Seller requesting return

[lisa.marie8308]

Hi everyone! You all are always super helpful so I am hoping you can guide me again. 

I have been selling off some of my collection of Funko Pops, and I just had my first refund request. Buyer is claiming that the Pop barely fit in the box I sent it in, and that the Pop box was damaged. As a collector, I know the importance of box condition, and would never shove a pop in a box that it didnt fit in. The box I used was a harder cardboard, and fit the pop box perfectly. Buyer stated in return request that the box was bowed and he "knew before opening box" that items was damaged. 

I've attached some screenshots of return request and the pics he sent. Thoughts? What is the best way to handle this? Do I just accept return, offer partial refund, or something else? 

Thank you!

[lisa.marie8308]

More pics

[thedeadheadshop]

Accept the return graciously and cheerfully. You really don't have a choice. eBay will force a return if you refuse, so your best course of action is to do it now while you have control of the situation. Personally, I wouldn't get into a back and forth on a partial refund. This is pretty simple- the buyer wants to return a damaged item and you can do it now or wait for eBay to force you to do it.

[this*old*attic]

Is it your item and packaging?

If so, accept a return.

The shipping box doesn't look to me like its bulging, but mere tissue wrap and hard handling really could have caused the minor crimp on the item's box corner.

Collectors are wicked picky. Just learn from the experience.

[reallynicestamps]

Unless you added bubble wrap to the toybox before putting it in the shipping box, any blow to the shipping box will transfer to the interior.

Send a return shipping label.

If the buyer returns the item within five days, refund.

Resell the toy. 

You will lose money on this.

Not every transaction goes perfectly.

Refunds and other losses are part of the cost of doing business and should be part of your pricing.

If the buyer does not use the label, you will eventually be refunded by USPS.

If the buyer does not return the toy, you do not have to refund.

No returns does not mean No Refunds.

None of your pictures mean anything since there is no way of knowing if they are pictures of the actual item you sent.

Actually if I were a customer service clerk they would turn me off, since it would show a mind that expects to be cheated.  That is not the general attitude of an honest mind.

I am old and cynical.

[toyshnip]

We ship out dozens of Funko figures every week. The box we use is an 8*6*4 and that fits the Funko wrapped in bubble wrap.
There is a need for bubble wrap, as if the box gets a bit crushed, it will protect the Funko.
You didn't put in any protection, so damage to the shipping box is damage to the Funko.

Ask him to send pictures of the actual Funko, to see how bad the damage is. It may be that the actual item is less bad then what he is describing.

[toyshnip]

Now I see the pictures of the item. In this case, the best options are a partial refund and he keeps the item, or you pay for him to return for a full refund.

[a_c_green]

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@lisa.marie8308 wrote:

I've attached some screenshots of return request and the pics he sent. Thoughts? What is the best way to handle this? Do I just accept return, offer partial refund, or something else? 

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As above... get it back and refund.

While you did use a sturdy, double-walled box, it does look like the product might have gotten slightly squished against the inner tab of the box, where the box is closed in on itself along the side seam. I would not say that it's really bulging, but double-walled box flaps don't like to fold very well and may not lie flat, leading to a bulging appearance on the outside. I would have chosen a slightly larger box for that item anyway. Sorry.

[orangehound]

Accept the return for a full refund ... put buyer on your Best Buddy's List ... if you believe the buyer is incorrect, report buyer for abusing the Money Back Guarantee to override your return policy.

[fashunu4eeuh]

Hi, because the buyer has selected damage as the return reason, your choices are limited. Choose “Accept the return.” Refund after you receive it back from the buyer. 

You might want to reconsider your No Return policy. Having returns might stem the opening of bogus Not As Described cases that some buyers may select to force a seller into a return. Just a thought.

[gamersbaystore]

Newsflash for your buyer, boxes are made of cardboard, and of course they aren't going to be perfect. Sounds like you have a whiner, best thing to do is just accept a return. Don't offer a partial refund, as its obvious the buyer is just stringing you along. Just another freeloader on ebay.

[rpalma]

Your packing for this collectible was poor.

You should have wrapped it in a plastic bag (bread bag or zip lock) and then used paper or bubble wrap to cushion it.

If you can hear an item shifting in a box after you have packed it, then it is susceptible to damage.

USPS recommends 3 inches of padding around an item being shipped. That is excessive, but putting a collectible in a box that "fits" is not a good idea because damage to the shipping box will translate into damage to the item.

[nanbosnan]

If the box condition is that important then you need a buffer between the shipping box and the item.  Our rule of thumb here is lots of bubble wrap and at least two inches between the item and the shipping box.  We usually use lots of wadded up newspaper in the two inch zone but will reuse other packing material as available.  I've had no trouble with damage since my first shipment when I learned this rule of thumb the hard way.  If you've had no damage claims until now, you've been lucky.  

[the*dog*ate*my*tablecloth]

Part of the value of this type of collectible is the condition of the box. Damaged box means they didn't get what they ordered. It's not like they're going to take the figure out of the box and play with it.

[flipper2flipper]

Looking at your first picture:

The width of the shipping box looks fine.

The length of the shipping box should have been a few inches longer to provide an adequate buffer for the item.

When I select a shipping box to mail an item in, I always assume that somewhere along the way, and most likely at the Sorting Facilities, there will be at least 25 pounds of other boxes on top of mine, and I leave enough of a buffer to absorb that additional weight without having the item damaged.

I try my best to pack my items as "Post Office Resistant" as possible.