Selling advice

[laretroann]

I sold an item I need to ship. While packaging it I noticed something that made me think I should notify the buyer about or just cancel the sale. Not because it does not match the description, but because it is not included in the description.  I dont know how I should proceed. Any suggestions?

[dhbookds]

Hard to say......since we don't know what the problem is.  Canceling at this point is going to hurt you because it would be considered out of stock.    I would probably mail with a note that explains the problem and offer free return shipping if the item isn't satisfactory.......

[tarotfindsandmore]

Definitely notify the buyer and give them the option to cancel.  You can send a short message,

"While preparing your item for shipping, I noticed .... and wanted to let you know before I sent the item.  I will be happy to cancel the order if you feel this flaw/observation (whatever it is) will interfere with your enjoyment of the item.  Please let me know at your earliest convenience so that I can ship or refund as soon as possible".

Once you get a response, proceed accordingly.

P.S.  This will give you the option to use "buyer asked to cancel".  If this is what they choose, be sure to go back and get pics of the whatever the issue is and add it to the listing before you relist it.

[bonanza125]

I would contact the buyer and talk things out with them. Come to a mutual decision if they want to still follow through with the transaction or cancel. If they don't reply ship the item.

[krazzykats]

Always give the buyer the choice.

I listed an item that sold but later realized it was missing a piece I hadn’t noticed when listing it. I informed the buyer, who still wanted it, so I discounted it almost entirely—charged just $2.00 to cover fees. Sure, it was an easy piece to replace, but I didn’t want the hassle of repairing and relisting. She was happy to get nearly all her money back and still receive the item.

Another item had a small chip I hadn’t noticed, so I canceled that order since I’d listed it as having no cracks or chips and felt it wouldn’t make an acceptable gift.  

I do my best to avoid selling defective, damaged, soiled, or ruined items, but sometimes small flaws can slip by. When that happens, I make sure to fix the issue to the customer’s satisfaction.

If it’s not something I’d keep in my own home, then I probably won’t try to sell it.

ᓚᘏᗢ

[kibble-net]

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@laretroann wrote:

I sold an item I need to ship. While packaging it I noticed something that made me think I should notify the buyer about or just cancel the sale. Not because it does not match the description, but because it is not included in the description.  I dont know how I should proceed. Any suggestions?

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Need more details, but as others have said---- communicate with the buyer.  We aren't the buyer.  What makes us happy won't necessarily satisfy your customer. You need to work with them and let them know what is up.

[kensgiftshop]

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@tarotfindsandmore wrote:

Definitely notify the buyer and give them the option to cancel.  You can send a short message,

"While preparing your item for shipping, I noticed .... and wanted to let you know before I sent the item.  I will be happy to cancel the order if you feel this flaw/observation (whatever it is) will interfere with your enjoyment of the item.  Please let me know at your earliest convenience so that I can ship or refund as soon as possible".

Once you get a response, proceed accordingly.

P.S.  This will give you the option to use "buyer asked to cancel".  If this is what they choose, be sure to go back and get pics of the whatever the issue is and add it to the listing before you relist it.

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I agree with contacting the buyer, but not using buyer requested as the reason to cancel the order.

It's the sellers mistake, not the buyers.

[bashort]

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@laretroann wrote:

I sold an item I need to ship. While packaging it I noticed something that made me think I should notify the buyer about or just cancel the sale. Not because it does not match the description, but because it is not included in the description.  I dont know how I should proceed. Any suggestions?

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My opinion is that the time to check and correct listings is before the item is sold, if a error is found after the sale in most cases I would say ship it and deal with a return if needed, a not as described return does much less metric damage than a seller canceled sale, one of the most serious ebay infractions and is to be avoided, if you are going to contact the buyer I would call them, the average ebay buyer will likely not see the message until after when you should of shipped the item.

Edit: reread your post and you stated that the problem is "Not because it does not match the description".

Absolutely no reason to contact the buyer or cancel the sale.

[yeswayrecords · Accepted solution]

The best course of action might be to contact the buyer and inform them of the missing information.

This allows them to make the decision as to whether or not they still want the item.

You may also want to offer a discount on the price if there is an issue that was not described.

Give them the option. If they decide to cancel due to this, you should cancel the order.

[tarotfindsandmore]

If the buyer requests the cancelation, it's a buyer requested cancelation.  You don't even know what the issue is, so that's not correct.  The seller may have noticed a watermark, or initials, or any other of a number of possibilities that are NOT damage or an error. 

It is up to the buyer to determine whether this matters, and it is the buyer's choice whether or not to ship.  The OP has the item in hand, it is as described according to the post, and the discovery may not be of any consequence.  For example, if I sell a Loungefly backpack and discover something extra in the bag, or a floral lining that someone might not love, I would notify the buyer and let him/her decide whether this is a problem for them.  I would not be taking an INAD or "out of stock" in a scenario like this.

[kensgiftshop]

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@tarotfindsandmore wrote:

If the buyer requests the cancelation, it's a buyer requested cancelation.  You don't even know what the issue is, so that's not correct.  The seller may have noticed a watermark, or initials, or any other of a number of possibilities that are NOT damage or an error. 

It is up to the buyer to determine whether this matters, and it is the buyer's choice whether or not to ship.  The OP has the item in hand, it is as described according to the post, and the discovery may not be of any consequence.  For example, if I sell a Loungefly backpack and discover something extra in the bag, or a floral lining that someone might not love, I would notify the buyer and let him/her decide whether this is a problem for them.  I would not be taking an INAD or "out of stock" in a scenario like this.

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Why wouldn't you take a OOS if it was something you missed?

The buyer shouldn't have to ask to cancel if the seller made a mistake in the listing or missed something.

[tarotfindsandmore]

The OP has already told us it wasn't a mistake.  The OP found something in/on the item that may or may not matter to the buyer.  I'm not understanding why you are having so much trouble processing this.   The item is neither OOS, nor damaged, so you let the buyer know and they can decide.  The OP is NOT canceling the transaction.  The OP is giving the buyer the option to cancel if the discovery will matter (in a negative way) to them.  If the OP came here and said "I just realized the item I sold is broken" or "I dropped the item and broke it" or "I can't find the item", then the seller would have to use the OOS or damaged options.  Again, you have no idea what the discovery was/is so telling the OP to just take a defect isn't helpful.

Canceling an order without consulting with the buyer and just marking it "damaged" is not good business.  A good seller gives buyers options, communicates with them properly, and is as transparent as possible.

[babyers88]

the pitch applies

[bashort]

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@tarotfindsandmore wrote:

If the buyer requests the cancelation, it's a buyer requested cancelation. 

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I did not know that it worked like that, that is great to know, next time I can not find the widget I sold

I will just ask the buyer if it would be all right if I shipped you some random piece of junk instead and if they say no then it is a buyer requested cancel. 

[tarotfindsandmore]

LOL nice to see you didn't read the OP's post.  For all you know she found a price tag or "made in taiwan" sticker.  Again, if a buyer says "I would like to cancel", the buyer is requesting the cancelation.  If I tell the buyer "I, your seller, want/need to cancel", then it's a seller cancelation.

This isn't rocket science.  You never just cancel a sale.  What matters to you may not matter to your buyer.