Unhappy customer on ebay?

Question

I recently sold some genuine FCUK perfume on ebay and the customer had emailed saying she doesn't like the smell and that it doesn't smell anything like FCUK is supposed to. I can assure you it is the real thing though, I bought it from an FC shop. She wants a full refund but I'm not sure what to do? As it is the real thing it's meant to smell like that isn't it?! I don't really want to refund her just because "she doesn't like the smell of it"

Answer 1

dont offer her a refund you sold a genuine item so you dont have to its her fault she didnt like the smell so simply write her a message saying sorry but you dont do refunds she got what she paid for .i sell on ebay and i know they can be awkward people about.

Answer 2

I personally would ask her to send it back for a refund, but state very clearly to her that you will not be refunding her postage as you stated in your description that it was genuine and you know it to be genuine, she could have a cold or something!



When she returns it, if there is quite a bit missing then only refund her a very small amount and count your losses, if it is still full then refund only what she paid for the perfume, not her postage, as it isn't your fault she doesn't like the smell, then relist it on eBay, charge a tiny bit extra for postage and packaging to cover your eBay fees, give her NEGATIVE feedback, I only EVER give feedback after it has been given to me, never before, state in your new listing that you are relisting after a customer was awkward.



Hope that works!

Answer 3

I have a shop on Ebay and believe me, whilst most customers are adorable there are always one or two that will try it on. Ebay is an auction website and you pay your money and take your chances. It is as simple as that. The problem is with some people, they think they are buying from a department store (even they would not take perfume back). I have had people try to come back to me months later saying they are not happy with their item - it is an absolute joke. DO NOT give this woman a refund, DO NOT enter into any further correspondnce with this woman. If she gives you a negative, give her a negative back.

Answer 4

I had the same problem once-I sold some Liz Earle moisturizer that came in a set from qvc and they tried to tell me it was fake. There are a lot of people on ebay who try this sort of thing just so you will give them a refund and they will get to keep the item-so don;t let it work! what you should do is tell them them that you will refund, minus postage costs, if they return the item to you, and see what they say. If they do want to send it back, wait til you receive it before refunding. Hope that helps! x

Answer 5

Difficult one, did she pay via Paypal? And what was your returns policy on the listing? Buyers always have the advantage as basically if you don't refund her she'll leave you a neg. If you don't care about the neg and you are certain it is genuine then I wouldn't refund her, she's opened it now so you can hardly resell it!! I sold perfume over the XMAS period and I always put no refund applicable once opened as let's be honest you can usually spot a fake from the packaging. I would say no personally, she may well file a dispute if she paid via Paypal but just go with it, I can't see she'd win as she can hardly return it now she's opened it.

Answer 6

Don't refund her. If you know for sure it's genuine, then you've done nothing wrong.



Let her open a dispute if she wants to.



Even if the worst happens (which it won't) and eBay block you from using their site, you can open a new account.



All she can really do is leave you negative feedback - in which case, slap some negative feedback on her.



If you've already left feedback when she paid, be sure that in future you withold feedback until you are sure the transaction is over and done with.



Even if she leaves neg. feedback, you can still add a comment to it which will enable other customers to know that she is in the wrong.



xx Emmie

Answer 7

She may be trying a 'fast one' on you. DON'T refund her! Don't ask her to return it either....she could remove the perfume and just might return the bottle with something other than perfume in it!! She knew what she was buying!

Ebay/Paypal WOULD NOT refund her for the reason she gave.



ps (Don't leave her any feedback either, until she has left some for you.)

Answer 8

hey if you dont want to refund her then dont? if it is the real FCUK perfume, and just wants a refund just because she dont like the smell, then why buy it in the first place? and if it dont smell anything like he real thing maybe she had bought fcuk perfume before yours that wasnt the real thing....

Answer 9

Do not refund her, too bad if she doesnt like the smell of it, she shouldnt have bought perfume from ebay if she didnt know if she liked it or not.

Answer 10

You shouldnt refund her! If she was silly enough to buy perfume off ebay.. its her own doing. Unless you say in your description that you will. If how ever there is nothing in the discription about refunding, you dont have to pay her back.

Answer 11

It depends on how bothered you are about negative feedback - because unless you give her a refund, that is what you'll get.



I wouldn't give her a refund, but is there anyway you could prove your purchase? A receipt that you could show her?



Why would you buy some purfume from an FC shop and then sell it on Ebay anyway?

Answer 12

Ask her to post the perfume back to you then you will see whether she is trying to pull the wool over your eyes or not!

You have to watch em on ebay sometimes!

If anyone asks me for a refund if anything broke or whatever I ask for item proof or send back before I refund! Good sound policy!

I've never had much problem on there just 2 incidents thats all and were sorted out smoothly.

Try it see what her response is!



Good point! Once opened tough luck!

Good Luck.

Answer 13

tell her it is the real thing and if she still wants refund tell her once you recieve the perfume back you will refund the price of the perfume but not the postage i sent some1 a refund and they never sent me the item back i reported them and i got it back in the end good luck but be carefull =D

Answer 14

Fidgetyfingers answered the question for me because I was going to say exactly the same. She could return a different cheap perfume, so you have no proof then.

Answer 15

well,the thing about buying a perfume on ebay is you can't get to test it and she was aware of that obviously before she bought it from you,it is her tough luck if she doesn't like it

Answer 16

I'd say to her if she doesnt' like it you'll refund on return of item - its its been used lots send it back and say you used it you bought it!



You can't return used items to a shop.



If shes that bothered make her work for that money and get her to send it back

Answer 17

dont refund if its simply because she doesnt like the way it smells... people have their own body chemistry so things will smell different on them than on someone else.. but she will get over it..

Answer 18

not sure on this but ask them to go to boots or so on and get them to verify that it is not the real thing, but sent on a real boots letterhead with a contact number, do you still have the receipt as proof?

Answer 19

she could get ebay to get her money back through paypal! whats it called lol? grr anyway i had some1 tell me her item didnt arrive,i dont offer refunds but she still got ebay to give her the money back,well my money! annoying! dont give her the refund!

Answer 20

dont refund her. if you do, dont refund her postage & packing and also minus the seller fees.

Answer 21

As long as you described it accurately and it was genuine then it's her problem, not yours and you can hang on to the money.

Answer 22

dont do it!