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So I got to test this one out over the last week due to a false INAD.
It can be a very frustrating ordeal – you did nothing wrong, you feel the buyer is a sleazeball gaming the system, and you are out a significant amount of shipping fees (and the 3% paypal fee too!).
It is very easy to let the whole situation drag your attitude down and derail your whole business for a time.
Now picture in your mind a person, past or present, in your life that REALLY irritates you. Super gets under your skin every time you even think about them. A coworker, an in-law, it can be anyone.
Now imagine that for a mere $20, you can make this person go away forever. Poof! You are done with them. You can move on with life and they can never bother you again.This is how I now mentally treat False INAD and other problem buyers. It may cost me $20, but I can make them go away permanently and quickly. They aren’t worth the mental head space. Refund, block, and move on with life knowing I’m done with them.
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I love “paying to make the problem go away.” I also remind myself that I’ll forget about the situation in just a handful of days, so best to just get on with it.
The other day I saw a list of all the returns I’d handled in the last year. Mind-blowing. Couldn’t remember 90% of them despite knowing that a certain percentage were tough/bothersome buyers.
“It’s only business.”
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Last week a buyer sent an angry message stating that I should have disclosed the ridged edge on a goblet that I listed as “mint”. The goblet was made in 1830s and was 100% flawlessly preserved. The ridge was part of the technology of 1830s glass manufacturing.
I used Jay’s method of offering a return and then silence. She didn’t return it (yet) but I would happily eat the shipping to get away from such a buyer.
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@ Aperture: A Tip. We try to never use any words that even come close to a “grading term”. Words like Mint, Great Condition, Flawless, Perfect Condition.
We are collectors of many things and not experts in any one thing and I think That goes for most of use vintage, one of a kind sellers.
So when a grading phrase is used, it sets expectations of a certain level of quality on the buyers end. If they happen to have more experience than you in a certain area, then you may be in trouble if they disagree.
We use a multi-point system of inspection for quality and flaws and do that under our photography lights. We note irregularities that we see and then downplay those with words that are more vague, like several small “hairline” scratches, hardly perceptable to the unaided eye, can only be seen undermagnification, seen only when held up to a light and things like that.
Just a tip. And by the way, I have a very strong art background and knowledge on printing, art prints, paintings [all mediums] but still only state the obvious and list only visual flaws if seen during observation inspection. And never use a “scale” phrase such as “we think or feel it is atleast an 8 out of 10″. Buyers will eat you alive on that one and go for the Item Not As Described” button.
Mike at MDC Galleries and Fine art in Atlanta.
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Yep and again, just a cost of doing business. If you had dropped the item pulling out of storage, or couldn’t find an item, you do what you have to do, stay out of the weeds as much as you can and $10 to $40 to correct a mistake, keep your record and reputation clean and safe, is just a part of “shrinkage” that every business has. Just categorize it as mental shrinkage.
Theft, breakage, shipped to wrong buyer which we did this week for the first time ever, eating shipping when you under estimated, refunds all can be classified in your accounting system and nothing more than that and not a personal battle.
If a buyer was up at the office in a B&M store and got unruly, you would call security and have them removed from the store.
Now, as an online seller, don’t argue, don’t fight, just have your in house procedures written down in a word document and cut and paste responses, eat the loses and get on with it.
Our shrinkage is several hundreds of dollars per year, less than 1% of our gross. Yes it eats into the bottom line net, but worth the cost to give refunds, or ship something. Just do it, mark it in your accounting, which can be a tax deduction [expense] and go onliving.
Slept late and just having first cup of coffee, that opinion and my half cup of coffee is worth about a plug nickle, maybe.
Hope everyone had a Great Christmas. Our fourth quarter sales were up 37% over last year. With everything that has been going on this past year, we will “grab it and growl!”
Mike at MDC Concepts, Inc.
MDC Galleries and Fine Art -
I just want to add that listening to SL for all these years has been key in the development of my ability to deal with bad returns and aggravating buyers. Thanks, J&R!
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Mike, thanks for your thoughts on describing vs. grading collectibles. Like everyone, I struggle with finding language to adequately communicate the state of an item. I am obsessive about photographing every angle & employing a macro lens as needed. (Unfortunately, that doesn’t work well work with clear glass.) I had not considered your point before that an expert used to looking at hundreds of something that I have seen one or two of may have a different perspective on what is described by “mint” or “9/10” or other grading statements. I will adjust course going forward.
Also, if anyone has tips on photographing clear glass, I would love to hear them. I tend to use a white background with a dark grey horizon line, but I still find it really hard to give viewers a good sense of an item.
(@huncrelan @MDCGalleries)
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–We also never use “opinion” words like good, beautiful, perfect, mint, etc.
–We take good photos from every angle and list what is wrong, if at all.
–If the item is used, we always say “minor wear” to over ourselves for any minor imperfections.
–If the item is still in the box, we will say its its opened or unopened.
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