What if a buyer wants a refund after they paid?

Lichtaffen · #1 04-02-2010, 05:54 AM

So, I sold a bass on the classifieds. The buyer sent the funds via paypal. Before I have a chance to respond, he PM's me again saying he noticed something in the photo that he's not cool with and is telling me it's going to cost him a lot to fix it, etc. Mind you, my ad was very clearly written, the photos are absolutely excellent and professional and, on top of it, I pointed out the issue in question in the ad copy. I couldn't have been any clearer. Should he get a refund? I've had buyers remorse too, but I always follow through if I tell someone I want to buy something. Maybe I'm wrong.

For privacy reasons, I have not included the post in question, but if you go to my profile and look up "threads started by...", it's right there.

Sane · #2 04-02-2010, 06:00 AM

Maybe its just me, but paypal makes refunds pretty easy to do. If the bass has not been shipped yet, I say give the guy a break. I know finding a buyer isn't easy these days but another will come along. You avoid a lot of hassle that hanging on to the money would cause and you take a lot off the shoulders of the other guy.

Dark Horse · #3 04-02-2010, 06:04 AM

Quote:

Originally Posted by Sane

Maybe its just me, but paypal makes refunds pretty easy to do. If the bass has not been shipped yet, I say give the guy a break. I know finding a buyer isn't easy these days but another will come along. You avoid a lot of hassle that hanging on to the money would cause and you take a lot off the shoulders of the other guy.

^^^^

This.

Besides, put yourself in the buyers shoes. People sometimes notice things late, even with good pics and a description.

If it hasn't shipped, no problem. If it HAS shipped, then the buyer should return the bass when it arrives, and then you refund his money minus shipping expenses.

That's about the most "fair" way of doing things IMO.

pica · #4 04-02-2010, 06:06 AM

If you stated in the ad all the flaws the bass had and the buyer still agreed to purchase it knowing everything about the bass then I'd say "no, sorry".

Lichtaffen · #5 04-02-2010, 06:14 AM

I have to agree with Pica. The exact thing I mentioned in the ad is being questioned AFTER payment. I mean seriously, I've seen Alleva Coppolos going for upwards of $3500 being sold with nothing more than a cell phone photo and a 2 sentence description, and this guy is busting my balls about something he noticed after pulling the trigger. I'm a pro photographer by trade and I made sure to photograph ever angle, front and back, with perfect lighting so there would be no question.

Chances are he'll get a refund, but that's ONLY because this is Talkbass and we need to keep a certain level of civility.

electracoyote · #6 04-02-2010, 06:14 AM

Quote:

Originally Posted by Lichtaffen

So, I sold a bass on the classifieds. The buyer sent the funds via paypal. Before I have a chance to respond, he PM's me again saying he noticed something in the photo that he's not cool with and is telling me it's going to cost him a lot to fix it, etc. Mind you, my ad was very clearly written, the photos are absolutely excellent and professional and, on top of it, I pointed out the issue in question in the ad copy. I couldn't have been any clearer. Should he get a refund? I've had buyers remorse too, but I always follow through if I tell someone I want to buy something. Maybe I'm wrong.

For privacy reasons, I have not included the post in question, but if you go to my profile and look up "threads started by...", it's right there.

Do yourself, and the buyer, a favor: Give him the refund.

If he is really disappointed with his (poor) decision to initiate the transaction, and you insist on holding him to it, his frustration may evidence itself with him filing a PayPal complaint. You don't want to have to deal with that. In addition, he'll ding you with negative feedback and smear your name here on TB. You don't want that either.

As wrong as the buyer is in changing his mind and backing out, you are better off letting him off the hook, refunding his money, and trying again to find another buyer who is more confident in going through with the transaction, happy with the purchase, and who won't form a personal vendetta against you.

pica · #7 04-02-2010, 06:21 AM

Quote:

Originally Posted by electracoyote

Do yourself, and the buyer, a favor: Give him the refund.

If he is really disappointed with his (poor) decision to initiate the transaction, and you insist on holding him to it, his frustration may evidence itself with him filing a PayPal complaint. You don't want to have to deal with that. In addition, he'll ding you with negative feedback and smear your name here on TB. You don't want that either.

As wrong as the buyer is in changing his mind and backing out, you are better off letting him off the hook, refunding his money, and trying again to find another buyer who is more confident in going through with the transaction, happy with the purchase, and who won't form a personal vendetta against you.

Part of me does agree with electracoyote. I mean if the buyer is really that unhappy go ahead and give him a refund. I'm sure you'll sell the bass to someone else. It may go against what I believe but there are always exceptions. Cheers

Joe Nerve · #8 04-02-2010, 06:22 AM

Quote:

Originally Posted by Lichtaffen

I have to agree with Pica. The exact thing I mentioned in the ad is being questioned AFTER payment. I mean seriously, I've seen Alleva Coppolos going for upwards of $3500 being sold with nothing more than a cell phone photo and a 2 sentence description, and this guy is busting my balls about something he noticed after pulling the trigger. I'm a pro photographer by trade and I made sure to photograph ever angle, front and back, with perfect lighting so there would be no question.

Chances are he'll get a refund, but that's ONLY because this is Talkbass and we need to keep a certain level of civility.

What reason do you have to NOT refund the guy? You lose nothing by doing so except for about a minutes worth of mouse clicks. IMO to refund him would be the kind and right thing to do, to not refund him would be to be a scumbag. I'm surprised this is even an issue for you.

NineSpine · #9 04-02-2010, 06:26 AM

It sounds like you are more interested in having people back up your decision to keep the money than in getting feedback on whether to make that decision in the first place.

If you need people on an internet forum to help you justify and rationalize this kind of decision, chances are that that decision is the wrong one in the first place.

electracoyote · #10 04-02-2010, 06:32 AM

If you're worried about this scenario repeating itself (and I will admit, that would suck), make it abundantly clear in the description once again, AND make it abundantly clear in your communications with potential buyers that this is an imperfect item, the item is being sold as-is with that mutual understanding, and you don't want to have to deal with a refund situation. Try to solicit his agreement on these points. That will give the buyer a little less room to change his mind.

Lichtaffen · #11 04-02-2010, 06:32 AM

Whoa there Joe!

"Scumbag"? Did you even SEE my ad? He changed his mind, pure and simple. I was very clear in the ad. Of course it's an issue for me, I have bills to pay. I can't just call up my mortgage company and tell them I'm not satisfied with my house this month and I don't want to pay. This guy made a binding agreement and paid for it. I bet he saw something nicer on the classifieds and changed his mind.

We need to be clear who is in the wrong here... the buyer. But that doesn't mean he won't get a refund from me.

Should we start putting "NO REFUNDS" in our ads? I never thought a refund due to buyer's remorse was allowed.

electracoyote · #12 04-02-2010, 06:34 AM

Quote:

Originally Posted by Lichtaffen

Should we start putting "NO REFUNDS" in our ads? I never thought a refund due to buyer's remorse was allowed.

Read my comment above addressing this.

DizzyExiled · #13 04-02-2010, 06:43 AM

Inform him of your 15% restocking fee.

Joe Nerve · #14 04-02-2010, 06:44 AM

My apologies for the out of line remark. I woke up on the wrong side of the bed...

.

I really do feel though that it's not all that big a deal to simply say, "Sure dude, next time think before you click." It seems he immediatly changed his mind, and we all screw up now and then. If you had shipped the bass then I could see this being an issue, but to simply give the money back takes no effort on your part. And you're not losing anything. You suffer a slight disappointment, someone said they were going to buy the bass and then changed their mind. If the bass is worth what you're selling if for then it will sell again. If you're holding so strong to this one sale then I dunno. I had the same thing happen with a warwick that I couldn't sell for over a year, at a really good price. I too have a mortgage and lots of other fun bills to pay. I didn't get upset at the guy, even after lengthy phone calls and a lot of wasted time. I let it go, and wound up selling the bass on craigslist for $100 more than I posted here, without having to go through the hassle of shipping it.

I really don't think it's a big deal to simply refund the guy his money (although I"m not you). He'll be happy, you won't lose anything, you'll sell the bass to someone else, and everybody wins. If you don't refund him you're going to get bad feedback, he'll be unhappy, and all you'll have for it is a few hundred bucks that'll be gone as as soon as you get it. A few hundred bucks that you'll otherwise only have to wait a little longer for (till someone else buys the bass).

**StrangerDanger** · #15 04-02-2010, 06:47 AM

I think a 10% nuisance penalty would be appropriate.

Sane · #16 04-02-2010, 06:51 AM

I understand your position in wanting to keep the money. Best case scenerio however, is most likely gonna end with him filling a complaint with paypal; He gets his money back anyway. I say prempt all that and take the high road.

PastorofMuppets · #17 04-02-2010, 06:54 AM

id refund him no harm no foul...
bass is still in your possession. that makes it a simple no brainer.

its a do unto others world
if I were the buyer id fight you
and that wouldnt be good for anyone involved

fleabee · #18 04-02-2010, 06:56 AM

The lesser of 2 evils is refund the money. As sh$tty as it is, paypal will shaft you in some way if the buyer files a complaint{more than likely freeze the funds}. I would be pissed as well if I were you..

Lichtaffen · #19 04-02-2010, 06:58 AM

He got his refund.

eyeballkid · #20 04-02-2010, 06:59 AM

I agree that the hassle of not refunding him is more trouble than its worth, and that the onus is on him... refund him, and leave negative feedback for him... you can leave feedback for the same posting multiple times, as in people who sell multiple items in the same thread...politely call him out in feedback as a deadbeat and give him his money.