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Buyer won't respond after their purchase. Upon shipping I noticed an issue with the product and want to see how they'd like to proceed.
Summary: tripledouble3233 shared a situation regarding a buyer who has not responded after purchasing an item. They discovered an issue with the product and attempted to contact the buyer to offer a replacement, refund, or cancellation options. Despite sending multiple messages, the buyer did not initially respond. However, the buyer has since reached out, and tripledouble3233 is still seeking advice on the best approach for handling such situations on eBay.
Here's the note I sent to the buyer: "As I was boxing/shipping the case I noticed that one of the seals had been broken. When I had movers transfer these several years ago it looks like they labeled this one incorrectly as it had been opened.
The other one I have(pictures included) has not been opened/seals are not broken and I could use it as a replacement. Given the condition of the case, it shows some staining, I'd also give you a $300 refund and guarantee the boxes inside are not damaged and if they are I would replace them. I'd also be glad to give you a full refund and cancel the sale if you'd prefer.
Please let me know how you would like to move forward. My sincere apologies and I'm extremly sorry for this".
At your convenience, just let me know what you'd like to do"
Here's the item: https://www.ebay.com/itm/188614454527
Their purchase date was 7/8/2026.
I've also attempted to contact them through their eBay email and the phone number given via eBay and still no response.
Given that it will be one week at the end of the day tomorrow, I just sent them this note: "I tried contacting you through your eBay email, and texting you via the phone number that was given me through eBay as well. Given that I have not heard what you'd like to do, per my note above, I'm going to give you a full refund if I don't hear from you by end of day 7/14. At that point I will hold the other case for a week, in hopes you will get back to me, and let me know how you'd like to proceed. If I don't hear from you after that I'll list. Hopefully you'll want the other case.
Thanks again regardless,"
Can someone please advise if there's a better or preferred eBay solution?
comics-scifi-collectibles
MentorJul 13, 2026 at 11:42 PM@tripledouble3233 You are now late shipping. I would have just shipped since the buyer was not responding.
You said the buyer has contacted you now.... what did the buyer say? Do they still want the item? If not instead of giving them a deal on a different item ask if they want to cancel. Then cancel as buyer requested.
Otherwise you ship the item. You could put a note in the box.
tripledouble3233
OPJul 13, 2026 at 6:20 PMThe buyer contacted me but I would still like any feedback. Thanks!