Buyer requested return because of tatty packaging

Mouse-Mouse

Hi and thanks so much for your advice guys! I know my selling skills must look bad… but ebay seems to have changed from a few years ago – buyers seem to be openly taking a p… and expecting department-store quality/service from people just trying to declutter their houses – all while paying 10% of the retail price.

I find Ebay’s attitude rather shocking too – I got in touch with them three (!) times asking to escalate/appeal the return and they just kept telling me to “work it out”. I’ve opened a case now and will let you know how it goes.

Nesty, my favourite is when the buyer complained that the lego minifig helmet “did not fit well”… like what the hell!? Can't make it up:rotfl:

GabbaGabbaHey

Nesty wrote: »

If it doesn't look like it has come from a shop and listed as 'New' you have an issue. The buyer will complain.

But that's as it should be! eBay's description of "New" is "A brand-new, unused, unopened and undamaged item in original retail packaging (where packaging is applicable). If the item comes direct from a manufacturer, it may be delivered in non-retail packaging, such as a plain or unprinted box or plastic bag. See the seller's listing for full details" (my emphasis).

That's why eBay provide the "New other" category for sellers to use.

Mouse-Mouse

GabbaGabbaHey, I admit I messed up on this occasion, but sometimes mistakes happen - it feels like it would only be fair if buyers could at least read description/look at photos as their part of the deal.

To add to that – the boxes of rollers that my buyer complained were scratched came straight from amazon! It didn’t even enter my head to complain to them because you know – it’s boxes, who cares..

I find that Ebay’s policy of siding with the buyer means you can pretty much complain about anything and get away with it.

burtons

Mouse-Mouse wrote: »

GabbaGabbaHey, it feels like it would only be fair if buyers could at least read description/look at photos as their part of the deal.

As soolin have said not all pictures shows up on some devices. If I use my phone to search ebay some photos I cannot see as good as if I was using my laptop.

Pop_Up_Pirate

Mouse-Mouse wrote: »

GabbaGabbaHey, I admit I messed up on this occasion, but sometimes mistakes happen - it feels like it would only be fair if buyers could at least read description/look at photos as their part of the deal.

To add to that – the boxes of rollers that my buyer complained were scratched came straight from amazon! It didn’t even enter my head to complain to them because you know – it’s boxes, who cares..

I find that Ebay’s policy of siding with the buyer means you can pretty much complain about anything and get away with it.

You cant rely on pictures to show buyers what you think they should know.

Use the appropriate category.
Describe to an inch of its life
Use close up pictures of any damage to boxes etc

Basically, be completely honest and ott. You will find you will sell more and have less problems as a result.

Mouse-Mouse

Appeals can actually work!

"We want to correct this situation for you. As a one-time courtesy, eBay is funding a refund to the buyer because the item wasn't returned in the original condition.
You don't need to do anything else. Because we decided in your favour, this case, any Feedback left and all detailed seller ratings left will not affect your seller performance. In addition, any Feedback left for this transaction will be removed."

:T :T :T

martindow

Mouse-Mouse wrote: »

Appeals can actually work!

:T :T :T

Good result, but do take on board the advice given for carefully describing future items you might be selling.

GabbaGabbaHey

Mouse-Mouse wrote: »

GabbaGabbaHey, I admit I messed up on this occasion, but sometimes mistakes happen - it feels like it would only be fair if buyers could at least read description/look at photos as their part of the deal.

I understand that mistakes happen, and I'm really not trying to have a go at you, but this is simply not how eBay works.

That's why it says on every single listing: "Seller assumes all responsibility for this listing."

LadyDee

When I have listed items such as this, new insides, tatty outsides (!), as well as listing as New (Other) I always state "Probably not suitable as a gift as the packaging is not pristine, but item has not been used".