Seller cut the item with scissors

[bigdeals.etc]

So this happens pretty rarely... about a handful of times during my ebay career. The buyer stabs and impales the package with wolverine-like scissors and tears the item to shreds and cries to me about it. Okay maybe I embellished a bit there, but that's how every seller hears it right? Actually buyers usually just tell me they cut it or play dumb about a hole in the item and upon questioning and investigating we discover that the buyer accidentally cut the item.

That's why I've always included a warning label on every package I send out. It says "CAUTION: Do not open w/ sharp objects to avoid item damage". Since then (years) no one has complained to me about a cut item, until now. The buyer complained that the poly bag was sealed too tight and needed scissors. She cut the item and is asking for a free one.

What would you do?

[moo*cow*corner]

I'd probably ask for a photos of both the mailer and the damage on the shirt before replacing it. I've never had any problem with a buyer sending a photo of any damage before refunding (I rarely have replacement items available). I just tell them I need photos for insurance purposes and for my records, and then send either a prorated refund or a replacement.

Of course the buyer may not cooperate, but the honest ones always do. If they refuse, depending on attitude and/or value, I may ask them to return before refunding.

[inhawaii]

I agree with you.  Of course if it were to happen too often, i would have to take a look at changing my goodwill policy.