Hi, just after some input. Sold my ecto-1 on ebay.
Was listed as new & sealed - I had intentionally made no mention of box condition, or any mention of 'mint' etc.
Buyer emailed me to say box was badly damaged due to poor packaging and that he wanted a different one.
I don't have another, but asked for photos so I could assess and suggest an appropriate solution (eg, 10% refund or something)
These are what he sent me...
To me, this doesn't warrant a claim - but what do others feel? I'd understand if I'd listed it as 'mint' or similar, but that wasn't the case here.
Now, ignore him, and I'll likely end up with negative feedback and/or a frivolous PayPal charge - but feel somewhat aggrieved offering partial refund. I don't doubt a bit of damage could have occurred during transit - which is why I was mindful not to mention the box condition - but this doesn't look any worse that what you'd find on the store shelf!
Tempted to offer 5% (roughly equal to the postage cost) to see if he goes away - I think beyond that I'll just ask for him to send it back.
Did he get a bargain or pay the going rate?
My advice: If he got it at a cheaper price than the going rate then give him the option of keeping it or receiving a full refund and ask him to send it back. I wouldn't offer a discount. Apologise and wish him luck in finding another at the price he paid. Hopefully, he would choose to keep it.
If he paid the average price, then I think offering to reimburse postage cost might be only way to avoid negative feedback.
You say that's about 5%.
Either way, it's a hassle. Poor you - I can empathise with you.
Might just offer the 5%, just to save the hassle and at least prevent a paypal reversal!
Pains me though - I've had stuff arrive damaged etc before, and I'm always happy to 'put things right' - no-one wants a damaged item - but this this just takes the biscuit!
If you didn't list it as mint or put any other disclaimer on box condition, than he's quite frankly, being ridiculous.
Don't mess around with these types of buyers that are just trying to squeeze money out of you. Say something along the lines of "sorry, that you're disappointed. I'm assuming you just want a set that's in better condition" and then take a full return on it.
If you really don't want the hassle of re-listing, then I would offer 5% or a full return. One or the other. That way he doesn't come back with something even more ludicrous as "I think I should get 10% back". These types of buyers are slimey.
Does it stop everyone from making a stink about something that was really not an issue or something out of your control? No, but I think it greatly reduces the chance of something like that occurring the more detailed you are. 'Details' eliminate gray area that one can use against you with eBay or Paypal.
Finally get insurance on everything you sell; pass the cost to the customer and make it mandatory insurance (and yes eBay is OK with this, at least in the US). Though Im not sure the insurance would be paid out on such a tiny amount of 'damage' to the box in the case above
Just make it clear it needs to come back to you in the same condition it was sent and with all the seals intact.
People like this will do it again and again all the time they can get away with it, and the odd spanner in the works for them might make them think again.
The sender had insurance on the delivery, so I took pictures to show them what state they arrived in.
The sender asked me to return the delivery at my cost and I'll get a full refund. So that's what I did, (cost £10) and I was happy with that.
the items didn't say mint box, but it had clear pictures of all the sides etc, so you can see the condition.
I purposely sent the items back in a large Lego delivery box, with air bags etc. The same as [email protected] deliver items. To show the sender how they should be delivered.
so my point here is:
1) send the items in the correct delivery box.
2) pay the extra for postal insurance. As it saves alot of heartache.
Let us us know what happens!!
Say that you made no claims of the box being in pristine condition, and that you showed pictures of it. Tell him if he wanted perfect condition, he could have asked if the box was in that condition.
If a box is damaged, even minor, I think a seller should point that out, simply to avoid issues like this.
I'd go for a return and you'll refund the return postage (so long as it has not been opened). Then sell it again.
Perhaps you can prove it was shipped adequately and the state of the box was the same when you shipped it and when it arrived. It's certainly a frivolous claim, but you still have to deal with it.
I suggest you offer one of two solutions: He can ship it back at his expense for a refund, or you can refund the shipping. That's all I would offer.
I once had someone make a complaint about a box for a pair of sunglasses (yeah, designer sunglasses). My kid had colored on the box with a marker, but it made sense to ship the sunglasses in the original box, and that box inside another box. I showed the original box in pictures and mentioned the "damage" in the description. The buyer still tried to get some sort of allowance for the box condition! I could point them right back to the item's description and they went away.
There was nothing visible on the listing - i don't necessarily deny the damage could have been done in-transit. Thought it was pretty well packaged, but may well have been insufficient.
Annoyingly, I do usually state something along the lines of 'expect usual shelf wear' - but as it was a smaller set, din't bother - lesson learnt there I guess!
Think I'll go with offer of postage refund or return it - not going to give more than that.
And yes - eBay is pricey for selling, but they must be struggling for listings as they keep doing 'max £1 final listing fee' offers - they're perfect for shifting a few sets!
So I will not accept returns. If eBay ever forces this I'll move to craigslist or do something else to sell, but with such high demand toys like LEGO, returns should not be mandatory.
You should have asked the buyer if it has had all the parts. I love to take little quips that test the intention of the buyer. Asking if it has all the parts would tell if he opened the box and almost unnoticeable damage like that wouldn't make the difference. To be honest I dont think I've seen a "New" set in the store with less box "damage" than that.
disclaimer word of the day is "Shelf-ware" stops all the hassle