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Old 06-09-2012, 08:06 PM   #1
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First ever complaint

Update: I believe this is resolved. Thanks!

So I just got my first ever complaint about some diapers that I sold to a mama here on DS. She wants a full refund and to send them back. I wrote back that I would refund her once they got here minus the cost of my shipping. Is that acceptable? I honestly have no clue and am so upset that this has happened!

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Old 06-09-2012, 08:11 PM   #2
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I'm pretty sure if she ships them back to you, you can not take off the amount of your original shipping per paypal. You don't have to pay for her to ship them back though, that's on her.
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Old 06-09-2012, 08:12 PM   #3
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Re: First ever complaint

I think you have to refund what she actually paid you. She has to pay return shipping though
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Old 06-09-2012, 08:15 PM   #4
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Re: First ever complaint

Really?? They were over $7 to ship to her! So I have to eat that cost too?
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Old 06-09-2012, 08:16 PM   #5
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Re: First ever complaint

What's her reason for wanting to return? If it's item not as described she can file and will get her full purchase price back.
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Old 06-09-2012, 08:16 PM   #6
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Re: First ever complaint

Quote:
Originally Posted by kaia.aline View Post
I'm pretty sure if she ships them back to you, you can not take off the amount of your original shipping per paypal. You don't have to pay for her to ship them back though, that's on her.
I agree with the above statement. But if I remember correctly, when she ships them back she must send it with DC per DS rules.
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Old 06-09-2012, 08:21 PM   #7
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Re: First ever complaint

Was your item listed as ppd? If it was then she paid for shipping, although I understand that if shipping cost more than what you were originally thinking it ate into your profit. Maybe I have ppd confused with something else though?

If it is buyers remorse than I wouldn't want to be out that money either though as a seller.

Either way it doesn't feel good to be in that position mama and I'm sorry that you are having to deal with it!
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Old 06-09-2012, 08:32 PM   #8
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Re: First ever complaint

She said that they weren't described very well and that the elastic was shot in all the diapers. She also said that they smelled. First of all, the elastic wasn't shot AND I even sent spare elastic that comes with this brand in case she felt I was mistaken. Second, they didn't smell. I always strip my diapers before even listing them. I over describe diapers. I don't want anyone to be unhappy. Even with the shipping included, I sold them for 60% of the price...
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Old 06-09-2012, 08:39 PM   #9
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Re: First ever complaint

So, can you all talk me through this? I have no idea how to go about this. Do I have to have the money in my PP account to be able to refund? Or can it come from my bank account? Do I have to refund all $34, or will I have the option to choose "full refund"? Do I really have to refund the PP fees too? I'm seriously sad... I can't believe this is happening...I know it's just a refund but still...
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Old 06-09-2012, 08:43 PM   #10
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Re: First ever complaint

I just got your pm and replied, don't stress too much just yet.
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