Customers wants to return an item, who pays?

[mcmaharr]

Hi, 

I recently sold a coffee machine. The item was second hand which is clearly stated. In the pictures the item clearly missing a drip tray, something that doesn't effect the machines working. However in the description i did not put that the tray was missing. The buyer now wants to return the item. I fully admitted that the machine does not come with a tray and I apologised. Of course I said that they could return the item. I am wondering who would have to pay for the return as it is clearly shown in the pictures the drip tray is missing? 

[bonjourami]

if you didnt mention this in the description..you pay.

[orangehound]

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@mcmaharr wrote:

Hi, 

I recently sold a coffee machine. The item was second hand which is clearly stated. In the pictures the item clearly missing a drip tray, something that doesn't effect the machines working. However in the description i did not put that the tray was missing. The buyer now wants to return the item. I fully admitted that the machine does not come with a tray and I apologised. Of course I said that they could return the item. I am wondering who would have to pay for the return as it is clearly shown in the pictures the drip tray is missing? 

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First, if the buyer files a MBG claim with a "not as described" reason, then you will pay for the return shipping.

Second, if you can get the customer to agree, it might be cheaper for you to find the drip tray somewhere on-line, and ship it to the customer.   You might even find the drip tray for sale here on eBay.

[a*river*runs*through*it]

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@mcmaharr wrote:

Hi, 

I recently sold a coffee machine. The item was second hand which is clearly stated. In the pictures the item clearly missing a drip tray, something that doesn't effect the machines working. However in the description i did not put that the tray was missing. The buyer now wants to return the item. I fully admitted that the machine does not come with a tray and I apologised. Of course I said that they could return the item. I am wondering who would have to pay for the return as it is clearly shown in the pictures the drip tray is missing? 

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You will need to pay the shipping back.

To save your self from this happening on a regular basis, keep this mantra in you head when you are listing:

"Describe the item as if there were no pictures, photograph the item as if there was no description"

[mg152]

I woukd expect a drip tray with a coffee maker. It’s not clear if you didn’t put in description

[juststuffisell]

Nice call Orangehound!

If the buyer will agree, it will be cheaper in the end replacing the drip tray for sure between paying both shipping.

Cheers!

[soh.maryl]

If I were your buyer, it would be the first time I'd ever bought a coffee machine.  If I looked at the picture, I would assume that the listing included everything that was supposed to be part of the machine, especially since you didn't state otherwise.  My point is that I would not realize something was missing since you did not state that.

Perhaps that's what happened with your buyer.  Bottom line:  You will be the one who pays the return shipping.

[mikeystoyz]

Pictures only work 60% of the time.  Descriptions only work 75% of the time.  Title descriptions only work 80% of the time.  When you combine them they only work together 90% of the time.  I am finding more and more people dont look at pictures, descriptions or titles and shop by braille when they dont read braille.

[wpt05]

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@mcmaharr wrote:

Customers wants to return an item, who pays?

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You do.  

Items like this should be listed as parts only or not at all.  Most people don't want a coffee maker that does not work right out of the box.  If you are listing items of this nature in the future, you may run into similar problems again.  

[froggyjump]

If I make an error, I take the hit. Isn't that the honest thing to do? Thank them for returning the item or let them toss it out. Good luck