What to do if buyer doesn't respond to item concern?

[casey-86]

I sold an item that was still sealed in its original plastic packaging and when I went to pick it up out of storage I accidently dropped it on the ground and it landed on one of the corners of the packaging. The corner it landed on broke off (about an inch of the plastic) but everything else is fine. It wasn't really a hard landing since I was outside standing on grassy ground but the plastic packaging seemed rather aged so it wasn't as durable as it used to be. The item is a Coleman 18V battery for power tools so its not like this was a vintage collectable where the packaging is part of the value of the item.

I took a picture of the corner that chipped off and sent it to the buyer explaining what happened and asked if they still wanted me to ship it to them. I'm sure they will respond soon but I wanted to ask what I should do in a situation where the buyer doesn't respond to the message. Do I just ship the item anyway with a note in the packaging of what happened? What should I do if the buyer doesn't respond to the message?

Thanks in advance.

[inhawaii]

If it were me, I would ship it as is.

Like you said, it's not a collectable item.

A little damage to the box is no big deal.

[toysaver]

 "I have no idea how old this battery is and if its age affects its functionality."

I would go ahead and ship.  The bigger issue is it's age.  It likely does not work anyway.   Be prepared to refund.

[casey-86]

---

@toysaver wrote:

 "I have no idea how old this battery is and if its age affects its functionality."

I would go ahead and ship.  The bigger issue is it's age.  It likely does not work anyway.   Be prepared to refund.

---

I read online that vintage batteries like this can still work even if they haven't been used before. I wanted to mention in the description that I don't know how old this battery is since it does look like it could be vintage. My whole thing with this is that I wanted to make sure the buyer knew what happened before I decided to just ship it without mentioning anything. I just felt like it was the right thing to do. I was just wondering how long I should wait before shipping it. I messaged them a few hours ago about it but I also don't want to wait too long to ship it since its paid for.

[toysaver]

"I wanted to mention in the description that I don't know how old this battery is since it does look like it could be vintage."

The package has a date of 2004 and it states right on the package there's a 2 year limited warranty.  I hope it goes off without a hitch but just remember if you have to refund you're only out what you paid for it and the shipping.  

[albertabrightalberta · Accepted solution]

---

@casey-86 wrote:

---

---

My whole thing with this is that I wanted to make sure the buyer knew what happened before I decided to just ship it without mentioning anything. I just felt like it was the right thing to do. 

---

You did let the buyer know through a message. 

---

@casey-86 wrote:

---

---

I was just wondering how long I should wait before shipping it. I messaged them a few hours ago about it but I also don't want to wait too long to ship it since its paid for.

---

Ship within your handling time. 

Why not include a note in the shipment something along the lines of the following.

"Dear buyer,

I sent a message through your order letting you know that the outer packaging of your purchase was damaged. When I didn't get a reply to the message, I decided to ship anyway.

If you aren't satisfied with your purchase after you receive it, please feel free to return it for a refund."

[casey-86]

---

@toysaver wrote:

"I wanted to mention in the description that I don't know how old this battery is since it does look like it could be vintage."

The package has a date of 2004 and it states right on the package there's a 2 year limited warranty.  I hope it goes off without a hitch but just remember if you have to refund you're only out what you paid for it and the shipping.  

---

I completely missed that date mentioned on the back. Do those dates always mean the item was made that year? Either way it seems like this battery is around 20 years old if that date on the package is any indication of that.

Also the buyer replied and said the package damage doesn't matter and that it working is what matters so I'll ship it off tomorrow and hope for the best. Thanks everyone for the help.

[johnrj1226]

You  sold this  item  as BRAND NEW - see   what eBay says about condition definition in the  link below - their description is the only one that counts - you seem  a bit "iffy" about it.

Personally  would not  ship this item it is an automatic  "Item Not As Desscribed Case" and  you will be out the cost of the shipping label too & get a  red hickey on your selling performance - you a have no clue  if that battery  has a full or any charge - . 

https://www.ebay.com/help/selling/listings/creating-managing-listings/item-conditions-category?id=47...

One more thing -

You need to get  familiar with the eBay Money Back Guarantee policy  -this trumps any thing the  seller has  stated - link below

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[chevymontecarlo88]

I would have to agree with @johnrj1226 on this one. It is ok to cancel/refund as long as your account status is in good standing and you don't continue to cancel transactions. 

Send them a message that you are cancelling/refunding with the reasons you described. Be honest and apologize for the mistake while giving them a day to read the message before actually cancelling the sale. (this way it is possible to renegotiate/refund before cancelling) If they don't respond within that day, i would cancel/refund the transaction.

To add, i would reassure the buyer that it was cancelled/refunded because it no longer fits the description on the listing. Let them know (and apologize with a picture of damage) and if they were still interested, you would hold of from re listing the item (updated condition/price) and would give them a better deal on it because of the issues not originally described. If they are interested, create a new listing that fully describes the item so there are no problems. 

As a buyer, i would understand and appreciate the communication and/or ways you will try to help me.  Many buyers do not read emails and/or are happy to wait until they get what they think they ordered. I do understand why others may choose to send the item, but i don't think it is proper or good customer service in this situation. IMHO Make sure your listings are accurate and be extra careful when selecting Brand New on anything that is not sealed, minty fresh and/or has any blemishes. 

[kensgiftshop]

---

@casey-86 wrote:

---

Also the buyer replied and said the package damage doesn't matter and that it working is what matters so I'll ship it off tomorrow and hope for the best. Thanks everyone for the help.

---

A battery that old, I think there's a pretty slim chance it would still work.

[aproudparent2010]

A 20 year old battery.....not sure it's going to work

[johnrj1226]

It  is definitely not  BRAND NEW as advertised.  The battery would  read on a volt meter about 20V when fully charged.  Item sold for 55 bucks plus shipping