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Ask Griff
Jim Griffith, also known as "Griff", is one of eBay's most beloved staff members. Griff has also authored the eBay "How to" guide, The Official eBay Bible, and is the host of eBay Radio, airing every Tuesday at 11:00 PT. Each month, Griff will take some of your questions about eBay, and answer them in his own inimitable style.
 Jim 'Griff' Griffith |
Talking to Your Seller on the Phone
by Jim 'Griff' Griffith
eBay Staff Member
Q: Griff, I am in the middle of a sticky situation with a seller. Long story short: I bought an item on eBay (an old art deco vase) for $65 from a seller with excellent feedback. I paid for it using PayPal. The seller claimed the item was in perfect condition. When the item arrived, I unpacked it and upon inspection, found that there was a chip out of the base.
Well, I emailed the seller with this information and requested a refund. The seller responded saying that the item was not chipped when they shipped it and thus they would not refund my money in full. They instead offered me a partial refund of $10.
I don't want the vase at all (it isn't as described). I know about the Item Not Received process and that I can get a claim paid through PayPal and eBay but I want to try and work it out with the seller first. What should I do?
Sincerely,
Desperate
A: Dear Desperate,
Call the seller.
Most buyer/seller disputes of this nature can best be settled face to face. However, as it may not be possible to meet up with the seller if they are located outside of your area, a voice-to-voice meeting is the next best thing. The human voice is capable of subtle, persuasive nuances that can elicit empathy from the seller in a way that may simply be impossible to achieve in an email.
If the seller is at all receptive to your plight, the sound of your pleasant and polite voice requesting a refund may just be the ticket to turning them around. It's always worth a try. Besides, trying to work it out with the seller is a crucial and necessary step to take before you escalate the matter through eBay's Item Not Received process.
You can obtain the seller's phone number on file with eBay by clicking the Advanced Search link on the top of any eBay page. On the left hand side of the Advanced Search page, locate the link for Find Contact Information under the Members section. Click it and follow the instructions.
Before calling the seller, you may like to want some tips from Colin Rule on resolving disputes on the phone in this month's Marketplace Safety column.
Please note that eBay will only provide your phone number to the seller if you are the buyer (or to the buyer if you are the seller) in a closed transaction.
Let me know how it works out.
Regards,
Griff |
