Buyer has damaged item when opening....

blue_monkey_2

A buyer has just emailed to say they have damaged the clothing they bought when opening the package from me. I send items out in the grey opaque mailing bags and have sold in excess of 20,000 items and send everything this way and this has never hapened before. They are saying I should be packaging in other protective bags too and is angling that it is my fault.

So, what would you do? Should I refund her or tell her tough, or get her to return it to me before I reund it? (In case it is not really damaged) Any thoughts? I want to be a good seller (I run a business) but why should I pay for a mistake the buyer made because they did not take care when opening the package. What do you think I should say?

zebidee1

Lol...what a flaming cheek. :rotfl:

I'm no eBay expert so someone else will advise you.......but I'd go to jail first before I'd refund someone for THEIR mistake.

sarahg1969

Cheeky beggar!!! At least the buyer has admitted in an email that they've done the damage, I suppose.

Unlucky for them, I'd say.

custardy

im not saying its your fault but how did they open it?
were talking just a plastic miling bag?
im guessing they sliced it with a knife?

blue_monkey_2

'cutting open the bag along the dotted line' - scissors I guess??

Just getting some other peoples thoughts really. I guess it's a million to one chance it could happen but I did think I would mail and say thanks for the feedback, what would you like me to do? Is that a good idea?

goldspanners

i would say "thanks for letting me know,in future i will send all buyers instructions on how to open thier mail before i post it off.
or maybe you could hand deliver your items,wait untill they want to wear the items and then dress them to.
why do people need to be told how to do everything,and when they mess it up blame other people?

custardy

yup agreed.plenty of big companys use the same bags.
not rocket science

freddysmith

I would wait a day before answering, they might just realise how silly thay are.
May be thay don't take responsibility for anything in their life and had to ask their mum what to do.
Depending on your Ebay and financial position, maybe offer them a second item at a reduced cost. In reallity its their fault but balance that up with some friendly customer care.

blue_monkey_2

Thanks guys, I wanted to make sure I was not being unreasonable by not offering them a refund or something (and yes, some of you know what I am like - too soft!!) I'll answer her tomorrow night and apologise and just tell her I'll remember that for the future. I think I have another, maybe I should offer that at a reduced rate. It wasn't even crammed in the bag thinking about it.

rose_sparky

I thought it was pretty straightforward that if you receive an item in a postal bag you shake it to the bottom before using a knife or scissors to open it.

hev_2

I can't believe what some buyers get up to - and I'm mainly a buyer!

FWIW I once had a book packaged so tightly that there was not a chance of opening it without damaging the book. I mean, someone had a sellotape fixation! It took me around half hour to get into it without exaggeration. I didn't even leave neg/neutral feedback. (bottled it and didn't leave any).

I took the view that once I had got the package, and it hadn't been damaged in transit then what happened was my fault. End of.

Don't offer a discount, just polite 'sorry but opening package is self explanatory' and forget about it.

(I really do wonder about some people being let out without their keeper sometimes, I really do)