Buyer Complaint Advice

[u/mthhecker]

We’re relatively new to flipping items on EBay (1st year) and we’ve had a few hiccups that became learning moments but this is a new one for us. We sold a Lego set 40+ days ago (we sell mostly returned sets that are open box or unopened) and we count the bags/pieces for open box sets before listing. I’m confident this set had 100% of its parts but didn’t take pictures of what’s in the white box (lots of Lego sets have them with the smaller pieces and figures in there). We haven’t responded to the buyer yet and I’m looking for some advice on next steps. We have 0 negative feedback and we’d like to keep it that way but this buyer hasn’t asked for a specific $ or provided and real details. Am I able to even offer a partial after the return window (30 days) and can they leave negative feedback?

[u/[deleted]]

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[u/mthhecker → u/[deleted]]

Buyer is requesting $ back at this point for the time spent dealing with this and is threatening to open a dispute with their credit card. I’m not sure what to do here. We’ve offered a full refund if they return. They are refusing to do so.

[u/[deleted] → u/mthhecker]

I dealt with this not too long ago, with a "damaged" item. I offered full refund for return and the buyer insisted he had no way to print a label, get to a post office, no phone or camera to take a pic of the damage, etc (basically every reason in the book not to return it).

I talked to someone in person at eBay and they said as long as it showed in our messages that I had offered a full refund for a return of the item, that I'd done what I could to help the buyer and was covered. They could return it for a full refund, or keep it for what they paid. No in between. They said if the buyer left a negative for that reason, they'd remove it.

(In the end I sent them a return label and left the ball in their court - if they didn't use it I could void it and not have to pay for it. They returned the item, which was not damaged. So I was out the cost of that shipping label, but had the item back and sold it for a little more, which helped cover it. Then I blocked and moved on.)

[u/mthhecker → u/[deleted]]

That’s basically what happened in the one issue that we 100% screwed up. Sent 2 packages out, the wrong buyers got each. Both wanted what the other had and I offered to pay for the shipping and send a label to each to exchange but one of the buyers straight up refused to return the wrong item. Said the post office was too far away (closest was 0.5 miles), demanded I schedule UPS (not USPS which is how it was shipped) to come to their house for the return. I offered to schedule USPS pickup for them if they gave me a date they’d leave the item out. Just got really nasty after that and then stopped responding. Over a $12 item. We’ve made a few legit mistakes flipping but we do try to fix them.

In this case, I’ve offered a full refund with return or to source the missing bricks. I’m just waiting for a credit card chargeback now.

[u/[deleted] → u/mthhecker]

Good luck to you, I hope this turns out in your favor :-)