Are sellers responsible for items that break the first day a buyers gets it?

[QuietQuest]

Hello Team!

I am a new seller and could use some advise on a recent transaction of mine. I sold a very expensive vintage backpack purse for $50. These purses retail for over $100, given that it is vintage, I thought I sold it at a fair price. I thoroughly clean and care for my products and when I initially sent it out, it was in perfect condition.

From the start, I had problems with the person who bought it. In my policies I say I ship regular mail unless the buyer notifies me for different shipping. I shipped the item from California to Massachusetts. The buyer was freaking out on the fifth day wanting me to explain why it was taking so long to ship. When I explained that regular mail takes 8-10 days and that I'm shipping from California, she wrote back that the bag actually made it that day.

Then four days later, she writes me and says she wants a discount for the bag because the strap broke the first day she used it. I told her I am not responsible for items that break when I initially tested the item out and I swear I saw no damage at all. She wrote back threatening negative feedback and that she was disappointed and thought I was being unfair. I was very hurt, feeling like I am a very honest seller, so I gave in and gave her some money back. In the end, I made no money off this transaction.

I feel like I was scammed.... I went above and beyond to please this seller, and in the end she still was not happy. Any advise on how to handle this situation better?

[Former_Member]

Ask her to return it, for a refund.

I have a feeling it's not even broken and she is trying to scam you.

[hipposdream]

I would initially asked for a picture and if it was broken I would have asked to return the item.

[Former_Member]

Next time, email the policy highlighting that you are not responsible due to the nature of the work. You are not being unfair and you have a business to run!

Did you have proof that the item was broken? Ask for a photo next time.

[Former_Member]

I totally agree pics explain alot....At least if you get it back you can resell it.

[BeadworkAndCoe]

Maybe you could ask her to send you a photo clearly showing the damage before you give discount or refund?
That way you could assess how bad the damage is and take it from there. It's not much effort on her part, so if she refuses you know something is dodgy ...

[BeadworkAndCoe]

Somebody beat me to it :)

[EclectasieDesigns]

What I always do in this circumstance is to offer a full refund - which requires the customer to return the item. Why would she want to keep a broken item?

You may be right that she was trying to get a reduced price. But, she also may realize that to return the item would require her to pay the shipping and is unwilling to do that. You really can never be sure if you are being scammed, but two things I always stick to are:

- Always give outstanding customer service
- Don't fear negative feedback or allow a customer to hold you hostage with a threat about feedback

[Former_Member]

Full refund after the item is returned within a time period designated by you.
Good luck!

[Former_Member]

I had a similar issue.

A buyer (with a rather poor feedback rating over many transactions from other sellers) purchased a pendant from me. She sent me a convo explaining that it was chipped on the back, so I asked her to send a picture so I could assess the damage and we could work out a plan for a refund/replacement if necessary.

She sent a pic, two days later, of the front. No pic of the supposedly broken backside. That (along with her poor feedback score, which had worried me from the start) gave me a good hint at where things were going. I asked her for a picture of the back, naturally. She gave reasons why she absolutely could not do that, and assured me I was irresponsible and rude for questioning her. So I just had her send it back and I gave her a refund. I didn't want to risk getting a negative (this was one of my first sales, which meant a negative would have made my feedback rating about 67% positive. Eek!).

Anyhow, she sent the pendant over a week after she said she would, poorly packaged with no padding whatsoever. I think she was hoping it would break on the way? Well it didn't. It was not chipped in any way but I just gave her a refund and deleted the transaction to get things over with. I sold the piece at a Craft Show a few weeks ago to a very happy customer. :)

I don't know why I posted that exactly, but even though the customer was frustrating, I maintained good customer service throughout the transaction and ultimately made her happ...well, a little less angry! This was the route I personally chose to take. I avoided negative feedback (still have a 100% positive rating!). I figured that if the product was really broken, then a refund would be in check, and if it wasn't I could resell it and at least break even on the piece. I think it was a good choice for me. What you do is up to you!

[rusticcraftdesign]

A+ work Zoe!!

[QuietQuest]

Wow, thank you so much for the replies! It is greatly appreciated! I've been beating myself up over this one, but I'm still learning and that is OK! Thanks lovely Etsy sellers! <3

[Former_Member]

I have recently experience my first shipping mishap. I was fortunate that the customer offered to send pics, and followed through right away. She told me she would be happy with a partial refund, and I gave her a full refund, including shipping. She was most appreciative, my feedback score remains stellar, and I chalk it up to experience gained.

A while back I had an extremely demanding "customer" trying to insist on bargaining, even "telling" me how to pack the delicate china, and "telling" me we would split shipping. Demanding he was!

I made up an excuse saying that this item belonged to my daughter and I would have to consult with her as to whether or not she agreed to the terms. I waited a day or so and responded to him with a very polite "she is refusing your offer". He was very angry, and let me know it. Then came back with a message to me that he had found something on e-bay that cost only blah, blah, and free shipping, blah, blah. I responded that I was happy he found the perfect item. Never heard from him again, thankfully. Sometimes we need to be creative. Always trust you intuition about a buyer.

As difficult the customer may be, the old adage "the customer is always right" rings true.

[QuirkyUniverse]

This doesn't have to do with the return question, but I send everything with delivery confirmation and when I ship I send the tracking number to the customer. Helps when things take awhile to get where they are going.

[Former_Member]

I have had this a lot selling on Ebay (my own clothes etc) not what I have in my shop here.

I always ask for proof in the form of a photo, or for them to return the item and 9 times out of ten, i never hear from them again, as I am sure they were trying it on to get discount or a refund and frighten the seller by threatening negative feedback if they don't comply.

It's terrible - some people have no conscience. But thats how some people are. Never give a refund without politely asking for a photograph of the damage.

[Former_Member]

Defnitely modify your shop policies to reflect the excellent advice you've received above. I would also recommend you take a photo of the item and its packaging as you wrap it up; also, I heartily agree with always shipping with delivery confirmation.

These steps have saved me a few times!

I'm glad you're chalking it up to experience. We all have that "first". We adapt and become better for it :)

[Former_Member]

I actually have it laid out in my policies how I deal with damages. I think it's worth it for you to do the same. I specify that I require photos of the damages and that the item be shipped back to me before I refund. I also specify that without that, I will NOT refund. I'm hoping this heads off problems before they occur, but as this situation hasn't happened to me yet, I'll have to wait and see. Feel free to check out my policies and adapt them to your own needs if you wish.

[Former_Member]

I allow returns for any reason within 5days of receipt, as stated in my policies. They can return even if they don't like the color, fit or just change their minds. It avoids having to question the customers' honesty ... And I've never had a return. I also do repairs after that at cost. Of course if something broke early on I would take it back and fix it at my expense. It is customer service, and I think it pays off.

[EpicStitching]

^ Judith I've set up my policies to be very similar to what you have. An option to return the item if they are not pleased with it, shipping at their cost and refunded after that.

I think that it's really, really tough in the online environment to really know when you are being scammed and when you are not. It's too bad that the world is that way, but not a lot we can do about it.

Even at little community craft fairs I've run into a person (not a kid, an adult) trying to pocket one of my bracelets. I'd like to think it's a compliment that they wanted it, but it was only $5. How silly. I embarrassed him by asking if he'd like to try the item on to let him know I had seen. Avoided a confrontation and I got my bracelet back from him when he said... oh actually I think it's not my colour.

It takes all kinds.
I agree with what everyone has said here, photo proof is essential. And never let the customer hang negative feedback over your head. While the customer may be right, that doesn't mean they are morale.

[GabriellasTreasures]

Good advice here! Thanks, tho' I haven't had a negative customer so far, it's always good to file this away in th back of my brain, and hopeI find it when I may need it - LOL.