posted on July 31, 2001 12:49:30 PM
I just received an item back in the mail. I always sell brand new in the package in this catagory and the winner just sent it back. It is obvious it has been used, there are pulls in this throw, and some pilling. this has never happened to me before. Should I replace it, or call them on it. They have about 130 feedbacks all positive, but this is not how I sent the product out. Send another one, or refuse and take my neg, and send it back? I am inclined to just send out another one. (but not happy because I know my products, and this is not the condition it was sent out as.)Thoughts?
posted on July 31, 2001 01:03:24 PM
Was there any contact or correspondence before the package arrived in the mail? You can tell a lot from the tone the buyer takes if he or she writes you about a problem.
I assume the person wants a full refund (maybe even of two-way postage). If you're sure the item isn't in the condition you sent it in, I think I'd refuse. Explain in the calmest manner that you don't accept used items for a refund. I think I would consider sending the item back at my expense, in hopes of somehow saving myself from a neg. However, it's not really the seller's responsibility to do that in this circumstance--just a nice (and possibly protective) gesture.
Let us know what happens. These situations are always sticky!
posted on July 31, 2001 01:20:48 PM
In the email I received, the person said there were "frayed" areas. On the throw he sent back, there certainly is! This transaction was slow from the beginning with the return from the buyer with his mailing information, and his slow payment time frame. Also the colors on the throw he sent back are not as vibrant as the ones I send out...like it has been washed.
posted on July 31, 2001 01:51:32 PM
I think they actually took it out of the package and used it (or abused it), then decided they didn't want it. That's why it looks so worn!
I wouldn't refund. If it was sold in the original packaging, then it should not have been frayed or worn in any way. And if all they did was take it out to look at it, there should be no damage.
As for returning it, they should probably pay postage (though returning it at your expense would be a nice and possibly neg-saving gesture).
posted on July 31, 2001 04:47:46 PM
Do you remove each throw from the package before you ship it?...Is it possible that this particular one was used & repackaged BEFORE you received it for selling?....Just a thought...
