What would you do? (EBAY)

[Tom Slick]

Situation:
I sold a set of 4 drink glasses on EBAY. These glasses are no longer made by the company. I state in the listing that I am not responsible for shipping damage so buy insurance for $1.70. I also state that I do not allow returns.

so guess what:
Someone bought the glasses and the insurance, I shipped them, one got broken. The post office refunded 1/4 of the purchase price to the buyer.

Now the buyer says they really needed the set of 4 (I don't blame them) and have no use for 3 glasses. They want to return the glasses.

I am currently standing my ground on my policies but told them I am trying to work with them and pointed them toward a website that sells singles. They are not too interested in that route.

I am standing my ground on principle but I could allow them to return the glasses and I'd still be a few dollars ahead. I also believe I could sell the remaining glasses as singles and still come out ahead. Non-EBAY sites sell these as singles for about half of what I sold the entire set for.


What would you do?

[ironhat]

I'm soft. I'd take them back - insured, of course - and sell them as singles. Yes, a pain in the butt.

[sparkeyjames]

Deal is a deal. Insurance paid for the loss. The glasses are theirs. Do not take them back.

Jim

[gsmittle]

On one hand, you clearly stated "no returns". On the other hand, accepting the return may prevent some negative feedback and general bad karma. On the gripping hand, () what's to prevent the owner from smashing them to bits and shipping the bits back to you, claiming damage in transit?

It's a dilemma...

g.

[jackellis]

The challenge when shipping glassware (or any similarly fragile item) via USPS, Fedex or UPS is packing the stuff so it won't break unless a truck runs over it. All it takes is enough shock-absorbing material (foam, styrofoam peanuts, balloon bags, newspaper...).

I'd take the glasses back.

[Tom Slick]

It is quite the dilemma but you guys have helped. I just wanted to make sure I wasn't way off base.
I decided that because I will not be at a loss at the end of the transaction I'll take them back, with insurance of course. It outweighs the potential bad karma/rating. I am not pleased with the buyers actions though.

[crokett]

I would not have taken them back. It was clearly spelled out to the buyer that you don't give refunds or do returns. If he/she were concerned about it then he/she should never have bid on the glasses.

[Uncle Cracker]

Ask the "buyer" if he had broken the glass while washing it, would he have then thrown out the other three? That is the position he is trying to take. The idea that 3 glasses have no value is ludicrous. You sold him 4 glasses. Now he has 3 and a check. He has been compensated.

[Richard in Smithville]

Think of it this way. If you bought something and even though the policy was well stated, something didn't really jive on your end and you were unhappy with the whole deal( even though the vendor wasn't at fault). Now the vendor said "no problem, we want to see you happy so we will go the extra mile and fix it up for you". Wouldn't you feel really good about that vendor? You would be telling all of us about the great customer service.

[herb fellows]

I HAVE NEVER BEEN A SELLER ON EBAY. However, there is something that goes on there that I don't understand. Many times, a seller will have a price, then say shippinig is xxx and insurance, IF YOU WANT IT, is extra.
Why would the buyer have to pay insurance at all? As a buyer, it is my take that it is the sellers responsibility to get the item to me intact. If the seller says they will only ship it insured, that's fine, I understand that.

If you bought something from a store, or any on line store for that matter, took it home and opened it and it was broken, you would return it and the store would take it back. The store doesn't require that you buy special insurance in case the item is broken when you open the packqage. Why do sellers on ebay think their situation should be different from any other seller?
My 2 cents, I will not buy anything that has that as part of the deal.

[crokett]

Think of it this way. If you bought something and even though the policy was well stated, something didn't really jive on your end and you were unhappy with the whole deal( even though the vendor wasn't at fault). Now the vendor said "no problem, we want to see you happy so we will go the extra mile and fix it up for you". Wouldn't you feel really good about that vendor? You would be telling all of us about the great customer service.

True. But I also wouldn't be moaning about poor customer service if whatever was wrong was excluded by their policy. If I didn't like their policy I wouldn't buy from them.

Herb, the difference is the store you buy from easily replace it. If I sell you something on Ebay, chances are it is the only one of whatever it is I have. It is up to you to buy insurance if you want it. If you don't, my only guarantee is when I put it in the box, it is in working order. Suppose you receive it, it is broken, and you want your money back. If I give you the refund I am out whatever it was I sold you and no money to show for it. However, if it is insured, then I get the money from the shipping co and I give you a refund. If you decline the insurance you are betting it will arrive intact. I may suggest you insure it but won't pay for it for you.

[Tom Slick]

I see your point but the buyer can elect which shipping they'd like to use. UPS includes insurance up to $100, USPS does not. If a person wants to save $2 and chance it then that is their choice.

If you bought something from a store then hired someone not affiliated with the store to deliver it and they damaged would it still be the store's fault? Most companies will not cover shipping damage, it is not unique to EBAY.

[LCHIEN]

meet him halfway, offer to pay 1/2 the cost of his buying a single replacement glass on ebay. Save you a lot of trouble.

[Knottscott]

You stated your policy clearly. Unless the breakage was due to poor packaging, you have no further obligation to the buyer. They could sell them individually a make a few dollars too....

[Alex Franke]

You're not obligated to take them back, but it would be good customer service to try to work out a solution that makes everyone happy -- especially if you do a lot of business on ebay.

I think it would depend some on the price they paid, the shipping costs, and the cost of replacement, but I would probably start by offering a partial refund to help cover maybe 50%, 75% (their actual loss), or 100% the cost of a replacement glass, excluding the cost of shipping. If that's not acceptable, or if it's too much trouble, then just take them all back for a full refund, less shipping/insurance costs.

People prefer to do business with reasonable and flexible sellers, not those who play hard by the rules. (Sellers prefer this, too, so if the buyer is being an unreasonable jerk, then I would consider offering little or nothing a all.) There's a huge karma/praise/referral/feedback value for successfully resolving a dispute, and there can be an equally large cost if you don't.