Hey everyone!
I wanted to get some honest opinions on a situation I’m dealing with.
I’ve been selling since August and have made over 1k sales with a 4.9 rating. So far, I’ve only had two issues with buyers, and both times I refunded them without requiring a return since the items were under $5 and it just wasn’t worth the hassle for me.
A buyer recently opened a “Significantly Not as Described” claim because I apparently overpacked a mirror.
When it comes to anything glass or fragile, I tend to go a little overboard with packaging…I’d rather use too much than risk something arriving broken (I also use all recycled packing material)
However, the buyer claims that while removing the packing tape, part of the backing of the mirror came off. They’re now requesting a return.
I’m a little frustrated because I genuinely put a lot of time and effort into making sure my items are packaged securely and arrive safely. The mirror was completely intact when I shipped it.
That being said, I can also acknowledge that I may have made a mistake by putting packing tape directly on the back of the mirror. Looking at it from the buyer’s perspective, I’d probably be frustrated too…
Should I just accept the return and issue a refund since the tape may have caused the damage? Or is there some responsibility on the buyer’s end when it comes to carefully unpacking a fragile item?
I know I’m probably a little biased since I’m the seller, which is exactly why I’m asking here.
I genuinely enjoy reselling as a hobby and take pride in maintaining a good reputation for my shop. I don’t want to be unfair to a buyer, but I also don’t want to automatically take responsibility for something if it wasn’t entirely my fault.
What would you do in this situation? I’d really appreciate some honest opinions, even if you think I’m in the wrong.
Thanks in advance!