posted on March 7, 2001 12:12:12 PM
I sold an item for a little over $100. The person, once they received it found something wrong with it, (item was from the 1950's) and wants to send the item back and be refunded. I will gladly comply, even though I was not and still am not sure about the damage they specified. My question is, first they want me to refund their payment which included the winning bid + shipping and insurance, plus the shipping & insurance to send it back to me. Is the shipping both ways my responsibility? And second, they want me to send them the money first and then they will send the item back. From reading these boards I know I have read where someone sent the money back and never received the item. I have a detailed TOS but I do not specify the handling of refunds. Any advice out there would be appreciated.
posted on March 7, 2001 12:17:59 PM
Always get the item back before you send a refund. Shipping fees is up to you. If you feel you were at fault with your description then refund both ways, if you think it is more likely buyers remorse, offer shipping one way or none at all.Your choice...not the buyers but you should always try to work with them to keep them happy.
posted on March 7, 2001 12:19:39 PM
In the future, have your terms for this kind of situation decided beforehand. It will save aggravation later. Rather than clutter up your auction with a long list of terms, put in the basics and a link to the rest.
Since you didn't have terms, you can go with the ones that are fairly standard. The buyer must return the item first and at their expense. After you look it over to make sure they didnt damage it or send back something different, you can then decide if you will refund the item price plus shipping. You do not have to refund their shipping to you.
Of course I assume that you described your item accurately and whatever the problem, it is the bidder's fault for not asking beforehand.
posted on March 7, 2001 12:20:13 PM
I would never send money without receiving the item back period. If they found some damage that I missed I would let them return it, I don't think the age of the item matters it's either the way I described it or not. If they feel it's not and let me know within a reasonable period of time I'll let them send it back properly packaged and insured. I don't have anything in my TOS about returns, but there is no store on this planet that will give you a refund without you returning the item.
posted on March 7, 2001 12:21:47 PM
Thank you for a quick response! I am not sure if I just missed the defect or not. Either way I will pay the shipping both ways as you said "to keep the buyer" happy. I just have a feeling that they will not be thrilled with my stating that I would like the item back first....ya know how ya get those feelings!?!?!
posted on March 7, 2001 12:22:59 PM
Do NOT send the refund first. I posted a while back about this happening to me. I refunded 1/2 up front and NEVER received the merchandise back. The bidder is now NARU. I would simply say that like retail stores, you must have the merchandise before a refund can be issued.
posted on March 7, 2001 12:27:02 PM
Wow, I replied to rawbunzel and then see 2 more quick replies! I did not describe the problem that they found because I didn't realize something had been "reglued". It may very well have been and I missed it. Either way, I will gladly refund their money and put the item up again "with" the problem the piece had, if indeed it is a defect.
I am definitely not comfortable refunding money before having item in hand.
I am going to redo my TOS now for my next auctions I put up!
posted on March 7, 2001 12:29:05 PM
Thanx all for the reference to "Retail Stores" never refunding without merchandise in hand. I"ll add that reference "very nicely" in my email.
edited for clarity
[ edited by auntjemima1 on Mar 7, 2001 12:29 PM ]
posted on March 7, 2001 12:29:25 PM
Use the following from now on "AS IS". Dollars to donuts this is bidders remorse. Absolutely no free ride on shipping both ways and do not send the refund first. Also
FWIW, item not received in ten days will not be refunded at all.
posted on March 7, 2001 12:42:58 PM
"Of course I assume that you described your item accurately and whatever the problem, it is the bidder's fault for not asking beforehand."
What a load of hoeey. I should email to ask if the item is damaged when the seller has not disclosed damage and says that the item is flawless?!
And AS IS items should be avoided like the plague. If a seller is unable (and unwilling) to guarantee what they sell, there is usually a reason why.
With the amount of listings increasing exponentially on eBay, it is more important than ever to prepare a description that is clear and concise. By this I mean that by the time a prospective bidder has read through your listing, everything that is relevant about the item should have been profiled. They should feel confident that you know what you are talking about and that they will not have any "surprises" when they receive the item (i.e., "the seller said it was flawless, but it was stained", or "they said it was a first edition, but it's a book club" ).
There should be no reason for anyone to have to email me because everything relevant should have been disclosed UP FRONT. If it wasn't, then I am at fault and I owe the buyer 100% refund plus shipping both ways.
In response to jemima's query, it is the buyer's responsibility to return the item to the seller FIRST. Again, if their concerns are valid (i.e., undisclosed damage), then a professional seller will refund ALL costs, including shipping both ways.
[edited to take out a smiley face that appeared inadvertently!]
[ edited by engelskdansk on Mar 7, 2001 12:44 PM ]
posted on March 7, 2001 12:49:21 PM
>>"Of course I assume that you described your item accurately and whatever the problem, it is the bidder's fault for not asking beforehand."
What a load of hoeey. I should email to ask if the item is damaged when the seller has not disclosed damage and says that the item is flawless?!<<
You obviously missed my point. I advised the seller that she was not obligated to pay the buyer's shipping in returning the item. Then I added that I assume she described the item accurately. If she had not done so, then she IS obligated to pay the shipping.
There are a lot of buyers out there who don't read. Then when they get something different than what they expected, they want the seller to cover all costs. If the problem is an inaccurate description by the seller, they are right. But if it is buyer's laziness or remedial reading skills then they are wrong.
posted on March 7, 2001 12:51:16 PM
Englesdansk, I agree with the not refunding the money til the item is in my hand. Also I do not fault the buyer....the item I was selling very may well have had a small part glued on and I just did not see it when I examined it and described it, even the buyer said he had to really look to see it. I just never had anyone request a refund with full shipping both ways and the refund sent before the item is returned.
Learning experience for me, will fix my TOS to state I need the item in hand before I refund the money and within a certain amount of time.
