I’m happy you all are here and just discovered this resource hub message board! Thanks for reading
I have through trial and error navigated returns and learn something new every time. My current understanding is, as a seller, it is considered best practice to offer returns and I have made mistakes in my listing that may have contributed to the return issue. Each time I try to improve my listing descriptors, categories, keywords ect. It is a process.
Recently I sold a mixed item lot that included coins, stamps, random vintage items and trinkets. My mistake was in the listing description, I failed to specify a missing piece of an item that was photographed. I changed the photos around and this one item did not overtly appear incomplete.
I also could have included a general disclosure as I’ve seen many sellers do. I have 2 questions- I do feel responsible for the omission of this information. However the lot was labeled mixed items “ JUNK” lot. eBay initiated the return, and I thought well, I overlooked this so - ok I’ll move forward with the return, no problem.
As I respond to the buyer’s question about the missing piece , I offer to move forward with the return. Then the buyer starts asking if he can send cash in the return box, ( to cover certain items he wants to keep) .
I’m hesitant but wanting the customer to get the lot they wanted in the first place, I offered instead to provide a partial refund. I explain to the buyer I wanted them to have a good experience and to keep those items they liked, but I didn’t feel comfortable accepting cash. I explained I did not want to contradict any eBay policies. I couldn’t find an exact policy to reference, but this felt a little like a transaction outside of eBay. I didn’t get into this too much, just encouraged the buyer to keep the items they liked and return what they didn’t and I would send a generous refund.( I’m thinking now that a lot is considered one unit and breaking that down is probably ill advised. )
Hope I did not violate a policy in offering, but if I did that is what happened. My intentions were to recover what I could, keep the buyer happy, and learn from my mistake, start include more clear disclaimer in junk lots.
He said he shipped the items, but tracking said he did not. I explained that as soon as I receive the return, the refund would be issued. Several days pass and nothing. I contacted the buyer again to touch base, make sure he got the return label I paid for. No response. No contact.
A week later, I see a note from eBay that the Full refund was initiated by eBay. This has never happened before. I typically refund immediately, but the communication with this buyer was off, something felt unsettled, so I wanted to wait until the return arrived .
And I wanted to check what was returned so the refund would be fair. Currently it looks like the buyer was fully reimbursed and got to pick and choose from a junk lot what he would keep. Not exactly fair but I’ll remember this in future postings!!
also, when I say “ junk lot” I am referring to all kinds of items. These are all in photos and typically I’ll mix several items that could stand alone with no defects. But some of the items are missing a piece or part and this is something people like to purchase for all kinds of reasons: arts and crafts, repurposing, use for parts ect..
I feel like nothing I can do from here is that correct? Is there anyway to get this experience on the radar of eBay? He has 5 negative reviews as a seller, but most reviews as a buyer look positive. Do I need to submit a pos/ negative/ indifferent review or avoid it all together?
Can I block this buyer and if I do do I need an explanation to the buyer or eBay? Was the buyer offering to place cash in the return box a violation of policy ? What do I do if he did this anyway when he placed the box in the mail. Outside of better descriptions, what can I do to make sure I’m not vulnerable another sale gone wrong.
I do think I will moving forward state an all or nothing lot return policy ( if allowed) can I select policies for different items? Like can junk lots be as is and other lots honor return policy? Sorry this is so lobby, really appreciate you all being here!
