EBAY GUIDE WHEN PURCHASED ITEM BEING PICKED UP HAS AN ISSUE .

EBAY GUIDE WHEN PURCHASED ITEM BEING PICKED UP HAS AN ISSUE .

EBAY GUIDE WHEN PURCHASED ITEM BEING PICKED UP HAS AN ISSUE

It happens ,
we sell a large number of parts online and sometimes for various reasons the part is missing,not as described or not to the customers satisfaction when they pick it up

This is a guide to assist in explaining the required steps to manage the situation so customer doesn't get too unhappy and we can manage process

FIRSTLY REMEMBER WITH ONLINE SALES FEEDBACK AND REPUTATION IS SOO IMPORTANT ,IF CUSTOMER HAS BOUGHT ITEM EVEN IF WE DON'T SUPPLY CUSTOMER CAN STILL GIVE US BAD FEEDBACK
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CUSTOMER BOUGHT PART BUT ITS MISSING/DAMAGED AND WE CANT SUPPLY

If we cant supply see if you can broker part and supply to customer ,if if we are losing up to $50 (with part and freight costs) its still OK to do this as it maintains feedback

if you can do this
adjust work order as required ,explain and apologize to customer and do it ,no need to tell support at this at all ,they don't need to know

if you cant find replacement item
of course we will refund customer

If customer hasn't paid for the item yet;
We must email support alerting them of this cancellation ,they will action this and process refund, cancel work order and cancel sale in eBay within 24 hours  (we do this to claim eBay seller fees back )
Include the eBay item number in the email.
Example email;

Hi,

Customer has cancelled purchase of this part. Please cancel the order on your end and re-list the item.
Item number 1234


If they have paid either cash/card OR PayPal;

If Cash/Card
At counter by cash/credit card -then we process the refund to the customer.
In this case you wont have work-order number so mention the eBay item number in the email to ebay@jjautoparts.com.au and support team will tidy up paperwork
In the email mention;
- Ebay item number
- Method of refund
- Actions required by support
- Cancel Reason

Example email;
Hi,

Customer has cancelled purchase of this part because it was incomplete, please cancel the order on your end and relist the item.
Customer was refunded at the counter with card
Item number 1234


If PayPal
If the customer has paid by PayPal,
Inform customer that we will do refund via paypal within 24 hours (note it takes 3-5 working days for paypal to process credit ,this is paypal issue we cant do anything about this )

If the customer has paid with paypal there will be a work-order for the item, we want to invoice this and then credit immediately after. This is so that the part is in a specified location and can be double checked and re-described if required.

Send an email to ebay@jjautoparts.com.au ,and be sure to include;
- the details of transaction and action required by support 
- Ebay item number
- Credit Number (the credit that we have created)
- Action Required
- Any other notes

Example email;

Hi,

Customer has cancelled purchase of this part because he was not satisfied with condition, cancel and relist ,

Refund if necessary, customer paid for this item on PayPal.

Item number 1234,

Credit Number 4321



support will action this and process refund, and cancel sale in ebay within 24 hours  (we do this to claim ebay seller fees back )


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What about discounts for damage ?

i.e we sold for $100 but is is slightly marked so now selling for $70

in this case write the story on the paperwork that goes with banking

i.e we sold for $100 but is is slightly marked so now selling for $70 and put this in banking tray ,accounts will balance accounts


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