eBay

mtzselling · ‎10-26-2017

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!

emerald40 · ‎10-26-2017

Negative feedback no longer affects your account.

Sellers make mistakes. You owned up to yours and refunded the buyer.

If she ever leaves you a negative just follow up with a response that she was refunded in full.

Buyer is probably extatic as to how she made out and you will probably never hear from her again.

Do immediately block her.

Do not let this stress you out. In the grand scheme of ebay it is not that big a boo boo.

mtzselling · ‎10-26-2017

"Negative feedback no longer affects your account" ... but it can affect a buyer's perception.

Anyway, thanks for the reply! Just had to get it off my chest. I appreciate it.

emerald40 · ‎10-26-2017

@mtzselling wrote:
"Negative feedback no longer affects your account" ... but it can affect a buyer's perception.

Anyway, thanks for the reply! Just had to get it off my chest. I appreciate it.

As a buyer it is not what you did but the fact that you made it right.

And in this case you went up and above.

I would not hesitate buying from you.

mtzselling · ‎10-26-2017

Awesome, thanks!

(I'll be keeping my Seller ID to myself though... LOL)

castlemagicmemories · ‎10-26-2017

Please don't worry about the feedback.

I think the buyer just moved on.

Don't beat yourself; it happened, you resolved it.

Take a deep breath, do not give this any more power over you.

It's just a bump in the road.

mtzselling · ‎10-26-2017

Thanks. I think just sharing was the release I needed. The deep breath helped too!

castlemagicmemories · ‎10-26-2017

@mtzselling wrote:
Thanks. I think just sharing was the release I needed. The deep breath helped too!

Yes, sharing your anxiety can definitely lessen it, and you get other's perspectives on it. What looms large in our own minds, because we are too close to the situation, may be very dismissable in other's minds, and so we can tap into their perspective and be at peace.

luckythewinner · ‎10-26-2017

The fact that four were new does not "surely" negate the fact that two were used.
A contradictory picture and condition does not negate having the wrong condition.
The fact that the buyer is going to resell them at a profit is entirely beside the point.
The fact that he did not say thank you is entirely beside the point.

After reading your entire post, it seems pretty clear to me that while you did refund the buyer, you are still not ready to accept the fact that the mistake was entirely yours, and the buyer was absolutely entitled to call you out for an item whose condition was not as advertised.

As for " Keep in mind this is for six DVDs for a total transaction amount below $10", I was thinking exactly the same thing as I reached the fifth paragraph of your post ...

mtzselling · ‎10-26-2017

@luckythewinner wrote:
The fact that four were new does not "surely" negate the fact that two were used.
A contradictory picture and condition does not negate having the wrong condition.
The fact that the buyer is going to resell them at a profit is entirely beside the point.
The fact that he did not say thank you is entirely beside the point.
After reading your entire post, it seems pretty clear to me that while you did refund the buyer, you are still not ready to accept the fact that the mistake was entirely yours, and the buyer was absolutely entitled to call you out for an item whose condition was not as advertised.

As for " Keep in mind this is for six DVDs for a total transaction amount below $10", I was thinking exactly the same thing as I reached the fifth paragraph of your post ...

Oh, no, I realize it is entirely my mistake and agree 100% with every bullet point you made. I appreciate you reading the entire post, but you didn't have to. Nowhere did I place a question mark to indicate I was looking for answers; so reading the whole post was entirely up to you. Just wanted to unload a little as I've never had to deal with an unhappy customer (that communicated as such). The fact that the transaction was so minuscule is exactly why I went with a story-form post so that at least someone may enjoy the anecdote if not the subject matter.

But I do appreciate your time and reply! Thank you!

siayan · ‎10-26-2017

With the exeption of the possible feedback you are exactly where you want to be. You did the right thing. Whatever the buyer does after that is not in your comtrol so don't let it in your head.

____________________________________________________________________
Prov 20:14 It is naught, it is naught, saith the buyer: but when he is gone his way, then he boasteth.

castlemagicmemories · ‎10-26-2017

Well, the good thing is this was not a high dollar transaction, but I understand, it is frustrating to have such a low price transaction go south like that.

But, things happen. Glad you are not out much, OP.

emerald40 · ‎10-26-2017

@luckythewinner wrote:
The fact that four were new does not "surely" negate the fact that two were used.
A contradictory picture and condition does not negate having the wrong condition.
The fact that the buyer is going to resell them at a profit is entirely beside the point.
The fact that he did not say thank you is entirely beside the point.
After reading your entire post, it seems pretty clear to me that while you did refund the buyer, you are still not ready to accept the fact that the mistake was entirely yours, and the buyer was absolutely entitled to call you out for an item whose condition was not as advertised.

As for " Keep in mind this is for six DVDs for a total transaction amount below $10", I was thinking exactly the same thing as I reached the fifth paragraph of your post ...

My opinion - do not mix new items with used items.

Keep those transactions separate.

tunicaslot · ‎10-26-2017

I wouldn't let one negative feedback decide whether I buy from you or not. If you answered the negative with a professional comment like suggested - I'd figure what a nice seller - he refunded in full to a PITA buyer - which we all run across.

mtzselling · ‎10-26-2017

@emerald40 wrote:
My opinion - do not mix new items with used items.

Keep those transactions separate.

Yes, exactly what I learned most from this experience. I even went through to double-check each one of my listings to be sure I had condition correct.