Suspicious Buyer: paid a huge money on shipment on a small perfume

[bluewhistlecreations]

Yesterday I got an order for a vintage perfume (75% full), surprisingly the shipment is about $35 (item worth $12). My first thought is that it must be an international order. However, it is a domestic order to CA. And it is my fault to put the item at 12lbs by mistake (should be 12 oz). I doubt why the buyer didn't pay much attention to the shipping cost.

So I contacted the buyer, and pointed out the shipping cost is high. But since I was a bit concerned that if the buyer set up a trap to claim anything wrong about the perfume when receiving it, I have been waiting for the response to see what happened there, then I could make adjustments to the shipping or simply refund later. However, the buyer hasn't responded at all.

I never sold perfume before. Is there anything I should be worried about regarding the policy?

[mr_lincoln · Accepted solution]

Hi @bluewhistlecreations 

Sadly, whatever happens you will be responsible for the shipping cost mistake.  If it were me I would process a partial refund on the shipping cost once the item ships.  The refund process allows you to type a message and you can let them know you are refunding for an error on the original shipping set up on the listing.

If they file a return and you are forced to refund you will NOT have to refund what you have already refunded, just so you know.

When Selling on eBay or other venues whenever you ask a question and your actions have to wait for an answer you are at risk and not in control of the transaction.  In most cases it is better to simply pursue the action and let your customer(s) know what you are doing opposed to waiting for their approval.

[fbusoni]

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@bluewhistlecreations wrote:

Yesterday I got an order for a vintage perfume (75% full), surprisingly the shipment is about $35 (item worth $12). My first thought is that it must be an international order. However, it is a domestic order to CA. And it is my fault to put the item at 12lbs by mistake (should be 12 oz). I doubt why the buyer didn't pay much attention to the shipping cost.

So I contacted the buyer, and pointed out the shipping cost is high. But since I was a bit concerned that if the buyer set up a trap to claim anything wrong about the perfume when receiving it, I have been waiting for the response to see what happened there, then I could make adjustments to the shipping or simply refund later. However, the buyer hasn't responded at all.

I never sold perfume before. Is there anything I should be worried about regarding the policy?

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@bluewhistlecreations 

I don't understand what the issue is.

Ship the item and refund the excess postage paid to the buyer.  No need to wait until the item has been delivered.

[stainlessenginecovers]

Yes, perfume MUST ship 'ground' as it's flammable. The rest is obvious- just refund.

Most don't 'return' to ebay to see a message.  

[lux.ra_14]

Not an issue: The shipping overcharge. Just refund the excess amount. 

Actual issue: eBay does not allow the sale of  used or partially filled cosmetics and perfume.

[kensgiftshop]

Buyer saw the shipping charge before making the purchase and they agreed to it, so I don't see a problem.

If it cost less to ship, you can always give a partial refund.

[duffy4444]

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@bluewhistlecreations wrote:

Yesterday I got an order for a vintage perfume (75% full), surprisingly the shipment is about $35 (item worth $12). My first thought is that it must be an international order. However, it is a domestic order to CA. And it is my fault to put the item at 12lbs by mistake (should be 12 oz). I doubt why the buyer didn't pay much attention to the shipping cost.

So I contacted the buyer, and pointed out the shipping cost is high. But since I was a bit concerned that if the buyer set up a trap to claim anything wrong about the perfume when receiving it, I have been waiting for the response to see what happened there, then I could make adjustments to the shipping or simply refund later. However, the buyer hasn't responded at all.

I never sold perfume before. Is there anything I should be worried about regarding the policy?

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@bluewhistlecreations:

   You're lucky that this perfume listing wasn't taken down by eBay. Any perfume, cologne, or other cosmetic, whether vintage or contemporary, that is not 100% full, cannot be sold on eBay due to sanitary reasons. I learned this myself years ago. eBay's AI bots will eventually catch up to you.

   In the future, don't list anything of a cosmetic nature that isn't 100% FULL.

Cheers, Duffy

[dhbookds]

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@duffy4444 wrote:

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@bluewhistlecreations wrote:

Yesterday I got an order for a vintage perfume (75% full), surprisingly the shipment is about $35 (item worth $12). My first thought is that it must be an international order. However, it is a domestic order to CA. And it is my fault to put the item at 12lbs by mistake (should be 12 oz). I doubt why the buyer didn't pay much attention to the shipping cost.

So I contacted the buyer, and pointed out the shipping cost is high. But since I was a bit concerned that if the buyer set up a trap to claim anything wrong about the perfume when receiving it, I have been waiting for the response to see what happened there, then I could make adjustments to the shipping or simply refund later. However, the buyer hasn't responded at all.

I never sold perfume before. Is there anything I should be worried about regarding the policy?

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@bluewhistlecreations:

   You're lucky that this perfume listing wasn't taken down by eBay. Any perfume, cologne, or other cosmetic, whether vintage or contemporary, that is not 100% full, cannot be sold on eBay due to sanitary reasons. I learned this myself years ago. eBay's AI bots will eventually catch up to you.

   In the future, don't list anything of a cosmetic nature that isn't 100% FULL.

Cheers, Duffy

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@duffy4444 

That's incorrect..........."used perfumes" are perfectly acceptable in the

Vanity, Perfume & Shaving Collectibles

category.......you are correct they will be removed from the

Health & Beauty Category

[lux.ra_14]

It's also unfair to suggest the buyer is "suspicious" for paying the inflated shipping cost.

I get that it was accidental, but the buyer could just as easily say the seller is suspicious for gouging on shipping.

Better to own your mistakes than trying to blame buyers.

[duffy4444]

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@duffy4444 

That's incorrect..........."used perfumes" are perfectly acceptable in the

Vanity, Perfume & Shaving Collectibles

category.......you are correct they will be removed from the

Health & Beauty Category

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 @dhbookds :  

    If this is correct, I stand corrected... Thank you!

    I see a lot of partially used ones in the other category. Unless the bots haven't caught up yet, now I supposedly can list used perfumes & colognes in the other category? ...  Still makes me wonder, though, why ok in one category and banned in another?

Cheers, Duffy

[lux.ra_14]

Maybe eBay policy isn't clear, but the link below says used or "partially filled" perfume isn't allowed. I don't see anything about an exception by category.

https://www.ebay.com/help/policies/prohibited-restricted-items/cosmetics-policy?id=4290

[mr_lincoln]

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@lux.ra_14 wrote:

Maybe eBay policy isn't clear, but the link below says used or "partially filled" perfume isn't allowed. I don't see anything about an exception by category.

https://www.ebay.com/help/policies/prohibited-restricted-items/cosmetics-policy?id=4290

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@lux.ra_14 

Well, I think @dhbookds is probably right ... that category has over 460,000 listing in it ... if they were taboo I doubt we would see that many listed ...

[lux.ra_14]

Old thread below probably explains it. eBay created an extra category to get around FDA regulations on used cosmetics:

https://community.ebay.com/t5/Selling/Selling-Used-opened-perfume/td-p/32742512

[mr_lincoln]

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@lux.ra_14 wrote:

Old thread below probably explains it. eBay created an extra category to get around FDA regulations on used cosmetics:

https://community.ebay.com/t5/Selling/Selling-Used-opened-perfume/td-p/32742512

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@lux.ra_14 

Bingo ... 

[mam98031]

@bluewhistlecreations 

Buyers aren't always at their computer or checking their emails on their Mobile device if they don't primarily get their communications as we sellers do.  The buyer may also be more dependent upon TEXTs to get their communications, so it could easily be a while before the buyer sees your email.

Now I have similar situations regarding Combined shipping often.  A buyer purchases a few items, instead of emailing me and asking me for Combined shipping savings, they simply pay with a shipping charge that is way too high.  Oddly most of those buyers do not even contact me about refunding their overpayments.

I voluntarily, as a matter of my personal policies for my little business, I send an email to the buyer notifying them of the overpayment and I refund them for what they paid too much for.  Now if I got multiple payments from the buyer, I do keep 40 cents for the extra payments to cover my fees as if they had paid in one transaction I wouldn't have those extra fees.  I do this EVERY time a buyer has overpaid with or WITHOUT prior communication from the buyer.

Now likely 9 times out of 10 I never hear from the buyer.  Not a peep.  No thank you for the refund, just nothing.  However sometimes I gain a repeat buyer out of this which is really a bonus for being honest with my buyers.

I don't see any issue here for you.  Send your buyer an email and tell them how much you are refunding them due to an error in what you charged for shipping, then refund them.

Keep in mind before you refund them, at least I do this, I keep enough of the shipping charge to cover my actual shipping costs and the FVFs on that portion that I keep.  Then the rest is refunded to the buyer.