Sellers
Auctions
Contacts
Listings
. Problems
Safety
Seller fees
Shipping
Strategies
Buyers
Bidding
Buynow
Email
General
Offers
Safety
Wanteds
Accounts
Email
Feedback
Payments
Registration
Verified
Offers
Buyer
Seller
Transactions
Feedback
General
Problems
Payments
Credit cards
General
Paypal
Services
Bluebook
Disputes
Forums
Systems
| |
Sellers: Problems
| What if a buyer complains about a shipped item?
The Seller in all cases is responsible for delivering an item as described in his ad. If the buyer contacts you with a problem, you should follow this procedure:
1. You must respond promptly by telephone (if possible)to the Buyer to determine the extent of the problem.
2. Problems fall into three distinct categories:
a. Functionality
You must determine which function is not working properly, and whether this was described as functional according to the ad listing.
b. Cosmetic condition
What was the AGS rating given in the ad?. Consult the description of that rating and do an honest comparison to the buyers rating upon receipt.
Can the discrepancy in rating be attributed to damage occurring during shipping?
c. Features
Is the item missing a feature the Buyer was expecting? If so, reference your ad and emails to see how you had described it. If the missing feature was standard on the model you described, then you need to resolve this.
If the missing feature was not standard, and you didn't communicate that this feature was included, then the Buyer has no claim.
3) Reaching a Resolution
You should communicate by phone almost exclusively.
You must remember that all resolutions are the result of compromise on both parties part.
Need more help? email usSuggest an addition | What if a buyer does not receive a shipment?
What if a buyer makes a lowball offer?
What if an item is damaged in shipping?
What if another seller uses my description?
What if another seller uses my pictures?
|
|
