How to handle this one?

[jellybirddesigns]

Recently sold a pack of fabric remnants/offcuts to a buyer with 11 feedback.

It was 100g of different Mexican cottons and there are usually about 4 pieces in each pack as 100g isn't really much weight. They are meant for small craft projects and I mention as much in the listing.

Anyway, tonight I get a message - "don't think the pack I bought was worth the money".

No other information or what she would like me to do about it.

So, what do you think is the best way to handle this?

[jensmanchester-australia]

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@curraone wrote:

I can only see that the OP offers Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose or don't match description. More information at returns

not for change of mind.    Or do 30 days return always include change of mind?

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What you see is what ebay automatically adds to every listing.

Buyers are automatically covered under consumer law so if you don't want to accept returns for change of mind purchases then you have to click no returns.

A sellers return policy is separate to consumer law and applies to change of mind purchases so once a seller clicks they accept returns they are agreeing to accept returns for change of mind.

Sellers can set up an actual returns policy in there with certain conditions as well...ie they can say returns accepted for change of mind purchases on condition the tags are still attached.

If they don't stipulate any conditions then they are agreeing to accept any return for a change of mind purchase.

As the OP has a 30 day returns policy with no conditions set out then buyers can choose to return an item for any reason.

[curraone]

I see, thanks jensmanchester - that is very clear.

I'm glad I don't offer it then.

[rocket2retro]

Given there no actual photo of exactly what is being sold, I'd say you'd find it very hard to win any INAD case. I think the listing should have the typical combined size eg 40cm x 40cm or whatever it may be.

I would have no no idea how much fabric 100 grams would be in area.

Perhaps a photo with a typical selection of fabric witth a ruler in the photo would be beneficial.

The longer I sell the more I realise that the photos/description need to cover every aspect (essentially a disclaimer) of the item being sold.

By not being very specific in all areas you leave yourself open to buyer's, like the one you mention, to dispute.

[jellybirddesigns]

Thanks for your responses.

As an update, I messaged the buyer and asked her how she would like me to resolve the issue.

Her response was that I should "change the front photo to show what you actually get". I have approximately 20 mexican fabrics, so of course I can't say EXACTLY what a buyer will get in their order - it's random.

She still hasn't told me what she would like me to actually do to resolve her complaint.

Or maybe she just wants to complain?

In the listing I do mention that the photographs show a sample of what I have - it's based on what I have left over after I use the fabric to make my cushion covers. There are 3 photos in the listing which give an idea to the buyer of what I could send.

I will add more information to my listing to indicate that the fabrics they will get will be a random selection and that there will be approximately 4 pieces in the pack. 

[digital*ghost]

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@cushioncovers wrote:

Thanks for your responses.

As an update, I messaged the buyer and asked her how she would like me to resolve the issue.

Her response was that I should "change the front photo to show what you actually get".

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Sounds to me like they're disappointed, but don't necessarily want anything to be done about it other than an update to the listing.

With a listing like that, I'd probably show 4pcs in the main gallery image, possibly with the watermark saying 'random sample', and then have other images showing further examples. I'd also have the word 'random' in the title (if you didn't already), then if it's based on weight I'd say 100g (approx 3-4pcs fabric, with an average size per piece).

Alternatively, I'd make up a few pre-made lots and do a variation listing, allowing people to select the exact lot that they want from maybe 3-4 selections. Then, if one sells and I have another lot to list, change the images for the sold one and update the stock quantity. A little more upkeep, but should (hopefully!) avoid any disappointed or confused buyers. 

[springyzone]

I would not offer a refund but perhaps offer to send a couple of extra samples to make up for her disappointment.

I know this might be a pain but what I would do in future ads is wait till I had remnants ready, then put them together in lots, photograph them and sell them that way.

What is in the photo should be what they get.

I personally realise 100g isn't much, as a buyer I wouldn't have been expecting a lot, but some buyers honestly have no idea. Your ads need to be more explicit-show the actual samples and approx sizes of each sample.

I know some sellers favour this 'random bundle' method of selling but it often ends badly. As a buyer, I still recall many years ago I bought some doileys like this. The seller showed a table covered with about 20 of them, most embroidered and a lot quite good sizes. The ad said buyers would get 5 random doileys.

I bought a bundle and got one small embroidered one in my sample, all the rest were plain and fairly small. I was disappointed. i gave good feedback, but i was disappointed and felt a bit cheated. I guess you can tell by the fact that all these years (about 14) after the event, I still feel annoyed.

I can't think of anything more likely to annoy a buyer than to leave them with the impression that what you advertised was better than what you doled out to them.

Don't do it to yourself would be my suggestion. Not unless you are prepared to go the other way and send MORE & better than a person would logically expect.