Best way to handle an item getting damaged while preparing to ship?

[desertcanyon4]

I was packaging an item for shipment (a brand new, sealed perfume). The perfume box fell out of the shipping box and hit the top of my desk hard. When I picked it up and shook it, I could hear plastic moving around inside the box. Either the cap came off or the cap broke. I think it's more likely that the cap broke.

I immediately messaged the buyer, apologized, and asked him what he wanted me to do -- did he still want me to ship? No response. I waited until the the next day, and messaged him again, asking if he would prefer a full refund, or take his chances with a possibly damaged item. I concluded by saying that I will go ahead and ship if I don't hear from him, and if the cap turns out to be broken, I offered a 10% discount/refund. I will actually give more if he asks.

This was an item I had only 1 of, and there aren't any others exactly like it on ebay either.

I am anxious because I have never shipped anything that wasn't as described. I take very detailed pictures, including flaws. I wasn't sure what else to do, since he didn't seem to be getting my messages/emails.

What is the best way to handle a situation like this? Thanks is advance.

[coffeebean832]

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@mg152 wrote:
You can sell used perfume here. It happens everyday.

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Doesn't it qualify as "used cosmetics" which are not allowed?

https://www.ebay.com/help/policies/prohibited-restricted-items/used-cosmetics-policy?id=4290

[mg152]

I should clarify. You can’t sell used roll on perfumes or any used cosmetic that has contact with the body but used sprays are fine.

[coffeebean832]

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@mg152 wrote:
I should clarify. You can’t sell used roll on perfumes or any used cosmetic that has contact with the body but used sprays are fine.

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If that's the case then I stand corrected. I thought "used cosmetics" was pretty much all-encompassing.

[myescape]

There are many things listed on ebay that are against policy-does not make them ok to seller just means they have not been reported enough by unique users /had enough cases filed or ebay has not taken action yet

[jennzet-0]

Verify that the perfume can be sold on eBay. Most perfume can be sold on eBay, but the website does have a few restrictions worth noting. Used perfume must not have an applicator that comes into contact with the body.

I googled it and that poster is correct.  You can sell used perfume if it sprays on since that type of application has no contact with the body.

[southern*sweet*tea]

https://www.ebay.com/help/policies/prohibited-restricted-items/used-cosmetics-policy?id=4290

Restricted

• New cosmetics as long as they are sold in their original container with ingredient labeling per FDA regulations
• Used cosmetic brushes, as long as they have been thoroughly cleaned
• Homemade cosmetics, as long as they comply with FDA regulations
• Lotions, perfumes, and body washes, as long as they don't have an applicator that comes into contact with the body
• Opened but unused cosmetics, as long as the seller clearly states that the container has been opened
• Sample cosmetics, as long as they come in the original container that includes the ingredient list

Not allowed

• Used cosmetics
• Used makeup sponges or applicators
• Cosmetics, colognes, perfumes, lotions which do not come in the original container

[lilbama911]

Personally, I would not ship this item if something appears to be broken.  Unless of course, you want to risk a case being opened.

[ferretofparis1922]

Did you know a SNAD is less damaging to your account than a out of stock defect? A couple of out of stocks can result in your business being shut down.

[sam9876]

There is a smarter way to handle it.

[coffeebean832]

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@sam9876 wrote:

There is a smarter way to handle it.

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If your only concern is protecting your seller account.

But- if a seller cares about customer service, buyer retention and not making the buyer wait for the refund and making them extra steps to get that refund- then they should take the out of stock defect. It's not a common occurrence and one isn't going to kill your account.

[desertcanyon4]

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@ferretofparis1922 wrote:
Did you know a SNAD is less damaging to your account than a out of stock defect? A couple of out of stocks can result in your business being shut down.

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Really? I did not know that.

Thanks

[desertcanyon4]

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@sam9876 wrote:

There is a smarter way to handle it.

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How would you have handled it?