instance:"I've sold plenty of these, and
nobody else complained." This
response is common, but is easily defeated by responding
with "If
you've had no trouble selling these items in the
past, it should be equally easy to resell this one after
I've returned it.""I'm sorry, this is an
`as is' item, meaning no
returns." Although this is
perfectly valid, it doesn't necessarily relieve the
seller of all obligations. For instance, if the item was
misrepresented in the auction or damaged in shipping, you are
entitled to a refund even for an "as
is" auction."Although the item isn't exactly
what you expected, it should be every bit as good and work equally
well." Don't
let a seller pull a bait-and-switch on you. You have every right to
get what you paid for and to insist on a refund if you
don't."I can give you a full refund, minus all shipping
charges and eBay fees." Most
sellers understandably don't refund shipping
charges, but you shouldn't have to pay to ship an
item both ways if you're returning it due to the
seller's mistake. Also, sellers can get refunds from
eBay for final-value fees if the item is returned, so they should
never charge you for them.
3.14.2 Sending Things Back
Assuming you can come to an
agreement with the seller about the terms of your return and
subsequent refund, the next step is to return the item to the seller.
Here are a few tips:Confirm the return address with the seller before you send it back.
Don't use the return address on the package or the
seller's payment address without first
double-checking with the seller.Never send a package without a tracking number; see [Hack #68] for details.Don't sit on the package; get it out within 48 hours
of contacting the seller.Tell the seller when you're sending the package back
so that he knows to expect it. Make sure he understands that you
expect a refund as soon as he receives the returned package. And if
you use a tracking number, there will be no
"misunderstandings."
If all goes well, you should have your money back shortly. See the
next section if it doesn't go as planned.When the transaction is complete, think twice about the feedback you
leave for the seller. If the return was handled gracefully, reward
the seller with positive feedback. Use neutral feedback only if the
return was a hassle, and negative feedback only if you got no refund
at all. This is important, because as a member of the eBay community,
you want to reinforce with all sellers that accepting
returns is in their best interest. If there's a
stigma equating returns with negative feedback, then no seller will
ever accept a refund. See [Hack #5] for
further information.
3.14.3 If All Else Fails . . .
This is the part of the hack where I say, "You paid
for this item with a credit card or PayPal, right?"
And you say, "Yes, of course I
did!"When you use a credit card or PayPal, you can, as a last resort,
dispute a charge under the following circumstances:The item you received was not as the seller had described it in the
auction, and the seller is uncooperative in accepting a return.You returned the item, you have proof the seller received it, but you
have not yet received your money back.The item never arrived, and the seller is uncooperative.You suspect fraud or intentional misrepresentation (see also [Hack #28]).
If you paid for the item with PayPal, you can use
PayPal's Buyer Complaint Form; just log in to
PayPal, go to Help
Contact Us Contact CustomerService, and then choose Protections/Privacy/Security
Buyer Complaint Process. Unfortunately, PayPal's
Buyer Protection Policy only covers purchases you never received.
Despite the presence of the "Item Not as
Described" option, don't use it:
it's a trap! If you select "Item Not as
Described" during the process, PayPal will close the
case and you won't be given a second chance.If you paid for the item with a credit card (including via PayPal),
simply contact your credit card company and dispute the charge.
You'll have to carefully explain the situation
(include relevant emails and all tracking numbers), but in most cases
you should get a full refund whether the seller is cooperative or
not. No other payment method offers this level of protection.
|
you can turn around and sell just about anything. And if you do it
right, you'll probably get more than you originally
paid!
