Sold a BIN item that had the wrong condition listed and buyer has not responded, what to do?

[jrwllms-7]

Hey everyone,  I would really appreciate some advice here. 

I am relatively new to (selling) on eBay and made a really stupid mistake with a camera I listed. In order to save time I clicked a sell similar template to the same model of mine that recently sold and like a dummy forgot to switch the condition out from "new" to open box or like-new used. 

As soon as the item sold I realized my mistake after glancing at the details and immediately messaged the buyer explaining the situation and informing him that unless I heard back from him I would still send the item as originally intended when the post office opens. My initial thought was that this might be acceptable because according to my description where I explicitly talk about where I got it (estate sale) and show numerous images of the item in question out of its box and discuss the steps I went through function testing it to make sure it was in working order. 

A few hours later, however, after not hearing from him I got to thinking about it and told myself it might not be the best idea to just take a chance and send something that was clearly labeled wrong and so I sent another message informing him that after some thought I had decided that I would *not* be sending the item *unless* I heard from him (for the reason previously stated) and that if I did not hear back from him I would be cancelling the transaction. I also apologized profusely in that second message and offered to knock $15 off the price just for all this trouble if he still wanted me to send it. 

After sleeping on it though and doing a bit more reading I just realized how detrimental account defects are and this would almost certainly be a defect against me. I already have one from an item I had to cancel that was damaged prior to shipping and that is one too many for me to say the least. 

I really appreciate any and all advice you fine folks can give. I just want to resolve it to the satisfaction of the buyer while also retaining account integrity. Obviously it still might work out if I get a message back and this post will be redundant, but I am asking this with the scenario in mind of what to do if I don't hear back: send the item and hope for the best while refunding him a partial fee for the error, or, cancelling the item outright because I made a mistake and do not want to send an item that was mislabeled for fear it be seen as a fraudulent action on my part. 

Thanks in advance 🙂

 

[silverstatetreasureboxes]

@jrwllms-7. Oh hun don't beat yourself up over this. 1st, don't be using templates of any nature your still a fresh babe in the woods. Always check your listing before post.

Now I read your description, buyers don't need to know that you no nothing about cameras ( I feel you are setting yourself up) I know that's being truthful but not all potential prospects are honest buyers.

     Did buyer pay? Maybe buyer hasn't seen your messages yet. If it's really bothering you that bad you can cancel due to a problem with listing, you have fees to pay but it may just save you from receiving a NAD because you listed it as New.

     Please use up most attention from now on, it sounds like your on your way to becoming a great seller and best to you.

[katzrul15]

You buyer will be expecting a New one and yours is actually "used" from an Estate sale, correct?

As you have already emailed the Buyer and today is a postal holiday, I would wait a little longer today to see if you get a reply.  There is a huge difference between New and "used/like new", which if from an estate sale, is still probably too high grading, etc.

If your Buyer does not respond within your handling time, you need to cancel this order.  Good luck. 

[jrwllms-7]

Thank you, I appreciate the advice greatly and will take it all to heart. I suppose what is bothering me most of all is how avoidable all of this was if I had just taken a bit more time to proofread and choose my words more carefully. Live and learn! 

The buyer has already paid which does add a bit of urgency to the issue because to date I have managed to keep all my shipments next day (not something I say I offer, just a personal standard I aim to reach), but I don't actually have to ship it out according to eBay until next week so I suppose I should wait it out a few more days and give him a chance to reply it being a holiday weekend especially and all. 

Thanks again for the advice and reassurance 🙂 

[1tuna]

there is a lot to think about.............messaging a  buyer can turn into a waiting game

buyer coud be wondering.................."when are they going to ship"

some buyers are more concerned with this than that so its not always easy to read buyers mind

the buyer has the MBG to use and sellers have to go along with any buyer that knows how to use it.

selling is rather easy to do but managing returns and buyer expectations can be hard to do.

good luck

[jrwllms-7]

Thanks for your perspective on this. I don't want to eat another defect, but that is the option I am leaning toward as well just to err on the side of caution. 

[donsdetour]

Best that can happen is they like the item:

Worst is to file a item not as described and you send a label to return it to you and refund.

Best to use your own photos and description: Yes I know it saves time the other way::: but does stop such problems..

If they paid ship it.

[luckythewinner]

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@jrwllms-7 wrote:

 I clicked a sell similar template to the same model of mine that recently sold and like a dummy forgot to switch the condition out from "new" to open box or like-new used.  

---

I'm confused - why would say "or"?

It's either used, or it isn't. 

[katzrul15 · Accepted solution]

@jrwllms-7 

If canceling is not an option, due to metrics -

Maybe send the camera.  Include a hand written note and your daytime phone.  Ask the Buyer to call you at delivery of item.

Talk it out on the phone.  Buyer may opt to keep with a discount.  May already realize it is not new, if description and pix were good.

If they do not want it, accept a return, refund in full.  Your metrics avoid a hit for this error, etc. 

You have risks no matter what you choose.  Most Buyers are reasonable people.  Having a phone convo may work this thru.  So much lost in translation of emails.

Btw - you should have the Buyers' phone number on your order view.  You could call them today and decide how best to go.  Apologize over the phone.

Good luck to you.  You obviously care and want to do the right thing.  Great qualities as a Seller (and in general). 

[jrwllms-7]

I just made that comment as an aside about how if I had done what I had originally intended but forgot to do (change the condition) it would have been one of those options based on more research I did at the time. 

eBay lists open box for cameras as: "The item is in excellent, new condition with no wear. The item may be missing the original packaging or protective wrapping, or it may be in the original packaging but not sealed. The item includes original accessories. "

A cursory glance of the item checks that initial criteria and I was going to reach out to someone involved with the estate to see if I could get more info. Barring that it would obviously go used. 

Although none of that matters with regards to the question I was asking in the OP because either way you cut it I messed up as it s definitely not "new".

[toysaver]

You can buy a new one and have it shipped to him.

[jrwllms-7]

Yeah, I was considering that as well and just offering a sizable refund for their trouble. At this point it might even be worth taking a financial hit just to avoid the defect and negative feedback. 

Still hoping I get a message back clarifying what they would like for me to do because I am game to provide whatever solution makes them happy. The guesswork over trying to decide if I should ship it if I don't hear from them or eat the defect is what is getting to me. 

[jrwllms-7]

Thank you! This actually provided me with some new info and a perspective I did not realize. I will give that a shot 

[chapeau-noir]

You are totally NOT the first seller (including experienced) who has done this.  Hang on for a bit to hear back,  given the holiday, etc.  Sounds like you have leeway with your handling time.