Can you tell me if we are in the wrong please?

LouiseTopp

I sold a No7 Ultimate Nails Manicure Gift Set to a lady on E-bay for a girl who has learning difficulties. The box was slightly scratched but not too much, but the contents inside were untouched and had never been used. This morning my friend rang me up very upset and showed me an e-mail message she had received from this woman saying:

"have received the item today. and shocked to see it is very scratched on the outside and the corners are damaged, since the description was marked as new was planning on giving this as a gift myself to someone but isnt in a state as new to do that.. not impressed.. "

She is now worried that this woman is going to write a very nasty negative comment in her feedback telling others not to buy from her etc... I can't get her to understand this may not happen and we have messaged the woman explaining we could refund her, and also if she had to send the box back. We were very apologetic.

can you tell me if we should have put the iten as second hand? The thing is the product has never been opened or used, just that the box has a few scuff. Can you advise us please? Many thanks.

HeadAboveWater

Did you mention anything in the listing about the box being scratched?

Wywth

LouiseTopp wrote: »

I sold a No7 Ultimate Nails Manicure Gift Set to a lady on E-bay for a girl who has learning difficulties. The box was slightly scratched but not too much, but the contents inside were untouched and had never been used. This morning my friend rang me up very upset and showed me an e-mail message she had received from this woman saying:

"have received the item today. and shocked to see it is very scratched on the outside and the corners are damaged, since the description was marked as new was planning on giving this as a gift myself to someone but isnt in a state as new to do that.. not impressed.. "

She is now worried that this woman is going to write a very nasty negative comment in her feedback telling others not to buy from her etc... I can't get her to understand this may not happen and we have messaged the woman explaining we could refund her, and also if she had to send the box back. We were very apologetic.

can you tell me if we should have put the iten as second hand? The thing is the product has never been opened or used, just that the box has a few scuff. Can you advise us please? Many thanks.

You need to be in damage limitation mode to protect your precious feedback.

The fact your buyer has to converse with you via your friend isn't going to impress them as it is, let alone they are not pleased with the product you sold them.

I would suggest you agree a full refund on its return to you. You may also wish to offer to pay the return postage cost for the buyer as a further damage limitation excercise.

shop-to-drop

Describing as new was correct but would have been best to described packaging as tatty in the description to prevent this issue. Hope you sort it successfully sounds like you are doing all you can. Problems will still happen on ebay though however careful you are so may be best to have your own account to list rather than it spoiling a relationship with a friend trying to help.

JimmyTheWig

Confused who is doing the selling for who.

If it is new then I would expect it to be in the condition of one that would be stocked in a shop.

mynameistallulah

Did you describe it as "the set is perfect unused condition"? If so, I would be offering a full refund plus all postage costs - the item is not as described.

LouiseTopp

Wywth wrote: »

You need to be in damage limitation mode to protect your precious feedback.

The fact your buyer has to converse with you via your friend isn't going to impress them as it is, let alone they are not pleased with the product you sold them.

I would suggest you agree a full refund on its return to you. You may also wish to offer to pay the return postage cost for the buyer as a further damage limitation excercise.

I have done that but I haven't had a reply as yet. Maybe I shouldn't have described the box as new I suppose. I often help her as she is not good at typing.

What is damage limitation mode please? Thanks.

Crowqueen

People like to buy things as gifts. If the box is damaged - and you didn't mention this on the listing - it's not really properly described and as such, you should take it back.

Remember the buyer can't see things before they receive them; they are reliant on you listing them properly with good clear photographs and descriptions. I always go overboard in detailing any damage; at the very least, if something is slightly scuffed or discoloured, even if only on the packaging, I take a photograph up close.

hermum

I would have listed it as used & then said that the contents were unused but the box was damaged.
I would expect a new item to be in perfect condition.
Depending on the price you got for it I'd either refund in full & tell the buyer to keep the item, if it was expensive then I'd offer to pay the return postage.

RainbowDrops

thriftymanc wrote: »

I have to say that the fact this buyer bought it for a "girl who has learning difficulties" is neither here nor there and is just as bad as sellers who don't post thing due to their dead grandma's kitten being in a car crash.

I think OP meant that she sold it for a girl with learning difficulties.

theonlywayisup

Item Condition
New
A brand-new, unused, unopened and undamaged item in the original packaging (where packaging is applicable).! Packaging should be the same as what is found in the retail shop. If the item comes straight from the manufacturer it may be delivered in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

New other (see details)
A new, unused item with absolutely no signs of wear. The item may be missing its original packaging, or the original packaging has been opened or is no longer sealed. The item may be a factory second, or a new and unused item with minor defects. See the seller’s listing for full details and description of any imperfections.

Manufacturer refurbished!
An item that has been professionally restored to working order by a manufacturer-approved vendor. This means the product has been inspected, cleaned and repaired to meet manufacturer specifications and is in excellent condition. This item may or may not be in its original packaging. See the seller’s listing for full detail.

Seller refurbished
An item that has been restored to working order by the eBay seller or a third party not approved by the manufacturer. This means the item has been inspected, cleaned and repaired to full working order and is in excellent condition. This item may or may not be in its original packaging. See the seller’s listing for full details.

Used
An item that has been previously used.! The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or an item that has been returned to the seller after a period of use.! See the seller’s listing for full details and description of any imperfections.

For parts or not working
An item that does not function as intended or is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components. See the seller’s listing for full details.

Perhaps NEW OTHER with a full breakdown of the faults.