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mjchischilly

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Reply with quote  #1 
I've only had one customer here.  She ordered several things from me on August 4th and I shipped within a couple of days.  She left positive feedback.  I noticed two or three weeks (?) ago when I went to look at the feedback page that her feedback comment was gone.  I was puzzled -- glitch?  removed by customer?  I didn't figure it was worth the trouble of even asking where it went.
BUT NOW I get a shattered piece of pottery in the mail from her.  She claims that she just opened it because she's been out of town working for two months.  Flaming Pantaloons!!!!  So she leaves feedback on the order that it was all good and now tries to claim that she never saw it til now??  AND it is past the 60 day time limit to even file a claim with USPS even if it was legitimate -- which I am certain it is NOT.  What should I do?  I am not used to this site and have searched for site policies, but cannot find anything specific to my situation.  help....
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Christine

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Reply with quote  #2 
What do your policies say?  
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mjchischilly

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Reply with quote  #3 
One of the first things I did was review my policies.  I did not state anything specifically about times for reporting breakage in shipping, but 2 1/2 months?? (changed that now) Even if she has been out of town for two months as she says, the shipment would have arrived before she left.  She did leave feedback at the time. I wonder if there is any way to trace feedback  being left and then taken down? 
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JustMeToo

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Reply with quote  #4 
I would point out that everything must have arrived intact and to her satisfaction, since she left positive feedback at that time.  (She doesn't know if you can retrieve them or not)!
Unfortunately, because of the two month timeline, you will not be able to offer a refund.

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mjchischilly

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Reply with quote  #5 
Thanks... I feel like that is a reasonable response.  I was unsure if there was any policy of "seller protection" in place here and so didn't know where I stand in regard to site policy.  I appreciate your help!
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MicheleMade

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Reply with quote  #6 
This is what I figured I would do if I had any issues with a customer on ArtYah.  I would consider the buyer and seller protections that PayPal offers as my guide to how I would handle any problem.  If I think that PayPal will surely support and reimburse my buyer then I might go ahead and work with the buyer to exchange, return, or refund as needed.  If I'm sure I'm in the right and PayPal will back be up, then I will professionally communicate with the customer and wait to see if they take it so far as to open a case with PayPal or not.

Now, when it comes to any negative feedback, feedback extortion attempts, or rude/threatening customers, I think we can keep that in-house and contact Craig about any issues with a problematic customer.  I'm sure he would side with us if any customers attempted scams, as long as we had evidence of what was going on.

Some of my feedback from a customer recently disappeared when that ArtYah member left the site.  This seems to be an unfortunate consequence of sellers and/or buyers un-registering.

Also, this just occurred to me, to make a legitimate claim of "damaged in transit" your buyer would have needed to take photos of the damaged package as it was received. Since she sent the pottery back to you, there is absolutely no way to prove when or how the damage happened.

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Christine

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Reply with quote  #7 
I  pretty much follow Michele's way of doing things. 

However, if you are in the EU and do not specify a return time (not less than 14 days) then customers have up to a year to decide whether they want an item or not, for whatever reason and can return it within this time and be entitled to a full refund so it is VERY important for us in the EU to follow the return rules and set out return policies.

It will not help with this case but everyone needs a return policy - how long after delivery to report breakages/damage (and to provide photos for postal claim if required), length of time in which the item has to be returned (tracked or signed for preferred so that proof of postage date is available), who pays for return postage etc although often this is down to the seller anyway.

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123Gemstones

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Reply with quote  #8 
how did the feedback get removed.  

Julie

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mjchischilly

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Reply with quote  #9 
Quote:
Originally Posted by MicheleMade
This is what I figured I would do if I had any issues with a customer on ArtYah.  I would consider the buyer and seller protections that PayPal offers as my guide to how I would handle any problem.  If I think that PayPal will surely support and reimburse my buyer then I might go ahead and work with the buyer to exchange, return, or refund as needed.  If I'm sure I'm in the right and PayPal will back be up, then I will professionally communicate with the customer and wait to see if they take it so far as to open a case with PayPal or not.

Now, when it comes to any negative feedback, feedback extortion attempts, or rude/threatening customers, I think we can keep that in-house and contact Craig about any issues with a problematic customer.  I'm sure he would side with us if any customers attempted scams, as long as we had evidence of what was going on.

Some of my feedback from a customer recently disappeared when that ArtYah member left the site.  This seems to be an unfortunate consequence of sellers and/or buyers un-registering.

Also, this just occurred to me, to make a legitimate claim of "damaged in transit" your buyer would have needed to take photos of the damaged package as it was received. Since she sent the pottery back to you, there is absolutely no way to prove when or how the damage happened.
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mjchischilly

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Reply with quote  #10 
Thank you for your reply, Michele.  I started to try to look through Paypal policies, probably should go back and try again.  Feedback disappearing along with a customer/member departing may be Much More than Unfortunate for me in this circumstance.  It was proof that she had received the shipment and everything was as advertised and INTACT.   This IS a scam... particularly if she is aware that her feedback disappeared along with her when she left (and I very much suspect that she does know this and thinks she has me over a barrel). She sent the cup back in the same box it was shipped in, but now it has made two trips, so I'm not sure if it could be considered "evidence" anymore.
I went ahead and answered her.  I said that since she left me positive feedback I assumed that everything had arrived safely and that it was not reasonable to report broken pottery over two months after the sale and the 60 day window to file an insurance claim was past.  ------ Hopefully if she decides to push this, she will "try again" to extort me before she files a claim with Paypal.  But without that feedback.....
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mjchischilly

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Reply with quote  #11 
Quote:
Originally Posted by 123Gemstones
how did the feedback get removed.  

Julie
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mjchischilly

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Reply with quote  #12 
Apparently when a member leaves, their feedback leaves too.  This is terrible.  Here I was  for two and a half months thinking that everything was good with my one sale here.
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mjchischilly

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Reply with quote  #13 
Quote:
Originally Posted by Christine
I  pretty much follow Michele's way of doing things. 

However, if you are in the EU and do not specify a return time (not less than 14 days) then customers have up to a year to decide whether they want an item or not, for whatever reason and can return it within this time and be entitled to a full refund so it is VERY important for us in the EU to follow the return rules and set out return policies.

It will not help with this case but everyone needs a return policy - how long after delivery to report breakages/damage (and to provide photos for postal claim if required), length of time in which the item has to be returned (tracked or signed for preferred so that proof of postage date is available), who pays for return postage etc although often this is down to the seller anyway.
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JustMeToo

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Reply with quote  #14 
mjchischilly   This is most likely the end of it.  I had a customer who "changed her mind" and wanted a refund.  When I said "gladly, as soon as I receive the item purchased, I will refund"
She complained loudly about having to return the item!!  She wanted it both ways!  She said she would go to the post office, but never did, and I never heard another word, or any feedback at all from her.  Some will try it.  Thank goodness, 98% of customers are terrific!
Hopefully, your firm response will be the end of this one for you as well!
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mjchischilly

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Reply with quote  #15 
Thanks!  I certainly hope it is the end of it!  I hate thinking about all the process I would have to go through to defend myself on this one.  I did read up on Paypal about the process, but never found the exact time parameters that a customer had to file a case or how these circumstances  would be considered. 
Now I have specified that I be notified of any problem with three days of receipt of shipment.  I got so wrapped up in re-writing my listings from brand X, I wasn't paying close enough attention to my shipping policy when I wrote it. 
Fingers crossed! 
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