Pretty sure the item didn't look like this when I shipped it…

[Warren]

Hello fellow scavengers. Long-time listener, first-time caller…well aside from introducing myself in the newbie part of the forum. I’m looking for some advice on my first return request.

I recently sold a pair of Bose computer speakers I picked up at a local garage sale, that as far as I know seemed to work just fine. According to the buyer when they were plugged in the sound was awful and broke up at times, but I did think it a little odd to get that feedback nearly three weeks after she received the speakers. At any rate, I apologized and sent a shipping label to return the speakers when a return request was opened. When they arrived yesterday and I unpacked them, I noticed the top right corner of one speaker was slightly bent and the other had a dent the size of a pencil eraser right in the middle. While I could see the corner getting banged around in shipping, the speakers went wrapped and were returned (in the same) bubble wrap, making a dent to the middle of the speaker highly improbable. Frankly, it looks like they got knocked off a table or a desk.

So here are my questions: Would you fight this return, and if so, how likely are my odds of success with Ebay? Second, does anyone implement a standing rule on what returns they’ll fight based on the economics of the situation? Like, if this was a $10 mug I’m probably not posting this question, but I’m also not making a ton off this sale and I do this part time so if I’m looking at an hour or more of engaging with Ebay then there’s probably not enough money here to make it worth it. I’m still pretty new to this, but any thoughts would be greatly appreciated.

Thanks in advance!

[Jay]

“I’m also not making a ton off this sale and I do this part time so if I’m looking at an hour or more of engaging with Ebay then there’s probably not enough money here to make it worth it.”

You answered your own question. Just give a refund. All return disputes take time and it doesn’t sound like you have time.

[Ryanne]

although ebay should back you if you think they were returned damaged. but honestly i can’t remember the last time i fought a return for that reason, so not sure how they’ll decide.

[Jay]

It’s a tricky dispute because you have to somehow prove they broke the item. I’ve heard similar complaints from other sellers who sell electronics

[Warren]

Thanks Jay. You’re 100% right. And intellectually I think I was there, but sometimes it’s hard to let go of the piece that makes you just want set up shop in principle land. 🙂

Thanks for all you do!

[MDC Galleries & Fine Art]

Here is something to digest first. Then my answer:

The average inventory shrink rate has increased to 1.44 percent in the retail business

Inventory shrinkage definition includes:
1. Shoplifting/external (including ORC) = 36.5 percent
2. Employee theft/internal = 30 percent
3. Administrative and paperwork error = 21.3 percent
4. Vendor fraud or error = 5.4 percent
5. Unknown loss = 6.8 percent

Based on these numbers-averages is why we just went with Hassle Free Returns a few months back. First think of the overall national average.. it is only 1.44% TOTAL that includes all of #1-#5. I assume we aren’t any different.
So we grossed about $25,000 last year x 1.44% = $360 dollars total. So if we fall into the about average category, to us mind you, $360 isn’t worth me writing any emails to agrue the point. Only when it is going to get us a negative or impact our rating or status.

So, 1 and 2. Our stores do not have to deal with internal employees but our online buyers replace this nemesis. Some buyers will and do try to “beat us out of something” in so many ways. We just tired of sorting through it all. Answering false claims, weird questions, or inspecting returns with swapped out merchandise. Call it what you want, it is going to be a part of your business.
3. This is on us and if we make a mistake in listing, shipping or packing. Just accept it quickly [like in 30 seconds] and move on. Even if you know that the items was described perfectly, just tell them to send it back. And as Jay has mentioned and has been our experience, this weeds out those just fishing for a discount. Nope. Many people believe what the good lord says, “You have not because you ask not”. So many try to get a seller to discount after the fact. But our standard is just like Jay says, Nope. We shoot a short quick email through Ebay messaging that says, “We want all of our customers to be 100% satisfied and am soory to hear that you are not”. Please request a shipping label through the Hassle Free Program and once we receive the item back we will at that time issue you a refund”. That is it. We have only had 3 or 4 returns in years.
#4.. Doesn’t apply because we only buy used items, [mostly]. But occassionaly auction houses will pass something off on us that we didn’t see and end up discovering it right before photography and we just throw it in our to donate pile-bin. Again, easy peasy and we will watch more closely when we preview auction items we will be bidding on later.
#5. We let anything we break, drop or misplace fall into this category.

So all in all, we think of it as a cost of dpoing business. I consider my administrative time valued at $40 per hour. That is $.66 per minute. When you think of that, you won’t spend much time on dealing with any issues like returns, or customers fishing on you or trying to scam you out. Just don’t worry about it, tell them you are soory to hear of an issue and please, by all means send it back. In your case, if it was damaged, how many times does that happen at every retail store in the world. Accept it and move on.

Now that $40 bucks an hour I value my time at, wonder what my cost has been over the years, reading and responding to things here on SL. I think I may be at hundreds od replies. Think that time may add up to months, think how much I could have gotten listed or the value added of those replies.

So see, don’t get caught in the weeds. If you are going to run a business, then remember that businesses have a category for all of this, it is called “shrinkage” and it is just a matter of fact. Make sure you have your profit margins set high enough to cover this Chart of Account expense category.

So dump that stuff in the donate pile, and go list 5 more items. It is refreshing to remove the fears of running a business off your shoulders.

Also don’t get me wrong, ask any of us here on SL your questions. You will get a lot of varieties of answers all aimed at helping those who have helped us. I had to ask a question just the other day. That is the community J&R have shaped here at SL.

Good luck on your part time endeavor and hopefully one day you will announce to all of us that you quit your job and are going full time. 🙂

Kindest Regards,
Mike at MDC Galleries and Fine Art in Atlanta

[sonia]

Mike,
Thanks for always so clearly reminding us of the whole shrinkage fact of life (business wise), plus value of our time. Sometimes it takes a few reminders before I truly buy into something AND remember to implement it as part of my regular operation. This was another really good reminder.
Sonia

[AdventureE]

Mike,

You point out the easy and hard part of selling/doing business – it can be such a personal endeavor evoking very strong personal reactions/response patterns but it can also be just an objective matter of fact set of transactions. And sometimes it can be a mix of both. The line can be hard to find sometimes.

[Warren]

Hi all, I’ve been away a few days, but I just want to thank you all for weighing in with some really fantastic things for me to think about. I wasn’t sure what to expect posting for the first time here, but damn…you all are awesome!

And big shout out to Mike for all the great information in that post! Lots to absorb and look to implement as I try to grow.

Thanks again everyone-W

[Zach]

Also, remember that crazy stuff can happen in shipping. Items get dropped, smashed, and generally abused. I’ve even had solid wood items cracked, despite layers of bubble wrap and a strong box. Don’t always be so quick to think your customer damaged the item and is trying to scam you.

[Author]

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