posted on November 14, 2001 01:06:00 PM new
Here's the story.
Auction ended 6 weeks ago. It was for a new, sealed set of books.
Buyer emailed me today stating several pages in one of the books were blank. He was nice enough about it, asking if there was anything I could do.
I had no way of knowing there would be any blank pages, since it was a new, sealed set.
Do I refund the money? Tell him since the auction ended so long ago there is nothing I can do?
I do have a statement in all my auctions that I will gladly give a refund if I am notified within 3 days after they receive the item that there is a problem and the item is returned to me in its original packing.
Does that statement cover me? I want to do the right thing, but 6 weeks after the fact seems a little long!
Guess I'm getting cranky now, but he has had the books long enough to read them all and then switch one of them.
Do I put a disclaimer in all my auctions that all items are sold "as is" now to protect myself? That phrase always turned me off in the past, but now I can understand why some sellers use it.
I try to be customer friendly, but this email on top of all the deadbeats lately has just about pushed me over the edge!
posted on November 14, 2001 01:22:11 PM new
I would politely point out to him that your auction states a 3-day return policy, so there was time for inspection. And that since you sold them as sealed you had no way of knowing either. I'd then direct him to the publisher to see if it would be possible to get a replacement book (I'm assuming that this is a recent book - older books generally weren't sealed).
I agree with you that the "as is" statement is a turn-off, so I wouldn't include it. When I hear it in live auctions, it always means the item is flawed. When I see it stated on ebay, it always raises warning flags - if not about the item, then about the seller.
The best you can do is describe items to the best of your ability and let your feedback speak for you. I still think one of the best feedbacks a seller can get is "item as described."
posted on November 14, 2001 01:28:58 PM new
Well, if it were me I'd probably refund (or partially refund), especially since he's being so nice about it. It seems reasonable that a few weeks after the purchase he'd be reading one of the books and come across some blank pages.
I'd definitely ask for him to mail either the entire set back for a full refund or the flawed book back for a partial refund, though.
posted on November 14, 2001 01:38:45 PM new
I sold an item new in box an when it arrived, there were items missing, such as manual.
I took it upon myself to call the company and explain. they sent the missing items, free of charge, to the buyer and I got a great feedback for going the extra mile.
why don't you ask them to hold off for a day to see what you can do and then call the publisher and explain. regardless of what the publisher tells you, let the buyer know you tried and ask them what they would have you do. it can only earn you goodwill and the buyer may not want a refund, just a new book.
never assume there was a switch made by the buyer. try first to think what you would do if you were the buyer.
