partial refund for damaged returns

[zhlany]

A customer bought a set of 80 year old vintage Christmas lights. The condition and info in the description stated that they were not safe to use and were for decoration, a collection or restoration. All the light bulbs were working when I sent them. The customer then plugged them in, they overheated and the bulbs stopped working and they want a refund. I reminded them about the info in the listing and said I would be glad to refund them for the bulbs that were still working. They then threatened to leave me a negative review and ask what kind of seller was I that I did not care if their house had burned down and killed one of their children. I was trying to be fair but should I ignore that they used the lights improperly and then wanted to send them back for a full refund? 

[inhawaii]

What I would do...

Let them keep the lights and give them a full refund.

P.S.:  I would never sell anything like that.  You're just asking for trouble.

Why would you say the were "not safe to use" then say they are "working"???

[hotwheelsbum]

You didn't say "not safe" for use, you only said "not recommended" for use. And that was only in the Sellers Notes area, nowhere in the description whatsoever.

Then you included pictures of the lights plugged in and lit up. Buyer bought lights to plug them in and light them up, something you showed they could do in the listing itself. 

How exactly did they use those lights "improperly"? 

Take the Return. Refund Buyer in full. Buyer has you on this one.

[albertabrightalberta]

@zhlany 

Your offer to prorate the refund (for the bulbs that didn't work) is the most ridiculous thing I've heard. (You also made a similar offer in response a buyer who left a negative feedback after having received broken glasses.)

Issue the buyer a full refund, apologize profusely for selling an item that NEVER should have been sold and be grateful that the bulbs didn't cause a house fire! 

These mistakes are your own errors. Learn from them so you don't repeat them.

[chapeau-noir]

I'm not going to jump on the bandwagon here, but will say that anything electrical that is old, particularly that old, may create real problems, even if it's working on testing, as the wiring may have deteriorated, may not be grounded, have frayed cord, etc. I say this as one who tends to tinker on stuff to get it working again. 

[bonanza125]

If you knew the lights weren't safe why would you put these Christmas lights up for sale? They are a liability. The idea that these were for restoration, decoration or collection isn't a good one. They are considered trash. I wouldn't have listed them in the first place and threw them away.  I would either agree to terms with them on a full refund and they keep the lights and throw them away or agree to a return where then you will pay for the return but then you have them in your hands and you throw them away.  When you put things up for sale especially if say under "used" make sure the items are in full working condition. These lights weren't in full working condition.

[christworks]

@zhlany   You listed those in the correct category (re: collectables). My issue is that you sent two different signals. On one hand, you show the lights working and state that they do, but then you say you do not recommend them for use because they are unsafe. Buyers, especially on something like this, will buy based off the photos, not what you say. Then you have AI write a fluffy description, which means absolutely nothing to the buyer. Your recommendation is tacked on at the end. They likely never read any of that. Doesn't matter that they didn't read it. It matters that you sent two different signals. You can't do that.

Your recommendation is not going to cover you personally should something have happened, as you left yourself exposed to personal liability by showing the lights work. That could be considered personal negligence, and even if your business is set up as a LLC or S-Corp, you can still be named personally in a lawsuit should there have been a fire and your buyer sues.  Is that risk worth $50 to you?

You need to get those lights back from the buyer. Period. Tell your buyer to open a return, get them back, and refund them - in full.  Do not refund without getting them back. That could still leave you exposed as you knowingly left a product with a safety hazard in the hands of the buyer. 

I sell a lot of vintage electronics, and have sold vintage lights in the past. I do a very careful inspection of all wiring. I've had situations where something unsafe like this, I cut the plug off so they cannot be used and it is clear they are for decoration only. You cannot say one thing, but show the item works. 

One final note. Buyers cannot threaten to leave negative feedback. That's buyer abuse. I get why they were upset, but still, I would report them for threatening to leave negative feedback. Should they do that, you'll have their threat on record, and when you go to appeal the feedback that will be your basis for the appeal.