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 Post subject: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 12:18 
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Let me explain the situation, removing names and places.

Buyer A purchases a LD#1 from Seller X.
Buyer B purchases a LD#2 also from Seller X.

Mistake #1
Seller X makes a mistake and ships the LD#1 to Buyer B and LD#2 to Buyer A.

Buyers are of course unhappy but willing to help.

Mistake #2
Seller X refunds BOTH buyers while helping arrange the obvious fix:

Buyer A sends LD#2 to Buyer B
Buyer B sends LD#1 to Buyer A

Buyer A did just that (I'm waiting for a copy of the shipping receipt) and waited a long time for Buyer B to ship his LD#1.
LD#1 arrived trashed and broken.

Buyer B got his LD#2 but... refuses to pay for it now.

So I'm left with a weird situation where:

Seller X is mad at me because I have "criminal" buyers (receiving, not paying).
Buyer A is mad at me because the LD arrived broken (although he got a refund for it).
I still have to hear from Buyer B.

What would you do?

Julien
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 12:33 
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admin wrote:
Let me explain the situation, removing names and places.

Buyer A purchases a LD#1 from Seller X.
Buyer B purchases a LD#2 also from Seller X.

Mistake #1
Seller X makes a mistake and ships the LD#1 to Buyer B and LD#2 to Buyer A.

Buyers are of course unhappy but willing to help.

Mistake #2
Seller X refunds BOTH buyers while helping arrange the obvious fix:

Buyer A sends LD#2 to Buyer B
Buyer B sends LD#1 to Buyer A

Buyer A did just that (I'm waiting for a copy of the shipping receipt) and waited a long time for Buyer B to ship his LD#1.
LD#1 arrived trashed and broken.

Buyer B got his LD#2 but... refuses to pay for it now.

So I'm left with a weird situation where:

Seller X is mad at me because I have "criminal" buyers (receiving, not paying).
Buyer A is mad at me because the LD arrived broken (although he got a refund for it).
I still have to hear from Buyer B.

What would you do?

Julien


In the future I would arrange for both discs to be sent to a third party, and once payment is received send the discs to the proper channels. At this point, it would probably be best to:

-Refund Seller X for Buyer B not paying as to keep his business on the website, even if it was the sellers mistake that initially caused this.

-Ban Buyer B (If Possible) from purchasing or selling items on the site until he pays the seller.

-Ignore Buyer A because he got a refund for the broken disc.


I've worked customer service for years, and these are just my two cents on what you should do, feel free to ignore me if you disagree.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 13:22 
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I mostly agree with those suggestions. The user that was refunded can just go buy another LD of the same film now. It sucks but there is nothing to do for them. Buyer b is pretty problematic. They got their movie and should pay for it. The one I am not totally sure about is the first one. Maybe if buyer b never pays. Depending on the specifics buyer b should have to pay something for the damaged movie too. I wonder how much effort they put forth in reshipping it. Was this postal error or could it have been avoided. Pretty subjective unfortunately and asking the buyer to ship wasn't the best idea. Not everyone is capable of packing well as anyone who has bought a lot would know.


Last edited by gypsy on 21 Sep 2019, 13:32, edited 1 time in total.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 13:25 
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Refund their money and they keep their discs. That simple. Then you hope that they will again buy from you in the future.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 13:31 
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Edit: post removed in light of full information


Last edited by gypsy on 22 Sep 2019, 16:31, edited 1 time in total.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 14:25 
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Well I actually had this type of situation YEARS ago.

I contacted both buyers and told them that I would refund shipping but that they should send them BOTH back to me.
This was early on with ebay and they both refused the package so I did't get hit with extra shipping, I then repacked and send them to correct places.


BUT we are dealing with this situation and I feel that Buyer that didn't pay who has product
should be outed by the seller to show that the seller was doing in good faith.

As above broken disc buyer should just go away, they have their refund and nothing, so it goes.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 20:24 
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No seriously. Seller messed it up and eats all the cost. That’s how it works. We are talking a few dollar LDs here and everyone has them (for sale). The only fix is, you apologize for the inconvenience and refund every dollar including shipping.


Asking any of the buyers to ship the items back is another mistake. Why do you cause more inconvenience and hassle of shipping something where they expected to receive the right items in the first place. I would go even further and try to compensate with shipping them the correct items for free of charge or similar titles if same isn’t available.

Now asking any of the buyers to ship the item to other buyer is even a bigger mistake. I don’t want just anyone know my address. This is absolute f**k up. You could end up getting sued.

In my opinion this is a fubar’ed situation.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 21 Sep 2019, 21:02 
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Maybe they are high value LDs. I couldn't see the hassle of the seller trying to have them reship for $5 discs.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 00:15 
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gypsy wrote:
Maybe they are high value LDs. I couldn't see the hassle of the seller trying to have them reship for $5 discs.



More reasons seller should be more careful.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 04:19 
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gypsy wrote:
Maybe they are high value LDs. I couldn't see the hassle of the seller trying to have them reship for $5 discs.


The broken LD was $69.
The unpaid-for is $150.

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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 12:52 
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admin wrote:
gypsy wrote:
Maybe they are high value LDs. I couldn't see the hassle of the seller trying to have them reship for $5 discs.


The broken LD was $69.
The unpaid-for is $150.

Julien



Ok I think %10-20 off on these items is reasonable and should make the buyers happy. I would probably do %10 off so bill them for $62 and $135 then give them %10 off on their next purchase.

The broken item, however you would treat it if it got to the original buyer in the first place. Was it insured? Why not on such expensive discs? Who broke the discs? Carrier?
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 14:05 
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substance wrote:
The broken item, however you would treat it if it got to the original buyer in the first place. Was it insured? Why not on such expensive discs? Who broke the discs? Carrier?


Maybe I wasn't very clear.

The broken one was $69 and was refunded after arriving broken at Buyer A.

$150 is the LD that Buyer B got but that he doesn't seem to be willing to pay.

How do you give a discount if he has the LD and is not paying?

Julien
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 14:22 
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If buyer b doesn't want to pay, this is called stealing, and 150$ is not a small number in my opinion. Maybe threaten him to call the authorities if he doesn't pay for the disc.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 14:33 
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admin wrote:
substance wrote:
The broken item, however you would treat it if it got to the original buyer in the first place. Was it insured? Why not on such expensive discs? Who broke the discs? Carrier?


Maybe I wasn't very clear.

The broken one was $69 and was refunded after arriving broken at Buyer A.

$150 is the LD that Buyer B got but that he doesn't seem to be willing to pay.

How do you give a discount if he has the LD and is not paying?

Julien


I think substance meant what should have happened in the first place.

ryosaeba84 wrote:
If buyer b doesn't want to pay, this is called stealing, and 150$ is not a small number in my opinion. Maybe threaten him to call the authorities if he doesn't pay for the disc.


I agree.

Good thing names weren't used because buyer B is a thief. Oofda.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 14:51 
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Well buyer B is a thief and I want to know who that is so I don't get ripped off.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 22 Sep 2019, 15:04 
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Correct. I agree with everyone above. Buyer b is a thief. His dignity and honor is worth $150. For $150 he will make us talk s**t about him.


I meant the seller should ask for %10 less for the inconvenience. Buyer B should pay that. Rein o is right, you should expose him so we know.

Julien you did nothing wrong. You couldn’t have known this. I don’t believe buyer b will pay so unfortunately seller will come to understand this.

Seller should have asked the items to be returned to him, inspect then ship to the right buyer after clearing the money. He sounds like a honest man and went to enthusiastic about fixing his mistake. It is sad the buyer b doesn’t have the same class.

I would say buyer b name goes to cavaet list.
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 14 Oct 2019, 06:14 
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substance wrote:
No seriously. Seller messed it up and eats all the cost. That’s how it works. We are talking a few dollar LDs here and everyone has them (for sale). The only fix is, you apologize for the inconvenience and refund every dollar including shipping.


I finally got in touch with Buyer B and the reason he refused to pay was because he wanted a full refund due to how poor, scratched and damaged the LD finally arrived. I got pictures of the scratches on both sides and that's clearly not a 8/10 as sold.

Also got pictures of the packing of the wrong LD Buyer B initially received by mistake and the packing does not look good. Thin cardboard custom made, no bubble wrap. Hits on the sides, corners crushed. This type of packing might survive 48h in Japan post services (seller is from Japan) but there no way SAL/Economy will survive this over a few weeks of international shipping.

Contacting the seller back to inquire more about his packing process/materials.

Julien
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 14 Oct 2019, 07:00 
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This is a situation that I have had nightmares about.

I tend to agree with substances fubar assessment.

Origin in Japan makes posting back a quite costly and could be considered unrealistic, and yet expecting third parties to complete the deal is unrealistic as well regarding privacy issues if present.

One must be surrendered to the odious world of customer service, a frequently thankless environment, most of the time one sided in cooperation, and often but not always unrequited with appreciation for any and all efforts on the part of the provider.

Sorry for this situation.
When in doubt as a dealer one must take the high road. Costly in the pocket however content with the virtue of knowing one did the right thing for those that offered their patronage. Hopefully appropriate positive feedback is left marking the extra mile to appease shortcomings and dissatisfaction.

Attention to details cannot be underscored enough while conducting multiple transactions.
It gets messy and nerve racking at times, even with the soundest of methods.

We must strive on with diligence......

Cheers to the membership !
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 14 Oct 2019, 08:37 
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firehorse_44 wrote:
Sorry for this situation.
When in doubt as a dealer one must take the high road. Costly in the pocket however content with the virtue of knowing one did the right thing for those that offered their patronage. Hopefully appropriate positive feedback is left marking the extra mile to appease shortcomings and dissatisfaction.


I got my share too. Was rushing to ship a parcel right before Post Office closing and used the LDDb account address (the Paypal address didn't make sense) and missed that one PM on the Forum was mentioning a different address.

Couldn't redirect the mail after post closed, just apologized and refunded the whole thing.
Lost 3 discs + $25 of shipping.

Now I'll reconfirm the shipping address each time!

Julien
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 Post subject: Re: OK I have a bit of a problem here
PostPosted: 14 Oct 2019, 12:57 
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admin wrote:
Also got pictures of the packing of the wrong LD Buyer B initially received by mistake and the packing does not look good. Thin cardboard custom made, no bubble wrap. Hits on the sides, corners crushed. This type of packing might survive 48h in Japan post services (seller is from Japan) but there no way SAL/Economy will survive this over a few weeks of international shipping.

Coincidentally, I received a disc the other day just like that. I'm not sure what the packaging was fashioned out of, looked like a really thick stock record gatefold or something, but apart from the spine, every side was basically exposed, covered only by the massive quantities of tape holding the whole thing shut. And the seller had packed the disc outside the sleeve!

I'm still not sure what sort of feedback I should leave this guy. I mean, I did tell him I didn't care so much about the condition of the sleeve because I only wanted the disc.

I wonder if it's the same seller now.
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