Dear eBay Queen: I have a buyer who I don’t think even you can help me with. This woman has lost her mind. She purchased a pair of earrings from me. I sent them the same day, and with free shipping. Here’s what the buyer emailed me:
“OK, I got these earrings in today from Jennifer Nelson (whoever that is), and they’re not even the right color! The list was for “Pink Crystal Pearl Earrings Free Shipping” and I got Clear White Crystal! There’s nothing pink about them and this is supposed to be a Valentine’s Day present!
“Also, I looked on your resolution measures and apparently for something like this, it says ‘Buyer is responsible for paying return shipping,’ but I don’t think so, because it said ‘Free Shipping’ in the listing heading for this item and I shouldn’t have to pay for you or your drop shippers mistake!
“So, now then, how are we going to resolve this? It’s only natural ... I am very upset! Here we are 5 days away from Valentine’s Day and I don’t have a gift!
“I look forward to your response for an expedited resolution. Please respond ASAP!”
I don’t understand why she thinks it was dropped shipped and questions my name. What do you think? Before I could respond to the woman because her email was sent at 1:30 a.m., she emailed me again at 6:30 a.m.
“Are you going to re-list The Gap white jean jacket? I made an initial offer on this item Jan. 14 for $10, but never got a response and I’d like to get another chance at it if you want to re-list it. Oh and I am still waiting on a response over the earrings I got (Pink Crystal Pearl Earrings Free Shipping) that were the wrong color. At this point, I think I’d be happier with the jacket. So, let’s talk about it and maybe we can work something out. I don’t think I should have to pay return shipping for a ‘Free Shipping’ item when it was the wrong color. But maybe you can re-list the jacket, and accept a reasonable offer on it and then we can work out the other mixed up transaction. I am trying to give you a chance to work with us here. I’m not trying to use one thing over the other, because do use OBO on everything, but work with me here and let’s get this resolved.”
Then I got another email at 8:30 a.m.
“I sent you an email earlier. Are you going to re-list The Gap white jean jacket? I made an initial offer on this item Feb. 4 for $10 but never got a response and I’d like to get another chance at it with some real negotiation if you want to re-list it. Oh, and I am still waiting on a response over the earrings I got. At this point, I think I’d be happier with the jacket. So, let’s talk about it and maybe we can work something out. Please, let’s work something out.”
It’s now 8:45 a.m. How do I respond to this woman before she emails me again? Do you think she could give me a negative for the earrings and a negative for the jacket if she buys that too? — JN, Belton, Mo.
Dear JN: I love eager buyers, and yours definitely qualifies as enthusiastic. Did you send the wrong earrings? The first thing you need to do is handle that. Here’s what I would say:
“I am so sorry you received the wrong earrings! I only had pink, so I’m not sure what happened. Would you be able to send a photo of them? If you don’t want to do that, I would be happy to have you return them for a full refund. Please send them back First Class and I also will refund your shipping.”
Once you receive a photo of the earrings that were sent, I would either refund her money, or require she send them back, depending on how much they sold for. She could give you two negatives if she bought two things. Waiting to sell the jean jacket until you know she’s happy might be the key to your feedback dilemma.
Strange eBay item of the week: eBay item No. 281040915205. When I first saw this, I thought it was a sewing basket — turns out, it’s just a purse. This “Vintage Signed Nantucket Basket Purse by Jose Formosa Reyes 2 Carved Seagulls” sold for $2,775 at http://www.ebay.com/itm/VINTAGE-SIGNED-NANTUCKET-BASKET-PURSE-BY-JOSE-FORMOSA-REYES-2-CARVED-SEAGULLS-/281040915205
Suzie Eads is a nationally known eBay marketer and eBay trained education specialist. She lives in Rantoul. Do you have a question for the eBay Queen? E-mail her at the eBay Queen