eBay

desertcanyon4 · ‎01-14-2019

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.

tunicaslot · ‎01-14-2019

@desertcanyon4 wrote:
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.

Many buyers once they make a purchase go on about their business and don't keep track of a purchase - I don't - I'm given an approximate delivery date so they may not see your message until they log back in again.

Have you tried to find a replacement elsewhere and have it shipped directly to them. You know it may be broken - the buyer, thru the message you sent, knows it may be broken and they can just open an SNAD once they receive it.

Personally - if I couldn't find a replacement - I'd cancel and accept the defect for out of stock as hard as it is.

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tunicaslot · ‎01-14-2019

@desertcanyon4 wrote:
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.

Many buyers once they make a purchase go on about their business and don't keep track of a purchase - I don't - I'm given an approximate delivery date so they may not see your message until they log back in again.

Have you tried to find a replacement elsewhere and have it shipped directly to them. You know it may be broken - the buyer, thru the message you sent, knows it may be broken and they can just open an SNAD once they receive it.

Personally - if I couldn't find a replacement - I'd cancel and accept the defect for out of stock as hard as it is.

coffeebean832 · ‎01-14-2019

With a risk that the item is broken, I would NOT ship this flammable substance.

You said you can't find another on eBay, what about searching for it elsewhere and have it drop-shipped to your buyer? If you can't find another then cancel the order and take the defect.

desertcanyon4 · ‎01-14-2019

Thanks for the responses!

Just to clarify... if I thought there was any danger of leakage, I wouldn't ship. People sell and ship tester bottles without caps all the time.

My concern is more about shipping something not as described.

eleanor*rigby · ‎01-14-2019

@desertcanyon4 wrote:

My concern is more about shipping something not as described.

That's a legitimate concern. Those cases are a hassle at best.

I'd follow the sage advice of the two previous posters and do one of two things:

Find the perfume elsewhere and have it shipped to your buyer.
Cancel with "out of stock" and take the hit.

It happens.

sam9876 · ‎01-14-2019

I can't say what I would do.

jennzet-0 · ‎01-14-2019

I hope I am following what you are saying, but have you opened the box to see what actually happened to the bottle?

loveyourimagination49 · ‎01-14-2019

Why don’t you open the box and find out what the issue is? You broke it, so it wouldn’t make it though the mail stream anyway.
Don’t ship a broken item to the buyer.

Everyone has options. Just be sure the best option is right for you.

desertcanyon4 · ‎01-14-2019

No, because the product is advertised as new, never sprayed, and sealed in shrink wrap (with pictures clearly showing the shrink wrap), so to me, that would be even worse than a broken cap.

desertcanyon4 · ‎01-14-2019

The bottle (glass) is definitely not broken - liquid would have saturated the box. Whatever is sliding around inside is plastic.

coffeebean832 · ‎01-14-2019

@desertcanyon4 wrote:
The bottle (glass) is definitely not broken - liquid would have saturated the box. Whatever is sliding around inside is plastic.

But you have no way to know if it's just the cap or if it's also the applicator. If the applicator is broken the leak could be very tiny and not noticeable. A loose cap could also get lodged and force the applicator in the down andopen position. That could spell disaster during the shipping process.

desertcanyon4 · ‎01-14-2019

That's a good point.

I just realized that it wasn't clearly stated in my original post that I did indeed ship it.

I didn't think about coming here until after the fact. The only other post I ever made in the Community area never got a response.

I was just wanting to know what to do if something like this ever happens again.

So, if I had it to do over again, I would cancel the transaction due to being out of stock, unseal the box, and if the cap was indeed broken (but the sprayer mechanism still intact), I would take new pictures and relist the item as used, 99% full, but without a cap.

Thanks again for all the responses! I think the first time I posted in the Community area, I must have posted in the wrong spot (not under Selling).

coffeebean832 · ‎01-14-2019

@desertcanyon4 wrote:
So, if I had it to do over again, I would cancel the transaction due to being out of stock, unseal the box, and if the cap was indeed broken (but the sprayer mechanism still intact), I would take new pictures and relist the item as used, 99% full, but without a cap.

Thanks again for all the responses! I think the first time I posted in the Community area, I must have posted in the wrong spot (not under Selling).

You can't sell used health & beauty items as it violates policy.

Your first post was in member-to-member support which is an answer center, not a discussion board. Response to your other post is that there is no way to remove those 3rd party services like Assurant. Your post was a year ago so I can't check your items, but I would say if you see it on a skin care item make sure you're listing in the proper category.