posted on September 18, 2002 02:48:03 PM new
I have been selling on Ebay for 3 years.I sell a lot of collectables that are in the 10.00-30.00 range. Last week I shipped an item that sold for 22.00. The buyer received the item today, and said she wants a refund, because it arrived broken, and she said she knows I shipped it that way because the broken pieces are not in the box. Every item I sell I check before I ship it. It was Brand new in the box, and perfect. I also bubble wrapped it,and padded it with paper. She also declined insurance from the usps.What really gets me is she said she knows it was broken when I shipped it because she could not find the pieces. What does she think THAT I JUST GOT OFF THE BOAT..What would you do refund her money to avoid a neg, or forget it..I really appreciate your comments...
posted on September 18, 2002 02:56:37 PM new
Oh I love it when they try and pull that and this has worked for me so far
1. You can offer her a refund minus the shipping charge and before she gets the refund she has to send back the item in the box it came in at her expense. Also my TOS states
" Item(s)are shipped within 24 hours from time of payment received.I ship by USPS Priority Mail unless otherwise stated. Shipping Rates are at the bottom of this page If you do not see them contact us. If you want UPS please provide me with your city and zip code so we can figure out shipping charges. we will be glad to combine winning auctions to save you money on shipping costs. Buyer pays shipping and packing materials cost. Insurance is recommended but not required. However, if fragile items are damaged in shipment the buyer isn't protected against loss without insurance."
posted on September 18, 2002 03:48:00 PM new
If the item was new, and you packed as you say you did, the pieces should be in the box. If buyer claims they aren't, you have a lying flake on your hands. How afraid of neg feed-back are you? I would refund nothing!
posted on September 18, 2002 04:00:53 PM new
Before I posted a specific claim policy in my auctions, I had a number of buyers who had claimed loss or damage and demanded a full refund AFTER they declined to pay for insurance!!!
Now that I have a specific policy requiring insurance and requirements that the buyer initiate the claim, they have dropped to virtually none!
What kind of feedback you may receive should should not influence your decision. If she was offered and declined insurance AND hopefully you saved her correspondence declining it, then she is SOL. Before she cries fraud, she needs to have proof that that is the case.
You can offer her a refund upon return of the item but definitely make her pay shipping both ways.
The thing I hate worst about people in America (and I'm born and raised and lived my whole life here but my observations are based on travelling extensively around the world) is the abdication of responsibility for ones own actions and choices in life. SHE chose not to insure the package and now she wants YOU to be responsible for her poor decision!
IMHO, take the neg and leave a factual one in return. People can usually figure who's telling the truth when they read both sides of the story anyway.
posted on September 18, 2002 04:38:57 PM new
I changed my policy several months ago, and if I shipped an item that arrived broken and insurance was not taken out by the seller, I would not feel like I have to refund. Now, I might decide on a case by case basis, but if I was accused by the buyer that I intentionally sent it that way, I would be way less willing to listen.
posted on September 18, 2002 06:26:36 PM new
Send a full refund to prevent a negative feedback. A neg may cost you much more than $22 in the long run. In the future, require insurance on all fragile items.
posted on September 18, 2002 06:34:51 PM new
Don't ever make a refund to keep from getting a NEG, I'll be dam#@ if I will make a refund on a spurious claim. Make your buyer send it back complete. I think that that the buyer is running a sandy on you. Sorry, a sandy is like ripping you off. Been around too many years to fall for this line.
posted on September 18, 2002 08:14:54 PM new
Fingers crossed, I have been selling some of my first breakables.
I haven't had a break because I have been double boxing them.
BUT, if one breaks (one box looked like it had been run over by a truck, the guy told me BUT no break!) I think I would ask for a picture or a send back. I also do mandatory insurance.
Thoughts?
BTW so far no one has bellowed about shipping, I get a zip code and give them a rate. Seems like if they want an item, they won't mind. At least that's the way I feel when I bid, OTOH, I have never really bought anything breakable....
posted on September 19, 2002 02:01:34 AM new
tell them that if it is your piece then there is a mark that will identify it...tell them to ship it back and if it does have your mark on it, then you will make a 50% refund since they declined insurance.
I really think this person already had this item...broke it and wanted to replace it for free...
a neg moves down the page a lot quicker than you you think...it only hurts for a day or two...does not hurt sales if your remark to it is factual
