message from buyer: "this is new?" after purchase??

[5teeeve]

Had an interesting interaction with a buyer and would love some input to hopefully put my mind at ease.  I sold a vintage set of dominoes, the buyer paid immediately then several hours after the purchase he messaged:

It was a little concerning, since the item is listed as pre-owned/used, the listing has vintage in the title, in the item description it states twice that there is minor surface wear such as scuffs and occasional scratches, and I photographed as much as the wear as I could including one close up picture of a scuff/scratch.

I responded to the buyer's message stating they are not new but in good condition and he responded with:

"the only thing I ask is they are not scratched".

It seems almost as if the buyer made the purchase without actually looking at the pictures and reading the description.  Definitely bizarre to say the least and I would love to hear everyone's impression.  I am worried that this buyer is expecting something in new condition when the listing blatantly states otherwise multiple times.  Hopefully I don't get smacked with a dreaded negative review.  Let me know your thoughts.  Thanks in advance!  

[farmalljr]

You got the typical buyer who does not rad at all. Bought purely from pictures.  They may end up returning it, they may not. 

If they do return them, report the buyer. You will just need to take a return in stride, and not get worked up about it. It's just the way things are selling online.

[5teeeve]

Thanks for your response.   Just for curiosity sake - the item is set to does not accept returns.  Would the buyer have a leg to stand on to submit for a return due to INAD?  I am very deliberate in including and damages on the item and feel I relayed that these were not new competently in the listing.  

I have accepted returns on items before but am not keen to dole them out to buyers who do not make an effort to look at the item/description for what they're buying.  I don't like the feeling of doing that work for nothing.

[farmalljr]

A buyer can lie about the condition. Ebay doesn't care or get in the middle of who is right or wrong. EVERY INAD I have received in the last two years was completely false and made up. Every single one. All you can do is report the buyer every time. Can't let it bother you, just accept it's going to happen and move on. 

[dhbookds]

the only thing I ask is they are not scratched

You say scratches are in the description.......I would cancel the sale based on buyer doesn't want scratches.......

You don't want to fight a NAD claim..........

[mr_lincoln]

Hi @5teeeve 

If it were me I might consider a reply like:

Hi _______,

Thank you for the purchase and the post sale message and question.  Per the eBay listing this is a pre-owned/used item with some signs of wear from use and age.  Is it possible you got these items confused with another Seller's?

These will ship (state when you will ship).

Sincerely,

______________

Then wait to see what if any reply you get ...

[kabilab]

Tanched,

I was in your position concerning returns for many yrs. I finally conformed to the prevailing advice of the board and shifted to accepting returns. That was approximately 12 mos. ago and I have not received a single request. My lone regret is that I waited so long to listen to more experienced sellers. In addition, the term NO RETURNS is both meaningless, considering the MBG, and a turn off for some buyers.

[fern*wood]

Just a thought, most categories have a box that pops up if you choose "used" where you can sum up the condition/any problems.  Since this will show right below the title it might help sellers on phones or ones that don't actually pull up, or even find, a description to read.

[mr_lincoln]

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@kabilab wrote:

Tanched,

I was in your position concerning returns for many yrs. I finally conformed to the prevailing advice of the board and shifted to accepting returns. That was approximately 12 mos. ago and I have not received a single request. My lone regret is that I waited so long to listen to more experienced sellers. In addition, the term NO RETURNS is both meaningless, considering the MBG, and a turn off for some buyers.

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@kabilab  I have always Accepted returns and when eBay launched the Free Returns I waited a little and then started testing it on certain items.  When the prevailing fear of skyrocketing returns did not happen I switched to Free Returns on everything I sell.

I agree with No Returns being meaningless, some will argue differently and I would concede the point only on certain things like items sold for Parts Only and maybe some other obscure exceptions ... but eBay obviously needs to have some protection for Buyers even for Parts Only items in the unlikely event a Seller sends them an empty box.  But in general terms the No Returns setting should be limited in its use and not a selection in every category.

[5teeeve]

Thanks for your comment.  That is great input, I will definitely be sure to include a message such as that.

[5teeeve]

thank you for the input, this item was listed as "used/preowned".  I guess the buyer overlooked it or didn't read.

[5teeeve]

Thank you both for the responses.

Not accepting returns has saved me headache in the past, just this month I sold a brand new in the box electronic for close to 100 bucks under does not accept returns.  Several days after the item was received by the buyer, they attempted a return because they "no longer wanted the item".  My concern was what could have happened to the item in that time since delivery (did they open it, take out pieces they needed, drop it?) so I contacted eBay to fill them in on the situation.  They eBay rep I spoke to flat out told me to not accept the return.  I was so surprised but they told me to decline it and I would be protected from any strikes/defects from the buyer.  Saved me lots of time and money.

[vintagepl]

If not shipped yet, I would contact the buyer stating that you just want to be very clear on the condition of item to make sure there are no misunderstandings , point out your description & even send pics. After that you can ask if he would like to proceed with the sale.

[ckimodog]

@5teeeve 

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@5teeeve wrote:

thank you for the input, this item was listed as "used/preowned".  I guess the buyer overlooked it or didn't read.

That happens a lot. lol.  Hopefully your buyer will be a satisfied customer and leave you a glowing revue.

Happy Holidays. 

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[soh.maryl]

Message from you to buyer:  As stated in the listing, not new, has scratches and scuffs.  If you are looking for something new, this isn't it.  Would be willing to cancel if you wish.  Please let me know  soon.