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Questionable return request from my buyer
I recently sold several vintage Beatles albums that were in excellent condition. One (fairly new to Ebay) buyer has contacted me, claiming the record she purchased was "altered" and that I did not disclose this fact in the listing. She included one of my photos from the listing to make her point. It was a clear photo of the record's label with my late husband's name written on it in tiny letters. There are no scratches on it, no skips, etc. She sent another email an hour later, telling me that since other "signed" albums of the same title are selling for $35 less than what she paid, she would accept a refund of the "overage" that I'd "charged."
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The album was sold in auction format; she was the highest bidder. So, no one forced her to bid as high as she did. I reviewed the written description, and while I disclosed that it was from my late husband's collection, I did not specify that his name was written on it. This was an oversight on my part and I had NO intent to mislead. That said, the photo of his name (which again was included in the listing) was crystal clear.Â
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I'm a 20-year seller with a 100% positive feedback rating and a clear no returns policy. I told her I'd make an exception and refund her the purchase price plus initial shipping paid once I receive the record back in the same condition it was when she bought it. I said she will need to cover the return shipping. I truly feel she is being petty and is out to get a free item, based upon her sending two emails and the demanding, accusatory tone of both messages.Â
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Personally, I view the photos as part of the item description, and there is an onus on the buyer to carefully view the photos as well as read the description. Kind of a gray area, I realize, but I welcome feedback on that point! Since I have the no returns policy, can I charge a restocking fee if the buyer balks at covering the return shipping? Just now thought of that.Â
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Thank you!
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juliescharms
OP2 years agoThis is definitely a learning experience for me. Thank you all for the guidance...really appreciate it!
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One more question: what if the record gets damaged en route back to me and I'm unable to list it for sale again? Am I just up a creek without a paddle?
lady_madonna
Mentor2 years ago@juliescharmsÂ
Cool albums...just like my collection. 😉
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I agree that you need to approve the return request (per Ebay's Money Back Guarantee), provide a pre-paid return shipping label and issue a full refund when you receive the returned item. No, you cannot charge a restocking fee.
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On a listing, the photos should match the description. So, if the photos showed the signature then the description needed to mention the signature.
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(I signed all my albums, too. I will never part with them)
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theshoppingmom2
Mentor2 years ago@juliescharms I would have her return everything at your cost and then once you get it back refund. Then relist the items and make sure you disclose the name on the record. Also add it on the item specifics under NOTE: Record has my husband's name on it. You need to add it in the description as well.Â
Buyer can file an item not as described even though you included a photo but did not mention anything about the the name/signature and then eBay will force you accept the return.
rfmtm
Mentor2 years agoNo you can not charge a restocking fee. If you want the item back before refunding, accept the return and relist.