I have been trying to pinpoint a problem with refunds that appear out of no where by customers that have not contacted me over being dissatisfied with their purchase. Now usually when a customer isn't happy they contact me and I either help them resolve the issue or I give them a refund and I'm okay with this practice. The thing I'm not okay with is when a buyer makes purchases of multiple files from several different sellers, and then has problem with a single file from a seller other than myself and they either contact tradebit for a refund, do a reversal on paypal, or possibly contact the seller that sold them the bad file and start a refund. What ends up happening is that not only are they refunded for the file that they originally had a problem with but they are also refunded for files purchased from other sellers that had nothing to do with the issue that initiated the refund. I am assuming this happens because everything that was purchased in the shopping cart is refunded and file purchases are refunded on a per file basis. I have suspected this for a couple months and have contacted every buyer that mysteriously was refunded (without asking for it from me) to find out the circumstances of their refund as far as which file was problematic, if there were other sellers on their purchase, and who they requested the refund from. I don't know if this is a bug or just an unfortunate shopping cart flaw. Unfortunately sellers are now giving away files for free because another seller in the shopping cart causes a refund for the entire shopping cart order. I hope I have explained the situation thoroughly and I wouldn't bring it up if I didn't investigate this myself first. How can we fix this? Update: Just heard back from a customer that was one of these mystery refunds. His order was $17.00, he was refunded $1.50 for some bad files from another seller, but everything he purchased from me in that order was refunded from my account (which was $2.49). So the refund was individually by file on the buyers end but I loss money for being part of the shopping cart and don't profit on the files that I sold because my sales where refunded (but not to the buyer). The buyer isn't getting refunded for the files he purchased from me but the refund is still going against my account. How can this be? I'm not trying to make any accusations (or get myself banned). I've been selling on tradebit for over 3 years and I just want to help make this a better marketplace for both buyers and sellers. Respectfully, Mark http://www.tradebit.com/forum/read/6/10958/10958#msg-10958 Tue, 18 Jun 2013 16:59:38 -0500 Phorum 5.2.11 http://www.tradebit.com/forum/read/6/10958/12629#msg-12629 http://www.tradebit.com/forum/read/6/10958/12629#msg-12629 I was misinterpreting the "0" in the monthly sales log to be a refund, when it is actually a re-activated link I sent to the customers who were having problems downloading.
Now it all makes sense :S

Thanks again guys for responding so swiftly to my concerns.

Kevin.]]> a1-manuals Bug Reports & Feature Requests Mon, 17 Oct 2011 07:47:05 -0500 http://www.tradebit.com/forum/read/6/10958/12614#msg-12614 http://www.tradebit.com/forum/read/6/10958/12614#msg-12614
Heres a suggestion.

How about an internal notes communication, which one should see when logged into tradebit account, for those sales that tradebit support staff intend to issue refund, where the merchant will be let known of the problem and given a 24 hours time to resolve the problem with the client. The merchant through those internal notes can communicate back to the tradebit staff on whether to refund the purchase or can inform TB staff that the problem is sorted and there is no need to refund or can even inform TB staff that the clients is at fault and the purchase need not be refunded.

Even if the purchaser has filed for a paypal refund, a new internal note should be created, posting purchaser's claim in paypal, where the merchant can communicate back to the TB staff which can used to resolve paypal refund claim by TB staff.]]> pecno1 Bug Reports & Feature Requests Mon, 17 Oct 2011 05:40:42 -0500 http://www.tradebit.com/forum/read/6/10958/12610#msg-12610 http://www.tradebit.com/forum/read/6/10958/12610#msg-12610 The problem is, as soon as a customer sends a email to tradebit support, they are refunded immediately.
We are not being given any time to sort the problem out.
I pride myself on my customer support, but we are not being given a chance to rectify the problem, and issue our own refund if needed.

Here is the email I received from one of the customers who was refunded just the other day -
"Hello Kevin,

no I did not request any refunds. After your support and the
right PDF file I rated you with 5 stars.


Mit freundlichen Grüßen / Best Regards / 敬具
Michael Seiffert
Key Account Manager

TB&C Outsert Center® GmbH
Junostraße 1
D-35745 Herborn"

Surely we should be given time to help the customer and then refund them ourselves if the problem cannot be solved.
That was how it was in the past, and I never had any problems then.
At the moment, one simple email from a customer to Tradebit, and the product is given away for free.....even though I fixed the problem within minutes of receiving the email from them....the refund had already been issued.]]> a1-manuals Bug Reports & Feature Requests Mon, 17 Oct 2011 03:47:28 -0500 http://www.tradebit.com/forum/read/6/10958/12605#msg-12605 http://www.tradebit.com/forum/read/6/10958/12605#msg-12605 puzzler Bug Reports & Feature Requests Mon, 17 Oct 2011 02:10:42 -0500 http://www.tradebit.com/forum/read/6/10958/12598#msg-12598 http://www.tradebit.com/forum/read/6/10958/12598#msg-12598 Over the last few days I have had a couple of refunds who initially contacted me with download problems.
After communicating with both...and fixing their download problems ..both were satisfied customers.

One customer replied - "everything works now as intended.
Thank you for outstanding support!"

Checking my sales log...I found he had been refunded.

I sent follow up emails to both of them asking them about any refund...both denied any knowledge of one.
It seems like any customer that contacts you through tradebit with a download problem is being refunded.
Can this issue be checked again Ralf? Thanks.]]> a1-manuals Bug Reports & Feature Requests Sun, 16 Oct 2011 21:02:56 -0500 http://www.tradebit.com/forum/read/6/10958/12377#msg-12377 http://www.tradebit.com/forum/read/6/10958/12377#msg-12377 puzzler Bug Reports & Feature Requests Thu, 08 Sep 2011 10:17:44 -0500 http://www.tradebit.com/forum/read/6/10958/11158#msg-11158 http://www.tradebit.com/forum/read/6/10958/11158#msg-11158
I'm hoping that this will be resolved soon, because myself and others are losing money from being bundled with other sellers that have refunds against them and cause refunds against what should be non-affected sellers.

Mark]]> marcos-eshop Bug Reports & Feature Requests Wed, 01 Dec 2010 18:31:29 -0600 http://www.tradebit.com/forum/read/6/10958/10986#msg-10986 http://www.tradebit.com/forum/read/6/10958/10986#msg-10986 puzzler Bug Reports & Feature Requests Mon, 15 Nov 2010 09:09:08 -0600 http://www.tradebit.com/forum/read/6/10958/10982#msg-10982 http://www.tradebit.com/forum/read/6/10958/10982#msg-10982
Mark]]> marcos-eshop Bug Reports & Feature Requests Sun, 14 Nov 2010 10:23:27 -0600 http://www.tradebit.com/forum/read/6/10958/10978#msg-10978 http://www.tradebit.com/forum/read/6/10958/10978#msg-10978
ralf]]> puzzler Bug Reports & Feature Requests Sun, 14 Nov 2010 07:22:03 -0600 http://www.tradebit.com/forum/read/6/10958/10974#msg-10974 http://www.tradebit.com/forum/read/6/10958/10974#msg-10974
As always thank you for your prompt and courteous response.

Do you mind if I send you an email? Just wanted to bounce something off of you related to this matter that doesn't need to be discussed in the open.

Thanks,
Mark]]> marcos-eshop Bug Reports & Feature Requests Sat, 13 Nov 2010 10:23:33 -0600 http://www.tradebit.com/forum/read/6/10958/10973#msg-10973 http://www.tradebit.com/forum/read/6/10958/10973#msg-10973
ralf]]> puzzler Bug Reports & Feature Requests Sat, 13 Nov 2010 10:07:01 -0600 http://www.tradebit.com/forum/read/6/10958/10966#msg-10966 http://www.tradebit.com/forum/read/6/10958/10966#msg-10966 -------------------------------------------------------
> Very well written Mark. I notice from time to time
> refunds for my sales as well. If the customer
> didn't contact me first I will usually send them
> an email asking if they had a problem with the
> file, and why did they ask for the refund. I have
> had several that said they didn't ask for a refund
> of my sale. I always just assumed they were lying
> and didn't want me to figure out they bought the
> file and asked for a refund to get the file for
> free, knowing I couldn't prove anything. Maybe
> there is more to it though?


Pretty much exactly the same for me. I go out of my way to help my buyers by hosting files on other sites (Send6, Rapidshare) when they can't download or have a problem. A few buyers do respond saying they haven't asked for a refund so will be interested to see what comes of this.]]> acprc Bug Reports & Feature Requests Sat, 13 Nov 2010 04:05:23 -0600 http://www.tradebit.com/forum/read/6/10958/10965#msg-10965 http://www.tradebit.com/forum/read/6/10958/10965#msg-10965 rideredmanuals Bug Reports & Feature Requests Fri, 12 Nov 2010 13:06:01 -0600 http://www.tradebit.com/forum/read/6/10958/10958#msg-10958 http://www.tradebit.com/forum/read/6/10958/10958#msg-10958
The thing I'm not okay with is when a buyer makes purchases of multiple files from several different sellers, and then has problem with a single file from a seller other than myself and they either contact tradebit for a refund, do a reversal on paypal, or possibly contact the seller that sold them the bad file and start a refund.

What ends up happening is that not only are they refunded for the file that they originally had a problem with but they are also refunded for files purchased from other sellers that had nothing to do with the issue that initiated the refund. I am assuming this happens because everything that was purchased in the shopping cart is refunded and file purchases are refunded on a per file basis.

I have suspected this for a couple months and have contacted every buyer that mysteriously was refunded (without asking for it from me) to find out the circumstances of their refund as far as which file was problematic, if there were other sellers on their purchase, and who they requested the refund from.

I don't know if this is a bug or just an unfortunate shopping cart flaw. Unfortunately sellers are now giving away files for free because another seller in the shopping cart causes a refund for the entire shopping cart order.

I hope I have explained the situation thoroughly and I wouldn't bring it up if I didn't investigate this myself first. How can we fix this?

Update: Just heard back from a customer that was one of these mystery refunds. His order was $17.00, he was refunded $1.50 for some bad files from another seller, but everything he purchased from me in that order was refunded from my account (which was $2.49). So the refund was individually by file on the buyers end but I loss money for being part of the shopping cart and don't profit on the files that I sold because my sales where refunded (but not to the buyer).

The buyer isn't getting refunded for the files he purchased from me but the refund is still going against my account. How can this be?

I'm not trying to make any accusations (or get myself banned). I've been selling on tradebit for over 3 years and I just want to help make this a better marketplace for both buyers and sellers.

Respectfully,
Mark]]> marcos-eshop Bug Reports & Feature Requests Fri, 12 Nov 2010 10:59:58 -0600