Help with a fragile and expensive return

[scarletsgems]

On 2/6 I sold an antique ceramic figurine.  I underestimated shipping and paid an additional 10.45 (my fault).  It was insured and because it sold for $665 I also added signature confirmation. Luckily it arrived safely and intact on 2/10. The buyer then sent me this email:

Hello seller; We received the item yesterday and I have to say I am very disappointed with the figurine. When we purchased this figurine we were assuming we would get the full sized figurine which stands at about 10 inches high 20 inches wide. When we received yours it was a different figurine. We were shocked how small the box was when we received it. You sent us one of Fabris porcelain miniature versions not the full size version. We feel very misled from your photos which used mirrors and close-up photos to make it look like the normal size version. Reading over your advertisement you purposely forgot to put the measurements. Had you put the measurements it would have clearly been obvious that this is a miniature version. The actual people on your figurine are only 4 1/2 inches tall the full size version that people are 8 1/2 inches; tall this is total misrepresentation in your listing. Because we feel misled we are returning it for a full refund. I guarantee you the other interested party also assumed it was the full-size version or they would not have bid so high. So we are starting a return with eBay to get our money back due to misleading listing information and photos.

This buyer is also an ebay seller and clearly knows the key words to use to get her shipping and free shipping to send it back.  I did fail to put the measurements in the description (again my fault) but she never asked.  This item is not a miniature.  It was approximately 14 inches across and 6 inches tall.  It weighed over 12 pounds.  In one picture you can see my hand so you can get an idea of the size.  She is claiming I misled them by having a mirror in the background of 1 of the pics (that because it was in a china cabinet on a shelf for the pic.

I hate to have this delicate item shipped back again because of age and fragility.  I will though if she doesn't want it (I had 9 other bidders) it will sell.  But now the way she is framing it as "not as described" I will be out the $69 in seller fees plus have to pay another $37 for her to ship back to me plus returen her original $27 she paid for me to ship to her.  What can I do?  Any advice.  I am a part time seller for years and years and have never had this problem.

Thank you for any help.

[chrysylys]

"This absolutely stunning piece is likely from the early 1900s. Il convegno or the appointment or meeting depicts a lady and gentleman Surrounded by an array of beautiful flowers. The detail work is unbelievable. This piece is extremely heavy and will need to be very well and safely packed for shipping. It will also need to be insured. As such shipping will reflect this. Condition is excellent. I do not see any chips or cracks.

This item does need a cleaning."

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With no stated dimensions, I don't see how you'd prevail in a dispute.

[flanagan-laneantiques]

I'm surprized you have not had this kind of problem before. Always, always put the measurements in the listing.   You have no choice but to have the buyer return it. lesson learned. 

[missjen831]

Why would you be out the seller fees if you accept a return? eBay will refund them as long as you accept the return. If you ask eBay to step in and you lose, that is when the fees wouldn’t be returned. Just accept the return since you did not include measurements. You also appear to have a return policy so you can’t deny a return no matter ebay the reason is, if this item had a 14 day return policy.

[chrysylys]

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@scarletsgems wrote:When we purchased this figurine we were assuming we would get the full sized figurine which stands at about 10 inches high 20 inches wide.

This item is not a miniature.  It was approximately 14 inches across and 6 inches tall.  It weighed over 12 pounds.

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By your own figures, you state this is smaller the buyer claims the full sized version is.  I have no idea which one of you is more correct.

[itsjustasprain]

You did not need signature Confirmation becuase it was less than $750. You do need a tape measure. The buyer makes a fair case and seems to know what theyre talking about for dimensions and a full size and a miniature version of that both exist. They could have asked you in advance for dimensions - should have asked - but the photos do make it look like the size they were after. Theres no clear reference and no details in the description about its size. Even a basic height and width should be in there and that would have been all the buyer would need. Just accept the return. I would trust that if they are collectors than at least they will know how to safely pack it to send back.

[bubbleman2010]

Never was made in a minature size just a sniper who saw the original price tag and didn't do research as to its value prior to bidding and bid high to be out the other two clueless folks and got into it for about $300.00 more than its worth....

[scarletsgems]

Thank you I didn't know I would be refunded seller fees. Like I mentioned I have been lucky and have not had returns before. I just hope it is packed well on the return.

[bubbleman2010]

Capodimonte breaks real easily and I'm amazed it arrived with all the flowers not damaged,but on its return trip it won't be that lucky because returners could care less how a item is packaged for a return...

[jason_incognito]

2 sides for this.

yes, you will take the return.

but on the other side...... this person knows what they're doing. If they were aware there were 2 sizes and they were so different, why not ask. Why spend $600+ hoping when you could have asked? I question if they were taking a calculated glamble. If they asked about the size, and it turns out to be the larger you might add that to the listing. If people KNEW this was the larger they might not get it so cheap?

Then they try to blame you for being decptive? Please. for this to be the larger version, you must have huge hands. That picture of you holding it would prove it was the smaller version. Unless you are a giant with giant size hands.

The buyer took a risk buying something not measured and you're the one paying for it.

[d-k_treasures]

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wrote:

Capodimonte breaks real easily and I'm amazed it arrived with all the flowers not damaged,but on its return trip it won't be that lucky because returners could care less how a item is packaged for a return...

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I'm surprised anyone even buys that anymore. It goes for nothing around here.

It was hot for a while way back, then tanked big time.

[bubbleman2010]

DK that and Royal Dux all of it went right down the tuber... Bidder just saw the old price tag on the bottom $3600.00 and thought they were going to cut a fat hog. Once it arrived and they did some research and realized they wouldn't even recover what they paid they came up with the minature angle SNAD. Back in 1920 Franko the Spanko didn't say hey letsa make some minatures also....

[bubbleman2010]

The base is used on several different figures so the bases are all the same and then they added whatevers to the top section...

[webwanna]

What I would do:

Accept the Return.

Provide a label for return shipping with full insurance.

Re-list at a higher price (+20%)  and make sure to include dimensions in listing.

Include Best Offer.

Block that Buyer.

It will probably sell close to what you sold before if it really doesn't have any damage.  That is what makes this rare.  It's difficult to find in pristine condition.

I agree there is something up with the miniature claim.  They are either fishing for a huge reduction in price (hence the reason for the ....I guarantee you the other interested party also assumed it was the full-size version or they would not have bid so high comment) or there is a different reason they didn't want the item.  You can tell from your pics about how big this item is. (I would have guessed about 12" diameter by about 6" tall .... so not far off from what you say it is)

[lookng2015]

Yeah I don't understand the mirror comment by the buyer.