WWYD? Online sales buyer complaint

[disneysteve]

I sold a book on Half.com recently (actually on May 13). I listed the book as "Acceptable" which is the lowest condition rating you can choose. My listing specified "stickers on covers, creases, some peeling on spine, highlighting and underlining inside, but tight binding, still very functional copy". I think that made it pretty clear that the book wasn't in pristine condition.

After the sale, I got an email from the buyer saying the book arrived damaged and wanting to know my refund policy. I responded right away asking him to send me photos showing the damage. I didn't hear from him until today, over a month later. He sent 2 photos showing that there is some pretty minor water damage on the lower right corners of the pages for about the first 1/3 of the book. That's it.

I realize my description didn't mention water damage. I'm honestly not sure if it was already there or if that might have happened in transit. In either case, I fail to see how that is significant enough to warrant a refund on a book that was clearly labeled as being damaged. Plus, the fact that it took him a month to respond with the photos is concerning.

We're not talking about a lot of money here - about $5.00. But I hate to cave and give this guy a refund when he knew upfront that he was buying a used book in rough shape.

What would you do if you were in my shoes?

[~bs]

if there's a feedback type system, I would return and take the loss. sometimes not worth dealing with that 1/1000 bad customer crap, and just eating the loss. I normally block the buyer from any more transactions, if there's an option for that.

if there's not a feedback system, I would tell him to suck wind in a nice way. A used book is a used book. If there's damage that prevents reading or if the entire book was waterlogged and the pages all jacked up, they might have a case.

[Fishindude77]

Sheesh, It's only five bucks !
Tell him to return the book, then refund his money if he's not happy.

[msomnipotent]

Isn't Half.com closing? Does it matter at this point? I would tell him no refunds at this late date. He obviously isn't too worried about it if it takes him a month to respond. I would just delete my account if I were you, after telling him no.

[~bs]

lol... he took a month to read the book, then returns it. tell him - this aint a library. go borrow the book from there next time!

[kork13]

Isn't Half.com closing? Does it matter at this point? I would tell him no refunds at this late date. He obviously isn't too worried about it if it takes him a month to respond. I would just delete my account if I were you, after telling him no.

That was my first thought as well. He took his time seeking the refund, and your description clearly lays out that it's got damage. What does Half.com's policies state regarding returns? Worst case, he leaves a negative feedback on you, which is meaningless when the website shuts down anyway.

[disneysteve]

if there's a feedback type system, I would return and take the loss.

Worst case, he leaves a negative feedback on you, which is meaningless when the website shuts down anyway.

Half.com is part of ebay. The feedback system is one and the same. Negative feedback won't go away. It will remain part of my ebay seller rating.

[kork13]

Half.com is part of ebay. The feedback system is one and the same. Negative feedback won't go away. It will remain part of my ebay seller rating.

Is there any way to contest a negative review on yourself?

[~bs]

take the loss on return shipping and block the buyer.

[msomnipotent]

Or tell him that you are willing to refund half the money since he took over a month, or a full refund if he returns the book.

Is your refund policy on your listing? I usually just post "No refunds. Please contact me with any questions before purchasing." and leave it at that. I think I will add, "Shipping problems must be reported immediately." now.

[disneysteve]

Is your refund policy on your listing? I usually just post "No refunds. Please contact me with any questions before purchasing." and leave it at that. I think I will add, "Shipping problems must be reported immediately." now.

He did contact me right away. I responded asking for pictures. He took a month to send the pictures.

I think I'm just going to give him a refund but do so along with a somewhat passive-aggressive message about how the book was clearly described as not being in great shape. It isn't worth the hassle or negative feedback for a few dollars.

[moneybags]

I would tell him that I would refund the price if he ships the book back; he pays the return shipping. If it took him a month to respond to you, he probably won't send it back.

[creditcardfree]

Apologize for missing the water damage. However, I would refund only if shipped back to you. Then it's yours to relist. That is how I have handled all return requests. Usually they just skip it. The truth is he/she could relist and sell it themselves, too.

If you get negative feedback it is likely going to minimally impact you.

[disneysteve]

I would tell him that I would refund the price if he ships the book back; he pays the return shipping.

Apologize for missing the water damage. However, I would refund only if shipped back to you. Then it's yours to relist. That is how I have handled all return requests. Usually they just skip it. The truth is he/she could relist and sell it themselves, too.

If you get negative feedback it is likely going to minimally impact you.

I like that suggestion. I think that's how I'll handle it. My feedback score is over 1,000 and is 100% positive in the past year. Actually, I think I've only gotten one negative in the 20 years I've been on ebay so getting one now obviously won't be a big deal. I'll just hate seeing it there for the year it stays on my profile.