05/30/2020 at 7:12 am #77934
So, I was contacted by a buyer. She wanted to know if I would consider “free shipping” on a $160. cookie mold. Sure! I was just glad she didn’t ask for a deep discount like most. The buyer paid for the cookie mold without letting me know she was about to purchase, then contacts me to refund her shipping. Ugh. Ok. I did refund her shipping through PayPal. I have a “no returns” policy on my ebay and am a Top Rated Seller. Today, the buyer sends me an email that she did not like the inherent “line” going down the middle of the mold and would I consider accepting a return on this. NOPE. I sure won’t. It was clearly visible on the photo I posted on ebay. I also have another mold like this and it too has the inherent line. I think I should just ignore her request.
Anyone else have a suggestion for how to handle this? I though in one of the podcasts, Ryanne or Jay stated that as a Top Rated Seller, you have to take returns, but I don’t “think” I have to if I have a “no return” policy. Am I wrong? I often am 🙂0
06/01/2020 at 5:46 pm #78005AnastasiaParticipant
- Location: Anaheim, CA
If you have a no returns policy, and her reason for wanting to return is “just didn’t like it,” then you don’t have to accept the return. The only time you’d have to do that is if she opens a return for “item not as described.”
I’d just very politely let her know that you do not accept returns and leave it at that.
- This reply was modified 4 weeks ago by Anastasia.
06/02/2020 at 12:50 am #78011
Thank you, Anastasia. So far, I have just not responded to her. I don’t want to give her a reason to leave a bad review. I was unsure of what to do. If she asks again, I will remind her about my no returns policy.0
06/02/2020 at 9:35 am #78021debitendcreditsParticipant
- Location: Albuquerque, NM
I would go with the polite refusal. If you ignore her she may just pursue an INAD. If she is unreasonable, there really isn’t any recourse you have, so you might as well stroke her ego.0
06/02/2020 at 9:40 am #78022
Don’t know if this is still true but Ebay used to track in their metrics if you responded to a customer anf if so how quickly you responded.
We try to answer every customer message to us within 24 hours regardless of what we are going to say to them.
Just one of our SOP’s
mike – mdcgfa0
06/02/2020 at 10:01 am #78025
Thank you debitsandcredits and Mike. The buyer did state in her email that she “didn’t like the line going through the cookie mold.” I feel that the photo clearly showed the line. But I appreciate both your advice and comment. I will get back to her today. Always good to hear another perspective.
06/02/2020 at 11:10 am #78028SharynParticipant
- Location: Central NJ
The line looks like damage – a crack – and there appears to be chips along the edge. Maybe it is just the photo, but I can’t really tell whether there is damage or not.0
06/02/2020 at 11:25 am #78029debitendcreditsParticipant
- Location: Albuquerque, NM
Oh I have every confidence you are 100% in the right. But if she files an INAD (even if she is in the wrong) there is nothing you can do.0
06/02/2020 at 11:36 am #78030
06/02/2020 at 12:14 pm #78031
That looks like a crack to us. Flip it over and see if there is a line in the same proximity. If so then it is more than a crack, it will be a break if it goes all the way through. If so then it was probably broken in half then glued back together, meaning repaired.
If that is the case and you didn’t state it there is an Item Specific that asks if any repairs were made or modifications were made and what those modifications were. That along with the description that goes into the “Condition” box, were it gets noted agagin, will certainly be an INAD situation if nothing at all was mentioned.
using “As Is” is hard support if something is broken and glued back together and there is no mention of it.
But worth a look to flip it over and check.
mike – mdcgfa0
06/02/2020 at 12:18 pm #78032plightParticipant
Maybe offer her a discount for the crack?0
06/02/2020 at 3:28 pm #78037SharynParticipant
- Location: Central NJ
Your condition statement is “Rare-gently used”. Your buyer might have thought it part of the design since the condition statement doesn’t include any mention of a crack. Or, maybe they didn’t realize the extent of the damage.
Personally, I think you should include photos of the back of the mold and a few closeups of cracks or chips. Then, mention the issues in the condition statement. I feel that the way you have it setup opens the door for a “not as described” return, which you have to take.
I offer returns for all my items except for ones that are damaged or non-working. I describe the issues in great detail and many times even mention it in the title. Of all the items I have, I don’t want a damaged item back, and I want the buyer to know very clearly what is wrong with it.
By the way, these molds are really nice, and I know that they are very collectable even with the damage.1+
06/02/2020 at 4:33 pm #78039
Yep we are 100% on board with what Sharyn stated. Use the condition field to mention the obvious flaws. We use words, like chips, cracks, flea bites, scuffed, dented, scratched, bent, etc., etc.
We refine from using words that hint at a graded condition like Mint, Very Good, Fine, excellent condition. Unless you are an expert in a field or on a topic “grading” is best left out because those who do know can get you on the levels of “grading”. You say excellent, and they say “fair” condition, well who is right? But you say it has 3 flea bites but hardly noticeable to the naked eye without magnification, you got your self covered.
Sharyn is also correct on collectible items that are of higher value can be sold with some flaws. Some collectors buy a more damaged piece to fill in gaps in their collection. Then when another one comes along later on that is in better condition, they buy it and replace the more damaged one with the better quality one.
Yes, we always show a lot of photos. The standard sequence is top, bottom, front, back, left side, right side, closer shot of the pattern, close up of any markings on the bottom and then extreme close up of any flaws. We try to get at least 10 shots. Etsy allows only 10 and Ebay 12. We used to shoot 12 but now keep to ten for easy cross posting. Of course on thin items we only shoot the front and back since there are no sides.
mike – mdcgfa in Atl.0
06/03/2020 at 5:02 am #78052
All very valid points! Ugh, I wish I had first passed this through the forum, prior to listing the item on ebay. I have a couple hundred more of the molds, so now I know! I truly did not see it as a “flaw”. I guess I a little over zealous when I listed. Thank you to everyone who shared their thoughts, I truly appreciate it.0
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