About two weeks ago I sold in auction (which I rarely ever do) a 6-DVD lot that went for less than $10 (with free shipping). Four of the DVDs were still sealed and two of them were new but not sealed. I posted many pictures and made sure to show two of the DVDs were not sealed. In the item description I made sure to notate that two DVDs were open and in "Like New" condition. I even named which two were opened. However, I mistakenly picked "Brand New" as the item condition because the open DVDs were last-minute add-ons to clear some inventory space. The buyer was not happy upon receiving the items. I got a message immediately that I should have put "in the header" (buyer's words) that two DVDs were used.
I first responded with a very nice message stating I would be happy to refund the item cost PLUS shipping (even though my return policy states that buyer pays return). This was before I realized the item condition said Brand New. Once I reviewed my listing and saw my error, well at first I was a little peeved. My description and pictures showed very clearly that two of the six DVDs were open. I then thought that with a "Lot" of items in auction, having four of six DVDs still sealed surely could count as Brand New.
Anyway, I decided to cut my losses and refund the full cost to the buyer. In the notes for the refund I stated for the buyer to just keep the DVDs and enjoy them. I already was in the hole profit-wise so I figured it was best to be as customer-service friendly as possible and let the buyer keep it all and hopefully get some enjoyment out of them. Turns out the buyer only wanted profit out of them.
The buyer has yet to leave any feedback. The buyer also has not responded to my first reply nor to the refund; not even a quick "thanks" or anything. But the same day the buyer received the DVDs they listed each one for sale (BIN) at about $20 each.
Okay, so I got too comfortable with auctioning again as I had very good success with selling a couple other DVD lots this month. So this is my lesson as to why auctions can sometimes hurt compared to BIN with Best Offer. Now I'm nervous for my DSRs and feedback as there's been not a peep from the buyer for the two weeks now. This has been my FIRST negative experience/customer complaint in my 17 years of (occasional) selling on eBay. I already left the buyer positive feedback as I always do at the completion of payment. Now I just feel taken advantage of (my own doing) and am uneasy even though I think I did all I can do. Keep in mind this is for six DVDs for a total transaction amount below $10 (with free shipping), which was refunded fully with the buyer keeping the DVDs...
Really just venting with this message as this is new territory for me. Technically I suppose the buyer would be correct in leaving neutral feedback (or worse) and less than a five-star rating. Just hope this doesn't become an EVEN BIGGER lesson for me than it already is. I guess for the next 40 days I will be nervously checking my feedback to see if this transaction ever shows.
Thanks for reading!
