posted on December 16, 2002 08:57:02 PM new
The buyer bought an electronic item from me. The item was a name brand item, Christmas related, new in the box. It has a potential of electronic burn out if used improperly or overloaded. Item cost was 9.99 and shipping of 5.00. I have sold several of these in the past with no problems.
When I shipped this item, I used Delivery Confirmation from the Post Office. Their web site says the item arrived on December 9, 2002. Today, December 16, seven days later, I recieved an email form her stating "Item arrived damaged. It is non-functioning. Cam you send a replacement?". This was the total of her email. She did not say whether the box was damaged or not. She did not buy insurance for shipping this item. The other day, I sold my very last one and don't have any more.
I have received many positive comments from other buyers of this item. I have zero negative feedback, and have sold part time on ebay since 1998. I believe this person possibly overloaded the item and caused it to malfunction.
My question is, should I refund her money in the fact I don't have another to send her. Should I require her to mail her the first one back to me, and if I determine she has overloaded it, (by the burnt electric smell) not refund her money.
Since I can positively say she received the item, do I risk problems with paypal?
Give me some ideas on this one. Thanks and Happy Holidays!
posted on December 16, 2002 09:22:55 PM new
Are these items new, and do they have a manufacturers warranty? If so, very diplomatically steer her in that direction and let her deal with the manufacturer. You may eventually have to refund, but you will learn how good the warranty is and be better able to plan for future problems if they arise concerning this item.
The light at the end of the tunnel will turn out to be an oncoming train.
posted on December 16, 2002 09:26:59 PM new
Did you have it in your TOS that Insurance is recommended but not required. However, If item is lost in mail or fragile items are damaged in shipment the buyer isn't protected against loss without insurance.
I would do this have her send back the unit and the packaging at her expense determine if she burn out the unit if she did not refund her the purchase price only.
I am not overly trusting of people and from what I read of her letter if you quoted her right
she expects you to drop everything and just ship her another one no questions asked
posted on December 16, 2002 09:30:06 PM new
To know for sure you need to have them return the item. Since you have had no problem with other ones you sold it could be just one of those things.
arrived on December 9, 2002. Today, December 16, seven days later, I recieved an email
This part makes me wonder. If it looks like they fried it, well then I would not be in any hurry to refund.
What can you live with for $9.99?
But In this case I would not refund till I had a chance to look it over.
posted on December 16, 2002 09:40:16 PM newdo I risk problems with paypal?
Just wanted to add never give them a choice about insurance! If the item is low priced that insurance makes no sense, No paypal! Then there is no problem.
posted on December 16, 2002 09:42:08 PM new
I would find out first if the package was damaged in transit and then go from there.
If she says the outer package was damaged I would ask her why she took so long to e-mail.
And remember that you can get non-working units once in awhile so you could take her word for it and refund or ask her to return it for your inspection. Either way you are out some money.
posted on December 16, 2002 10:14:48 PM new
Returns are a cost of business. If the buyer says it didn't work, you can't do much more than take their word for it. I'd have them return it and then refund. It's $15, I don't think they're trying to scam you.
posted on December 16, 2002 10:30:30 PM new
Hi
I feel that you might think about returning her money for the item, and letting her keep the item. Only because you might have a problem with her spending a total of 10.00 shipping, (5.00 to get it and 5.00 to return it) you might solve your problem quicker and smoother by offering to send back the 9.99 that the item cost, and you will be getting away cheaper then if you asked her to return it because then she might want you to pick up the shipping cost also.
I only suggest this because of a few past experiences I have had, and it made for a great feedback, and I really saved money by doing it this way. I also think maybe since your selling something that needs to be used by someone that knows and understands what they are doing, it would be important for you to mention what your return policy is in your auctions.
Selling Electronic items is difficult because not many people know the correct way of using them.
posted on December 16, 2002 10:58:15 PM new
Hi everyone,
My TOS state "Postal Insurance to protect your item against theft, loss, or damage is optional at $1.30".
Would it be fair to ask her to return it at her expense, and at that point, I would refund her purchase cost only. I am thinking this in the fact if you return something to the store, they don't pay your travel expense. Or is this being unrealistic?
posted on December 16, 2002 11:06:04 PM new
Full Disclosure...
Tell her that you have none left. Tell her that she will need to return the one she has to you and after examining the item for misuse, (however you want to word it), if the item was indeed a manufacturer defect, you will refund the cost of the item. (obviously if the item was defective when it left your place (the only way it could be not her fault?) then the ad was misleading (working item))
If she did not burn out the item, she will jump the hoops. If she did burn it out, she will try not to have to return the original.
If she returns the original and it was just plain defective, check out the warranty for yourself.
posted on December 17, 2002 02:56:23 AM new
I think for $9.99 I would just refund the money and let her keep the item. Too much grief for too little gain for me.
posted on December 17, 2002 04:51:44 AM new
Send the refund, as others have said its not worth the hassle. When you are in sales situations like this come with the territory and its best to just deal with them quickly and move on. Being the nice guy that I am I'd refund the full amount including postage.
posted on December 17, 2002 12:42:33 PM new
I would not refund shipping. That money is not in your pocket, it is in the USPS pocket, let them get the shipping refund there...yeah, that'll happen.
posted on December 17, 2002 02:41:52 PM new
you see, I don't agree with item cost only. If the item was defective upon shipping, entire amount should be refunded. If consumer broke it, then they shouldn't get diddly.
