Messed up for the first time. Need advice.

[pall_ma]

I got an item from a garage sale that I thought was brand new in box sealed etc.  Someone buys it and I go to print the shipping label and right as I’m packaging I notice that the tape that was used to seal the box has been severed but very thinly and is just barely noticeable. Sure enough the package opens up and I’m sure the contents were taken out at some point although everything is still new/not used. Open box was the listing I should have used. I have contacted the buyer apologizing and asking whether they are ok with this or if they would rather be refunded. The buyer has not responded. What do I do if the buyer does not respond? I am supposed to ship it out in 2 days. I am going to keep reminding them each day but what do I do if they don’t get back to me?

thanks. 

[chapeau-noir]

I had this happen - it was a minor condition issue but I hadn't mentioned it because I hadn't seen it. I didn't hear back so I finally sent a partial refund for the difference in condition, made sure I printed out an invoice reflecting this and enclosed it in the package with a note as well as emailed.  My buyer was very happy with the fact that I had been proactive. 

Just give it the time you have, I'd just send one more note before you ship saying that since you hadn't heard, you were going to do XYZ (whatever you decide to do). 

[pall_ma]

Thanks for the advice. Can I partial refund through eBay or do I have to do it through PayPal? I have never partial refunded before.

[chapeau-noir]

I just do it through paypal - the invoice that you print out on ebay for your sale will still reflect the discount under "Seller Discount" (give it about 5-10 minutes after refund to update, and I always include that in the shipment).   Partials don't impact your account - it's similar to refunding overage in shipping for combined orders.

[chapeau-noir]

And when you refund through Paypal, it's important to remember to check the refund amount  text box carefully, because it auto-populates for the full payment for some reason, but just change it to whatever you're refunding. I do this regularly because I combine shipping for my customers when they purchase multiples. 

[pauls-parts]

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@pall_ma wrote:

I got an item from a garage sale that I thought was brand new in box sealed etc.  Someone buys it and I go to print the shipping label and right as I’m packaging I notice that the tape that was used to seal the box has been severed but very thinly and is just barely noticeable. Sure enough the package opens up and I’m sure the contents were taken out at some point although everything is still new/not used. Open box was the listing I should have used. I have contacted the buyer apologizing and asking whether they are ok with this or if they would rather be refunded. The buyer has not responded. What do I do if the buyer does not respond? I am supposed to ship it out in 2 days. I am going to keep reminding them each day but what do I do if they don’t get back to me?

thanks. 

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I would call them. This is what get contact info is for. From the hub Go to the bottom left of the page on "My eBay all selling page" Go to the bottom of it. Hit the "site map" down towards the bottom there is a "connect" tab. You can enter the info and it will give you their phone #. Or if your lucky on the phone app it will show up when you go to print shipping label. If there info is updated.

Good luck

[femmefan1946]

Personally, I would put off shipping to the last second in hopes of a response.

And put a note in with the packaged item referring to the eBay Message.

But if he complains, you send the return shipping label, refund on return, and relist.

Not every transaction will go perfectly.

I don't agree with partial refunds, even if it was the seller's fault, but if the refund you offer is less than the cost of the return postage.... consider it.

Even if you did refund, the buyer could still Dispute the transactions for Not As Described and you are back at the RSL and refunding on return.

[extrememobility]

Call and or email the buyer once more and state that you will have to cancel the order due the issue unless of course they still want it? it would be better if they respond via Ebay messaging so that you have a record of it in case they try to file a NAD afterward? As it stands right now shipping the item without the buyers approval is just a NAD waiting to happen!

[tunicaslot]

But an OOS defect on a new seller is worse! OP try to contact the buyer again per pauls suggestion.

[m60driver]

Unless the item is a collectible where the condition of the box is important I would not sweat it.  I would contact the buyer both through Ebay and e-mail and advise them that you will ship it "as is" unless you hear otherwise.  You might want to ship a day late to give the buyer some additional time.  Most buyers, contrary to what you might read here, are pretty laid back about such things.

[pall_ma]

Thank you all for your input.
I messaged the buyer again today saying that If I don’t hear from them before 5:00 tomorrow I am going to ship the item which I am nervous about. I would hate to ship it and then get a big fat I WANT A REFUND message in my inbox just after lol. I would feel awful. I Tried to get the buyers contact information but I got a feature depreciated message. I guess Ebay doesn’t want you contacting other members anymore outside of the site. Considering waiting an extra day to ship. Will I get in trouble for this?

[twinkling.smile]

Don't wait.

Ship ship ship. With a note.

[nmemoryof]

If it's not much money, I'd send it and issue a full refund without being asked.  Everyone makes mistakes.  I just can't live with cheating someone even in that minor way.  But my suggestion is not required.  It's just what I would do.  I'm not a pushover when "buyers" are dishonest.  But neither do I want to TOUCH actually cheating someone.  So when I know it is my mistake, I'm generous.

[nmemoryof]

Given the rule changes, you could print off the label and then cancel the transaction but send it anyway.  Tell the buyer he will get it for free but that for the official record you need to cancel the transaction at buyer's request.  IDK if that will work.  It's an idea anyway.  Maybe that's overkill, but it thoroughly rights the wrong and cleans up your reputation.

[castlemagicmemories]

OP, I'm sorry you are in this position, but it happens and you have received some good advice here.  I'll leave you with the thought that if this is the first time you messed up, you must be doing something right!