Expert: Marvinator - 6/1/2007

Question
Two weeks ago I bought (and paid for) an ipod from a seller that appears to have a good rating with almost 1000 positive feedbacks. I haven't yet received the ipod, although the seller said she sent it and I should have received it days ago. I just checked the content of her feedbacks and in most cases the items she sold were not delivered, the buyers got refunded and the seller got positive feedback from most of them. I'm struggling to understand what advantage she would get from this strategy (except the interest free loan) and most of all I'm trying to figure out how I should tackle the seller to increase the likelihood to get my money back without trouble (i'm just afraid that threatening dispute at this stage would make things worse). Also, I would like to report the case, and I don't think a negative feedback is sufficient as buyers don't seem to look much beyond the overall rating and tend to give a positive feedback on the basis of the received refund.
What should I do?


Answer
Sellers like this give Ebay a bad reputation.  This is the reason to check a person's feedback BEFORE you bid, not after there are problems. Ok, so what do you do next.  ??

Here are a few facts that will help you see your next step.  

1) If she sent the item, she should have a tracking number.  UPS tracks every package and the Post Office gives a Delivery Confirmation with every Priority Shipment done on the internet.  Ask for it.  

2) What she's up to is probably what is called in the scam business as "the float".  She's banking on the fact that most of her customers will NOT remember or will wait until they can no longer get refunds from Paypal.  Using one person's forgetfulness and another person's softheartedness to make money.  If the person goes beyond that time, then she can play a game with her feedback. "Leave me a positive and I"ll give you a refund."  Some get a refund, others do not.  

Ok, so what do you do?  Act.  Immediately ask for the tracking or delivery confirmation.  If she cannot provide it within say 48-72 hours, file for a refund from paypal. Keep any and all emails from her and make hard copies just to be sure.   

DO NOT leave a NEGATIVE FEEDBACK - at least not yet. You have 120 days to leave feedback, mark the calendar and wait for it. Also, you need to wait and see if you're going to get the refund.  (Remember the feedback game above?  Do NOT leave feedback first.  Tell her she will get Positive Feedback once the money is in your Paypal account. THen, if you DO get the money - file a NEG.) (NOTE: If you leave a neg, chances are you wil get one in response. Sometimes NO FEEDBACK is better for YOU than a Neg.)

Once you have filed for the refund from Paypal, go to her and insist she give a refund.  Don't put up with the "I'll get it to you this weekend.." or "Give me a couple of days to get the money together."  Start FIRST to Paypal.  Give them a couple of days to get things moving and then write the seller and ask for a full refund (including shipping!) If the seller does not respond quick enough or with honesty (Uh, let me check my files..I'll write you back in a day or so...), file the dispute.

In all your dealings with this seller, regardless of what she says or how she responds, keep your emails light, professional and to the point.  DO NOT tell her your plans, don't tell her you have filed for a  refund from Paypal, and do not respond harshly to anything she says.  You are asking for a refund, and either you will get it immediately, or you will not.  (But remember, this is AFTER you have started the refund proceedings at Paypal.  If you GET the refund from Paypal, then you can stop emailing her completely. )

If she gives you the run around, file a dispute.  Allow the dispute to run it's course, checking it regularly for comments from the seller.  Always respond with fact, and a professional and polite tone.  Don't resort to name calling or unproven allegations.  "Paid May 1st, WAs told item shipped on May 3, item still not received 3 weeks later.  Tracking number/Delivery  Confirm not given. Requested Full Refund May 31, refund denied."

Keep after her, and keep your head.  

Good luck.