Selling on EBay question

[alinc100]

Hi All ,
Recently I sold a LOT of Snap On screwdrivers,9 pcs to be exact.
They were not a set,just a grouping of 9 flat blade screwdrivers.
The buyer also purchased some other items from me and a packaged the entire sale in one Med Flat Rate box.Buyer emails me today upon arrival of the shipment that he can only find 8 screwdrivers.Now when I photographed and listed the items I bundled them with rubber bands.When I was ready to pack them I laid them out on a clean bench,counted and packed them,along with the buyer's other items.I used alot of newspaper to pack and fill voids as the items went in,longer items were diagonal,and ran packing tape over all the seams of the box.
I have had several messages with the buyer first that I was sorry that one was missing and I would look when I got home. At home,no such screwdriver to be found.
I message the buyer that I did not find the item in my shop.I ask which screwdriver is missing and it is the smallest of the lot a 4" maybe 1/8"-3/16" wide blade.Tell the buyer I am 100% sure that was packed as I was extra careful with the smallest of the items.Ask the buyer the two options I see are a refund of $6 which is more than price per screwdriver or I can refund the entire screwdriver purchase($41 + 12.85 shipping= $53.85) and pay for return shipping of the "8" screwdrivers. Buyer has responded with "I have had my wife look in the box and she cannot find it either" along with "What do you think is fair?" also note the buyer purchased two other auctions and I did a combined shipping which allowed the other two items to ship in the the already needed flat rate box.
I do not want to issue a $6 refund if that isn't going to make the buyer happy and I'd rather not issue a full refund until the items are returned.
Are there any other options I am missing?

Thanks,
Andy

 

[mmack66]

Seems like you offered two reasonable alternatives. Hope everything turns out okay.

Were there any holes in the received package?

 

[Davefr]

Just push for the $6 refund. That sounds fair all the way around.

You'll never know if it was your mistake, the buyer's mistake or it slipped out during shipment.

If the buyer bought 9 screwdrivers + 2 extra lots I really doubt they're trying to defraud you over one $6 item.

 

[alinc100]

Well after 3-4 more messages back and forth the buyer requested a refund of $9 noting"$9 and i am happy and a good feedback'" rather than pushing a lower amount I just refunded the $9 as requested.

I'd bet it would cost more to try and replace the screwdriver with shipping and such .

I did not ask for any pictures of the box but I have a habit of wrapping the seams with extra packing tape much to the scolding of the USPS.

I have mailed out 25 packages in the last two weeks and hopefully this is my only hiccup.

 

[nehog]

... I have a habit of wrapping the seams with extra packing tape much to the scolding of the USPS.
...

USPS recommends as much tape as necessary to ensure the package doesn't get damaged while being handled. If any postal clerk questions the tape, let me know and I am sure I can find the reference in the DMM. We always use tape on top and bottom flaps, and fiber reinforced tape around the box.

That said, I'd probably have put the screwdrivers (small ones) and other small items in a tear proof bag and then put that bag in the box. We very often pallet wrap items to pieces of cardboard when shipping to prevent undesired movement and potential damage.

 

[Rickster]

I always fasten the tools to a piece of cardboard, old shipping box or such, and take a pic before I package it into the shipping box. Sometimes you miss something, it happens, so I have offered a partial refund. Sounds like this guy demanded a $9 refund in return for leaving a good feedback and that sounds a bit hinky to me.... bordering on reporting him to ebay for demanding such a large refund.

Oh, and add his name to your blocked buyers list.

 

[Strouty]

I always fasten the tools to a piece of cardboard, old shipping box or such, and take a pic before I package it into the shipping box. Sometimes you miss something, it happens, so I have offered a partial refund. Sounds like this guy demanded a $9 refund in return for leaving a good feedback and that sounds a bit hinky to me.... bordering on reporting him to ebay for demanding such a large refund.

Oh, and add his name to your blocked buyers list.

I agree with all of this. USe USPS shipping supplies to the fullest. I would put them in one of the tyvek envelopes inside the medium flat rate box. Once he has left feedback, report him to ebay and keep the emails for evidence.

 

[Cemoto]

My bet is he threw it out with the packing material. Or, he just wants to get an even better deal.

I have sold over 1,500 items on ebay and these would be my guesses.

I would immediately add the buyer to your "blocked bidder" list (which is a pain to find) but it prevents him from leaving feedback I believe.

BTW, his statement of: "$9 and i am happy and a good feedback'" is feedback extortion and against ebay policy.

Either way you are going to expose yourself to negative feedback. This is why ebay can be bad for conscientious sellers who are at the mercy of the buyers. Ebay does not do much for sellers except collect their money.

Out of the 1,500 items I've sold over the last 12 years I've had 3 negative feedbacks and you cannot please everyone all the time no matter how hard you try.

Regards,

 

[Chaznsc]

Well after 3-4 more messages back and forth the buyer requested a refund of $9 noting"$9 and i am happy and a good feedback'" rather than pushing a lower amount I just refunded the $9 as requested.

I'd bet it would cost more to try and replace the screwdriver with shipping and such .

I did not ask for any pictures of the box but I have a habit of wrapping the seams with extra packing tape much to the scolding of the USPS.

I have mailed out 25 packages in the last two weeks and hopefully this is my only hiccup.

You did the best thing. Just move on after you block him.

 

[rono]

I'm pretty sure the guy tossed it out when he was excited about the package. Same thing happened to me. I personally pack everything I sell and double check everything before I seal the package. The guy message me saying a part was missing. I described how it was packed and told him to double check. In the end he just dropped the thing which I was happy about. $9 seems fair to save you the trouble and negative feedback.
Just FYI, just make sure you do all communication between the buyer through eBay as proof just incase the buyer files a claim.

 

[Davefr]

Once he has left feedback, report him to ebay and keep the emails for evidence.

There's nothing to report him for!!

I would immediately add the buyer to your "blocked bidder" list (which is a pain to find) but it prevents him from leaving feedback I believe.

BTW, his statement of: "$9 and i am happy and a good feedback'" is feedback extortion and against ebay policy.

No, blocking a bidder prevents them from bidding, not leaving FB. Feedback extortion is meaningless unless he leaves negative FB.

 

[JimVonBaden]

Well after 3-4 more messages back and forth the buyer requested a refund of $9 noting"$9 and i am happy and a good feedback'" rather than pushing a lower amount I just refunded the $9 as requested.

I'd bet it would cost more to try and replace the screwdriver with shipping and such .

I did not ask for any pictures of the box but I have a habit of wrapping the seams with extra packing tape much to the scolding of the USPS.

I have mailed out 25 packages in the last two weeks and hopefully this is my only hiccup.

From now on take a cell phone photo of the items laid out for shipment. If they ever claim they didn't get it you will have the upper hand.

Sounds like, under the circumstances, you did the right thing.

Jim

 

[Davefr]

From now on take a cell phone photo of the items laid out for shipment. If they ever claim they didn't get it you will have the upper hand.

^^^Total waste of time. The laid out shipment image is meaningless to Ebay for seller protection.

Buyers always have the upper hand in a SNAD dispute. It's what's rec'd that counts. (not how things are laid out prior to packaging).

 

[PT Doc]

It's interesting that you thought to look at home for a screwdriver. That implies that you are not 100% sure that you packed 9 initially.

 

[alinc100]

It's interesting that you thought to look at home for a screwdriver. That implies that you are not 100% sure that you packed 9 initially.

You are absolutely right I was only 99% sure that I packed all 9 screwdrivers.
At the time the buyer contacted me I was at work and had no way to visually inspect the bench I had packed the box on until I got home.
Also I had not yet been told by the buyer that it was the smallest screwdriver that was missing,that I am 100% sure was wrapped in newspaper and packed in the box.


I should also note that the buyer had contacted me before the end of the auctions with messages such as"I was going to buy a few more things and was thinking it would be great of you to please give me some help in the shipping most do when buying alot of things Please and thanks C%@* " and "you can just put it all in a flat rate box for 10 bucks and it can be like 40 pounds"
Which tells me no matter what I did this buyer was looking to lower his costs,and found a way.

 

[Davefr]

I should also note that the buyer had contacted me before the end of the auctions with messages such as"I was going to buy a few more things and was thinking it would be great of you to please give me some help in the shipping most do when buying alot of things Please and thanks C%@* " and "you can just put it all in a flat rate box for 10 bucks and it can be like 40 pounds"
Which tells me no matter what I did this buyer was looking to lower his costs,and found a way.

You actually put 40 lbs in a flimsy flat rate box!!! The box probably fell apart enroute with that kind of weight in it.

Buyer's always want to save $'s. It's up to the seller to judge when combined shipping makes sense and when it doesn't. It's incumbent on the seller to package the items to get there in the condition described in the auction despite what buyers may ask for because you're on the hook until the buyer is satisfied.

 

[JimVonBaden]

You actually put 40 lbs in a flimsy flat rate box!!! The box probably fell apart enroute with that kind of weight in it.

Buyer's always want to save $'s. It's up to the seller to judge when combined shipping makes sense and when it doesn't. It's incumbent on the seller to package the items to get there in the condition described in the auction despite what buyers may ask for because it's your responsibility.

He didn't say he put 40 pounds in the box, read it again.

Jim

 

[Davefr]

He didn't say he put 40 pounds in the box, read it again.

Jim

I know but what's implied is a flimsy flat rate box loaded with 3 lots worth of heavy tools including screwdrivers that can easily punch right thru that thin cardboard.

When I ship screwdrivers I stagger the set so that the shank on one is taped to the handle on the other so there's absolutely no tip contact with the box. I also wrap the entire set in bubble wrap with peanuts that keep the set in the center of the box.

I'd ask the buyer for images of the shipping box just out of curiosity as to what could have happened.

 

[nehog]

You actually put 40 lbs in a flimsy flat rate box!!! The box probably fell apart enroute with that kind of weight in it...

Properly packed and taped (with fiber tape on all sides) will hold a lot!

I shipped a 55 lb starter for a generator set in a large flat rate box. I metal (yes, metal) reinforced on the inside of the box on all contact points, taped the **** out of it, warned the mail carrier that it weighed a LOT. Smiles all around, and the guy got it just fine.

You don't just drop stuff in a box. You don't use newspapers for packaging for loose items. Peanuts don't protect much, they are a filler not a protector.

 

[mmack66]

You actually put 40 lbs in a flimsy flat rate box!!! The box probably fell apart enroute with that kind of weight in it.

Buyer's always want to save $'s. It's up to the seller to judge when combined shipping makes sense and when it doesn't. It's incumbent on the seller to package the items to get there in the condition described in the auction despite what buyers may ask for because you're on the hook until the buyer is satisfied.

Well, the USPS says you can mail up to 70lbs of whatever in the large flat rate priority box, so I would imagine that with proper packing and taping, you are good to go with 40lbs in a medium flat rate box.

 

[alinc100]

Update:
I get this message today from the buyer:

"Dear alinc1,

did you take care refund of part of it we cant find it so far ?

- 2012tireswheels100"
My Response was:
"Refund was submitted to PayPal within moments of our last message agreeing to a refund $9.Any further inquiries should be direct to PayPal at this point."

The refund was submitted via PayPal within 5 mins of me sending a message on 07/09/13 of;
"Dear 2012tireswheels100,

Seems a little high based upon the money I saved you with combining your shipping ,but
in order to keep the customer happy, I will be issuing a $9 refund in a few moments.
$3.00 isn't gonna make me or break me and I'd like you to be pleased.

- alinc1"

I am beginning to see a pattern here.I am not sure the buyer can find much of anything. I was going to keep the username private but I figure someone else may want to avoid this EBAY user. I had to really restrain myself from sending him a message as to what I think he could and could not find with both hands and a roadmap.

Thanks for listening,
Andy