eBay

beautiful-4-you · ‎08-15-2017

A buyer purchased two products from me.

She says they arrived in a soaking wet mailer and the PO had put them in another bag. They were liquid products so... I apologized and told her to file for a refund through eBay so I could get her money back to her. I know I pack well but stuff happens, no big deal.

Got another message. Buyer says she just opened the package and one item is perfectly fine, it's just a problem with the second one. Can I send her another one? I tell her I can't, I don't have anymore. I, again, ask her to file for a refund. She says she will do that.

She doesn't and I don't hear from her for a couple of days. She wrote me this morning asking if I will send her a completely unrelated product that I have for sale as an exchange.

I haven't responded and I don't want to do that. Is that even allowed on ebay? At this point, this seems so odd to me. What to do?

Thanks

sg51 · ‎08-15-2017

I think you were on the right track.

Get her to file the case.

Then give her a partial.

That gets it on record.

retrose1 · ‎08-15-2017

OP, go to the Paypal payment and when you see refund this payment click that and then erase the full amount and imput the aprtial amount the busted item is worth and then refund them.

And how are you shipping your liquids and makeup - if you are going Priority, that is the reason the item leaked and it is against the policy of the post office.

(*Bleep*)

duchess-at-speakeasy · ‎08-15-2017

Liquids in an envelope? Really?

Since no return was necessary, buyers don't have to "file for a refund." I would immediately have apologized and offered a substitution or a partial refund for the damaged item. Sellers and buyers are supposed to "work it out" without involving eBay. Right now, you are heading for a major defect for "seller failed to resolve a dispute."

Bottom line: Yes, of course a replacement, exchange or agreed-upon substitution is permitted. It's called "great customer service" and not odd at all.

~~C~~

My Glass Duchess
Quoting Mom: In polite society, "hey" is for horses.

beautiful-4-you · ‎08-15-2017

This is my 2nd return. My 1st one, I was told I made a mistake by refunding on my own through PayPal and not going through eBay. And apparently, now that's the way I should do it, lol. That's why I was asking, because last time, I was told I can't do it like that. I will do it that way now though.

I won't respond to the rest because claiming I'm mailing using an "envelope", or saying I will get a defect when a dispute hasn't even been open.. It's not really relevant.

Thanks all!

phcd1 · ‎08-15-2017

@beautiful-4-you wrote:
A buyer purchased two products from me.

She says they arrived in a soaking wet mailer and the PO had put them in another bag. They were liquid products so... I apologized and told her to file for a refund through eBay so I could get her money back to her. I know I pack well but stuff happens, no big deal.

Got another message. Buyer says she just opened the package and one item is perfectly fine, it's just a problem with the second one. Can I send her another one? I tell her I can't, I don't have anymore. I, again, ask her to file for a refund. She says she will do that.

She doesn't and I don't hear from her for a couple of days. She wrote me this morning asking if I will send her a completely unrelated product that I have for sale as an exchange.

I haven't responded and I don't want to do that. Is that even allowed on ebay? At this point, this seems so odd to me. What to do?

Thanks

I personally work with buyers (unless they are lying), it obviously was damaged in shipping as that is what the PO does when some is damaged (bag it and tag it). Since they were nice enough to ask I would entertain the offer, but that's me, especially since they specifically asked for it in eBay messages. You do run the risk that they would open a SNAD dispute AFTER you send the other item, but I think most buyers are honest. I wouldn't ask to open a return. You're going to pay return shipping anyway, so why not ship the other item if you think that is a fair solution. I would ask for pictures though. BTW, they DON'T have to accept the partial refund that others have suggested if done through eBay.

beautiful-4-you · ‎08-15-2017

I completely agree, I don't think she's lying at all.

And you are right I'm just going to ship her the makeup she asked for. Like I said, this is only my 2nd return and I think I was frustrated by how drawn out it was getting. Thank you for your response!

getitright1234 · ‎08-15-2017

@beautiful-4-you wrote:
A buyer purchased two products from me.

She says they arrived in a soaking wet mailer and the PO had put them in another bag.
(Ask for picture proof of these alledge damages. )
They were liquid products so... I apologized and told her to file for a refund through eBay so I could get her money back to her. I know I pack well but stuff happens, no big deal.

Got another message. Buyer says she just opened the package and one item is perfectly fine, it's just a problem with the second one.

(Sounds fishy to me that she did not open the package before sending you the first message. )

Can I send her another one? I tell her I can't, I don't have anymore. I, again, ask her to file for a refund. She says she will do that.

She doesn't and I don't hear from her for a couple of days. She wrote me this morning asking if I will send her a completely unrelated product that I have for sale as an exchange.

(If you sent this item priorty mail, (insured) you should file a claim with the post office; therefore you should ask the buyer to send you pictures of the damages.)

I haven't responded and I don't want to do that. Is that even allowed on ebay? At this point, this seems so odd to me. What to do?

(If you give the buyer a replacement and no case has been opened, what is to prevent the buyer from then opening a case, then seeking a full refund after they got the replacement. I believe you should ask the buyer to open a return case. As long as you respond to the case, you will not get a defect and the return will allow you to be refunded your eBay fees. )

Anonymous · ‎08-15-2017

@duchess-at-speakeasy wrote:
Liquids in an envelope? Really?

Since no return was necessary, buyers don't have to "file for a refund." I would immediately have apologized and offered a substitution or a partial refund for the damaged item. Sellers and buyers are supposed to "work it out" without involving eBay. Right now, you are heading for a major defect for "seller failed to resolve a dispute."

Bottom line: Yes, of course a replacement, exchange or agreed-upon substitution is permitted. It's called "great customer service" and not odd at all.

~~C~~

SERIOUSLY!!!!!!!

My brother wanted some Rose Fragrance oil for a gift project and asked me to order it. I had it shipped directly to his house and it arrived in a USPS plastic bag with liquid all over the bottomer and the... get this... FLAT RATE ENVELOPE. 16 oz of rose fragrance oil all leaking all over. I notified the seller that I would be happy to return for a full return. My brother decided he didn't want to take a chance with another order since as he said... With all that oil, his house should have reeked to high heavens and he couldn't smell a thing... Boy, that was long winded.

The seller finally just refunded and let him keep it. We would have been happy to return it, but I don't even think it is legal to ship FO via a flat rate envelope, I'm pretty sure that has to be shipped ground.

To the OP, didn't the clerk ask you... Is there anything liquid, perishable or potentially hazardous in this package?

coolections · ‎08-16-2017

@beautiful-4-you wrote:
This is my 2nd return. My 1st one, I was told I made a mistake by refunding on my own through PayPal and not going through eBay. And apparently, now that's the way I should do it, lol. That's why I was asking, because last time, I was told I can't do it like that. I will do it that way now though.

I won't respond to the rest because claiming I'm mailing using an "envelope", or saying I will get a defect when a dispute hasn't even been open.. It's not really relevant.

It's very relevant especially since it is your second one. Posters are here to help those in need.

beautiful-4-you · ‎08-16-2017

I did not ship liquids in an envelope and a dispute hadn't even been filed. So no, it wasn't really relevant.

The first refund had zip to do with packing. So, that isn't really relevant either.

Thanks for your concern.

And thanks again to the people who replied and helped, everything is taken care of now.

coolections · ‎08-16-2017

@beautiful-4-you wrote:
A buyer purchased two products from me.

She says they arrived in a soaking wet mailer.

retrose1 · ‎08-16-2017

@beautiful-4-you wrote:
I did not ship liquids in an envelope and a dispute hadn't even been filed. So no, it wasn't really relevant.

It is not the envelope part that is the problem with how many are perceiving how you are shipping - it is whether you are shipping First Class or Priority. Thanks to 9-11, liquids now have to be shipped by truck (ground). Homeland Security does not want leaking stuff in the cargo hold of airplanes, which is what can happen as changes in pressure of the plane in flight can cause the seals to open. The chance for fire is high with alcohol and oil based fragrances.

Not dissing, just a heads up because if the problem happens a few times, the PO will start to restrict the shipments of your packages.

(*Bleep*)

tunicaslot · ‎08-16-2017

You should be using Ebay even if you are offering to return a partial item for the cost of the unusable item so that it's on record and the buyer can't come back and file a case. Ask them to open a return as item is damaged. You then have the option of offering a partial refund and if the buyer accepts - the case is settled.

I'm sure you were given this advice previously and are questioning why you're receiving different advice this time - but it's always best to have any returns , partial refunds ect on hte record with Ebay.

tunicaslot · ‎08-16-2017

OP - Rose is spot on - please listen to her - people who fly have also experienced thier items like small handcreme bottles and their pens exploding.

When cabin air pressure is reduced, from whatever it was on the ground to the cabin pressure at altitude, the volume of air trapped in your pen or tube of hand cream or shampoo bottle or liquor bottle also expands. Liquids don't compress or expand that way. If that air is trapped behind some ink or hand cream or whatever, it's going to press some of that liquid out of the container. If there's a lot of air in the container, then the expansion could burst a tube or plastic bottle.