posted on February 10, 2002 07:28:46 AM
You Sell Collectibles and One of a Kinds,What Do you do?
What works out best for you?
Do you ever get an item back and think why did they even want a refund?
More Horror storie's or peace of mind,by giving that Refund?
posted on February 10, 2002 08:03:43 AM
I have always been an advocate of extremely liberal returns. The buyer will pay the shipping and I'll cheerfully refund. Unless, I screwed up and it didn't work, then I'll even eat the shipping costs. Although I ususally give either a ten day or thirty day period to notify me of a return, I have never had to deny anyone because of a timing issue. I do it more to put a finality to the sale. If there was a legitimate reason to return after that period, I would consider it. I am all about trying to be fair and honest. There is always the buyer that will abuse the system. Be careful to mark your items discreetly so that you can know for sure if you are getting your item returned or if the customer is pulling one over on you.
It is awfully hard to buy something based on descriptions and pictures. I am much more of a put-my-hands-and eyes-on-it buyer. Because of that, I really do not want to disappoint other buyers. If they don't like it, I'll sell it to someone else. Maybe for a little more, maybe for a little less. But it will probably still sell.
posted on February 10, 2002 08:21:29 AM
I've only had a handful of returns in probably 1500 transactions.
In the interest of peace of mind vs horror stories, I pretty much do what MJDarby does, particularly if the buyer is new to eBay. Seems the new buyers see what they want to see and sometimes don't realize the item isn't brand new in the box.
If it's a low dollar item and the return shipping would be prohibitive, I just refund and tell them to keep it.
A couple of sellers have done the same for me although I do send them a picture of the item.
I also send a picture if something arrives broken.
posted on February 10, 2002 09:55:43 AM
Here is my return policy (after having countless problems with an "all sales final" policy):
Returns will be accepted if bidder emails within 3 days of receiving item (all items are sent with Delivery Confirmation). S/H is not refundable. No returns on "non working", "untested", or "as-is" items.
I stamp all my items with a custom stamp and U/V (invisible) ink, so if the item returned does not have the special stamp, it will not be accepted for a refund. This is all spelled out to the bidder prior to returning the item, so they can't pull the "bait and switch" on the merchandise (believe me, I have had it done.)
posted on February 10, 2002 10:01:20 AM
We have always had a liberal refund policy: return anything for any reason, as long as it's within 10 days of receipt.
Six months ago we modified it: Get an RMA number from us first, or no refund. The reason for the RMA number is to force people to contact us. Some problems can be resolved without returning the item, such as "This isn't really silver", which is resolved by "Got a magnifying glass? Good! Look at the shank of the bracelet. See where it's marked 925 Italy? That means it's Italian sterling silver." "Oh, okay."
Unfortunately, our RMA policy has been almost universally ignored. One repeat customer saved up our items over a three-month period, then returned everything she bought all at once, out of the blue! Unbelievable. And completely unacceptable. It wouldn't surprise me if she wore everything once. She will get a refund, however. Someday. I'm sure I'll get around to it sometime this month or next.
Another person (I won't call her a lady) in Hawaii started ordering like crazy, then picking and choosing the ones she wanted to actually keep. I put the kibosh on that and she immediately claimed she had sent us payment for an auction she hadn't actually won.
Yes, friends, you read that right. She said she had sent us a payment for an auction she knew she hadn't won and by golly, she wanted her money back.
When pressed to prove her claim (a cancelled check would be good, no?), she could not. Color me surprised.
I won't even go into what I call "spite refunds"...where there's nothing wrong with the item but the bidder thinks we should have shown up at his front door to deliver it personally and stay to cook him a gourmet meal.
posted on February 10, 2002 05:53:43 PM
I've had very few returns in thousands of sales over the years via mail order.
I have a liberal refund policy, and take the item back. If I feel it was as described, and the buyer has regret or claims ignorance on what they purchase, then I make them pay for shipping.
posted on February 10, 2002 06:05:54 PM
If you say "all sales final" you will scare away a certain percentage of lookers. If I see two similar auctions and only one says "all sales final," guess which one I will bid on? Besides, that statement is probably not true for you, since you would accept a return for a valid reason.
posted on February 10, 2002 06:58:52 PM
My policy is no refunds unless the item is not as described or due to some other error on my part. The reason is, this is an auction, not retail sales, and buyer's remorse doesn't fit into the equation. I sell software so I have no way of knowing if the customer simply loaded the disc onto his computer and now wants his money back as well.
I got an email today from a customer who said the disc I sent was defective. Claims he tried it on two different computers. I agreed to send a replacement upon return of the original. I'll bet dollars to donuts that disc will run fine when it gets here.
posted on February 10, 2002 07:43:14 PM
i do not accept returns,period.
in the past i have received returns which were stained,bent or sharply chipped and i told them all i would do is to return it back to them.
to that they said,i dont want it,you keep it.
end of the saga.
posted on February 10, 2002 07:51:58 PM
Some types of items are much more returnable than others. If I sold software, I don't think that I could accept returns on opened packages. Nor movies, dvd's, or cd's. Other items are different. It is one of those, it all really depends.
posted on February 10, 2002 08:48:02 PM
Some real HORROR Stories,All True:
1.Switching,This crap happens more then I care to list.I had one Guy say the item came all Damage ($10.00 Item!)I told him to return it I had a Box Fill same Condition.Never Returned the Item.My Guess,He May of thought I would say "Keep It I'll Refund your Money!"
2.Can I Return it,it's not what you said it was! look up Like Items in E-bay search,Oh lookie Here some has it for cheaper,or maybe a slighty better condition.Nothing like the good 'ol upgrade and better price.
3.30 days later I lost my Job,some unexpected bills,can I Return $410.00 worth of your items....Refunds on demand I don't think so,you go and be real soft with return policy,Now thats a headach.
I had a guy who wanted a refund 6 months after he had the item...take a hike!
