What to do with this order? Buyer's additional requests on shipping

[nismo_skyline34]

The item in question is a DVD movie.  Something that would be shipped in a standard bubble mailer.  This buyer is asking for it to be shipped utilizing thick cardboard & extra layers of bubble wrap which would cost more to ship as I would also have to purchase a larger bubble mailer.  I charged $3.99 for shipping, from a previous DVD I recently shipped cost me little over $4, so I'm already eating a small loss along with the cost of the intended bubble mailer.  What would be the best way to go about this?  It crossed my mind to cancel, but this situation doesn't relate to the 3 options eBay gives you for canceling an order.  Or ship it with the original intended bubble mailer?  Thank you!

[soh.maryl]

Personally, I'd be inclined to contact the buyer and tell them that, since I cannot accommodate their special shipping request at my price point, I am cancelling and refunding.  And then take the hit for cancelling.  The situation screams of problems ahead.  

[katzrul15]

Unfortunately just placing a DVD or Blu-Ray in a bubble mailer does not prevent damage in shipping.  In fact, it is a poor way to ship one.

We do ship ours bubbled and with stiffener on each side, slid into a bubble mailer to prevent damage in shipment.  Even that is not 100% guaranteed.

Are you shipping media mail or 1st class?

We offer both and let the Buyer choose.  On 1st class, it is calculated based on Buyer location.  Not understanding why you are eating shipping costs?

[fashunu4eeuh · Accepted solution]

Buyers who want extra help should contact the seller prior to buying the item. Requesting things not listed, after the sale, is against eBay policy.

Sounds like this buyer has been burned before with items not receiving proper packaging. Furthermore, if it is for a gift, a cracked platic case would render it unsuitable. So they have a point, but they should have brought this up before making the purchase.

One solution is to advise the buyer that you will have to cancel the sale, and relist with the additional packaging which will drive up the cost. It is likely they will ask to cancel the sale rather than pay more.

(A DVD in a bubble mailer only is at risk of case damage, however minor. I would wrap it in two sheets of cardboard, at least, for protection.)

[shupy]

It depends on the price of the item and what you have into it. I would check the sellers feedback. If they appear to have been a good customer for others, and have been an ebayer for a while, eating a little extra cost might be worth it. 

I also make decisions based on how the buyer requests. They may have had a bad experience with something damaged in shipping and are concerned. It's always best to hear them out before just cancelling.

[bill.purvis2012]

Learning to be more inclined to accommodate buyers will take you farther in this business than complaining about a simple request.  Add some cardboard and bubble wrap and ship.  I just had a customer who bought a $10 item ask me to include a birthday card and a hand written note.  Should I refuse? Of course not. Glad to oblige.  Maybe, they will buy again.  Make the customer's day.  They are not your enemy!   

[7606dennis]

I believe that a seller may bill the buyer for special requests but I'd be somewhat reluctant to do it in this case.  You might advise the buyer that you can upgrade the shipping to PM and ship in a box for added protection at an additional cost if they prefer.  Otherwise you can ship via your standard method with your standard packaging or if they prefer they can request to cancel the order.  Other than that there really isn't much you can do.

Of course, there is a chance that the buyer will file a NAD return if the item arrives damaged and you didn't package securely enough for their liking.  That, however, is a risk one takes with every transaction.  How does this buyer's feedback for others look?

[nismo_skyline34]

I ship DVD's First Class.  I've never had anything damaged in a bubble mailer from both a buyer & seller standpoint.  Apart from DVD's.....music CD's, books, magazines, video games.  I've had stuff that had absolutely no business being shipped in a bubble mailer such as a juice glass.  I was shocked when I seen it, even more shocked that the glass wasn't damaged or destroyed, lol.  At least it was well wrapped in bubble wrap, but still......  I know things can get damaged & it's safe to assume my buyer has had that happen to him.

[soh.maryl]

You probably meant that you would check the buyer's FB.  And, actually, buyer's FB tells you nothing because they can only be given positives.

[slippinjimmy]

I would reply........

"No worries, my standard packaging includes two pieces of cardboard inside the bubble envelope!"

Unless a dvd can be shipped under 4oz adding the cardboard will not increase the shipping cost at all. It's even possible (don't have a dvd handy) that even with cardboard it would still be under 4oz.

I have a regular customer that provides explicit packaging instructions with every order, obviously just boiler plate because they are well aware of how I pack but include the message in every order because too many eBay sellers have no idea how to properly package.

[1786davycrockett]

USPS considers DVDs to be media, so you can safely ship it out at that rate.  I always wrap the DVD case in a plastic bag, then sandwich between 2 pieces of cardboard, then wrap that between two layers of newsprint, and finally use an outer wrapper of grocery bag paper -- I've had no complaints (except from those buyers who have told me its TOO secure!!!), and all arrive safely.

[inhawaii]

I know some will disagree and I understand we all do things differently, but in this case I would have just accommodated the buyer's request.  It may have cost a few cents more in shipping weight for the extra packaging, but it's about providing good service. I get these kinds of requests once in a while. I assure the seller that I pack very well and try to accommodate their request.  A few cents and a few minutes of my time to make a customer happy ... no problem. 

[winterpalace25]

I completely agree with you. I once birthday wrapped a book for a dad to give his daughter. He was so grateful and gave me awesome feedback. The OP should definitely help out his customer. He can protect with cardboard on each side and extra bubble wrap and it will still be under a pound for first class or Media Mail. Which is cheaper. 

[gamersbaystore]

Once in a while I get a request like this too, usually with blu-rays. While I do my best to accommodate buyers, I find it really annoying that people make such demands after a purchase. I agree with Fashun, they should be contacting the seller first and asking, not demanding.

As for those stating you need cardboard to securely ship a DVD, this is nonsense. I have shipped thousands of DVD's, video games, and music CD's with nothing more than bubble wrap and a bubble mailer.

Here's how its done! I wrap the case in a foot of 3/16" bubble wrap, tape it from the side and bottom so it slides right in the mailer. Voila, problem solved. But people like to make things out to be ten times more difficult than they need to be.

The only thing you have to worry about is the disks coming loose. This is a serious problem with sealed cases, as there's no way you can secure the disk internally. For cases that are already open, I secure the disks themselves with more bubble wrap.

[umoraski]

Sometimes if you use two pieces of Corrugated Cardboard and put the plastic case between them with tape around it to secure it from not flopping around in the package.   This Cardboard hardly weight anything.  If it does go over the weight,  just let her know and let her decide if she wants to pay the extra postage.