Question about whether to ship or not, item has a minor defect, buyer does not respond...

[gmscds]

Hello:

I have been selling, for some years, but this is a new one to me. I sold a pre-owned shirt and, when I was about to pack it, I discovered a couple of tiny pinholes that were not there when I, initially, listed the item. I decided to let the buyer know about it, apologized  for any inconvenience, and asked if he/she wanted an order cancellation or if the item was still wanted. It has been two days, and the buyer has not responded. My handling time is 2 business days and that means that I would have to ship tomorrow.

If anyone has encountered a similar situation, did you end up shipping or waited until getting a reply? Thanks, in advance, for your attention.

[tunicaslot]

Last week - I sold a skirt that I'd had for 2 yrs and was ready to donate. When I pulled the item out to package it - I noticed that there was a tear that either I missed or happened when I was pulling other items out around it. I took a picture of the tear and messaged the buyer that I was cancelling the sale because it was not as described.

She was really sweet and thanked me for being honest and caring about a buyer. I got a defect but it was my fault and I'm not going to disappoint a buyer.

[policequilts]

Last month, I cancelled a sale.

I was wrapping a purse when I accidentally scratched the handle.

I refunded the buyer and told them that while wrapping it for shipment that I scratched and sorry for the inconvenience.

I got a defect.
Bugs the crappers out me when we do what is right and eBay faults us.

[loveyourimagination49]

How minor? Will it rip or give way after a wash or wear? Asking as a buyer.
As a seller I’d cancel today if they paid with PayPal. If you wait until tomorrow you won’t get your fees back.

[nmemoryof]

You could send it to him and refund all of his money.  I've done that before.  You won't be able to sell it with the pin holes anyway. 

[tunicaslot]

Despite Ebay not being happy - we did the right thing and good buyers do appreciate it as they then do not have to take the time to open SNADs and ship the item back. Plus even though they may be disappointed - to know their are honest sellers here is a plus for Ebay. And we can sleep at night - how some of these buyers and sellers sleep with the antics they pull - I don't know,

[dhbookds]

I would mail if you hear nothing, include an apology and assure them you will discuss a partial refund if they feel it is serious. 

[auctionpet]

I agree in that I'd cancel today and provide the reason in a message for doing so. As was mentioned, if you wait until tomorrow you'll be out the entire paypal fees. If you ship and the buyer ends up not wanting it, you'll be out initial shipping, return shipping (if you want it back) and the paypal fees. No matter who cancels transactions these days, it will cost the seller money.

You could wait until later tonite before the paypal policy change to decide, not sure what time zone they'll use. It would benefit them to use Eastern, so it wouldn't surprise me if they do even thought they're on the West Coast.

[gmscds]

This one, with the partial refund option, seems good to me. The pinholes are, barely, noticeable. They could either be fixed or even worn like that and I'm sure it will not break. Thanks to everyone for the replies.

[luckythewinner]

---

@gmscds wrote:

I sold a pre-owned shirt and, when I was about to pack it, I discovered a couple of tiny pinholes that were not there when I, initially, listed the item.

---

If they truly were tiny pinholes, I would have shipped it and said nothing to the buyer. 

Later, if he filed a dispute, I would have refunded immediately and told him to keep it. 

[tunicaslot]

OP - I see you've used some stock photos of new items for pre-owned items - not a good idea at all. Always show the item you are selling in the pictures, Pinholes will be the least of your problems. Also - depending on the material of the shirt - those pinholes can run - remember - they have 30 days to return on Ebay and 180 on Paypal.

[attabookki]

If the item is in fair, usable condition, I would ship the item and refund their money.  My mistake (selling damaged inventory), but I still like to give the buyer the best experience possible.

[tunicaslot]

---

@attabookki wrote:

If the item is in fair, usable condition, I would ship the item and refund their money.  My mistake (selling damaged inventory), but I still like to give the buyer the best experience possible.

---

That's great customer service - in my case the tear would have been hard to repair and noticeable. As a buyer  - I really don't want to receive a defective item - even for free.