I thought I'd get opinions here...

I recently sold a bag on eBay that is in excellent used condition.

I just got an email from the buyer saying how she received the bag, thanks for the fast shipping, what a professional seller I am...etc....and by the way, the bag is too heavy for her. She also points out that while I gave a lot of info in the listing (which I most certainly did!), she had no idea it would be so heavy (since I didn't say that). She's asking for a refund.

This is a new one to me--should I really have incuded WEIGHT in the description?? I know it's somewhat subjective, but I didn't think it was a super heavy bag--at least not enough to mention. I did say in my listing no returns, but can she file a legitimate SNAD for this? Should I just refund?? Ugh. Help!

Originally Posted by PsyDocJoanne

I thought I'd get opinions here... I recently sold a bag on eBay that is in excellent used condition. I just got an email from the buyer saying how she received the bag, thanks for the fast shipping, what a professional seller I am...etc....and by the way, the bag is too heavy for her. She also points out that while I gave a lot of info in the listing (which I most certainly did!), she had no idea it would be so heavy (since I didn't say that). She's asking for a refund. This is a new one to me--should I really have incuded WEIGHT in the description?? I know it's somewhat subjective, but I didn't think it was a super heavy bag--at least not enough to mention. I did say in my listing no returns, but can she file a legitimate SNAD for this? Should I just refund?? Ugh. Help!

I never listed the weight of a bag in any of my listings. Been on ebay since 2006! HTH

Whether a bag is heavy is subjective. I still haven't figured out why buyers buy a bag they are not familiar with. I do try to say a bag is heavy when I know it is. I have also had buyers ask me the weight of a bag (which is a pita to measure - I usually weigh it in a box and then weigh the box and subtract the difference).

Originally Posted by Scooch

I never listed the weight of a bag in any of my listings. Been on ebay since 2006! HTH

Neither have I, and to the best of my recollection, I've never bought a bag that listed the weight (I've been an eBayer since 1998).

Quote:

I have also had buyers ask me the weight of a bag

And I would have been happy to weigh it for her, PITA or not...but was not asked.

I really don't want an unhappy buyer...or a neg (not saying she would, but....); by the same token, this doesn't seem like a SNAD...not sure what to do

OMG - what will they think of next....

Two schools of thought and you'll have to pick one with which you're most comfortable.

1. No. You don't accept the return and fight a potential dispute. Unless this bag is so extraordinarily heavy that it merits mention, you stand a fair chance of winning. I don't believe I've ever read about weight being the basis for a return, but it doesn't mean there isn't. I also don't know specifically what eBay has to say about it either. I'd call them for sure.

2. Yes. You accept the return and tell the buyer shipping both ways is on her. Don't forget that buyers can claim chargeback on their CC if they're determined and don't get their way with eBay. If you get the bag back IMMEDIATELY, then it likely hasn't been abused and you can re-list, this time with the weight.

Also, and I think this is important, although I have not sold on eBay for a very long time - Include a restocking fee in all your auctions. It has to be reasonable, but if it's included in the terms of auction, then I believe eBay will honor it too, even if they refund. PP - who knows with those crooks.

There is no black and white on eBay and essentially boils down to your comfort level, gut feeling about a buyer, & willingness to be stressed.

Good luck!

^ Agree w/the above.

Personally, the only time I would discuss/disclose a bag's weight is if it's infamously heavy to most people (e.g., Alexander Wang's rocco bag). Other than that, I don't bother to mention it.

Thanks lilarose....

I'm going to have to sit on this a little. I don't really need extra stress, but I have to deal with this in some way...

If I choose to refund (minus shipping both ways), can/does eBay get involved? I'm asking because I'm wondering about the impact on my FVF...will I still have to pay that?

This is ridiculous...sorry you are going through this OP. As the seller it is your job to point out any flaws, it's the buyers job IMO to educate themselves on the bag they are buying. Can you even file a SNAD because an item is "heavier" that you expected???...sigh

I would accept the return in the interests of offering good customer service, even though it's not fair. But it is the way Ebay is set up these days.

I would advise the buyer that you would be happy to refund the purchase price of the bag if returned within xxxx number of days in the condition as sent, returned in the same manner and packaging.

Also advise the buyer that you will be filing for a mutual cancellation so you may receive a refund of the fees you paid eBay for the sale since you will have to use those fees to relist the item again.

I would not mention, nor refund, shipping either way.

If you agree to have her return the bag she should not be opening a dispute on ebay

for a SNAD.. is it possible to ask the buyer to agree to a mutual cancellation

since the item has been shipped but you have agreed to take it back???

so that you can recoup your fees?? Can a seller do this??? Just asking because

I don't know if a seller can request a buyer to do this...

Yes, she can and SHOULD ask the buyer to agree to a mutual cancellation so she can recoup her FVF.

Originally Posted by PsyDocJoanne

Thanks lilarose.... I'm going to have to sit on this a little. I don't really need extra stress, but I have to deal with this in some way... If I choose to refund (minus shipping both ways), can/does eBay get involved? I'm asking because I'm wondering about the impact on my FVF...will I still have to pay that?

eBay only gets involved if the buyer files a dispute. Otherwise, it's between you and the buyer.

Read what Apricot Summers & hotshot wrote too. They're absolutely right about the mutual cancellation so you can get your fees refunded.

I also agree with Apricot Summers about not mentioning the shipping. Don't add any spark to this issue.

I'm going to swim against the current :) Instead of giving the buyer her money back, why don't you suggest that she copy all your pics and sell it herself? With, of course, a nice note along the lines of "I'm so sorry you find the bag uncomfortable. As my terms state, I'm not able to offer a refund, but I'd be happy to send you all the listing pictures so you can re-sell it". Seriously, you aren't a department store, and IMHO buyers have some responsibility to know what they are buying.

(.... but I totally understand if you decide to take the return.... )

OK--thanks everyone!!

I'm leaning toward offering her the ability to return (but she will be responsible for shipping back to me and I won't refund original shipping price).

My next question is about the order of events--if I'm reading everything correctly, it should go like this...?

1) Email buyer, offer return & mention the mutual cancellation
2) Assuming she accepts, then file for mutual cancellation
3) Once cancelled, seller then returns bag to me
4) Once it is received in same condition sent, refund her

The only thing I'm not sure of is the whether the cancellation should be before or after I get the bag back/refund her? Before or after she sends? And what if she does not agree to cancel?

Sorry, you have to go through all this, but I think you made a right decision.

You have to refund her before filing for mutual cancellation, so your order should be:

1) Agree for return
2) After receipt of the bag, refund and file for mutual cancellation.

If she does not agree to cancel, you will get your fees back anyway, as you refunded the buyer.

Good luck!