Thanks again, going to pull down most of the info on the thread until I can talk it out with him. Based on his latest posts its clear he put together a jack set and bought this, decided he liked the jack set more despite the higher cost and is returning this now claiming it was more worn than he thought....
Going to store the thread stuff here if you don't mind
Sold a set of Aransas Queen chips on eBay and the buyer is asking for a refund and citing the reason as "arrived damaged".
Note: I'm assuming with eBay's 'the buyer is always right no matter what' policy I'm SOL in general but I'm hoping to use this thread for some guidance on the particular and for general venting.
Facts:
- 11/4 - 12/10: A dozen in a half messages between a potential buyer and me including whether I'd ship FPO, whether he could add additional racks, and asking for more pictures as he saw "a few flea bites". I responded that there are flea bites and provided additional pictures (see below for the photos sent of the chips they received).
- 12/9: We decide on a price for the exact breakdown he wants, I resist the item to update the specific denomination request.
- 12/10: He buys the item and the chips are sent via my normal bomb-proof packaging (double USPS MFRB, Warneke boxes padded with multiple layers of bubblewrap to allow no additional movement, 100 chips to each Warneke box, all new boxes that were then taped to ensure they couldn't open up accidentally.
- 12/20-12/24: delivered sometime between 12/20-12/24 (hard to tell with the details USPS tracking provided (see photos below).
- 12/30: Receive a message from the buyer "Love the chips thank you for putting this together. I only wish I could make a tournament set as well, shipping was surprisingly fast thank you again!"
- 1/3: Receive a message from the buyer "Sorry to email you again but I think I was a little premature on the last email. After looking at the ones and the rest fives I thought I could clean some of the fives but there was no joy and the majority of the ones are in pretty rough shape. I think I’m gonna have to request a return if possible. I really do appreciate all your effort in making this happen and I do apologize. You are a great seller and if you come across another set in the future maybe we can work together again. Thank you again."
- 1/3: Received a refund request. "Reason: Arrived damaged" "Comments: Multiple chips and cracks in the $1 and $5 chips and minor chips and gouges in the $25 chips. Black discoloration on the $5 chips."
- 1/9: Deadline for me to respond to him for either a) Accept the return b) Give a full refund c) Offer a partial refund d) Send the buyer a message
First Impressions (venting):
- Obviously I'm a bit annoyed given how much time and effort I put in with this buyer only to have them turn around and ask for a return.
- I'm slightly annoyed about being out of ~$30 in shipping fees to him and back.
- I'm more annoyed that the reason is he didn't like the condition despite the fact it was clearly provided to him via messages and pictures.
- I'm most annoyed that he is trying to get a refund via "Arrived Damage" (since they arrived in the same exact condition as the chips pictured) and that apparently I could receive a "Defect" on my eBay account. To boot, I have a 14 day refund policy so even if they arrived to him on 12/20 (could have been as late or later than 12/24 - see photos) my understanding is he could have returned it due to "buyers remorse" which wouldn't hurt my account in anyway and still gotten him his money back).
Questions:
1) Is there anyway I don't have to refund this or could force him to accept a partial refund? Reading up on it I doubt it. I read I could challenge it but even then I'd likely lose and may end up with him keeping the chips, me still having to refund him, and a "Defect" on my account.
2) Can he cancel/change his request from "arrived damaged" to "buyers remorse" under the 14 day refund policy on the item? Obviously this would be tricky because I'd be relying on him to do it in the necessary amount of time before eBay steps in (1/8).
3) If he won't budge and I need to refund him, how do I challenge his reason aka a "Defect" on my seller account? I believe I can only do this until after I've received the item back? Online message boards noted this involves calling up eBay within a strict 3-day window (of receiving the item?) and provide evidence that would show the buyers actual reason for returning is "buyers remorse". Per the boards this would be the buyer saying they "bought the wrong model" or something of the like.
My planned next steps:
- I've accepted I'm likely going to have to refund in full and take the hit on the shipping.
- I'm planning on reaching back out to the buyer and asking them questions that whose responds might help me fight the "Defect" "Arrived Damage" bullshit. This would include asking (better wording but the gist):
+ If the package arrived damaged/was the packing insufficient?
+ Did the item delivered differ from the pictures provided? If so how?
+ Please provide more detail into the "cracks" noted in the damage.
- Not sure how he'd respond in a way that doesn't basically admit he got what he paid for but we'll see.
- Calling up eBay on Monday and going over the whole situation with them (prior to making any action on his claim).
Any help, advice, or sharing of shit stories to make me feel better would be greatly appreciated. Thanks for reading this long post!
Going to store the thread stuff here if you don't mind
Sold a set of Aransas Queen chips on eBay and the buyer is asking for a refund and citing the reason as "arrived damaged".
Note: I'm assuming with eBay's 'the buyer is always right no matter what' policy I'm SOL in general but I'm hoping to use this thread for some guidance on the particular and for general venting.
Facts:
- 11/4 - 12/10: A dozen in a half messages between a potential buyer and me including whether I'd ship FPO, whether he could add additional racks, and asking for more pictures as he saw "a few flea bites". I responded that there are flea bites and provided additional pictures (see below for the photos sent of the chips they received).
- 12/9: We decide on a price for the exact breakdown he wants, I resist the item to update the specific denomination request.
- 12/10: He buys the item and the chips are sent via my normal bomb-proof packaging (double USPS MFRB, Warneke boxes padded with multiple layers of bubblewrap to allow no additional movement, 100 chips to each Warneke box, all new boxes that were then taped to ensure they couldn't open up accidentally.
- 12/20-12/24: delivered sometime between 12/20-12/24 (hard to tell with the details USPS tracking provided (see photos below).
- 12/30: Receive a message from the buyer "Love the chips thank you for putting this together. I only wish I could make a tournament set as well, shipping was surprisingly fast thank you again!"
- 1/3: Receive a message from the buyer "Sorry to email you again but I think I was a little premature on the last email. After looking at the ones and the rest fives I thought I could clean some of the fives but there was no joy and the majority of the ones are in pretty rough shape. I think I’m gonna have to request a return if possible. I really do appreciate all your effort in making this happen and I do apologize. You are a great seller and if you come across another set in the future maybe we can work together again. Thank you again."
- 1/3: Received a refund request. "Reason: Arrived damaged" "Comments: Multiple chips and cracks in the $1 and $5 chips and minor chips and gouges in the $25 chips. Black discoloration on the $5 chips."
- 1/9: Deadline for me to respond to him for either a) Accept the return b) Give a full refund c) Offer a partial refund d) Send the buyer a message
First Impressions (venting
):- Obviously I'm a bit annoyed given how much time and effort I put in with this buyer only to have them turn around and ask for a return.
- I'm slightly annoyed about being out of ~$30 in shipping fees to him and back.
- I'm more annoyed that the reason is he didn't like the condition despite the fact it was clearly provided to him via messages and pictures.
- I'm most annoyed that he is trying to get a refund via "Arrived Damage" (since they arrived in the same exact condition as the chips pictured) and that apparently I could receive a "Defect" on my eBay account. To boot, I have a 14 day refund policy so even if they arrived to him on 12/20 (could have been as late or later than 12/24 - see photos) my understanding is he could have returned it due to "buyers remorse" which wouldn't hurt my account in anyway and still gotten him his money back).
Questions:
1) Is there anyway I don't have to refund this or could force him to accept a partial refund? Reading up on it I doubt it. I read I could challenge it but even then I'd likely lose and may end up with him keeping the chips, me still having to refund him, and a "Defect" on my account.
2) Can he cancel/change his request from "arrived damaged" to "buyers remorse" under the 14 day refund policy on the item? Obviously this would be tricky because I'd be relying on him to do it in the necessary amount of time before eBay steps in (1/8).
3) If he won't budge and I need to refund him, how do I challenge his reason aka a "Defect" on my seller account? I believe I can only do this until after I've received the item back? Online message boards noted this involves calling up eBay within a strict 3-day window (of receiving the item?) and provide evidence that would show the buyers actual reason for returning is "buyers remorse". Per the boards this would be the buyer saying they "bought the wrong model" or something of the like.
My planned next steps:
- I've accepted I'm likely going to have to refund in full and take the hit on the shipping.
- I'm planning on reaching back out to the buyer and asking them questions that whose responds might help me fight the "Defect" "Arrived Damage" bullshit. This would include asking (better wording but the gist):
+ If the package arrived damaged/was the packing insufficient?
+ Did the item delivered differ from the pictures provided? If so how?
+ Please provide more detail into the "cracks" noted in the damage.
- Not sure how he'd respond in a way that doesn't basically admit he got what he paid for but we'll see.
- Calling up eBay on Monday and going over the whole situation with them (prior to making any action on his claim).
Any help, advice, or sharing of shit stories to make me feel better would be greatly appreciated. Thanks for reading this long post!
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