ugh, I had a new buyer order two sets of CMF (Disney 100 and Muppets), sealed
and identified. He has filed a Paypal dispute for the whole amount under "item
not as described" but did not contact me through Bricklink prior. He sent
a picture of one minifig with a "scratch" on the chin through Paypal.
I'll try to attach the picture. Being that these are sealed sets, I obviously
don't have any control of what's inside. What's my responsibility
here? Paypal sided with them and is allowing them to return all the CMFs (30
in total), some if not all opened. My contention to Paypal is that I delivered
exactly what was promised, two sets of identified sealed CMFs and it should be
covered under Paypal seller protection. Paypal does not agree. I went round and
round with a customer service rep and finally, politely, asked to talk to a supervisor.
I waited on hold more and they hung up on me. So aggravated right now.
I've sold a bazillion CMF sets both here and on ebay and have never had a
complaint about quality. And to add to that, he says there are a number of them
with scratches. One, maybe, a bunch? Seems unlikely.
Maybe I'm just catastrophizing here but I imagine the seller is going to
send back a mess of opened, perhaps incomplete minifigs. Anyone have that situation
and did Paypal then stand behind the seller?
ugh, I had a new buyer order two sets of CMF (Disney 100 and Muppets), sealed
and identified. He has filed a Paypal dispute for the whole amount under "item
not as described" but did not contact me through Bricklink prior. He sent
a picture of one minifig with a "scratch" on the chin through Paypal.
I'll try to attach the picture. Being that these are sealed sets, I obviously
don't have any control of what's inside. What's my responsibility
here? Paypal sided with them and is allowing them to return all the CMFs (30
in total), some if not all opened. My contention to Paypal is that I delivered
exactly what was promised, two sets of identified sealed CMFs and it should be
covered under Paypal seller protection. Paypal does not agree. I went round and
round with a customer service rep and finally, politely, asked to talk to a supervisor.
I waited on hold more and they hung up on me. So aggravated right now.
I've sold a bazillion CMF sets both here and on ebay and have never had a
complaint about quality. And to add to that, he says there are a number of them
with scratches. One, maybe, a bunch? Seems unlikely.
Maybe I'm just catastrophizing here but I imagine the seller is going to
send back a mess of opened, perhaps incomplete minifigs. Anyone have that situation
and did Paypal then stand behind the seller?
Thanks for any help and letting me vent a little.
I’ve heard from multiple sellers over the years about 1 buyer in particular who
buys only new items and then files returns for any factory “issues” (every new
part that exists is imperfect in some way so they always have an excuse), I’m
wondering if that’s the one who bought from you or perhaps another buyer acting
similarly (since you said it was a new buyer). It’s best (if you haven’t already)
to add in your terms that brand new items can have wear from the factory and
then point the buyer to that however if they file a return with PayPal, there
isn’t much to do
Good point on having it in terms. Was this buyer from Hollywood, CA by chance?
I’ve heard from multiple sellers over the years about 1 buyer in particular who
buys only new items and then files returns for any factory “issues” (every new
part that exists is imperfect in some way so they always have an excuse), I’m
wondering if that’s the one who bought from you or perhaps another buyer acting
similarly (since you said it was a new buyer). It’s best (if you haven’t already)
to add in your terms that brand new items can have wear from the factory and
then point the buyer to that however if they file a return with PayPal, there
isn’t much to do
Good point on having it in terms. Was this buyer from Hollywood, CA by chance?
I can’t remember where they are from (aside from I do believe they were in the
USA), but I do know I heard about it at least 2-4 years ago so if the account
is a new one it might not be them but even if it isn’t them, it could be another
user doing something similar
I’ve heard from multiple sellers over the years about 1 buyer in particular who
buys only new items and then files returns for any factory “issues” (every new
part that exists is imperfect in some way so they always have an excuse), I’m
wondering if that’s the one who bought from you or perhaps another buyer acting
similarly (since you said it was a new buyer). It’s best (if you haven’t already)
to add in your terms that brand new items can have wear from the factory and
then point the buyer to that however if they file a return with PayPal, there
isn’t much to do
ugh, I had a new buyer order two sets of CMF (Disney 100 and Muppets), sealed
and identified. He has filed a Paypal dispute for the whole amount under "item
not as described" but did not contact me through Bricklink prior. He sent
a picture of one minifig with a "scratch" on the chin through Paypal.
I'll try to attach the picture. Being that these are sealed sets, I obviously
don't have any control of what's inside. What's my responsibility
here? Paypal sided with them and is allowing them to return all the CMFs (30
in total), some if not all opened. My contention to Paypal is that I delivered
exactly what was promised, two sets of identified sealed CMFs and it should be
covered under Paypal seller protection. Paypal does not agree. I went round and
round with a customer service rep and finally, politely, asked to talk to a supervisor.
I waited on hold more and they hung up on me. So aggravated right now.
I've sold a bazillion CMF sets both here and on ebay and have never had a
complaint about quality. And to add to that, he says there are a number of them
with scratches. One, maybe, a bunch? Seems unlikely.
Maybe I'm just catastrophizing here but I imagine the seller is going to
send back a mess of opened, perhaps incomplete minifigs. Anyone have that situation
and did Paypal then stand behind the seller?
Thanks for any help and letting me vent a little.
Sorry for your bad buyer! I rarely have experiences like this. Only a few over
the past twenty years, and that was on ebay (someone claiming "water damage"
that was invisible to me after return). Usually I'll check the buyer's
feedback, but if the buyer is new it's a bit more of a risk. I would expect
PayPal to be understanding in case of a new buyer that files large claims, but
PayPal does suck, and is 99.9% buyer friendly. Only 0.1% seller friendly. Unfortunately,
often they cannot be avoided.
Maybe you could make a case with PayPal if the buyer opened multiple sets, because
he or she would not need to open multiple sets. If there were one defective piece
you could replace that only. I would not see any reason why all the other sets
would also need to be returned. It should be possible to convince PayPal that
every Lego piece, or just any product, will have microscopic imperfections and
that this is perfectly normal.
USA, Minnesota
Canada, Ontario
Netherlands, Noord-Holland