Buyer not responding to question

[sha979442]

I was packing up an item to ship out and noticed a small defect. I sent a message to the buyer with a picture of the defect and offered to give a full refund if they no longer wanted the item or give them a partial refund if they still wanted it. I have gotten no reply after 3 days. I sent them another message trying to get a resolution. Should I just ship it out “as is” or just refund the full amount and re-list it?

[fbusoni · Accepted solution]

@sha979442 

If you refund and cancel the sale you will receive a defect / strike to your metrics.

In the past, I have always shipped the item, enclosed with a note, letting the buyer know that I tried to contact them in advance of shipping, and referring them to the messages I sent on eBay.

If the item was not expensive I would just refund a day or two after shipping the item, and message the buyer to that effect, telling them that they are free to do with the item what they wish.

If it was expensive, in the enclosed note, I'd offer the buyer the option of a partial refund (they can choose the amount) if they want to keep it.   I'd also offer to pay the full price to have it shipped back to me.

If your buyer is rational they will work with you.

[bashort]

I would of just sent it and take a return if necessary. One of the worst things that a seller can do is cancel a sale.  

Many people are infrequent ebay users, they just make a purchase and expect it to show up and do not look at ebay unless they are looking for something.