topic Re: A Bit Cheeky... ? in Selling

A Bit Cheeky... ?

digital*ghost — Wed, 10 Dec 2014 12:07:51 GMT

I want to preface this by saying I've already decided how to handle this, but also.... I'm procrastinating (unwisely) before getting stuck into a couple of hours work before bed, and was just a little curious to see how others would react to it.

So, the situation is, I sold an item earlier this year, 8 months ago in fact, and around 2 months after the sale, I received a message saying that it had broken and a replacement was requested. I was happy to oblige, and posted off a postage-paid bag so that they could return it to me at no expense.

I then never heard from them again.

Until today, when I received the item in the mail, postmarked 7th December. No note, letter, eBay message or email, just the item (which was, effectively, broken).

I don't have an express warranty on my products (this was one of my handmade items), but they are intended to withstand a good bit of use, plus I want to know if/when they don't so I can improve them wherever possible, but the 6-month delay in contact to receiving the item back, with the apparent expectation the replacement offer is still good has struck a bit of a nerve, particularly as there was absolutely no contact from the buyer once I replied and let them know the pre-paid bag was on the way.

I'm going to replace it, because in actual fact I expect these particular items to last longer than 8 months myself, but I'm still (irrationally?) miffed.

What say you....if anything at all?

Re: A Bit Cheeky... ?

cmcoins2000 — Wed, 10 Dec 2014 12:12:34 GMT

@digital*ghost wrote:
I want to preface this by saying I've already decided how to handle this, but also.... I'm procrastinating (unwisely) before getting stuck into a couple of hours work before bed, and was just a little curious to see how others would react to it.

So, the situation is, I sold an item earlier this year, 8 months ago in fact, and around 2 months after the sale, I received a message saying that it had broken and a replacement was requested. I was happy to oblige, and posted off a postage-paid bag so that they could return it to me at no expense.

I then never heard from them again.

Until today, when I received the item in the mail, postmarked 7th December. No note, letter, eBay message or email, just the item (which was, effectively, broken).

I don't have an express warranty on my products (this was one of my handmade items), but they are intended to withstand a good bit of use, plus I want to know if/when they don't so I can improve them wherever possible, but the 6-month delay in contact to receiving the item back, with the apparent expectation the replacement offer is still good has struck a bit of a nerve, particularly as there was absolutely no contact from the buyer once I replied and let them know the pre-paid bag was on the way.

I'm going to replace it, because in actual fact I expect these particular items to last longer than 8 months myself, but I'm still (irrationally?) miffed.

What say you....if anything at all?

Hi DG.

Why wouldn't you be 'miffed'.

8 months - not a word - just a returned 'broken' something in a bag.

More curious than miffed.

Sure it ain't from a well meaning rel for Xmas.

Kidding - still curious.

Will await further.

Sleep good.

Re: A Bit Cheeky... ?

harley_babes_hoard — Wed, 10 Dec 2014 12:22:40 GMT

well I certainly would not refund or replace after that time sorry. they had their time when you sent the bag. Also it teaches the buyer that they can get away with this caper and will continue to do so.

Re: A Bit Cheeky... ?

horizon1907 — Wed, 10 Dec 2014 12:28:34 GMT

Agree h b h I think the same. Let's em think this is the norm.

Re: A Bit Cheeky... ?

digital*ghost — Wed, 10 Dec 2014 12:31:08 GMT

They actually returned it in the original padded bag I sent, though it was looking a bit worse for wear I recognised it immediately because I handwrote my N&D on the front, and it's the only one I put out there that hadn't come back to me as yet. 😄

I would presume if they had posted back 6 months ago, I would have heard from them at least once since then, so feel relatively confident that (and the post mark) can rule out a long holiday in the AP ether. I'm actually just as suprised they didn't contact to confirm the address was still valid. o_O

Harley, if it was anything other than one of my handmade items, which is from a product line that needs to be relatively hardy, I would agree, but I take a great deal of care and time to ensure as much as possible that I'm putting out a quality, long-lasting product, and have actually been contemplating introducing an express product replacement warranty - undecided if for 6 or 12 months, though. I dislike how they've gone about it, but I don't want to let that influence or deny what I would offer to any one of my customers whose item broke, so that's why I'm still replacing.

Re: A Bit Cheeky... ?

bigbrickshop — Wed, 10 Dec 2014 12:37:15 GMT

More than a bit cheeky to leave it this long.

Maybe the envelope has been rolling around in their car all this time and they've just found it and taken the chance to post it back and see what happens. May be too embarassed to add a note in the envelope.

Re: A Bit Cheeky... ?

harley_babes_hoard — Wed, 10 Dec 2014 12:43:58 GMT

worse still they hung on to the original packing for 8 months ....really who does that unless you are a scammer.

Re: A Bit Cheeky... ?

amber-eyed-girl — Wed, 10 Dec 2014 12:53:39 GMT

Most peculiar.

It is what it is, and all I would do if it were me would be to thank them politely for their return, and confirm their address for the replacement as some time has elapsed since the original sale.

(Making a point but one that would go straight over their head in all likelihood)

Re: A Bit Cheeky... ?

digital*ghost — Wed, 10 Dec 2014 12:59:20 GMT

@harley_babes_hoard wrote:
worse still they hung on to the original packing for 8 months ....really who does that unless you are a scammer.

The only way this could be a scam would be if they lied about the item being broken in the first place, and decided to try their luck now that it actually is, but then it's the lie that would have been an attempt at a scam that didn't quite pan out at the time.

But the thing is, it will cost me virtually nothing to replace - the item in question is about 90% salvageable, and the components aren't really something that devalue or wear out after use, there's just a couple of little bits that didn't stand the test of time like they should. And like I said, if it's something I would do for any one of my customers after this amount of time, then that includes someone who didn't go about it quite the right way. I'm not trying to teach them what they can expect from all eBay sellers, just show them what they can expect from me - hmm, how about some ideas for a note I can include in with the return?

"You got lucky.....this time".

😄

Re: A Bit Cheeky... ?

digital*ghost — Wed, 10 Dec 2014 13:08:05 GMT

@amber-eyed-girl wrote:

(Making a point but one that would go straight over their head in all likelihood)

Yup, so I'm thinking aim (innocently and inoffensively) low.

Re: A Bit Cheeky... ?

bakeandfry — Wed, 10 Dec 2014 19:19:47 GMT

Ok digital*ghost, what do you sell?, i dont go in full site often, and when i do and touch your name ( sounds kinky dont it 😉
You dont have any listings, ( yes i realise that you use this id as posting).

Re: A Bit Cheeky... ?

falconsportspack — Wed, 10 Dec 2014 20:05:36 GMT

@harley_babes_hoard wrote:
worse still they hung on to the original packing for 8 months ....really who does that unless you are a scammer.

I've been hanging around the boards since I first joined eBay in 2002 & am well known, & liked, by quite a few present & former boardies. I've hung on to some packaging from items I've bought over the years. Some of it I'm storing stuff in & some I'm keeping in case it comes in handy one day to put something in. Does that make me a scammer? I don't think so.

Re: A Bit Cheeky... ?

harley_babes_hoard — Wed, 10 Dec 2014 20:18:40 GMT

if you are keeping it for the purpose of sending something back 8 months later yep afraid so

Re: A Bit Cheeky... ?

digital*ghost — Wed, 10 Dec 2014 23:42:49 GMT

@bakeandfry wrote:
Ok digital*ghost, what do you sell?, i dont go in full site often, and when i do and touch your name ( sounds kinky dont it 😉
You dont have any listings, ( yes i realise that you use this id as posting).

Mostly jewellery, but while I won't say explicitly here and now, this was a more practical kind of item, used to secure things, and crafted primarily from steel, so that might help show why I (and my buyers) have the expectation that it would last a decent amount of time.

Re: A Bit Cheeky... ?

retailtherapist_8 — Thu, 11 Dec 2014 00:14:56 GMT

I think its an absolute credit to you that pride in your own work and artistry takes priority over commercial gain.

It says much about your integrity & character.

You are a true Artist digi..........

Re: A Bit Cheeky... ?

digital*ghost — Thu, 11 Dec 2014 01:01:41 GMT

Thank you

Re: A Bit Cheeky... ?

springyzone — Thu, 11 Dec 2014 05:14:21 GMT

I'm intrigued how you were meant to know who the parcel came from.

I realise you sent them a pre paid return bag but I am assuming it didn't have their address on it?

So without their address or an enclosed note, and many months after the initial contact, how can they assume you will know who it is from or that you will still have access to their records?

It is all credit to you that you have remembered.

For myself, I would be inclined to hold onto it for at least a month and see if they do contact you, asking about the replacement.

If they do, just reply you got it but could not know who on earth it was from as it had no cover letter.

If I never did hear from them, I am afraid i would not send a replacement.

-----------------------------------

If you do decide to send it off right now (which i think is what you are planning on doing) I would enclose a stiff letter.

They can't hurt you now, with bad feedback or anything else. Just say that a cover note would have been courteous and they were lucky you have so few returns that you were able to remember them or find their address.

That 6 months after a return has been discussed is usually too late but as a special concession you will exchange it this time-but they're lucky!!

Re: A Bit Cheeky... ?

cherry*135 — Thu, 11 Dec 2014 07:26:36 GMT

That 6 months after a return has been discussed is usually too late but as a special concession you will exchange it this time

I would add something like that also. Just to give them a reality check..that refunds/replacing after 8 months from sale date (or several months after the reply paid bag was posted to them to return the item in) is not the norm.

Re: A Bit Cheeky... ?

pickapresent13 — Thu, 11 Dec 2014 07:57:36 GMT

DG, you obviously take pride in the product you make, and go the extra mile to look after customers and keep them happy. I am a little miffed, and curious, about one thing though.

Why do you not like to divulge exactly what you sell, or post on here using your ebay selling name ? Wouldn`t it be good for business if others in the forum knew who you were ? I can only vouch for myself, but I`m pretty sure others would agree, if I was after something that you sell, I`d preferably buy it from you rather than another eBayer, as I`d feel confidant I was going to receive it and have a good customer experience.

Unfortunately, as I really have no idea what you sell, or what your eBay name is, I also have no idea if I want/need whatever it is you sell. As I said, just curious as to the reasoning behind it thats all

Re: A Bit Cheeky... ?

digital*ghost — Thu, 11 Dec 2014 08:51:39 GMT

@pickapresent13 wrote:
DG, you obviously take pride in the product you make, and go the extra mile to look after customers and keep them happy. I am a little miffed, and curious, about one thing though.

Why do you not like to divulge exactly what you sell, or post on here using your ebay selling name ? Wouldn`t it be good for business if others in the forum knew who you were ? I can only vouch for myself, but I`m pretty sure others would agree, if I was after something that you sell, I`d preferably buy it from you rather than another eBayer, as I`d feel confidant I was going to receive it and have a good customer experience.

Unfortunately, as I really have no idea what you sell, or what your eBay name is, I also have no idea if I want/need whatever it is you sell. As I said, just curious as to the reasoning behind it thats all

Well... The short answer is I never wanted to generate interest in my items via posting in the forum, I kid you not when I say that one of my underlying thoughts regarding my items and their sale is that if someone who would like them is meant to find them and buy them, they will, so I feel no incentive to do anything that garners interest via a forum where all I'm trying to do is learn, help and discuss. (I don't mean that to suggest I don't do any marketing at all, though, just that that's not what I want to do here, and it means I can talk about my items - almost - freely without it looking like I'm giving the forum a hard sell 😄 ).

That, plus mild neuroses with a dash of paranoia.

Longer answer in the spoiler.

The fact is I never felt comfortable posting here with my selling ID (I did start out using it to post here, some years back, but I always felt like I was putting my delicates drawer on the table and inviting people to look through it. I ran fortnightly auctions only back then, and always avoided the forums entirely whenever I had anything listed).

I created this ID to ask a sensitive question, started using it for my buying activity, and found I could relax more and not filter what I say when posting if I didn't have to worry about what anyone thought about my items or listings, or wouldn't go take a look at them if I said something related to selling. (I realise that might sound lame to some people, and I expect a few will think it silly, but I simply can't help it, and I've posted with my selling ID a couple of times since I established this one as my posting ID and felt even more strange just because most people are familiar with this ID - a lot of people do actually know my selling ID, but it strangely feels like going incognito when I use it now, and my posts come out unintentionally formal and stiff, sometimes to the point of being snide, which I don't like).

And....why don't I be explicit about I sell, well, the fact is is I was more explicit, it would reveal my selling ID completely because I'm the only one in Oz with a store who does what I do to the extent that I do, and while I don't actually have any qualms about divulging my selling ID in the majority of cases, (I have told everyone who's asked, several who haven't, and never took any great measures to protect the ID, short of not being explicit about it and my items in the public forum), the notion that my selling account is at greater risk due to forum activity is very hard for me to shake, as while it doesn't happen too often, people taking offence to something someone said and trying to sabotage a seller's feedback etc does happen - you don't even have to say something offensive, I have seen it happen to someone when they tried to help an OP quite politely, but it was misunderstood and the OP immediately went and bought something to leave bad FB, and I don't trust eBay enough to recognise such an instance and support me (certainly not easily) if my FB is sabotaged.