I listed and sold a Kate Spade card case. When the buyer receives it, she wants to return it because the foil embossed Kate Spade logo was more faded than she thought.
Firstly, I had included multiple high-resolution pictures in almost every angle possible. Secondly, there was no message whatsoever from her even asking questions about or requesting close-ups of anything. After all this, she then states, "I wish that you had mentioned this in the listing," as if I withheld information about this! It's not as if we corresponded 10 times and I TRICKED her into believe that there was no wear... I'm so distressed.
At the end, I offered her the option to request her $16.50 back. When (or if) she responds for the refund, I also plan to ask her to KEEP the card case... Just to make things a little easier on myself.
The buyer was cordial, but I feel like it was such a passive-aggressive finger-pointing move, placing a kind of blame on me. Ive 100% positive feedback and I didnt get that by misleading people! Its rough out there.
I guess my lesson is to learn from all the other listings and bold, CAPS, underline and italicize the statement: "Please ask all questions before bidding." and also reiterate the "No Returns or Refunds" statement.
Maybe Im over-analyzing this. Here is the transcript of messages Opinions?
Buyer's message after receipt of item:
Hi ... I received the card case today. Just wanted to tell you that I am a little disappointed since the Kate Spade New York part is very worn...it's not as obvious in the pictures. But very, very obvious in person. I wish that you had mentioned this in the listing...I'd love to return it if possible. Thanks.
My response to buyers message:
I am sorry, but there is no return option detailed in listing. The item was not misrepresented in anyway. Unfortunately, I never received a question from you in order for me to clear anything up. Had I known you had any doubt, I would have clarified by explaining it to you and sending additional pictures.
Despite this, if you would still like a refund, I will give you the amount you paid for the actual item: $16.50
Please let me know what you would like to do. Thanks.
Thank you for listening/reading
Firstly, I had included multiple high-resolution pictures in almost every angle possible. Secondly, there was no message whatsoever from her even asking questions about or requesting close-ups of anything. After all this, she then states, "I wish that you had mentioned this in the listing," as if I withheld information about this! It's not as if we corresponded 10 times and I TRICKED her into believe that there was no wear... I'm so distressed.
At the end, I offered her the option to request her $16.50 back. When (or if) she responds for the refund, I also plan to ask her to KEEP the card case... Just to make things a little easier on myself.
The buyer was cordial, but I feel like it was such a passive-aggressive finger-pointing move, placing a kind of blame on me. Ive 100% positive feedback and I didnt get that by misleading people! Its rough out there.
I guess my lesson is to learn from all the other listings and bold, CAPS, underline and italicize the statement: "Please ask all questions before bidding." and also reiterate the "No Returns or Refunds" statement.
Maybe Im over-analyzing this. Here is the transcript of messages Opinions?
Buyer's message after receipt of item:
Hi ... I received the card case today. Just wanted to tell you that I am a little disappointed since the Kate Spade New York part is very worn...it's not as obvious in the pictures. But very, very obvious in person. I wish that you had mentioned this in the listing...I'd love to return it if possible. Thanks.
My response to buyers message:
I am sorry, but there is no return option detailed in listing. The item was not misrepresented in anyway. Unfortunately, I never received a question from you in order for me to clear anything up. Had I known you had any doubt, I would have clarified by explaining it to you and sending additional pictures.
Despite this, if you would still like a refund, I will give you the amount you paid for the actual item: $16.50
Please let me know what you would like to do. Thanks.
Thank you for listening/reading