Help needed

cymrumam

I sold an item to a dutch gentleman who wanted the item posted to a friend in Belgium as a gift it was a ceramic mask with feathers and leather around it - he has emailed this morning saying it is damaged because of poor packaging ! It had about 10 layers of bubble wrap - it is not the ceramic that is damaged but the feathers.
He has now emailed the following comments
Hi, for sure your intention while packing was ok. But the result dramatic. As I said all feathers broken. And then, look please back to your title "large Navajo Mask", large it says, about 10 inches, you answered later. I thought the mask part without feathers... A large mask is over 20 inches!! ALWAYS , this is an extremely XXS mask. Due to international law and opening a dispute on ebay and paypal I can claim full restitution of the payment, including shipping costs and shipping costs for sending this so called large and broken mask, back. However, this negative energie and effort does not bring any benefits, either to the friend who received this mask, nor to you. I want to get rid of this conflict.
How much are willing to refund back to me? If you pay all the costs I am more than willing to send this broken XXS mask back to you, broken as it is, well packed in a box.
regards,

I am a private seller I have sold smaller ones of these so they were sold as small. What should I do - I dont think he is being very reasonable - can I have opinions.please

soolin

If it's broken you must refund, either get him to return the mask or ask for photos of damage and refund on the proof of damage without bothering to pay for return.

Anything that delicate may well be best sent boxed

amcluesent

>negative energie<

LOL. What's he been smoking. TBH the old "something's wrong, but I'll graciously accept a part refund" is now an endemic scam on t'Bay. It's funny how the amount they'll accept is always bang on what it'll cost you as a seller in faffing about.

I'd say full refund on tracked return or nothing.

cymrumam

So I am not required to pay for the return postage as he is demanding ? but I am entitled to the item back - I cant see that the item has got all that way and the ceramic is intact if the item was poorly packaged as he claims - I didnt box it as I was concerned it would allow too much movement within the box and lead to more damage. So if I ask him to return it and refund his original postage and payment when i recieve it that is all I am required to do ? I have a feeling I am being had over.

soolin

cymrumam wrote: »

So I am not required to pay for the return postage as he is demanding ? but I am entitled to the item back - I cant see that the item has got all that way and the ceramic is intact if the item was poorly packaged as he claims - I didnt box it as I was concerned it would allow too much movement within the box and lead to more damage. So if I ask him to return it and refund his original postage and payment when i recieve it that is all I am required to do ? I have a feeling I am being had over.

For ebay/paypal claims you only have to refund the full amount of the original payment. However most sellers will refund return postage where an item has been damaged especially if the item is not in a state that would allow a resale. If you don't refund the return postage you are going to have an even more irate buyer.

Pembroke

First off I'd decide what if anything I can do with the mask if it's returned to me, if it's possible to repair it and re-sell it then I would insist the buyer returns the item for a full refund, but only refund once the item has actually arrived back at your house and yes I would refund his return postage, but you'll need the package back to find out how much that is.

Alternatively if there's no chance of the item being repaired then ask for a photo of the damage and offer a partial refund, maybe a quarter to a third of what he paid depending on the severity of the damage shown in the photo (only you can determine how much damage there is as only you saw the item before it was sold).

If you're selling more of these masks I'd put his ID on your blocked bidders list.

Smit1970

amcluesent wrote: »

>negative energie<

LOL. What's he been smoking. TBH the old "something's wrong, but I'll graciously accept a part refund" is now an endemic scam on t'Bay. It's funny how the amount they'll accept is always bang on what it'll cost you as a seller in faffing about.

I'd say full refund on tracked return or nothing.

I'm with Amcluesent.