
01-25-2024 07:54 PM - edited 01-25-2024 07:56 PM
01-25-2024 08:21 PM
IMO your buyer is absolutely right. If that product category had a new without box, or open box, or whatever condition field it might be different. eBay's condition description for New in cosmetics appears to be
New: A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is found in a retail store, unless the item is handmade or was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag.
Since it would have originally come in packaging and you don't have the original packaging (nevermind the lack of the original packaging being sealed), listing it as new is incorrect and absolutely subject to a return. The item is literally not as described in your listing information. Condition IS part of the listing information.
It would certainly be nice if buyers paid a little more attention to pictures and descriptions, but seeing images of a product outside its packaging is common from manufacturers or other sites that sell in volume. It's reasonable for the buyer to assume (imo) that you had done something similar and the item they were actually receiving was sealed in its original box.
I realize that's not the answer you wanted, and other people may have differing opinions, but that's the way I see it.
01-25-2024 08:34 PM - edited 01-25-2024 08:37 PM
Okay, so that's fair.
So if I post in the description that there is no box can it be considered new then?
Because in my opinion listing it as used isn't a good look either?
Or are you saying I am only supposed to be selling things that are not missing a box?
Cause this type of stuff makes up like half of ebay..
01-25-2024 08:58 PM
I'm not sure for cosmetics as I don't sell them (I'm actually surprised eBay allows them to be listed as used at all), but I would list it as used in the condition field and include in the title something like "no box never used". In the description I would be very clear that it didn't include the original packaging and therefore wasn't sealed, but that none of the product was ever used.
That would put you on a pretty firm leg to stand on. Someone who is uncomfortable in buying the product unsealed won't buy it, and someone who is comfortable and wants a great deal will know exactly what they're getting.
As a side note, you should also check up on shipping regulations and make sure you're okay there. Canada Post in particular has a lot of rules and regulations about liquids and creams, never mind any international considerations. I don't sell in that category, so I'm not sure what is allowed and what isn't.
01-25-2024 09:07 PM
15 min article
Being clear and accurate about your item's condition lets the buyer know whether they're getting something new, used, or something in between.
On the listing form, you can choose from one of several preset item condition options, which vary depending on the category that you list your item in.
It's important to select the right item condition as it also helps ensure you're following our selling practices policy. Find out what each item condition means in a particular category by reading our list below.
Note that some sub-categories have a different set of item conditions from their main category. To get more details, review the Item Condition Look-up Table.
Your item was incorrectly listed, the Buyer is correct about this issue.
01-25-2024 09:17 PM
01-25-2024 09:46 PM
"The item may be missing the original packaging or protective wrapping, or may be in the original packaging but not sealed."
THEY did do something about this, they put it in your catagory.
The BOX is PACKAGING?
01-25-2024 11:17 PM
As others have pointed out, it is your error not the buyer's error.
eBay is unlikely to remove negative feedback in this scenario.
Your best bet is to be polite and provide good customer service. Apologize for the item not meeting their expectations, and invite the buyer to open a return so that you can provide a free return label and a refund.
eBay doesn't arbtrate returns. They require the sellers to accept a return at cost or refund the item. If a buyer abuses the buyer protection policy, sellers are supposed to report the buyer. eBay does remove buyers who are reported by enough sellers.
The one scenario where eBay might remove negative feedback is if you invite them to open a return, and they do not - or if they open a return and they do not follow through with sending the item. Keep in mind, negative feedback really doesn't matter much. Especially if a seller acts in good faith and consistently does a good job. Nobody looks at feedback and eBay doesn't assess sellers based on their feedback.
Other than welcoming the buyer to open a return, if you believe this was your error, and there was no way the buyer could have reasonably expected the item to be in the condition that you sent it in, there are other things you can offer like a partial or full refund without a return. Ultimately, it depends on the nuance of the situation.
Ultimately, this is a learning experience. As others have pointed out, you may have chosen an incorrect condition for the item. People do sometimes play fast and loose with conditions, and not always in bad faith or to be deceptive. They might list a brand new item where they remove the retail packaging prior to shipping, and make it evident in the photos and listing that the packaging will be removed to save on shipping costs. With that said, that's technically not a brand new item, and a seller who does that has to weigh the likelihood that a buyer might not read or understand the listing, and not including the original packaging (even if the item is brand new) might lead to a buyer being unhappy or opening a return.
01-26-2024 01:37 PM
It would be a hygiene situation.
If I received makeup without a box, it wouldn't bother me.
But no seal??
Ick.
Send the return shipping label and refund on delivery.