Ebays definition of new makes no sense to me

[li97eaglespu]

Ebays definition of new is "A brand-new, unused, unopened, undamaged item (including handmade items). See the seller's listing for full details."

How am I supposed to know if an item I'm selling is damaged when I'm not supposed to open it?

I sold a Brand new model railroad HO boxcar in it's original package. The buyer claims a couple pieces came unglued and detached. They are accusing me of lying in the description.

If an item becomes unglued, is that a damaged item? Because the buyer opened an item damaged case.

[iamalwaysright]

Semantics. It’s more appropriate to call it defective than damaged. But that’s a moot point because either way you’re responsible for that and it’s handled exactly the same way since both reasons are “item not as described”. Unopened items are implied to also be not defective.

[fashunu4eeuh]

Yes, this is considered to be a damaged item by eBay’s standards. 

Perhaps though, a more pertinent point is this: it sounds like the buyer may have requested a return, or otherwise reached out to you about the issue. What was your response?

If guessing i’d  say that the buyer reported the condition of the item at delivery. The result is that your focus has seemingly been drawn,  not to the buyer’s satisfaction, but instead to the lack of fairness in this situation for you as the seller. That’s understandable, but ultimately not helpful to you.

Selling online, as many of us do here, carries substantial risk. On eBay, it is the seller who shoulders the lion’s share of it. Not the buyer, not eBay. Sellers are exposed to risk that can be difficult to mitigate and one cannot hedge their bets here, so to speak. 

You made a choice in listing an item that could not be eyeballed or tested. That is a gamble for any eBay seller. Therefore it follows that one’s risk tolerance is best determined prior to listing the goods. Once the sale is made, seller options to manage liability become more limited, due to eBay’s buyer-centric policies, including the ironclad eBay Money Back Guarantee.

[krazzykats]

Return for a refund or give the buyer $5 to reglue and keep it.  

ᓚᘏᗢ

[1786davycrockett]

@li97eaglespu 

The individuals who created the eBay grading guide apparently live in a dimension where all "brand new" items are 100% perfectly packaged.

Unfortunately, sellers live in the REAL world, where the store shelves are bulging with "brand new" items with imperfect packaging, as well as normal shelf-wear, such as minor corner-bumps.

While retailers normally sell these items with minor defects as "brand new," eBay's stringent grading system would force a lesser description of "Like New" -- or even as low as "Good."

As I used to tell naive customers in my B&M comic book store back in the '90s, who were bragging about their collections of "mint" comic books -- no comic book is "mint" after it has been touched by human hands.

Since the item which you had sold included a hidden defect, unobservable due to a sealed package, just accept the return, and refund; or, as has been suggested, offer a minor refund for the buyer to re-glue the defects.

[luckythewinner]

How am I supposed to know if an item I'm selling is damaged when I'm not supposed to open it?

You are not expected to "know". But you are expected to stand behind your decision to choose that condition. 

They are accusing me of lying in the description.

Neither you, nor eBay, nor any other retailer can control what other people think or say to them. All you can can control is how you respond - for instance, by ignoring it. 

If an item becomes unglued, is that a damaged item? Because the buyer opened an item damaged case.

If it did not come from the manufacturer that way, it is damaged. Again, it is not your fault that you did not know - but it is still your responsibility to stand behind it. If you bought an item from Walmart and it was damaged, would you shrug and take the loss, or return it? 

[meme6253]

Here at ebay we have to take the brunt every time, What i particularly don't like about this, is sealed packages come from the manufacturer , we sell the manufacturers product, if there is a defect or unseen damage that is the manufacturers responsibility, again i don't like it, but nothing i can do about it.

[broto_64]

I understand this does not help your present situation and sometimes this is not possible such as is the case with sealed items, however if it is at all possible to open the package I will do so - then list the item as Open Box / New Other because it will still sell for the same price (especially if I mention that I opened the box to inspect the item).

[bashort]

In the end it does not really matter what ebay or the seller thinks the definition of new is. It matters what the buyer thinks is is.

You could take a pristine new old stock item, carefully open, inspect and repackage and as long as the buyer is happy you are good.

Myself I almost always use "open box" item condition because I think that fits best most of what I sell.

[ahandfulofdeals]

Now that you all have replied & explained how it works, or how I should think of it. I fully understand.

I did accept a return for full refund on the 1st day the buyer requested. I've been selling on eBay long enough to know that's the best option. I already knew this was a common part of selling online. There's no reason for anyone to get upset & angry about it. But the buyer was upset because they felt like I scammed them. Which naturally makes me fell bad because I try my best to be perfect so my buyers are happy.

According to the buyers feedback they have never sold an item on eBay so they have no experience about the pitfalls & issues surrounding selling.

Anyway, I thank all of you for taking the time to help me understand & learn about things.

It's people like you that make eBay tolerable.

[ahandfulofdeals]

OPPS! I have replied under the wrong user name.  I am the original poster but I'm logged in one of my other eBay accounts. Duh!

[johnrj1226]

Back in my  day this guy could  do it every Saturday - am a '44 model.  Send him a text may  he'll share his  secrete and the  patent has  expired.

 PS:  I  feel more than very confident  that the Khoros  "spell check" software went to the lower than the lowest bidder.  It just gave me on way  off base spelling correction  option when I typed Kjoros.  Friggin' amazing.

[1786davycrockett]

@johnrj1226 

Maybe Superman wasn't really vulnerable to Kryptonite.

Maybe Superman was really vulnerable to Khoros.

[simba6]

Most items on eBay are really second hand as they were first purchased from a factory dealer and then resold on eBay. Same applies to merchandise sold in lots.  The dusty, worn packages and items that did not sell by the end of the season.  Few is any are covered by any warranty other than  the eBay standard MBG.

You are right, if it's unopened, you don't know if it's undamaged.

But yes, an unglued item is a damaged item in eBay's eyes. 

[johnrj1226]

Back in the days of Superman and B & W TV  no one could spell Khoros  or knew what it is. 

But  we  ordered stuff  via mail via the Sears Roebuck catalog and stuff via  USPS mail and sent cash  folding money and quarters in an envelope and 3 cent stamp. always received items - credit  cards were unheard of.  Received my first credit card in 1967- a Gulf gasoline credit card - didn't apply for it, just sent to me right after I graduated college and never used it (in fact it broke up in my wallet via dry rot or it shattered when I was hit by a bouncing golf ball in my wallet in my left rear pocket.