When is an item considered "new" and when is it considered "used"?

[handsomezacksrecords]

What is considered "new"? I sold an item as "new" as I never opened it. I received it and placed it on a shelf, again never opening the item. I decided to sell the item and listed it as new and now I have a buyer complaining and saying that the item is not "new" because I shipped the item in a different box than the one I received it in. He wants to return the item because, in his words, he "bought the item as an investment and since the item is no longer in the shipping box I got it in it is worth less". Nowhere in my listing did I mention anything about the original shipping box being available nor did the buyer ask. It was a generic carboard box. Again, the item was brand new and unopened so am I wrong?

[mtgraves7984]

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@coolections wrote:

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@stainlessenginecovers wrote:

You 'getting' it in a cardboard box does not answer the question of how it was 'supposed' to be shipped originally. If you don't know that answer, maybe that buyer does and that is what is hurting the value??

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It is hurting the value. When someone who is a serious collector and spending $1,500 you better believe they want it exactly like it is supposed to be when listed as NEW.

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And yet that buyer was willing to pay this to be shipped via Media Mail. Yes. I just typed that out loud. Need an emoji...

Afterthought... off-topic, @handsomezacksrecords. Godspeed.

[inhawaii]

The box is a moot point!!!

If the customer is not happy with it for any reason, let him/her return it for a refund.

[powell-memorabilia]

I know that set - don’t have it, but had my eye on it.  Yep, the box is actually important.  The original shipping box isn’t as important as some of the shipping boxes for similar items, but still important.

I get it - you didn’t realize the importance.  No, the buyer is not being unreasonable.   I would have been ticked off, too.  

[powell-memorabilia]

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@handsomezacksrecords wrote:

Yes, they submitted a return request claiming the item was not as described which again I do find to be fraudulent. They bought it from me as an "investment" (their words) but for whatever reason, the original generic box somehow makes it more valuable. So I guess I could have sent them a box of rocks because apparently they were never going to open the box? They are a seller here themselves and I just feel like they are gaming the system. I just sent them a return label but this is just weird. Oh, and very petty. 

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It isn’t petty - the box is important to collectors.  I save shipping boxes for a lot of items - even the inner protective packaging.  I even save the shipping boxes from Lego sets that I have assembled and displayed.  I’m big on decluttering, but I can’t part with those boxes!  Crazy, I know.

Personally, I’d be fine with a partial refund if the seller was apologetic and the partial refund was enough to buy three subs at Jersey Mike’s.

[bill.purvis2012]

You're in the right. Shipping box isn't part of your listing and while important for some reason to this buyer, not part of the deal.

BUT, you're playing with fire when you don't accept returns.  Here's why. Happens all the time.  You're offering no recourse to the buyer. He says not as described and Ebay sides with him and refunds his money through your account. Because, you don't offer returns he goes that route. And, Ebay doesn't make him return the item. And, oh yeah--he can leave negative feedback.

So, hope he returns it to you in original condition and you can re-sell. 

[johnrj1226]

Since you shipped this  item in a box different than what you received it in, you might not have met eBays definition of what NEW means - there can be several definition - New, New without original box or tags, etc,  Scroll through this link and  find what  category best fit the item you sold.

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

[johnrj1226]

Resolve  this issue with your buyer  by stating Return for Refund and DON"T get eBay involved if you want to get your item back and still have to refund the buyer.

[johnrj1226]

Read how eBay defines what NEW means & that is the definition that counts -

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

[johnrj1226]

But your listing  described the as -

Item specifics

Condition:

New: A brand-new, unused, unopened, undamaged item (including handmade items). See the seller's ...

[kensgiftshop]

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@handsomezacksrecords wrote:

So essentially ebay offers zero protection for sellers? I mean, I have photos of the item itself that I took does that matter at all?

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No.

Not when a buyer files an INAD.

[kensgiftshop]

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@handsomezacksrecords wrote:

Yes, they submitted a return request claiming the item was not as described which again I do find to be fraudulent. They bought it from me as an "investment" (their words) but for whatever reason, the original generic box somehow makes it more valuable. So I guess I could have sent them a box of rocks because apparently they were never going to open the box? They are a seller here themselves and I just feel like they are gaming the system. I just sent them a return label but this is just weird. Oh, and very petty. 

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If it's listed as new, buyers expect to receive it like they would if they had bought it from the company.

[kensgiftshop]

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@handsomezacksrecords wrote:

I bought it new direct from the artist website and it came in a plain ol box. It didn't have a numbered box or anything on it other than a label with my name on it. 

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If it was listed as new, that's how it should have been shipped to the buyer.

You would have taken the original box and shipped it inside of another box.

[wastingtime101]

Ooh I feel for ya on this one. You are not the first seller to come here in the same situation. It was a different box set collectible but the buyer’s complaint was the same.

As odd as it may sound, the original shipping box and packing is important to collectors on some of these items.

It’s completely understandable to list most items the way you did but for a high priced collectible buyer expectations are different. New sealed Lego set with the tiniest flaw to the very corner of the box visible with a magnifying glass has to be disclosed. Might be a slight exaggeration but you get the idea.

There are many media collectibles like the one you sold where the ‘generic cardboard shipping box’ and inserts are paramount. Some buyers expect that outer shipping box to never have been opened, even to verify contents, believe it or not.

I’m not saying you did anything wrong, and most others would think the same way you did before doing some research. But I am saying it’s super important to know what you’re selling, especially when the price is that high. Do the research and you should be able to avoid a repeat situation.

Hope you get the same item back in same condition. Good luck, man.

[pickermall]

The buyer can return anything for any reason. Even if you have a "no-return" policy

I'm confused, though... you say in your original post " I received it and placed it on a shelf, again never opening the item. I decided to sell the item and listed it as new and now I have a buyer complaining and saying that the item is not "new" because I shipped the item in a different box than the one I received it in."

Then say this was for the McCartney box set, which was listed as a pre-order to ship December 2.

I'm a Beatles guy, and we Beatlemaniacs can get picky. If I was getting a pre-order item that was sent to you, I would hope to get the original shipping box. If you bought it in a store, then that's a different story. But it appears in your listing that once you get it in the mail, you would forward to me. In original box.

That's my opinion, though. And yes, if you don't accept the return, the buyer can ask Ebay to step in and you're out of money and the box set

[handsomezacksrecords]

Got the item back today but its damaged. It was packed incredibly poorly with no padding on either side of the box itself so the wooden top is broken and it has chips etc.... I am extremely frustrated.