What happens if the item u have sold breaks when your packing it

[mytwinkies1-2]

What happens if the item you sold breaks when you are in the process of packing it and it is a one-off (you dont have another one to send in its place)?

Do you just contact the buyer explain what happened and then issue a refund??

Is the buyer entitled to leave feedback? I'm sure the buyer is going to be disappointed and I understand that but I dont think its fair to leave unreasonable negative feedback.

With this in mind I want to make sure I handle the situation correctly from the outset so any advice would be greatly.

Thank you

[davewil1964]

Yes, you refund the buyer.

Yes, they can leave negative feedback. Feedback is the member's perception of the transaction, so what you and they consider unreasonable may differ.

From a buyer's point of view a refund may not be what they want. They undoubtedly wanted the item rather than the money, otherwise they wouldn't have bought it.

How you handle your calm, professional advice to them will probably go a long way towards what, if any, feedback they leave.

Just remember, if they are an experienced buyer, they have probably heard the 'it broke/ I lost it/ etc' story before, and may not believe you. You could send them a pic. That might help.

[koalablue12]

When you contact buyer (and I would do it by phone backed up with follwoing message) offer to send photo of broken item, as said above a lot of buyers/sellers have numerous reasons for quitting a sale. If you can speak on the phone you will be able toguage the reaction and they will be able to guage your integrity better than in a message. Accidents happen, unfortunately, far out excuses have somewhat removed the trust we all once had. Good Luck

[koalablue12]

Sorry Dave, I swear your last line re the pic was not there when I read it!!! time to clean the glasses 😄

[yarmak]

Just explain what happened.Be truthful.Offer to refund $$$ and ask what the buyer wants to do some still go ahead with buying.Let them be in control to make this decison.

It always works out never fear

Dave

[phorum_junkie*]

Buyer may be sceptical so I would email them with a picture of it inb broken condition and tell them you have issued a full refund.

They can still ekave you a neg but if you have proved you haven't just changed your mind about selling it then there is every chance they won't.

[wishuponastarcelebrationsandgifts]

This actually happened to me a few weeks ago. I accidentally dropped and broke the last of an item I had in stock and it wasn't an item I was going to restock.

I sent a message immediately to the buyer advising what had happened and asked if they would like a refund or a replacement of the item in another design that I had in stock.

The buyer was very understanding and elected to have the item substituted.

At the end of the day I think whether a neg is left or not comes down to the individual buyer and the specifics of the transaction. If it was an item that was won at auction for a very low price, the buyer may be more likely to be sceptical that the item broke. I only say that, as I have read quite a few posts on the boards indicating some sellers will try to get out of honouring these sales.

I find most buyers are very understanding in these types of situations. I think the critical factor is to contact them immediately and explain the situation, however you choose to do it. I wouldn't call a buyer, nor would I send them pictures, as I would not expect this of a seller myself. In saying that, if you feel that this will put your mind at ease or feel the customer would prefer this then by all means do this.

[phorum_junkie*]

I find most buyers are very understanding in these types of situations.

As do I but unfortunately too many sellers now tell buyers thst an item is broken because they did not get as much as they hoped for it and the buyer accepts the refund, possibly leaves pos feedback and then sees the same item listed a week later at a higher start price.

If the genuine seller of a broken item comes along later then the buyer is not going to believe them which is why I would always send a photo.

[typan12]

I noticed many people have advised to send a pic to the buyer however, I feel it is important to clarify that it is prolly better to send a pic of the actuall broken item.  Now I am sure you have a lovely family and you are all photogenic however I am not sure if the buyer would understand how a family portrait or some photos of a beautiful sunset has to do with whatever they  wanted and is now broken.

If however they do accept a re-imbursement all is not lost for you financially: you now have the option of hitting the thing a few more times with a hemmer, relisting it, and letting potential  clients know they will soon be proud owner of a one of a kind, exclusive 3D jigsaw puzzle.  Because of the exclusivity of this item, this will also bring for you added bonuses like sales of superglue for assembly…. I would mention, also, they are sold separately.

I have always found it brings me closer to the people I love most, when we bond and assemble models and so on. 

This however excludes items bought from Ikea or anyone else, who sells things sold in a flat packs.  I am sure the person who puts these items together and includes a diagrams that looks like they been drawn, and illustrated by a bunch of kindergarten kids doing an arts assignment, has either a strange sence of humor or is a regular member of AA.

The picture never matches the product you think you have bought, there are never enough screws or nuts and they are normally marked wrong. The instructions are very understandable, providing you have an advanced university   degree in dead languages or have a working knowledge of Chinese, Taiwanese, or Indonesian. 

These are all wonderful countries to visit, and are so cheap to boot. 

Cos I never have too much trouble getting these things together, the trouble is what to do with all the spare parts and screws left over…. This is because I am a man and have never had any need of either instructions or maps.

Have you ever noticed though, They are never as sturdy as the ones in the store ?.

 Which reminds me, selling on eBay means your public relation skills need to be a lot better than those of someone who works in a Bricks and Mortar (B&M) store. People cannot see for themselves what your merchandise is truly like.  This means being extreemly honest, upfront and going way beyond what is expected from what would normally be considered.

[foxette-in-sox]

ROFLMAO @ post 13

:^O:^O:^O:^O:^O:^O