Buyer got item and says that it's missing a piece that is shown in the photo

[stock-goods]

I sold a fairly expensive purse, put it in a safe tie up bag within a shipping bag. Priority mail. Buyer gets item then sends me a message and says that the item is missing a part and also peeling in some areas (Don't know why it would be peeling, it's never been used ever and always was in its holder other than to be photographed). When I sent it the item was on the purse and I made sure to open it a little bit and to show the key that was underneath so that the buyer would see the key isn't missing and that they can use the item. Got no idea how it could go missing and also dont know how the bag could be peeling when I sent it out in perfect condition with everything attached. What do I do? I knew I should of taken photos right before I sent it out, again. But the item that is apparently missing is on the photos on the listing. I told the buyer that maybe the item fell off and is in the bag (not the shipping bag). Then I said if they can't find it I will honor their requests to the best of my ability (which means they send it back and get a refund). Can someone help, do I have no choice but to refund anyways? It would suck to get it back with the missing locket and peeling in areas. I know for a fact that it had the item on there because that was the last thing i saw right before I placed it in its bag! I even noted it to make sure it was on the purse. Good grief if I get it back like this then it's almost worthless...sigh.

[ed8108]

Reply

If you are unhappy with the item purchased for any reason you may return it for a full refund.

[ed8108]

Then include buyer into your blocked buyer list.

[bubbleman2010]

Key isn't missing they just don't like the feel of real skin and felt if they said I don't like the feel of real skin they'd have to pay the return shipping so they tossed in the key is missing angle so you have to cover return shipping costs.....

[atikovi]

This snake purse? https://www.ebay.com/itm/NWT-GENUINE-Python-Turquoise-Womens-Handbag-Boutique-Quality-/263910301782?... Why does the title say, NWT, but then next to Condition it says, New without tags? Maybe ask them if they would accept a price adjustment. 

[siamdao]

Choices:

1.  Accept item for return and refund when it arrives

2.  Engage in a protracted dialogue with buyer  (which can turn nasty at any point in time) which will more than likley result in a partial or full refund for return.

[stock-goods]

Gos knitting it i just looked up what NWT means ... I thought it meant new without tags i didnt know it had to be spelled with the O. Anyways that wasn't the problem, there aren't any tags showing in the picture anyways (purse never came with tags attached when bought). the problem was that they said the item was missing when i know there was no item  missing. But thank you for catching that because now I need to go change any listings I had that say nwt to NWOT if they don't have tags. That saved me for future headaches, thank you...

[v7bbn_0]

Always reply to all instances of complaint (no matter how minor or nonsensical) with:

I am sorry you are unhappy with the item purchased, please you may return it for a full refund.

I would strongly advise against doing anything else, I would not advise engaging in the buyer's conversation (I realize you did do that but I think what you said should be all right, I would not take it further).

Doing that will give you the best survival odds.

[atikovi]

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@v7bbn_0 wrote:

Always reply to all instances of complaint (no matter how minor or nonsensical) with:

I am sorry you are unhappy with the item purchased, please you may return it for a full refund.

I would strongly advise against doing anything else, I would not advise engaging in the buyer's conversation (I realize you did do that but I think what you said should be all right, I would not take it further).

Doing that will give you the best survival odds.

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That is the reply you send if you are one of those people who can't handle confrontation and would rather roll over to intimidation. If you believe you are right, you can also decline the return or offer a price adjustment. It has been shown in numerous posts here that sellers don't always lose cases against them. Only if you have clearly done something wrong would you do as suggested. 

[midnight_mystic]

@v7bbn_0 wrote:

Always reply to all instances of complaint (no matter how minor or nonsensical) with:

I am sorry you are unhappy with the item purchased, please you may return it for a full refund.

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"That is the reply you send if you are one of those people who can't handle confrontation and would rather roll over to intimidation."

That is the reply you send if you want to continue to sell on eBay.

[fern*wood]

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@atikovi wrote:

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That is the reply you send if you are one of those people who can't handle confrontation and would rather roll over to intimidation. If you believe you are right, you can also decline the return or offer a price adjustment. It has been shown in numerous posts here that sellers don't always lose cases against them. Only if you have clearly done something wrong would you do as suggested. 

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There is no way in heck I would confront, argue, poke, or try to deny this return.  I would want to get my high dollar item back as quickly as possible, and hopefully, not destroyed.

[threshold.sales.group]

Fwiw, as of earlier this year an SNAD return cannot be denied or challenged.  After it's complete it can be appealed or if its a free returns listing up to 50% of the refund can be withheld, but current policy is that SNAD returns are auto approved. A seller may delay the issue of a label for a day or so for an RGA #, but that doesn't change the fact that every SNAD return is now by default approved by ebay.  

[atikovi]

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@fern*wood wrote:

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@atikovi wrote:

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That is the reply you send if you are one of those people who can't handle confrontation and would rather roll over to intimidation. If you believe you are right, you can also decline the return or offer a price adjustment. It has been shown in numerous posts here that sellers don't always lose cases against them. Only if you have clearly done something wrong would you do as suggested. 

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There is no way in heck I would confront, argue, poke, or try to deny this return.  I would want to get my high dollar item back as quickly as possible, and hopefully, not destroyed.

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Seeing that there are contradictory terms between the title and condition, I would agree, but it wouldn't hurt to ask the buyer if they would like a price adjustment in lew of returning it. Nothing to lose really just for asking.