eBay forced a refund for what was really a just a buyer being picky

[1oldrustything]

So, I got a return request for a Funko pop that a buyer admitted he look pretty close up to see this little flaw in the corner of the package. I told the customer that I don't see damage, it doesn't effect the item and that even after seeing the photos I would have still sold this as new, and that Funko's often come with flaws on the box just like it or similar. And when I asked eBay to step in and close the case they decided against me. I sold the item as new, I didn't promise mint, or collector grade, it's Funko's own policy that the box is not considered part of the item, but eBay forced this refund anyways.  What is the best way to approach an appeal, I'm really considering pulling all my inventory over this. This is not a defect or damage, and I really feel like eBay allowed this very picky customer to abuse their return policy, by claiming this little flaw measuring less than 1mm on the box of a toy is somehow a defect, that somehow stops the toy inside the box from being usable.   

[sugar249]

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@1oldrustything wrote:

 I felt if a toy was being offered at retail + shipping someone would expect it to be of average quality, which I feel this one was. It was still new by every definition, the itself it not broken or defective, and I truly feel the buyer was allowed to abuse the defective item refund policy.

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Why should they expect it to be of average quality,   new is new, not average.  Thats your opinion, but if you are selling it as new,  it should be new, not damaged

[sugar249]

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@curraone wrote:

I think what sugar is saying (a bit harshly 😀)  

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Oops,

[katistrophik]

Funko's policy........... Your policy.......... None of that matters, only ebay's policy

[*sons_and_daughters*]

I collect die cast models. The condition of the box is extremely important. It significantly adds to the value. I don't know if it's the same with the dolls you sell.

I read several years of threads on these forums before I started to join in a few months back. One thing I noticed were clothing sellers getting the rough end of the stick. A buyer would claim "defective" for a pulled thread on a second hand shirt that was inside and couldn't be seen. They would get a full refund and get to keep the item, because apparently, it wasn't as described.

What I gained from that was, you have to describe absolutely everything about the item you are selling. If a tea cup has a tiny chip on the base, it needs to be mentioned. If a box has a factory created crease, it needs to be mentioned. If the toy has a tiny black dot on a hand, mention it, even if it is still factory sealed. If a dress has the tiniest bit of loose thread in the hem, mention it. Go over ever inch of the item and list everything you can see. It's the only way to cover your butt. If you don't, buyers will hit you up for a refund, even when they don't deserve it.

In future, if this happens again, request the buyer return the item. That way, you have it back and you can relist it, rather than a buyer getting a freebie, which is what they were after in the first place.

[digital*ghost]

If something like this ever happens again, get on to eBay chat (or phone if available where you are), the system is automated and will never side with a seller, but a staff member can listen to reason and act accordingly. 

The condition specifics refer to items, not the packaging of items, "in box" doesn't mean "in flawless box". If it did, people could claim INAD on an iphone because of a similar packaging flaw, lol. People deciding on their own that packaging is part of the product for collectible purposes doesn't mean INAD 🤣 and I say that as someone who has a pretty big collection of boxed figurines. 

[p9games]

>>> The condition specifics refer to items, not the packaging of items, "in box" doesn't mean "in flawless box".

It might be true with general consumer goods but is absolutely NOT accurate or relevant when the goods being sold are collectible.  Condition of the packaging is relevant to the purchase of collectible items, when the quality of that packaging is a major factor in the long term value of the item.

[p9games]

Ultimately you can add whatever disclaimer you want.  People don't read listings and will dish out negs or demand refunds no matter what you have in your listing.  If this is one out of a thousand, changing your listings will probably not do much to sway that 1 in a 1000 person that's going to find a reason to complain no matter what.

[digital*ghost]

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@p9games wrote:

>>> The condition specifics refer to items, not the packaging of items, "in box" doesn't mean "in flawless box".

It might be true with general consumer goods but is absolutely NOT accurate or relevant when the goods being sold are collectible.  Condition of the packaging is relevant to the purchase of collectible items, when the quality of that packaging is a major factor in the long term value of the item.

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That is a market perception - the market can decide to make anything "collectible" and then decide X thing affects the value of the item, it doesn't mean if that thing isn't flawless on purchase that it's suddenly not as described (the word "significantly" used to precede that phrase, anyone remember that? There's a whole host of things that would get up buyer's noses but not count as 'not as described' - the item smelling like smoke, for example, even collectible items, lol). Things not meeting someone's exacting standards but being exactly what they bought does not = not as described.

If it was different for different items, the condition specifics would be different in different categories - they are not. I'm not saying sellers should list banged up boxes with stock photos and not mention the box is banged up, but this is not an INAD case. 

[sugar249]

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@digital*ghost wrote:

The condition specifics refer to items, not the packaging of items, "in box" doesn't mean "in flawless box". If it did, people could claim INAD on an iphone because of a similar packaging flaw, lol. People deciding on their own that packaging is part of the product for collectible purposes doesn't mean INAD 🤣 and I say that as someone who has a pretty big collection of boxed figurines. 

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That is your  opinion,  most logical buyers would expect the box and contents to be in new condition.  The one in the picture is obviously flawed.  If you are happy with flawed boxes in your collection, that is your decision.

I have a large collection of items, and when people buy them it can subtract 20 to 30% of the value for damaged boxes.  

[digital*ghost]

A small flaw in a box doesn't mean "not new condition". 

This is insanity - Funkos aren't something like comic books or highly prized trading cards where there's an offiical grading system for every aspect of the item's condition, they're a toy in a box that most people take out of the box and have around their house like a knick knack, meaning the box is worthless and discarded much of the time. One buyer gets antsy about a barely visible flaw and people are talking about "long term value" as if they're some kind of precious thing and will appreciate like, I dunno - original Star Wars figurines instead of beanie babies (the latter is 99.9% more likely). 

You're all basically saying that because an item potentially won't increase in value because some other people will agree that a small flaw in a box devalues the item in the box, the item is not as described. Just because some people collect them does not mean the seller is in the wrong here - my iphone comparison stands, because some people collect those and want absolutely everything in flawless condition - item is for purpose X, buyer wanted it for purpose Y, it's fine for purpose X but slightly less perfect for purpose Y does not automatically mean INAD.

I will die on this hill. 🤣