Sold an item, already received payment. Noticed minor damage on item, but cannot reach the buyer ?

[spooievision]

I sold a "brand new - sealed" video game in which I indicated that there was no discernible damage to the cellophane, but also put a general disclaimer in that the items may feature other marks or blemishes and that the game was being sold as is.

I had a bid and someone won the game.

When I went to package up the game, I noticed a small tear on the corner of the cellophane that was not there when I took the pictures or put up the listing.  [see below]  My best guess is that it snagged something when I was putting it aside with other games I was selling.

I wanted to make the buyer aware to see if this would create an issue for them and asked if they would like me to ship it still or would prefer me to cancel the auction.  I even offered a partial discount offer for their trouble and sent a follow-up message. 

It has now been 28.5 hours since my initial email and still no response from the buyer.  I would like to ship this out as soon as possible, assuming they are still interested, but don't want to get hit with an angry buyer after the fact saying I did not ship what was specified... or being asked to cancel the shipment after I've already shipped it out.

Any suggestions on what to do when the buyer has not responded back?

Thanks! 

[coolections]

IMO you should have never contacted the buyer and never offered a discount. The problem is so minor I doubt anyone would have noticed or cared. You opened yourself up to problems by allowing this person to complain on a non-issue. For future reference do not over-describe by saying everything is 100% perfect. It will always set you up for possible failure. Next time just day new in shrinkwrap with no fluff in the description.

[eye_of_the_tiger]

Like @coolections said, you shouldn’t have offered a partial refund. There is not any damage to the game, or even the case. The plastic wrap is just a little cut. And isn’t the buyer going to open it up anyway? I don’t think the buyer will notice. 

P.S. how much did you offer to give because of the “damage”? 

[cellguy215]

Contact the buyer. If they don't respond just ship it and if then accept the return if they want to return it.

Whatever you do, don't cancel "out of stock". It is a major defect.  

[katzrul15 · Accepted solution]

@spooievision 

Is it a highly collectible game or one that will likely be opened and played?

If it is the latter, ship the same and send a f/u email to the Buyer letting them know it is in-route and should they get it and wish to return it, you will gladly accept the return, etc.

Good luck!

[spooievision]

Thanks for the response. 

A lot of my games are sealed and those minor tears can equate to lots of money lost on some of the higher end products... ones I'm often messaged about regardless to verify the conditions of even after I specify them (happened this weekend on a $340 purchase when someone asked for additional pictures AFTER after I accepted their offer), so I try to be as transparent as possible with all my auction conditions up front. Though I also add in a general disclaimer.  So far, it has helped me well.

That said, I understand what you are saying and about not providing too much that could potentially bite me in the end.  eBay tells me to be as descriptive as possible, but it seems a lot people are saying "Don't do it!  It's a trap!"  So your feedback is much appreciated and your advice will come in handy for future auctions. 

[spooievision]

No idea what the buyer is going to do with it.  I would imagine most people would (hopefully) play the game, but some like to encase them in plastic prisons with little number grades on them.  So to each their own.

[spooievision]

Thanks.   Likely I will be doing that by tomorrow if no response is received.

[spooievision]

Oh, I offered a couple dollars off.  It's not a very highly sought after game and is still readily available online at a few different stores for not much more than they purchased it for.

[spooievision]

No. Nothing of real value other than how much someone is willing to pay to buy/play it. 

It's Killzone 2 (Greatest Hits) for the PS3.   Your basic $20 game, even still, at online retailers and a few dollars less maybe on eBay. 

Honestly, the few dollars I would refund would be worth less in the long run than the 100% perfect feedback from leaving the customer satisfied.   The couple dollars loss on a common $20 game is a fine tradeoff for the $$$ I'd be making on the higher valued ones that an imperfect feedback record could potentially derail.   The idea of "giving away the razor to sell the blades" kind of thing.

Thanks!