posted on August 15, 2005 02:51:00 PM
I just got a request to accept a return on a platter. The buyer said the color didn't look the same in person as it did in the picture.
I'm inclined to say yes - but am looking for guidance as this is my first return.
posted on August 15, 2005 03:53:38 PM
I'd say no way! Especially if it is a platter - the shipping is probably too much for either of you to eat the cost.
Most buyers realize the color is going to be a bit varied with different monitors. There's no way to avoid it. The only thing you can do to is to state the color in the description and compare it to a familiar object (i.e. orange like a carrot).
I just had someone try to return a bolt of fabric she paid $250 for. My response was that we are in an auction setting, therefore I do not take returns. Also I told her she had 7 days to ask questions, including those regarding colors, and I would have been happy to answer (each color had been very specifically described in the auction).
~~~~~~~~~~~~~~~~~~ Caroline
posted on August 15, 2005 03:59:18 PM
Hello,
It is your business so if you agree to take it back have them ship it. when gets back and is as sold you eat your postage they eat theirs and you refund the winning bid.
If buyer trys to cut a better deal ignore as they may be trying a small scam.
Next time listing insert (Scans /Pictures) are for general illustration and true color could vary somewhat"
posted on August 15, 2005 04:24:58 PM
I agree with carolinetyler, buyer's remorse together with her $5.00 bargain yard sale monitor are not a valid reason for a return. There are very few valid reasons for a return, and every one of them involves seller negligence or dishonesty. If you ever agree to a return for anything other than misrepresentation on your part, make it very, very clear that shipping charges both ways are their responsibility and under no circumstances agree to refund a dime unless it is returned in exactly the same condition it was in when you shipped it and it is the same item you shipped originally, and not a switcharoo.
A $75.00 solid state device will always blow first to protect a 25 cent fuse ~ Murphy's Law
posted on August 15, 2005 04:25:20 PM
My TOS indicate that only if items are materially not as represented will I accept a return. It is not unusual that colors don't perfectly match. For example, when I photograph a suede handbag, it can look like quite a range of colors depending on the angle of the light, the way the nap is standing, etc. Tough! Enjoy your bag
posted on August 15, 2005 05:12:57 PM
I sell some yarn, and I always put in my description that colors can look different on different monitors, but that the color is correct on mine. I have had a couple of people tell me that it does look different when they get it than it did on their monitor, but no-one has ever asked to return it.There is no way to get an accurate color when everyone has their monitors set up differently, I don't think that is a reason to return it.
posted on August 15, 2005 06:39:26 PM
Thanks. Now I've got more questions.
To those of you who have said no to a request for a return, what kind of response do you get from the bidder? i.e. should I expect a neg?
Also, will paypal allow me to refund a partial payment (and not return the shipping fee)?
I'm usually one of those people who is very detailed in describing widgets. But I didn't describe the colors in this case - I didn't think it necessary - I figured anybody buying the platter would be adding to their own china set and would know what the colors were. Since I didn't describe the colors, that's why I was leaning towards allowing the return. But, I also wondered if maybe the bidder was just hoping to get the platter cheaper elsewhere - someone else has one up for bid now and she asked that I reply as quickly as possible.
posted on August 15, 2005 07:11:27 PM
I've sold probably a ton of china and pottery on Ebay, and I can't remember once describing the color for anything with a pattern name, with the exception of Frankoma. There are shades of brown and green they used that can be confusing and impossible to determine accurately on some monitors. I then use the factory assigned name to describe the color. Some planter, vases and figureines, especially the pastels, can cause you nothing by problems if you try to describe the shades in words.
A $75.00 solid state device will always blow first to protect a 25 cent fuse ~ Murphy's Law
posted on August 16, 2005 04:44:56 AM
You can do partial refunds on PayPal. You can also do multiple refunds on PayPal, which in the past you couldn't.
If it were me, and I honestly felt that the colors in the photo were sufficiently accurate, I wouldn't give a refund. One of the reasons not to refund return shipping is that it tends to do away with the buyer's trying to get another at a cheaper price; they'd have to save money even after the return.
One reason that I use Pantone's Spyder to calibrate my monitor is that I want to feel that my monitor is "standard" and any deviation on a customer's monitor is just that: their deviation from accuracy.
I haven't received a neg over this, though it is possible I'll get a dozen some day. I find that getting the buyer's information and discussing it over the phone makes for a greater feeling on their part that they've been treated respectfully, which tends to avoid getting negged.
posted on August 16, 2005 06:18:56 AM
I don't think I've received any negs over not taking a return in that type of situation. She may neg, but it's doubtful, particularly if you are nice about it.
I would use words when explaining why you don't do returns such as "as I operate on an extremely low profit margin to allow a my customers to get great bargains, I'm afraid I am unable to allow returns."
I didn't realize the platter was of a particular pattern. Then I absolutely would NOT allow a return.
~~~~~~~~~~~~~~~~~~ Caroline
Caroline 