Ebay question...

[LtlTee]

I posted this on the CB, but someone suggested that I also post this here, so here goes:

I know there are quite a few people here who "do" ebay, so I have question for the experts.

I just recently started selling stuff on ebay -- I'm not a hard core seller, and this is not my livelihood or big business for me. I almost look at it like "trading" -- I sell something and then I have money in my paypal account to buy some I like. I recently sold a Christmas ornament, which was breakable. I know that I wrapped it properly -- it was wrapped in 5 or 6 layers of tissue and then bubble wrap. I put it in the proper size box (meaning that the box wasn't so big that the ornament bounced around inside) and then padded the ornament in the box with additional bubble wrap. There was no room for the ornament to move in the box. (I bet you can see where this is going....)
I recieved an email from the buyer today that when she opened the box, the ornament was broken. She requested the name and address of my business (although my return address was on the box) so she could send the ornament back to me and have me send her a replacement.. Here's my dilemma:

1. My listing read "All Sales Final."

2. I KNOW I packed that ornament well. I can't think of anything more I could have done, short of putting it in my car and driving it there, that would have insured it didn't arrive broken. The person stated that it was a gift and wanted her replacement ASAP. My husband pointed out something that I never thought of -- how do I know that she didn't take it out of the box and drop it on the floor and break it?

3. She requested a replacement ornament from my "business". I don't have a replacement -- I am not a business and it was the only one I had!

So, what I am obligated to do, and what would you guys do?
__________________

 

[simpilotswife]

It's up to you. If the ad read all sales final and you offered her the option of shipping insurance then you are covered and could easily deny her claim.

You could offer to replace the ornament as a courtesy if she sends you fees for postage and handling. That is what I did for someone last year.

Or you could ask her to return the ornament and you will send her a replacement once the returned item is received.

Your response really depends on whether you are worried about the negative feedback or not. If you are worried about the feedback then send her another. If you are not then don't.

 

[Magickndm]

She said she didn't have a replacement simpilotswife.
If I were you, I'd tell the buyer that, then offer to refund the money. If the item wasn't that expensive I'd leave it at that. If it was, I'd ask the buyer to send the broken ornament back, and then you'll refund the money (that way you don't have any doubts they're trying to get it for free).
Did you offer insurance ? If so, was it purchased or declined?
And just a warning, no matter what you do for some people, it's never enough.
Hope you can get this resolved.

 

[imsayin]

I actually had a similar situation with an ornament set that sold for almost $100. I did not have a replacement, because, like you, I am not a business. I thought the buyer was trying to scam me. I sent an email stating that I was not responsible, as she had declined insurance. She never responded back to me. I never replaced the item or refunded her money. Personally, I believe in negative feedback when appropriate, and I am not scared to get a negative if I feel I am handling the situation properly.

 

[LtlTee]

The shipping method I used had insurance included. However, I lost the shipping receipt that had the information on it. (I left it clipped to my visor in the car and my husband mistakenly threw it away.) My fault entirely.
The ornament was not at all expensive and sold for under $20. I'm going to refund her money, although I'm going to tell her that I would like her to ship the broken one back to me first.
Thanks everyone for your input! I'm learning as I go!

 

[seashoreCM]

Be aware that tightly packed padding can crush thin fragile objects like Christmas tree ornaments, if the box sides get compressed.

Some objects like the glass sculptures sold at some of Disney's gift shops (one opposite the clothing stores on Main St. at MK?) really need scientifically designed packing which nobody can do correctly by hand quickly. You just hope that the packing you gave it is enough. In some cases the object is best packed with air space all around it but the base of the object is fastened so the object stays in the middle of the air space.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

<small>You can tell a lot about the health of a person by observing what he takes two at a time -- stairs, or pills. (B. Meltzer a talk show host, among others)</small>

 

[got2lovedisney]

When I worked at UPS the advice they had us give was to pack fragile items in a box with 2-4 inches of padding all around and then put THAT box into a second box, also with 2-4 inches of padding. No matter how well something is pack though, there's always the potential that someone will claim foul. Can't please everyone. Unfortunately.

 

[PatMcDuck]

I had a buyer claim an item arrived broken, and I was skeptical. It was NOT what I would even consider fragile, it was a hard plastic pin box, metal hinges, with pins inside. Turns out it arrived to the buyers PO damaged, and was stamped by the PO.......... I did have him mail it back (because I can sell the pins as traders with no box someday). I could not believe the box, the way it looked, and the snapped metal hinge. I would say my package was either run over by a car/truck, or was caught in a machine (Size 4 Priority box, beware!) I gave a full refind, as the item was sort of touching the inside wall of the box (I should have packaged it better). I just could not believe it.

I sell fragile ornaments, and double bubble them, then put newspaper around that, crunched up, but not packaged to tightly. So the bubble w/ornament stays in the center of the box, and I now use a #7 box for a single 4 inch ornament, so the item is way inside the box.

 

[simpilotswife]

I did not see the part about no replacement available sorry.

If shipping for the item included insurance then you should absolutely refund the woman's money. Your lost receipt is not her problem. Have her send you the item back though so that you can submit a claim when (if) you find the receipt.