Trying to Decide About a Total Refund

[catnipdelight]

I am getting rid of random things.  I listed multiples of some vintage nylon stockings (not panty hose) new in sealed package from the 70s.  The original tag on the package which was from an upscale store back in the day, suggested that there were 3 pair of nylons in each package.  I had no reason to doubt that.  Most vintage nylon packages that I have contain at least TWO pair.  

I have sold nylons before, but never this brand.  I had 6 packages.  The buyer purchased 3 of them.  I noticed that during the night, he had first attempted to make me an offer, but then changed his mind and paid full price--I wasn't asking nearly what some people get for these, by the way.  Because he purchased multiples, I reimbursed him a shipping discount.   I had a package to send, so I put his package together and mailed it in mid-morning. 

That afternoon, I checked my email and saw a message from this buyer ... he had purchased another LOT of vintage nylons (different brands, none the same as the first ones), and asked me to "combine shipping."   I told him I had already shipped the items from the morning, but agreed to ship for only $2.  So I sent them later in the afternoon.

The NEXT DAY, this guy messages me again and asks "how much" would it be if he purchased the remaining 3 packages of the upscale store brand ... I gave him free shipping minus a couple dollars and put those in the mail yesterday morning.  

TODAY, I get a message from the buyer saying the first package arrived and he is "disappointed."  Because he states there is actually only one pair of nylons in each package.  Not three as the package says.  I don't believe that.   I told him this:  Go ahead and return ALL of the nylons to me when you receive all of them.  Ship all of them back to me without opening ANY more of the packages and I will reimburse you in full, with the exception of the shipping back to me, which should run him $5 or so.  

He has not yet filed an Item Not as Described.  I just want to put this behind me in the easiest way.  Any  advice or thoughts?     

[fbusoni]

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@soh.maryl wrote:

Regarding a return case, if a buyer opens an NAD case, there is no such thing as the seller authorizing it, STAT or otherwise.  

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Thanks for the reminder... the last time I checked my settings I was asked if I wanted to "authorize each return."  I clicked yes.  

That's all I remember.  🙂

[candd205]

Now that you realize that he probably is telling the truth with there only being 1 pair in each package, if it was me, I would probably message the buyer, and in a courteous way, explain that you were sorry that you didn't realize there was only 1 pair per package. Then ask if he would like to negotiate a fair price for the entire lot. I would do this before he files a "not as described" return case. Then refund the difference after you make a deal for the entire lot.

[date-bait]

ferruccio.busoni wrote: Are you suggesting that the buyer be refunded and allowed to keep all of the items he purchased -- including those that were correctly advertised and with which he is happy?

Very good insights in your post about refunds and customer service.

I think the stockings that were incorrectly advertised should be refunded (and the buyer should get to keep them).  Buyer should pay for any items that were listed correctly...that is a different deal.

As I stated mistakes are easy to make with a sealed package. I've been selling for a long time and I once had a factory sealed box of perfume. I assumed it was full...but it didn't feel right. I opened it before listing and the entire contents of the bottle had evaporated and it was empty. Never seen that before.  As exciting it is to find and list sealed items...you can't be 100% sure about the contents.

Even though the OP stated that she did not believe the buyer when he contacted her about the issue, she is a responsible seller and I agree she is definitely wanting to do the right thing, 

[pickapaper]

One suggestion would be to refund the buyer $26.34 if he is agreeable to it, and this would avoid a return.

The buyer bought six packages at $6.50 each = $39.00 for which the seller thought there were 18 pair.  This is $2.11 per pair.  There were actually only six pair (one pair per package) and at $2.11 per pair, that is $12.66.    He paid $39.00 but received  $12.66 worth, a difference of $26.34 to be refunded.

[mam98031]

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@soh.maryl wrote:

Regarding a return case, if a buyer opens an NAD case, there is no such thing as the seller authorizing it, STAT or otherwise.  

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Maybe the word choice might be different.  But a seller does have the ability to approve the return and issue the return shipping label or simply try to disagree with the buyer for whatever reason they may have.  The latter is usually not advisable and will usually end badly for the seller.

[catnipdelight]

Thank you for all the input.  I decided to do the easiest thing and refund TOTAL of both shipments of the Mode O Day.   I messaged him to let him know yesterday, but he didn't reply, and that's fine.

My bad and my "loss."   So it goes.  

[rosachs]

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@mam98031 wrote:

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@soh.maryl wrote:

Regarding a return case, if a buyer opens an NAD case, there is no such thing as the seller authorizing it, STAT or otherwise.  

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Maybe the word choice might be different.  But a seller does have the ability to approve the return and issue the return shipping label or simply try to disagree with the buyer for whatever reason they may have.  The latter is usually not advisable and will usually end badly for the seller.

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If seller does not offer Free Returns, the NAD would present the seller with three options initially:  Accept and Send Label (seller pays), Offer Partial Refund, and Contact Buyer.  If you are certain you messed up, the Accept & Send option is the fastest to move things back to the customer -- they can print the label (plain paper is fine), repackage the purchase, attach the label, and simply return it to USPS (in the mailbox, in the outgoing mail bin, or drop off at a post office).  Seller then has tracking for the return and will be given 2 days post delivery to confirm and refund the buyer.  Super easy and I've never had a customer complain about having to return the purchase.  Others simply 'decide it's too much trouble' and don't bother to return it, or even print the label.  That is certainly their option - but that also means they don't want the refund enough to bother with a couple easy steps.

-Bob.