OT: WWYD, ebay buyer wants to return American girl doll /Update, Paypal q? post 29

[gk90]

Grr...this is not what I want to deal with at Christmas. I shipped out a brand new in box American girl Marisol doll (bought for my daughter years ago, but she decided she wanted another doll instead) and the buyer says she's defective! Which I know she's not, she was perfect when shipped.

Here's our email exchange
The buyer:
I recieved Marisol today (Dec 23) around 5:30 and I couldn't wait to open her. When I did the doll's left eye was sticking and would stay closed when picked up straight. I will ship her back to you and would like a full refund. Thankyou. She will return to you in her original box.

My reply: (evening of Dec 25, we spent the evening of Dec 23 and most of Dec 24 on the road)
I'm really not sure what you mean by the left eye sticking. The doll was in perfect condition when shipped, and from all the pictures I have, taken the day I put her up for auction, her eyes were working with no problems.

What I didn't want to get into with my reply: My terms clearly say "no refunds" but I'm sure when I say that to the buyer she'll say that the doll was not as described.

I guess I have to wait for the buyer reply, but I'm mad...I know the doll was in never used, never removed from box condition...grrr! And this buyer has given me a headache before, as some of you already know from this thread where you kindly gave me advice: http://www.disboards.com/showthread.php?t=2847135

 

[Leajess99]

Keep copies of everything and from there I am not sure. I am sorry that she is trying to mess you over on this. Good luck.

 

[marlynnp]

"Upon receiving the doll back and verifying via the invisible mark that was placed on her, I will be more than happy to issue you a refund of your purchase price."

 

[Darcy03231]

"Upon receiving the doll back and verifying via the invisible mark that was placed on her, I will be more than happy to issue you a refund of your purchase price."

This I would also block that buyer from bidding on your items.

 

[luvmy3]

"Upon receiving the doll back and verifying via the invisible mark that was placed on her, I will be more than happy to issue you a refund of your purchase price."

Definitely I did this with an e-reader I sold and miraculously it worked fine after

 

[Bonniec]

Whats an invisible mark?

 

[ancestry]

Whats an invisible mark?

A mark that on an item that only you know where and what it is. This stops others from switching out items. I.E. switching their defective item for your good one.

 

[nunzia]

A mark that on an item that only you know where and what it is. This stops others from switching out items. I.E. switching their defective item for your good one.

Yes..I do this at times with things I think may be good candidates for swapping. That said, you'll have a hard time proving item was swapped. Generally it's best to get item back, refund buyer and block them, then move on.

 

[crashbb]

"Upon receiving the doll back and verifying via the invisible mark that was placed on her, I will be more than happy to issue you a refund of your purchase price."

It was sold as "never removed from the box". If the OP uses this bluff, she is either obviously bluffing or admittedly that she lied in her description of the doll (since she wouldn't have been able to put an invisible mark on her without removing her from the box).

 

[phred52]

It was sold as "never removed from the box". If the OP uses this bluff, she is either obviously bluffing or admittedly that she lied in her description of the doll (since she wouldn't have been able to put an invisible mark on her without removing her from the box).

One could open the box but never remove the doll. Reach in and apply the invisible tattoo.... just sayin....

 

[richmond282]

I would definitely block that buyer. And I'm not sure you have much recourse since ebay has a habit of siding with the buyer.

 

[ceecee]

I have heard of eyes sticking on the AG. Maybe she could send her to the AG hospital to get it fixed, I don't know if or what the charge would be since even though Marisol was new she hasn't been sold for a few years.

 

[sam_gordon]

How well did you "test" the eye before sending it out? You admit the doll is a couple years old. Is it not possible that YOU got the doll "defective", or after sitting around a couple years, whatever makes the eyes move has decided to "stick"?

I think you have to take the doll back, refund the money and put the doll back up for auction (although as "barely used" instead of "NIB").

 

[LuLuO]

I would probably take the doll back and re-list it. But, do keep copies of all of your correspondence with the buyer, just in case what you receive in return is clearly not what you shipped. Just out of curiosity, what kind of feedback does the buyer have?

 

[SweetPeasMom2]

FYI, I bought Mia for my daughter and Rebecca for my niece. One of their left eyes stuck a bit. Can't remember which one. So it might be a thing. Maybe OP didn't notice it before.

 

[bearloch]

I got a AGD thats eyes stuck at first it was like it ( doll) had to adjust to temp then it worked fine!! I would tell her that you would take the doll back minis the shipping and handling costs and resell her BUT you also need ALL the packings that came with her in exact condition you sold her or you wil have to dedut tht from refund.. that may deter her from refunding and that you need doll back within 10 days and want it shipped with insurance and tracking! good luck

 

[gk90]

So this is the buyer's reply
"Hi. I am telling you that when I opened the doll her left eye was closed I HELD HER IN AN UPRIGHT POSITION. I NEVER EVEN TOOK HER OUT OF HER ORIGINAL BOX. AS SOON AS I SEEN THAT I NOTIFIED YOU. I've done nothing to this doll."

So she filed a claim with Paypal, "item not as described" which was resolved in her favor. Paypal is already holding funds from my account so that I have a negative balance.

She's supposed to send the doll back but I'm going to be out of town until Jan 2 so I've requested her not to mail it until the end of this week. I hate to think of the package sitting on my front steps in the rain or in a snowstorm...I put a hold on my mail delivery until Jan 2 but since Priority Mail delivery comes on a different truck I'm afraid that it might not get held.

I'm so annoyed. I'm sure the eye was opening fine when I took photos for the auction.

 

[DianeV]

You are sure that paypal has made their decision? Because they do automatically hold the funds when a claim is filed. that doesn't mean they have decided in her favor.

if they did I am curious as to what you said and what paypal said. I agree that the buyers hold all the cards in these cases and can easily substitute an item

 

[ceecee]

Paypal almost always sides with the buyer. I sold a NEW in sealed MP3 type player and the buyer said it didn't work. Sent it back to me and it worked fine, I had to take a loss on it and sell it as used since it was opened. Another time the guy left positive feedback and then three weeks later said he didn't get the item, luckily I had my delivery confirmation on that one.

 

[mom2val]

i.