Opinions on response to a buyers complaint

relayer · November 10, 2003 4:53PM

I sold a coin on eBay from my retired Registry set. Price guide lists it at $75, I paid $49 and sold it for $16.
Then I get the email below. It was hard to resist not addressing his "What would you like me to do?" more honestly and direct, but the nice people on eBay deserve the best.

Coin arrived in damaged condition, Package is ripped up, and coin holder is cracked very badly on the reverse, looks like someone hit it with a hammer. I can not accept this like this. What would you like me to do?

Have you checked with your postal carrier about the condition the package was delivered in?
Since we didn't have Postal insurance, I don't think they'll do anything for us, but it doesn't hurt to ask.
As you saw, I wrap the coins in bubble wrap and then seal them in a bubble mailer, but from your description it seems the post office was extremely rough with delivering your coin to you.
The only reasonable thing I can think of for us to do would be for you return the coin to me and I'll send you a refund.

What would you have told him?

Baley · November 10, 2003 4:58PM

I would have told him "sorry, but you didn't buy insurance"

silverandvinyl · November 10, 2003 6:57PM

The problem you might run into is a negative FB which E-Bay will do nothing about.Case in point,"I received a neg.fb last month in reference to a record (vinyl) I shipped to Europe. The guy refused to Insure it plus he did not want to pay anymore that $12 for S+H." Well,the record was crushed(he paid $144 for it).It list for $100-$250,it was very rare.I did exactly what he asked for,no ins. and no more that $12 for S+H.. E-bay would not remove the neg.fb.I saved all my e-mails from this guy and ask e-bay if they wanted to see them to prove my case.FORGET IT.

tsacch · November 10, 2003 8:46PM

i got negged from a guy who bought a laptop and never paid for it until a month later.......after i got refunded the listing fee. i have his check dated and dated/postmarked envelope........its not even worth trying.

i heard you can add a link to the reply and they might take it off.

t

razorface1027 · November 10, 2003 9:42PM

For $16...AHHHHHH let it ride! Get the coin, give a refund. You'll be in good standing with future customers, barring the person doesn't post a neutral, or the worst possible scenario, a neg...Make sure that's squared up first...Positive transaction, negative delivery(the P.O.s behalf)!

Rampage · November 10, 2003 9:45PM

What you folks don't realize is that Federal Law states that the item must be received by the purchaser in the condition promised whether or not insurance is bought or not. So, technically, the buyer can send back for a refund, or ask for a suitable replacement if one exist.

That is why I always charge insurance, even for items less than $10.00. When I sell on eBay, I usually list as $1.25 plus insurance which is required, or $3.25 which includes insurance.

Russ · November 11, 2003 1:49AM

This is precisely why insurance is not optional in my auctions.

Russ, NCNE

keets · November 11, 2003 1:56AM

hey relayer

i think you're doing the right thing. i also don't give the buyer a chance to non-insure. all my eBay or BST forum listings include "free insured shipping" as much for damage as for tracking with a signature required at the buyers end.

al h.

silverandvinyl · November 11, 2003 2:14AM

Rampage: I did not know about the Insurance(The product has to be received in the manner it was described.Everything I sell for now on has to be insured or no sale.
Thank you for that tid bit.

numonebuyer · November 11, 2003 2:22AM

Buy it back and get it reholdered. Sounds like you took a loss on the coin anyhow.

Insurance is not for the buyer. It is for the seller, and is not an option on my auctions.

Numonebuyer

Outhaul · November 11, 2003 2:30AM

<< <i>This is precisely why insurance is not optional in my auctions >>

Same here, Russ.

BTW, Russ...wasn't it you who said a FB of any kind would be deleted by eBay if it contains profanity? Something about they can't edit your comment out so they have to delete the entire FB?

Cheers,

Bob

Rampage · November 11, 2003 3:42AM

SilverAndVinyl-

I am sure there is someone on the message board who can give a better explanation than I can, but the law is to the effect that the item has to be received and received in the condition promised.

If the item is not insured and the buyer claims to not have gotten it, then the seller has to make right.

Like I say all the time and as my earlier post, insurance is not an option. If the buyer declines to pay insurance, if paying by paypal, then they get that money sent right back to them. If they send a check or money order, then I do not send until they pay the extra amount.

I have no intentions of getting ripped.

Richard.

Opinions on response to a buyers complaint

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