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Have a customer who says that she received a ceramic pie plate from us that has a crack in it. She states she is sure we didn’t see it because it is just a hairline crack and she only saw it when she washing washing the plate after opening up the package. Then after it dried, the hairline crack disappeared and was just barely visible to the naked eye.
We responded and also remarked that also the item may have been damaged in shipping somehow.
She then states since she can’t cook in it that she would like to work something out or return for a refund if that is what we want. But it is only an $19.95 plate. We can either offer a partial refund and she will keep it as a decorative item or send it back.Our question is this: If we choose to have her return it instead of offering a partial refund will our account get a defect/ding if she selects the reason for the return as “Received Damaged”? From what I can find Ebay sees that getting the item to the buyer safely is a sellers responsibility and damaged in shipping is an issue of the seller not packaging properly and we will get a defect on our account even if the buyer leaves positive feedback.
Should we just offer a partial refund to avoid the return entirely and avoid the opening a case for a return?
Just wondering what ya’ll thoughts are.
mike in atl.
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If it is indeed damaged, then just let her keep it. Offer a partial refund and be done.
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That’s what we thought. What percentage do you and Ryanne use. 25%, 50% ??? on the refund? We have only had 3 returns, 4 broken-damaged items and zero negative feed backs in our 15 years of selling online.
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It really depends on how badly the item is damaged, how much at fault we feel, and how quickly we want the problem to go away.
Usually I start with “We apologize for the issue. I can give you an immediate 25% discount.How does this sound?”
We dont do the refund until they confirm they’re okay with it.
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IMHO, getting it back means you have to sell it now that you know it is defective. Do you want it back? How much of a refund is she wanting and does that make it worth getting it back? If she’s happy with a $5 to $8 refund, you sold the plate for $15/12 and don’t have to process the listing again. If it were my item, I’d go for the partial and not have the hassle of getting it back and relisting, knowing that it’s going to be worth less with the crack.
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The last thing you want Mike, is to pay to have the damaged item shipped back to you. The only exception would be if you question the buyer’s statements, but it sounds like you do not.
I’d offer 50% off of the purchase price, without the shipping. It sounds like she’s being reasonable and I try to reward buyer’s for this. Also, for $10 your problem has gone away.
Let us know how it turns out.. JOE
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Just got a message from her saying she wanted to use it for baking but afraid the crack will make that impossible. so, based on what you guys have said, I guess the best thing is to just let her keep it and issue her a full refund for the plate and original shipping through PayPal. No use having her go to the Resolution Center, open a claim, enter a reason, and then have both a ding on us and also have to pay for return shipping. Correct??
Thanks,
Mike -
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