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Buyer doesn't want to return item but wants refund
I sold a Vintage Lava Volcano Ceramic Tree. Although packaged very well the tree arrived with a small bit of chips to the top with was already altered by previous owner. I asked her to return the tree with the chips and package well to try and get it back to me without much more damage. She does not want to ship it back. The tree was 225.00 plus shipping . She wants a partial refund of 190.00 and keep tree. She states it was packaged really well and and is surprised it chipped. It was insured and I have pictures of the packaging prior to shipping and after. She has not opened a return request. I suggested looking into opening an insurance case and thats when she told me she got a quote to make a new tree and use the base that its on for 160.00 plus shipping. I feel red flags all over and don't want to feel that way. I have 901 positive feed backs. I would love some advice.
Thank you
mr_lincoln
Mentor3 years agoHi @sahphire48
Whether you have (1) or (901) of (9001) Pos FBs you are only dealing with one transaction and one Buyer. If you sell long enough you will get scammed or attempts will be made ... we've experienced them over time on several accounts here ... it's part of doing business where some customers are simply dishonest.
I would suggest determining what you are and are not willing to do, sticking to it and message the Buyer with those options and then wait, don't go back and forth with them. If you keep engaging them they might say they found an item for only $ 120 with Free shipping but would love to keep yours and would you be willing to refund down to THAT amount??? ... then what do you do???
sahphire48
OP3 years agomr_lincoln,
thank you. Very sound advice. I will offer return shipping label and ask the to open a return. I think this is the right thing to do which was my first choice. If they refuse I will get eBay involved. There is so much reading I’m glad I used the community ☺ï¸
mr_lincoln
Mentor3 years ago@sahphire48 Your first gut instinct was spot on, offer to pay to get the item back and get it out of their hands.
wooden_flower
Mentor3 years agoIf there is a claim to be filed, you are responsible for filing it, not the buyer. But - you need the buyer’s cooperation, which does not sound likely at this point. Ask her for photos of the item and the box, so that you can start a claim and find out if the carrier wants to inspect it.
I would continue to politely ask her to open a return request so that you can issue a return label. eBay will not force you to issue a partial refund, but they will force you to accept the return and issue a full refund, even if returned to you in even worse condition.
You could also try offering a discount of the shipping x 2 - that is what you are going to be out of pocket if she returns, in the best of circumstances. I would even go a bit higher, since it is damaged, but $190 sounds like a lot.
Start with the photos and keep the conversation pleasant.
sahphire48
OP3 years agoI have all pictures. But think a return is best. eBay states seller pays return shipping. I guess that’s my loss. But I want to do best for both. The damage is so little that I doubt USPS will refund. Thank you for such a quick response.