Building Concierge Placed Buyers Package in the Freezer. Am I Responsible?
Hello,
I have a buyer that is stating his building concierge placed his package in the freezer for two days. he is claiming it was damaged and wants a full refund ~$200. I used a large box from costco that did say keep frozen but I taped over the label and made sure UPS marked it as not perishable. I am guessing the concierge saw through the tape and decided to put it in the freezer. I am struggling to understand why I am at fault for this. If UPS marked it as not perishable; wouldn't this be the buildings' issue? He hasn't filed a claim yet because I am trying to figure out what my options are. I'd like to avoid having to refund him for an item that was in perfect condition when I shipped it out. I understand his frustration but at the same time, I don't feel responsible for the screw up.
I appreciate your time! Thanks!
kalyoth
·2 years agoMost shipping services, USPS largest for signs, require all shipping containers to have completely blocked out any works, images or labels upon recycled shipping materials prior to acceptance. It is to avoid just this type of situation. The situation is 100% upon the seller, having chosen the materials used. Use it as a lesson in properly purchasing a sharpie/marker to black out everything in the future.
Also - it IS Winter so, packaging to protect from weather should also be taken into consideration for all items that can be impacted by inclement weather.
soh.maryl
·2 years agoExactly how much damage could a freezer do to an action figure?
Are there pictures?
chamuco314
OP2 years agoThanks everyone for your responses. This is the funniest situation I've encountered as an ebayer yet. It was a a valuable lesson and luckily the buyer didn't pursue a refund after all. I guess the freezer didn't do much of anything to the figure, as I had anticipated. You guys have a nice week and thanks again.
a_c_green
·2 years agoCardboard is actually a pretty good thermal insulator over short periods of time to keep the internal temperature stable regardless of the outside temperature.
Which reminds me, I need to order a pizza... 😉
isaiah53-57
·2 years ago@chamuco314
Unsure how an action figure could get damaged in the freezer - If you are on the east coast during the winter months pkgs are pretty much "in a freezer" the whole way to the buyer - My thoughts are that your only option is to wait out the buyer until he/she files a case for NAD - You are on the hook for nothing until that happens - It could well be the buyer looks to try to get money back from everyone he/she buys from and when it doesn't happen he/she moves on - There are a lot of scammers that look to take advantage of new sellers and good-natured or naive people who dont question their complaints. So I would not do anything until you have to, or you may be adding to this buyers boldness to keep on his/her current track if there is malfeasance at work - Question EVERYTHING on this site - When dealing with items of value, I think the situation is far worse than most people would even begin to realize.
a_c_green
·2 years agoMe neither. If the buyer actually opens a return request then take it back: request return before refunding, send a Return label if necessary, but don't get into haggling a partial refund.
Basically, I don't believe the buyer's story any further than I could throw it by the leg. I think it's more likely that he's got Buyer Remorse, saw the covered-over Keep Frozen instruction, and thought he had an original idea to go with a Not As Described dispute. Even the densest concierge probably knows a reused eBay package when he sees one, and can also see that attempts have been made to cover up the original box labeling, so I flat-out don't believe that the package was deliberately frozen in the first place, nor do I think that the collectible figurine or whatever it was would have been harmed by a brief chill.
Just tell the buyer to Return for Refund, add him to your Blocked Buyer List, and hope for a better price (and buyer) next time.
simba6
·2 years agoNo your only required to get it delivered to the address provided to you. After delivery, it's no longer your issue. In the winter packages get cold. The large truck trailers are not heated either.
After delivery rained on , stolen or trampled by yaks not your problem.
iamalwaysright
·2 years agoThe ONLY action figure I would say to always make sure to label as “Keep Frozen†is Han Solo in carbonite.
albertabrightalberta
·2 years agoCount me as another who considers this to be the seller's fault although I'm having a difficult time believing that there's any damage to an action figure.
For the record, my local p.o. has a video that runs on a tv on the wall. It shows the proper way to redact markings from packaging.
This is from the USPS website:
https://pe.usps.com/text/pub52/pub52c2_013.htm#:~:text=Reused%20packaging%2C%20boxes%2C%20and%20containers,been%20removed%20or%20completely%20obliterated.
Red rectangle is my marking -- Although the reference on USPS is discusses hazardous and restricted items, I commend the concierge for complying with the marking on the box!
buyselljack2016
·2 years agoI keep several various color markers handy to mark out anything on a box that I do not want to be read/seen.
I've removed the "smile" from many a box.
iamalwaysright
·2 years agoJust turn it upside down and it’ll be a frown.
🙂
whoops I mean 😞
tobaccocardyahoo
·2 years agoI find this to be one of the most entertaining situations published in weeks.
How about we all chip in a small amount to cover the costs of the refund.
We rarely find a good laugh on this forum.
I say this believing that using a Costco box whatever it said was a bad idea.
tinsoldierunderground
·2 years agoCount me in!
dbfolks166mt
·2 years agoI could not help but laugh when I read your posting, not laughing at you, but this has to be a first.
reallynicestamps
·2 years agoI used a large box from costco that did say keep frozen but I
Yeah.
You're at fault.
It's your job to make sure the package arrived securely.
I do agree the buyer is .... a few dice short of a Nat One.*
Even if you have a No Refunds policy, you are entitled to demand Return before Refund.
You will have to send a Return Shipping Label if eBay gets involved.
"I regret you are not happy with your purchase. Please return it for a refund."
It's actually kinda nice that the concierge did freeze the package. Going a step beyond, from one point of view.
In this case the step took the transaction right over a cliff.
*How obvious is it that I am not a gamer?
lux.ra_14
·2 years agoOr the buyer saw through the tape and spotted an opportunity.
I suppose it depends on the building, but would a concierge typically have access to freezer space for incoming packages?
dirk12955
·2 years agoLet the buyer take the next step. Ball's in his court.
I shipped some stamps sheets to a buyer a few years ago. Between here and there the
got wet and were totally ruined.
I gave him his money back, even though I really didn't need to.
wastingtime101
·2 years agoGrocery deliveries are very common. Some building have cold space for it.
Unavailable member
·2 years agoSounds like you are at fault for packaging the item in a box that said to keep frozen.
The concierge was only doing what was read on the box.
If your buyer opens a return for not as described you will accept it, issue a label and refund when it's returned.
Advice for future shipments .....don't use boxes that say freeze or refrigerate on them.
chamuco314
OP2 years agoYea kinda seems that way. Oh well, lessened learned I guess. Didn't even cross my mind, just figured since there was tape over it, obscuring it and ups made sure it wasn't perishable that od be fine.
Thanks
stainlessenginecovers
·2 years agoI missed that part...ouch.
Well, either way, still not sure a 'plastic doll' in a freezer will hurt Anything. Afterall, the 'box' was IN a box.
Blue Ice is in a plastic container.
My ice trays are plastic
The ice cube holder from the automatic icemaker is plastic.
Really rather ridiculous of this buyer to 'think' there would be something wrong and then NOT prove it.
ittybitnot
·2 years ago@chamuco314
What was in the package?
Did your buyer file a claim, or are the just messaging you?
chamuco314
OP2 years agoIt's an action figure, a rather large one. They haven't filed a claim yet just been going back and forth with them.
mtgraves7984
·2 years ago@chamuco314
I never knew a freezer would ruin an action figure. But if your buyer thinks it did and opens a Return, approve it and refund your buyer when the figure is returned to you. I'll bet you'll be able to sell it again to the right buyer this time.
chamuco314
OP2 years agoYea I don't get it either. The dude sounds super neurotic. I figured as much, I'll just give him his money back and resell it but at this point I know for sure he's going to ruin my perfect feedback lol oh well there are worse things in life I guess.
iamalwaysright
·2 years agoHAHAHAHAHA. Sorry no offense but I found your OP story really funny. Certainly one I've never heard of before.
I'm probably in the minority in saying I do think it was your fault to begin with though. This wouldn't have happened had you not used that specific box. I'm recalling a few posts awhile back talking about how sellers should never have to buy packing boxes and just get them for free at nearby stores. Your issue is one of the risks of doing that. Package graphics, words, etc do make an impact on the shipment. That's why you never really see anyone getting a used empty box from an expensive computer part or electronics or designer handbag to pack the cheese grater they sold.
I get that you put tape over it to cover, but apparently the tape isn't opaque enough for no one to see thru it. The failure to do that was also your doing. We have to assume we are selling and shipping to the lowest common denominator of people out there... foolproof. Duct tape would have fixed that.
Honestly, if I received a package in a box that had the words "Danger. Biohazardous and highly contagious/infectious material inside" or "Danger, highly unstable volatile and explosive material" on it but it has somewhat translucent tape over it, I would definitely consider that warning despite the tape and passing thru the USPS mailstream. My examples are more intense than yours, but you get my drift. Did USPS mark it as non perishable on all sides of the box to make it very noticeable? What kind of tape did you use?
If your buyer's story is true, I would say he has a pretty good building concierge for doing his job. It's likely he saw both warnings (non-perishable, keep frozen) and erred on the side of caution. Sounds like you and some others agree that the safest choice would have been to keep the package frozen as majority of ebay's items won't get ruined by being in the freezer.
Finally I'd say you're responsible but as others may have said, don't poke the bear here. Message only when necessary and don't get into it with the buyer. Only handle the return if he files a return. AFAIK you should be protected from feedback if the buyer files a return and you completely process it for him (gave his money back). I can't remember if it's only for certain types of sellers or all. Good luck.
mantle1951
·2 years agoObviously the action figure is no longer active it is frozen in time!! What terrible luck and there was a freezer nearby?? I guess the refrigerator in the lunch room? Sorry for you having to deal with this he should just thaw it out.
chamuco314
OP2 years agoYea, you're right. I totally screwed up. Lesson learned! Hahaha and I was LOL when he reached out too. It's a strange situation indeed. Luckily, he decided not to pursue a refund.
fern*wood
·2 years agoGood to hear the action figure warmed up!
iamalwaysright
·2 years agoI don't know either. Moisture and possible mildew on the cardboard packaging? No idea.
toomuchstuffagain35
·2 years agoI was wondering that myself. What damage freezing an action figure would incur.
Unless, of course, the buyer tried to move the figure while it was still frozen>
stainlessenginecovers
·2 years agoI would do NOTHING...
I would NOT offer to 'refund'
Guessing it's the Dragon Ball doll? Many 'collect' and get things 'free' this way, or collect and want a 'better one' so they buy yours and return a 'worse' one. Either way, obviously NOT your fault they ruined it.
Wait until the buyer opens a return, IF and ONLY IF, they open it 'correctly', can they 'force' a return.
Many don't know how.
Many don't want to hassle it.
Look at it this way- offering up front GUARANTEES you are getting it back and giving back the $$
Not doing anything, there is a CHANCE nothing happens. After all- buyer 'destroyed' the item, you didn't.
If you offered returns, you could have deducted up to 50% of the refund amount should it come back in 'less than' shape- but you are not, so that's moot.
chamuco314
OP2 years agoThanks! Likely my approach, we will see how it plays out.
kenneth686321
·2 years agoEven though it's not your fault, If a buyer files an Item not as described or anything similar you are responsible. Ebay terms and conditions.
Accept the return and issue a return label and refund when the item arrives back to you. You will get your ebay fees back.
Do not argue with the buyer do not let Ebay step in or you WILL loose your money and item and get a strike on your account. Do not contact Ebay customer service because they will give your false information.