Buyer wants a refund

foreverautumn

Sold an item on ebay, brand new still sealed. Buyer wants a refund because they say that they can smell cig smoke on it. I never stated that it came from a smoke free house, because i have friends and relatives who smoke in my house. What do i do, i think this is a poor reason for expecting a refund and it cost me seven pounds to send it recorded delivery. So at the very least i would lose the postage, also i do not know if it is still sealed. Which would mean i may not be able to sell it again as new. HELP advice needed. I only sell a small amount of stuff to help out at xmas.

soolin

Personally I would firstly check that it is still sealed and then ask them to return it for a full refund.

Smoking is a very emotive thing, those of us that don't smoke would be quite unprepared to use anything that smelt of smoke and although I might remember to check with a seller I would actually assume that since the smell wasn't mentioned it would be OK. A smell materially affects the condition of an item so really ought to be mentioned upfront. I would do the same with any books I sell, if they have that 'storage' musty smell I would mention that in the listing rather than assume that someone buying an old book would expect it to be there.

You might also want to have a rethink either about storing your goods or about allowing people to smoke anywhere in the house you store your items. Smoke lingers and is very noticeable to nayone that doesn't smoke.

WelshPaul

As soolin said, if it was me i would return it too. I would not want anything that was stained or stunk of smoke.

And i am an ex smoker, i recommend in future you mention in future auctions that it is not a smoke free home as to save both you and a buyer hassle.

Not only are you out of pocket as a result but no doubt so will the buyer as they will have to pay to return it, you will also prob end up with a neg too.

cyberbob

Ask them to return and refund them including return postage. You sold the item as new if it smells of smoke that has effected it's condition. If they open a dispute you would lose.

As Soolin said try and store your items in another area.

foreverautumn

soolin wrote: »

Personally I would firstly check that it is still sealed and then ask them to return it for a full refund.

Smoking is a very emotive thing, those of us that don't smoke would be quite unprepared to use anything that smelt of smoke and although I might remember to check with a seller I would actually assume that since the smell wasn't mentioned it would be OK. A smell materially affects the condition of an item so really ought to be mentioned upfront. I would do the same with any books I sell, if they have that 'storage' musty smell I would mention that in the listing rather than assume that someone buying an old book would expect it to be there.

You might also want to have a rethink either about storing your goods or about allowing people to smoke anywhere in the house you store your items. Smoke lingers and is very noticeable to nayone that doesn't smoke.

I have heard back again from buyer. They say it has a smell of smoke inside the box. Firstly my items are not on top of where people OCCASIONALLY smoke in my house. They say the smell is inside the box. I sold it brand new and sealed. Now they have had the box open, and disturbed all the packaging,so i would not be able to sell it again as new and sealed. I have also been in touch with ebay and they say they would not force a refund for this reason, and it is not an nsad. I have no control of a sealed item. The odd times people smoke in my house would not make it smell of smoke in a sealed box.
What would you suggest now, because if i did do a refund, i can then only sell it as second hand. Plus i do not know what kind of enviroment it has been in the meantime. If it would come back damaged, or dirty and used looking.
I only ever sell a few bits to help out with xmas. It has really got to me this.

Sambucus_Nigra

You could ask the buyer if a partial refund would help.
You could offer a full refund once they have sent it back
Or tell them to swivel and risk the negative

What do you think you should do....when ebay said it's not a SNAD did you speak to them or email them? Usually they refund in the buyer's favour so don't be convinced that you would win a dispute.

Crowqueen

What would you suggest now, because if i did do a refund, i can then only sell it as second hand. Plus i do not know what kind of enviroment it has been in the meantime. If it would come back damaged, or dirty and used looking.
I only ever sell a few bits to help out with xmas. It has really got to me this.

When you sell something, unfortunately you usually take on the responsibilities associated with that item. Unfortunately the buyer isn't happy and the best way to solve that is to get the item back and refund. It's not fun sometimes, but it happens. It probably got to the buyer too - and it was their money involved.

pearl123

I believe it would be only fair to offer a refund. I don't believe you actually would win an ebay case. Also, perhaps getting negative feedback from the buyer would be more damaging to you in the long term as well. I've sent items back because of tobacco smoke and perfume scent in the past and I did get a prompt full refund and apolgy. I don't think it matters if they have opened the item or not - it still smells of tobacco then if they are not smokers they are unlikely to want it in their house. Who really wants to buy an item with an unpleasant scent attached to it. The buyer I believe has a very strong case.

To me, the only decent thing would be to offer a refund.
A suggestion perhaps - maybe get people to smoke outside your house in future. If that is practical.

[Deleted User]

I was in exactly the same situation. Sold a car phone package as almost new, in box etc. He complained it smelled of smoke. Paypal refunded their money, nothing i could do. I did wipe it pretty thoroughly several times with a flash type cleaning product neat and re-sell it sometime later, with no objections this time, but it did go for less money and I lost postage costs, same as yourself.

I'm afraid its the way it goes with Paypal, sellers have a hard time avoiding cases being awarded against them. U just have to take on board that occasionally this will happen. Fortunately 99% of buyers don't complain.

shellsuit

Crikey, why do some people bother buying on eBay, why don't they buy brand new from a shop then they can have a good sniff!


The OPs buyer says the item smells INSIDE the packaging. They haven't said anything about the outside of the packaging smelling, so it's got nothing to do with the OP and whether they or anyone else smokes in their house!

I've had things that have smelt before, both eBay and from a shop, there is nothing that can be done about packaging smelling, some plastics stink to high heaven, but so long as the item inside is OK, does it really matter?

hubert_cumberdale

just return the money back and accept your fail