International buyer did not read item description and wants to return item

[craftycatsattic]

Well looks like I am once again dealing with an international buyer, this time from Hong Kong, who did not carefully read my item description and thought she was getting a completed item (which is funny because there were many pics for different items in my auction) and not a magazine to make the items herself. Many sellers in my category have to deal with this each and every year even though we clearly take the time to repeat over and over again that the auction is for the patterns only and not the finished items. I must have sold well over 5000 items during my time here on eBay and this is about the 8th time someone makes this mistake. Most of them have caught it before paying and one or two just chuckled it off realizing their mistake and took the loss. This buyer who has very good English writing skills by the way and has asked to return the item. FYI we're talking about a $6 item with $4.75 in postage.

Anyhow that said I have two questions:

1) How would you handle it?

So far I've written up a reply along the lines of pointing out that there was no error in the item description and that my return policy only covers errors made on the sellers part and not the buyers part. But realizing that we are all human, I'd be happy to refund the purchase price of the item if returned.

2) If they buyer sent back the item in the original envelope from Hong Kong marked "return to sender" would it come back to me? I've been calling my local PO about this and their line has been busy all morning.

Thanks!

[ricarmic]

What I do in these situations is mention that it was clear in the listing that it was a pattern (ie my equivalent) but I would still offer a full refund if they return the material (including shipping, ie the $10.75). I consider these situations "promotional expenses" because as long as humans are buying stuff and humans are selling stuff there will be problems. It is surprising to me how little people review the listing, if at all, even for purchases for many 100s of dollars!!! I too have problems with "picture shoppers", usually it is because they don't speak any English though.

[craftycatsattic]

Isn't there a process too where the buyer indicates to ebay that they are returning the item so I can at least get my fees back and there is a record of the agreement to return?

[recped]

If we are talking about a $6 item fees are not really much of an issue.

You said this happened 8 times before....what did you do then?

Simple answer, tell the buyer they can return the item for a refund (less shipping of course). Let the buyer decide what they want to do (probably nothing) and move along.

If they buyer sent back the item in the original envelope from Hong Kong marked "return to sender" would it come back to me?

Not a good plan.....

[craftycatsattic]

Recped, the other 8 times or so, most of the buyers realized before I shipped and I cancelled the transaction. This is actually only the 3rd time it's happened after the item was shipped out (that I know about).

The first time the customer emailed me to let me know she did not realize she was buying patterns and she had a good laugh. I offered to refund if she returned them and she said it wasn't worth the trouble.

The second time was actually a few months ago. It was a buyer from turkey who did not read a word of English. She bought two items from me, one which I had already shipped. What I wound up doing there was letting her keep the item and refunding only the purchase price.

Now this third time I've emailed pointing out that the item was as described, that my return policy only covers items not as described but that I will refund upon return of the item. I am now waiting for her reply.

I was thinking of been more lenient with the buyer but then went back and looked at the listing with the following observations:

1) Item title says Crochet Patterns
2) Item is listed under crochet patterns
3) Item specifics description: Crochet Pattern Magazine
4) Item title within auction reads: Crochet Patterns to Create:
5) Item description reads: Up for bidding is a hard-to-find, out-of-print crochet magazine....
6) Item condition reads: Magazine is in excellent condition.
7) Right under that reads: ***AUCTION IS FOR THE PATTERN(S) ONLY***
NOT THE FINISHED PRODUCT
8) Just below that reads: All patterns are ORIGINAL and are NOT copies. Please see my about me page for specific information on how I grade my items. Though I live in a non-smoking, pet-free household, I purchase patterns from various sources and cannot guarantee that they are all non-smoking and pet-free with the exception of those listed as NEW. Please take the time to read the auction details carefully and if there's anything you are unsure of, please do not hesitate to inquire prior to bidding.

Clearly there were lots and lots of clues!

I did finally get in touch with my post office about the return to sender. She said it can be done but has told me in the past that it's not a sure thing.

[coxengines]

FYI we're talking about a $6 item with $4.75 in postage.

What would I do?

Issue a refund for $6 (or $10.75 if you want to feel really good). Tell the buyer it's a goodwill gesture. Have a hard look at your listings to see why it's happening. Move on and spend your energy on something more productive.

Don't know about you but, personally, I don't work for $20/hr and the time spent phoning the post office, emailing, posting and worrying, etc is worth way more that the 10 bucks you're dealing with, methinks.

But then, again, that's me and my business philosophy. Your heart will tell you what's right.

Good luck!
Xena

[craftycatsattic]

Thanks Xena. You're right! It's not worth the time and the stress. I've already emailed the buyer though so will wait for her response. Have a great evening!

[jakeeangel]

My issue with returns on patterns is that they buy it, photocopy it & then want to return it. Free item but for shipping costs. I don't like that. I don't know what to do about that but I don't like it.

May I suggest that you scan the front & back of the magazine to clearly show that it's a pattern or magazine that they're getting. You have all these wonderful photos of the items inside which is great but nothing showing the cover to indicate it's a pattern.

I've sold patterns for many years & have occasionally had people ask questions thinking they're getting the item but most know they're not because I scan the covers & they can clearly see that it's a book. Maybe that's something to try.

[jakeeangel]

Sorry...still looking at your listings. May I ask why you'd go to the trouble of cropping out the writing on the covers? I had the pattern you're selling in 220325457584 and still have my scans. You've completely cut out the info showing it's a pattern and that it's from Annie's Attic, why?

When you have the cover with title & publisher & whatever else is on the cover it clearly shows it's a book. When you don't have that & only show photos of the goods people will be confused & think they're getting the piece & not just the pattern. Are you trying to block out the $5.95 price maybe? It's an old, out of print pattern & probably hard to get. People can't expect to get it for $2.

Another thing to consider is that maybe you having in your descriptions 'not the finished product' is being picked up if the buyer searches for finished product. They search for finished goods & up pops yours so they think they're getting the item. I know the pricing structure isn't there & they should be smarter but it's something to think about.

HTH

[coxengines]

Have a hard look at your listings to see why it's happening

I think that jakeeangel just did that for you and his/her take might explain why this is happening too you.

Remember: It is always the seller's fault when the buyer is confused. I know it's a bitter pill to swallow but I've been there, done that many times.:-D

I have my share of "oopses" and am constantly revising listings to make them more transparent. It's often a case of striking a delicate balance between promoting (buy-buy-buy) and transparency (this is the low-down on the item).

Go with the flow and realize that customers never produce stress - stress is always produced by oneself.

Good luck :-x

Xena

[faerywishes]

LOL Xena I love how you can simplify things so well.

I would issue a full credit and apologize to the seller about the confusion.

And then move onto the next thing...most likely listing in my case...and again I'm procrastinating by reading the boards. 🙂

Colleen:-x

[kefkasdomain]

buyers fault obviously