posted on July 11, 2001 12:25:27 PM
I sold a video to a customer still in its shrink wrapped container. The customer emailed me today and says the video is blatantly defective and wants a refund. I will most likely give a refund to please the customer. Can videos be defective when they haven't been removed from their shrink wrap or is this person trying to scam me?
posted on July 11, 2001 12:29:53 PM
Anything can be defective, even when in shrinkwrap.
What kind of return policy do you have in your TOS?
If you just want it to all go away, give them a refund.
If you want to be a bit more skeptical, you could ask for the return of the video to you before issuing a refund.
IF they were trying to scam you, asking for the return of the video prior to refund might make them think twice.
I'd tell you to include something about them returning the video w/your seller mark intact but when they removed the shrink wrap to play the video, that would have been discarded & there's no way to verify your mark.
Up to you...there's the easy road or the harder road.
Videos use tape that is magnetically recorded. As a result... time, heat and exposure to other magnetic sources can damage the tape. If it's an older tape, it could very well have some problems with it. As far as refunding money... ALWAYS insist that the item is sent to you before you send the refund. There are just as many buyers out there that are looking for ways to scam sellers as there are sellers scamming buyers.
posted on July 11, 2001 01:21:11 PM
I agree. I'm hearing more and more about certain buyers trying to scam sellers out of the money by saying the item is defective and then expecting the seller to just refund their money w/o them returning it. That way, obviously, they have the mdse AND their money. I'm not saying this is the case here, but it sounds like a possibility.
I had a buyer to whom I sold an expensive platinum chain write me saying it arrived kinked. Well, I am absolutely CERTAIN that I took every possible precaution to get it there in perfect condition. So, I wrote back & said 'well, did you wish to return the item?' ... As well as having reiterated that I was more than careful to make sure the chain would remain flat and unbent. Never heard back from the guy. I think he just expected me to, perhaps, give him a partial refund or something. (The interesting thing was, I never did feel 100% comfortable with that transaction anyway...)
posted on July 11, 2001 01:40:20 PM
Sounds like we have the same customer. Lady says I may have sent out the video already damaged. Whatever.
If you do a lot of repeat business offer a partial/full credit. If repeat business is not good, just say sorry and offer a token $1 credit on next purchase. Buyers have to take on more risk when they whine about handling costs being so high and demand lower fees. Don't expect a Mercedes when you only have money for an Escort.
posted on July 11, 2001 07:45:45 PM
quickdraw29 wrote:
<Buyers have to take on more risk when they whine about handling costs being so high and demand lower fees. Don't expect a Mercedes when you only have money for an Escort.>
What? No they don't. You set the fees and shipping method. Whatever method you choose to ship, the item should arrive undamaged. It's your responsibility to get it to your customer in the condition it was in when you sold it. End of story. If you need to charge more fees to ensure that, then do it. If you then complain that nobody buys my items because they're too cheap to pay the fees then you're selling the wrong merchandise.
As far as the Mercedes/Escort thing, thats ridiculous. Whatever you sell your customer should work, regardless of what they paid for it. Or perhaps you shouldn't be selling Escorts?
[ edited by rocketguy on Jul 11, 2001 07:47 PM ]
posted on July 11, 2001 10:34:54 PM
Unfortunately rocketguy you are wrong. When you buy a mercedes you expect it to last a good long time, and it does. An escort you hope makes it to 100k. When you buy a tv at Target on clearance you cannot even be guaranteed it will work when it gets home, and Target will not exchange or refund your money if it does not work. When you have something shipped to your home, you pay for the delivery, that's why the PO offers insurance seperate.
posted on July 12, 2001 12:18:53 AM
Hi in response to the video being damaged,I sell and buy on ebay. I recently purchased two video tapes from a reputable seller.Bouth still in the original shrink wrap. I wrote the seller stateing one was fine.The other was factory defective,That I realized the seller could not have known.But the seam of the plastic case was broken and there were black plastic chunks loose inside where the tape winds around. I stated I was unhappy and to please reply. The seller replyed he would send a replacement right away. NOW Had the seller asked for it to be returned I would of. I think the choice of wording can shape the ansure.I did my best to state I know you did not know it was bad. which equals Im not saying you scamed me no Im not threatening negative feedback. By stateing the actual proublem the seller can visualize it. I did not ask for a full or partial refund I respectfully awaited the sellers sugessted solution. I guess im posting to say think about the choice of wording. As a seller a complaining email can make me feel a little mad,not which influences my response.
posted on July 12, 2001 12:28:10 AM
I got a bad vid from a PowerSeller.
I just emailed him with the problem description and asked him what I should do.
He was great! This was an OP vid I really wanted, so he hunted down another copy for me & replaced it & we exchanged GLOWING feedback -- he also shipped in a BOX!
posted on July 12, 2001 04:49:46 AM
Of course the buyer deserves a full refund its the right thing to do.
They are holding a handful of junk and weasel sellers are suggesting offering them a buck off on their next purchase. Like they are really going to risk getting beaten again, get real, get honest.
The price of doing business is sometimes you gotta pay out. The bidder may be running a scam, it doesn't matter, pay'em. If one bidder out of a hundred demands a refund you, I we all should still be making a profit.
(eBay is one of my hobbies not my profession)
My take is some of the problems with eBay and other auction sites is this. Bidders have been jerked around and ripped off by weasels and they are never coming back to bid again. Plus they have told their story to 10 friends who have told it 10 others and so on.
Selling on eBay or anywhere else is about treating people honestly and with respect, do those two things and the money will follow.
My aplogies to the weasel, I can't use the other name which is a lower passage way out of the body of mammals.
