Selling on eBay can be profitable and fun – unless
things go wrong. Here, we tackle the most common disputes.
Selling on eBay can be a great
little earner for millions of people but this popular pastime is not
always plain sailing. Most eBay transactions run smoothly, but problems
can arise when buyers fail to cough up. Here, we show you how to tackle
some of the most common disputes.
1. MY BUYER HASN'T PAID UP
You're selling to make money so what
do you do if the buyer fails to pay? Buyers should pay up within two
days of an auction's end so if nothing materialises, then a polite nudge
by pressing the payment reminder button on your eBay page, a direct
email or phone call should do the trick.
If the buyer has
vanished or you're sure they are not going to pay, open an 'unpaid item'
case with the eBay Resolution Centre (there's a link on your eBay page)
as early as two days or up until 32 days after the listing ends. This
triggers a dialogue between you and the buyer overseen by eBay.
If there's no response or the payment isn't made within four days,
or you're unable to reach an agreement with the buyer, you can close the
case and automatically receive a credit for the Final Value Fee – the
percentage of the sale price that eBay automatically debited from your
account.
You can then either offer the item to your next highest bidder –
called a 'second chance offer'. To get a refund on the initial listing
fee, you need to relist within 90 days of the closing date of the
original auction and use eBay's 'relist' feature.
To be on the safe side, never post an item until the payment is safely in your account.
2. MY BUYER HAS CHANGED THEIR MIND
Under the Sale of Goods Act 1979, you aren't obliged to refund
auction buyers if they change their mind. But, according to Dean Dunham,
founder and solicitor advocate of
youandyourrights.com, there are certain circumstances where you may have to pay up.
For example, eBay sellers must provide buyers with their trading
name and address, the price of the goods, including taxes and delivery
charges, and their returns policy. "Failure to do so gives buyers the
right to take up to three months to cancel the contract and get their
money back," Dunham adds.
The Consumer Protection (Distance Selling Regulations 2000) Act
gives online buyers the right to return a fixed price "buy it now" item
for whatever reason within seven working days – although eBay rules
extend this to 14 days in preparation for the law lengthening it to that
period from June 2014 – and receive a refund, including delivery
charges.
While these rules do not apply to auction buyers, the position
changes if sellers use the 'second chance offer', which means they are
selling at a fixed price.
3. THE BUYER CLAIMS THE ITEM NEVER ARRIVED
Buyers who claim not to have received an item are entitled to open an
'item not received case' with eBay. Mark Buckingham, managing director
of Netseek, a London-based eCommerce and eBay consultancy, says: "If you
can prove delivery, you'll have the advantage."
You can try to protect yourself by using a service such as the Post
Office's special delivery, which includes insurance cover if the item
really doesn't arrive. He adds: "Use the PayPal payment system too, as
this affords extra protection."
Sometimes simply refunding the buyer can be the easiest move, and if
you do it within eight days of the buyer opening a case, eBay will
refund your Final Value Fee. If the case isn't resolved to the buyer's
satisfaction in that period, then eBay makes a decision on the case.
If you have posted the item within the time stated in your listing
and have proof of delivery, eBay is likely to decide in your favour. If
the delivery is delayed, always email the buyer to let them know and
keep any confirmation that they agreed to this, to help resolve
disputes.
4. MY BUYER SAYS THE ITEM IS DAMAGED
If a buyer claims the item is damaged, although you are sure it was
in one piece when you sent it, politely ask them to prove it by sending a
photo, suggests Buckingham.
He adds: "If it keeps happening, you need to ask yourself if your
packaging skills are up to scratch or if there is a problem with the
courier. My tip is to overdo the packaging but if this means higher
postage costs, remember to reflect that in your postage charge."
He recommends that if a buyer seems genuine (check out their own
eBay feedback) and the item is low-cost, then it can be worth just
sending a refund to retain goodwill and avoid any negative feedback.
5. THE BUYER SAYS THE ITEM DOESN'T MATCH THE DESCRIPTION
Buyers at auction who decide their purchase is not as the seller
described are entitled to a full refund, according to Dunham. He says:
"If you buy via an 'auction' route, your rights are greatly diminished
and you really only have the right for the goods to be 'as described'."
Under the Sale of Goods Act 1979 (as amended), a seller will have to
refund a buyer if the item sold is not "as described". However, there
is always the risk that buyers will be excessively pedantic, but how can
a seller prove the buyer is not always right?
You can help your case if you can show with your listing description
and photos that the item meets the description, especially if you have
been upfront about any faults. If a dispute is not resolved, the seller
can call on the eBay Resolution Centre.
eBay normally asks the buyer to return the item to be eligible for a
refund, plus they would have to pay postage and use a tracked service.
If eBay finds that neither is at fault, it will occasionally refund both
sides' postage costs.
6. MY BUYER HAS ASKED ME TO SELL OUTSIDE EBAY
This is frowned upon by eBay as it looks like a seller is trying to
avoid paying their fees – and, if rumbled, you could be bounced out of
eBay. Plus it can also end in financial disaster as fraudsters often
prey on unwary sellers by luring them away from the formal payment
channels so they can cover their tracks.
Steve Heywood, spokesperson for eBay, warns that transactions
completed outside eBay might not only be fraudulent but also that you
won't be protected by eBay or PayPal seller protection schemes.
7. I KEEP GETTING UNRELIABLE BUYERS
Buyers who constantly return goods, leave unfair negative feedback or
don't pay up for no good reason are the bane of a seller's life.
Buckingham says: "eBay does monitor buyer behaviour behind the scenes,
so you're automatically afforded a layer of protection.
If you do encounter an unreasonable buyer, then report them – other
sellers who do the same will, in turn, help eBay weed out the chancers.
Continued unacceptable behaviour can lead to being banned from using
eBay for a period – or even permanently."
Tips for Trouble-free ebay sales
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Prevention is better than cure. Ensure your listing is clear and
accurate with good photos, comprehensive, honest descriptions (including
flaws) and a simple returns policy.
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Hone your photographic skills. You can put up to 12 photos on your
listing, though only the first is free. Make them good quality to avoid
disappointing buyers.
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Communicate. Always respond to buyers’ questions promptly and in a
friendly fashion, either through the eBay automated Q&A system or
direct by email. Tell them when you’ve received payment and posted the
item.
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Be fair over mistakes and buyers may still give you good feedback and buy again.
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Wrap properly and pay extra for tracking or special delivery to
protect against loss or breakage. Never overcharge for postage as it
could earn you negative feedback.
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Do your homework. Scour eBay’s own business policies and tap into
blogs such as tamebay. com to get more tips on dealing with selling
challenges.
