buyer asked for refund, received it, then picked up the package

[jewelryMirta]

I sold 2 months ago the priciest ring in my shop. I finished and shipped it in a hurry (the buyer needed it for a photo shoot) and 3 weeks after the buyer contacted me saying they didn't receive it, asking for a refund. I asked her to wait a week longer (in the end the parcels always show up), but she insisted that her shooting is in a few days only, and she needed the money to buy another ring. I refunded her, and she agreed if the ring eventually did show up, she'd repay me. The ring did show up, she picked it up at the post office (tracking info), but didn't repay me. Is there anything I can do?

I at least wanted to leave her negative feedback, to warn other sellers, but I'm worried she'd do the same thing to me, too, and I already have one negative from a same kind of buyer.

[Former_Member]

Buyer feedback isn't visible, so that won't do you much good.

[CopperLeafStudios]

I'd send her an invoice via Paypal.

[Former_Member]

Have you sent her a PayPal invoice requesting payment? If not, I'd definitely do so. Perhaps also send her a convo stating that you were pleased to see the ring had arrived, and that you'd appreciate payment as soon as possible. I'm not entirely sure what recourse you have through PayPal or Etsy (could your bank cancel your repayment?), but perhaps other sellers will have thoughts on that.

[jewelryMirta]

I tried sending her convos, a few of them, but I received no response at all. I could try an invoice, but I don't think it would be much different. I know I was stupid to refund her, but again, I was afraid of a negative feedback, since the one I negative already have wasn't my fault.

[jewelryMirta]

*one negative I already have

[Former_Member]

This is why i dislike the fact that you can't see the sellers response to negative feedback, nor can you just click & pull up negative feedback; one has to wade through pages of positive to figure out WHY a negative feedback- and generally, when I see thye response left by somebody I disregard the feedback as useless. I would definetly leave negative feedback if she doesn't respond to you. In the future, though, I would notify the person that needs a product by a certain date that because you are shipping overseas you will only do overnight or 3-day shipping and they will have to pay the price difference simply due to the irregularities regarding mail leaving and going to different countries. Also, I would put in your shop policies that you will NOT refund money for product that is not shipped back to you, and the product must be shipped and delivered prior to refund. You may want to consider finding a more guaranteed shipping method (such as two day shipping or some such) that using them for all your outgoing overseas mail; it may cost more, but considering that you sell high quality merchandise with a higher price point, I think people wouldn't squirm too much about price, particularly if you explain in the listing and in your shop policies that "after date of completion, shipping is ___ days inorder to ensure timely arrival of your merchandise and optimize enjoyment of jewelry pieces" Just a few ideas! Also, maybe Admin on Etsy can tell you about what you can/cannot do in this case in trying to get your money back???

[Former_Member]

I agree with Chris and Laura. You need to have a paper trail maybe open a transaction dispute through Paypal? Can we do that?

[Former_Member]

Or you can just state that you don't give refunds : )
I hope this is not a lame answer

[Former_Member]

If still not recieved,you can file theft charges in the person's town.Let them know this via email.Especially if it is a higher priced item.

Sorry,you are going thru this.

[jewelryMirta]

I have similar policies, and have stated everything, but that still doesn't prevent the buyer to leave negative feedback. the first negative i received was from a buyer who didn't want to pick up the parcel at the post office, and blamed me for shipping it registered, signed-for.

[StuckOnSilver]

Dober dan--so sorry to hear about your dilemma. Maybe insurance for shipping more expensive merchandise?

[heartsabustin]

Never, ever ever ever give a refund until you have the item back in your hands. Stand firm, and do not let your customers bully you. She scammed you, plain and simple. I would call PayPal directly and see if they can help you. Report the buyer to abuse@etsy.com. I assure you are not the first person she's donevthis to, and if you don't report her, you won't be the last.

[BrushStrokeOrnaments]

I TOTALLY agree with Erin. You been scammed. Lesson learned. Unfortunately some lessons are costly.

[Former_Member]

I let buyers know that once an item leaves my hands I am no longer responsible. If something isn't received they take it up with the post office. I always provide tracking too. Luckily, I have never had that issue. I would send an invoice through PayPal and convo her.

[jewelryMirta]

Thanks for all your responses! I tried to stand firmly, but after waiting almost a year for my feedback rate to go from 99% to 100% because of 1 untruthful negative feedback, I was afraid to risk it again. I sent her a money request, reported her to etsy abuse, but I don't expect anything to come out of it :(

[Former_Member]

Many sellers send invoices through paypal. That's the best way to go.

[Former_Member]

Hi Mirta,

So sorry that you're going through this. The team has given you some great ideas for ways to handle this in the future. For this particular case, and because you are not receiving any communication from the customer, I encourage you to read the Transaction section of the Etsy Dos and Don'ts: http://www.etsy.com/help/article/483#transactions_problems and reach out to support at Support@Etsy.com.

Hope this helps.

Best,
Sara

[heartsabustin]

Actually, we are responsible for it, until it is in their hands. That's the USPS's policy, and we have to abide by it. Check PayPal's policy on that, too.

[MythOfTheWild]

leave the negative feedback, explain the whole situation. If she does the same to you, you might have to either grin and bear it, or try kiss and make up to remove the negative feedback and have her pay you for your work. This is just theft, otherwise.

Paypal may also be able to help. Contact them with the info on the situation. Usually they get the money from the buyer and give it to the seller, especially if you have proof, and then...I don't know, bad things happen to the buyer. Maybe they are cursed with stubbing their toe every day for the rest of their lives.