Featured I need input on a partial refund request.

a customer on eBay bought three Heisey orchid water goblets from me. They arrived with no problems but now she sends me a message that she found some air bubbles in the glass and asked if I would consider a partial refund. She sent a picture and these bubbles. They were from the making of the glass, they’re too very tiny bubbles and they’re at the place where the stem of the goblet meets the foot of the goblet. They’re not chips. They’re not damaged. They were there when the glasses were made. I don’t think it’s anything as a collector I would notice. I think that’s pretty normal. But I want to get some other input about it from you folks before I decide what I’m gonna say when I reply. Thanks in advance for your input. I’ll let you know what I decide.

she paid $35 plus shipping for the Goblets.

 

This is the picture she sent me

 

Tell her you should have charged her more for the 2 without bubbles.

 

Bubbles are a normal manufacturer flaw. I would not give a partial refund. I would politely say that she can send back for a full refund.

 

Agree.

Debora

 

Lots I'd like to say about these situations, but to keep it brief- you may end up eating the shipping cost both ways depending on how they put in the return, so if you really wanted to be rid of these you could offer a small refund and be done with it and avoid a bad review. Also helpfully educate the buyer about it for good customer relations.

Even though it may be a normal issue in the manufacturing of an item, if it might detract from the appearance it's best to photograph it and note in the listing.

 

There are people like this one who pick at everything. But the hassle of her returning them is not good for either of you. I would explain very politely about how bubbles are a normal part of the manufacturing process etc. and not considered by most to be a flaw. But since the trouble of returning them is to be avoided, you will offer her a courtesy partial refund, of whatever amount you think she will take. I would try for no more than $7.50. That should cover about half of the cost plus a bit over for shipping. Believe me, you don't want the stems returned. What a PITA. FYI, I can't see the photo or even enlarge it.

 

Sorry B-Pics too small.I agree w/ Ola- give her $7.50 and block her, seems the path of least resistance.

 

@Bdigger offers free returns on all his listings, so he would have to add that to his cost. Seems like a lot to pay to make a point. Partial refunders come with the eBay territory unfortunately. In your case offering a small partial might be better than a free return. Maybe if you just offered the cost of the shipping as a refund? That might work.

 

Bubbles come with the turf. Either she doesn't know this, or she's chiseling. Either offer a "go away" courtesy partial and block her, or offer return for refund.

 

One time I got a request for a partial refund on a Villeroy & Boch dinner plate. The guy was a reshipper so I didn't have to give him one and I thought he was lying. After a lot of wrangling eBay sent me a "Real" message with a Can't you give this guy something so he quits calling" kind of vibe. So I gave him $1.98 and he went away. Some people. He was Asian and somewhere I read that it could be a cultural thing to bargain. I don't know if that's true but I relented in the end because I was tired of him.

 

I've always had a tough time with fishing expeditions. Bargaining happens before the sale, not afterward.

 

Hahaha!!!!

offer her half off on the one with bubbles......

What does one do with only 3 expensive water goblets..... I think she's a reseller.

 

Absolutely not. Like others have said, they are fishing for a refund. Tell them you don't offer partial refunds. If they are not satisfied, they are welcome to return the items. 99% of those that ask never return. Returns are a part of doing business on-line. Don't fall for their schemes!

 

I'd be interested to know if she goes for return and full refund.

 

well, I don't know how educated this buyer is or if this is just a plan to get some money back,

I sold a Fire King mug years ago and when the buyer received it, he called out all the things that are normal with Fire King Mugs. I referred him back to the listing where it mentions all the flaws in my listing. That was not good enough. He went on to mention that the design on the mug was not painted on and it was a decal.
I told him it is not a decal.

This went on for about a week. I was positive he was just trying to get some money off of a more expensive Fire King Snoopy mug. He finally gave up after that.

I have a no return policy on my listings on etsy.

 

Exactly how I would handle it.

 

Thank you all for your input. I really appreciate it. Here is what I decided to do.
I sent the buyer a very polite answer saying that I was sorry that i could not offer a partial refund. BUT if the bubbles bother her enough, I would be glad to stand behind my return policy and if she wants to return the items, I will accept the return and when the items arrive back in the same condition they were sent in, I will issue a full refund.
I also explained that bubbles in the glass were a natural occurrence and not considered damage.

We will see what she does.
The time to bargain is BEFORE the sale, and I will not be held hostage by a buyer who nitpicks little natural imperfections. If she wants to return them that is fine. I have another buyer who would love to have them. The other buyer had bought them and then asked to cancel the sale because they wanted to send them to their Brother as a gift and needed to correct the address. I said I would cancel the sale and relist them so he could repurchase them when the address was fixed. I relisted them, and they sold to somebody else right away. I felt bad for the first guy. so if I get them back I will be happy to sell them to the first customer and would even be willing to give THEM a discount as an apology.