Selling Toys - Horror Stories & "Happy" Customers

The latest in the Batarang saga...the package thus far appears to be LOST :ROFLMAO: The tracking info hasn't updated for 3 days, and it's about an hour or so from his location. So close!

He messaged me this morning, and was all "I don't know what to do, can you please look into this."

"Absolutely," I replied, knowing there's not a damn thing I can do when it's half a country away. I did call UPS though, and they told me what I thought they would - they told me what I was already looking at on my screen, and said if I didn't want to give it more time I could fill out a lost package claim online.

So I sent dude a message that said "Ups recommends giving it some more time, or (and here is where I lied) you can call UPS in Houston there and tell them they are sitting on your package and you're hoping they can look for it." I ended the message with "I hope they find it!"

In the spoiler section here, hidden for levity, I need some suggestions from the braintrust. That's....that's you guys, in case it wasn't obvious.


So, for all you eBay pros out there who know more about this than I...lend me your ears! Ok, actually, ew, so just listen up cause your boy needs some advice:

I had 2 figures for sale, listed separately. A Batman and a Superman.
Dude buys both figures in separate sales, not a single cart transaction. Separate.
Figures sent, figures arrive.
Dude notices missing batarang. Sends me a message on the Superman figure. You know how you click on your purchase and it gives you the option to "contact seller"? He did that, but on the Superman figure and not the Batman figure.
I offer a small refund for the batarang. Dude wants to return it instead.
He agrees to wait until I tell him I've found it or not. Batarang is found. Batarang is shipped.
All of the communication regarding shipping this batarang happened on the Superman figure listing.
Additionally, this shipping was conducted outside of eBay. Like, we used eBay's message platform to communicate, but the label and agreement was not essentially an eBay thing.

My question is this: My listing clearly states that I do not accept returns, I don't give refunds. The listing, surprisingly, also does not say that the figure was "complete", although it is listed as "new" with the caveat that I did a video review on it but it was never displayed. We are not past the 1 week period when he received it, and ebay has already given me the automated positive feedback. So isn't he basically fucked as far as the Batarang is concerned? Like, there should be no way to force me to accept a return when 1, the communication on it never happened on the Batman figure so technically I've received no complaint on that figure yet, 2) it's been over a week and eBay has already provided automated feedback, and C) this agreement to send the Batarang happened outside of Ebay, as in it wasn't an eBay purchase or an eBay label or anything like that. I'm assuming eBay would look at that and say "you've had it over a week and now you're complaining about a missing part, we can't help you. What if you lost it yourself?"

I'm not trying to screw the guy, but I also clearly do not take returns and that money is long spent. What do you guys think?
 
TheRealSmallville said:
The latest in the Batarang saga...the package thus far appears to be LOST :ROFLMAO: The tracking info hasn't updated for 3 days, and it's about an hour or so from his location. So close!

He messaged me this morning, and was all "I don't know what to do, can you please look into this."

"Absolutely," I replied, knowing there's not a damn thing I can do when it's half a country away. I did call UPS though, and they told me what I thought they would - they told me what I was already looking at on my screen, and said if I didn't want to give it more time I could fill out a lost package claim online.

So I sent dude a message that said "Ups recommends giving it some more time, or (and here is where I lied) you can call UPS in Houston there and tell them they are sitting on your package and you're hoping they can look for it." I ended the message with "I hope they find it!"

In the spoiler section here, hidden for levity, I need some suggestions from the braintrust. That's....that's you guys, in case it wasn't obvious.


So, for all you eBay pros out there who know more about this than I...lend me your ears! Ok, actually, ew, so just listen up cause your boy needs some advice:

I had 2 figures for sale, listed separately. A Batman and a Superman.
Dude buys both figures in separate sales, not a single cart transaction. Separate.
Figures sent, figures arrive.
Dude notices missing batarang. Sends me a message on the Superman figure. You know how you click on your purchase and it gives you the option to "contact seller"? He did that, but on the Superman figure and not the Batman figure.
I offer a small refund for the batarang. Dude wants to return it instead.
He agrees to wait until I tell him I've found it or not. Batarang is found. Batarang is shipped.
All of the communication regarding shipping this batarang happened on the Superman figure listing.
Additionally, this shipping was conducted outside of eBay. Like, we used eBay's message platform to communicate, but the label and agreement was not essentially an eBay thing.

My question is this: My listing clearly states that I do not accept returns, I don't give refunds. The listing, surprisingly, also does not say that the figure was "complete", although it is listed as "new" with the caveat that I did a video review on it but it was never displayed. We are not past the 1 week period when he received it, and ebay has already given me the automated positive feedback. So isn't he basically fucked as far as the Batarang is concerned? Like, there should be no way to force me to accept a return when 1, the communication on it never happened on the Batman figure so technically I've received no complaint on that figure yet, 2) it's been over a week and eBay has already provided automated feedback, and C) this agreement to send the Batarang happened outside of Ebay, as in it wasn't an eBay purchase or an eBay label or anything like that. I'm assuming eBay would look at that and say "you've had it over a week and now you're complaining about a missing part, we can't help you. What if you lost it yourself?"

I'm not trying to screw the guy, but I also clearly do not take returns and that money is long spent. What do you guys think?
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I would say you might be vulnerable here if the communication mentioned the Batman figure. Ebay typically sides with the buyer and if the buyer pushes it hard enough to investigate, they will see all the communications between you and the buyer. Hopefully the Batarang shows up or the buyer relaxes!
 
Yup. I worked at eBay for a while. We could read all communication between seller and buyer, we had access to everything in your account. And while it is indeed funny, that can be used against you. We had no official policy for siding with buyer's in place (at least when I worked there in 2018 to 2019), but some advice:

Again, while I do find this all amusing, I would at least portray to him that you are actively trying to locate it. Share screenshots of any messaging you might have had with UPS.

In it, at some point, you may want to slip in some sort of caveat, like the offer of some money back, you "don't usually do this", "I don't accept returns, but I can give you a couple bucks", etc. Show from here on out that you're trying to make it right.

Side note: In the future, always put "COMES AS SHOWN" in the description. If it doesn't show all 6 batarangs and you've made it clear that it comes as shown, you can get away with issues like this coming up.

Back to now: I would also like to make it clear that if he tries to pursue a case, one-- reject it immediately, highlighting your no return policy. Two, call eBay ASAP and inform them of everything going on. Be proactive and be quick about it. The sooner you call them, and the sooner you fight the case while pleading it, the higher your chances of winning it are. I would make sure you share everything with them that you've done to make it right, encourage the agent to look at all of your communication, etc.
 
I think the best outcome for you is to have him not realize he's initiating a return for a Superman figure. If he sends back a Batman, then you can say he returned the wrong item.
I've seen many people online say ebay's "no returns" policy applies only to buyer's remorse. How do you prove that?
 
Ah, I see. I was hoping they would only check the messages pertaining the figure he has an issue with, which in this case would be a Batman figure that has had no messages exchanged on it because he's been doing everything through the Superman figure lol

He responded to my message about UPS. He said he will check again later but "This is making me very anxious, believe me."

I'm so sick of selling things on eBay lol I understand the intention was for the figure to be 100% complete, but the listing doesn't state that. I don't actually have the $220 to return if they force me to do it, I'm only selling these because work stuff came up and I needed the cash. All of this over 1 little piece of plastic that he's going to lose the first time the figure takes a shelf dive anyway.

Thanks for the advice guys, I appreciate it!
 
Reefer Shark said:
I hope this ends up in your favor man!
Click to expand...

Thank you, me too! eBay sided with me a year ago on a Hot Toys figure, the buyer wanted to return it because the shipping box had a hole in it (the figure itself was pristine). He even tried doing a chargeback on his credit card, but everyone sided with me on it. I was pretty surprised, I had always heard eBay mostly sides with buyers and not sellers. So, here we go again, I'm sure. I reminded him that I would be happy to send him a $10 refund for the batarang, even though I typically do not do refunds and I do not accept returns.

If he tries to push it, I mean...it's been a week. Who knows what the condition of that figure is by this point, and who knows if it's even actually missing the piece or if he lost it during unboxing. Just because I found a batarang at my table doesn't mean it's literally the batarang to that specific figure, Batman's come with them all the time.

I sympathize with him to an extent, but I just can't imagine holding someone accountable for UPS or Fed Ex losing something. I realize it's my responsibility and all that, but it's not something I personally would pursue if I were in that position because it's not really the seller's fault.

I'm grumpy now lol
 
man, this can get very frustrating! Sometimes ebay comes through for sellers though like you mentioned, so definitely don't lose hope!

I had a case a few years back where I sold an Asmus Witch King 1/6 figure internationally. The buyer received the figure and found that one of the belts had started to deteriorate. I had no idea, but I believed him because pleather does that.

So I called ebay just to see what my options were - I was transferred a department that handles international sales issues - they refunded the buyer in full and let him keep the figure and didn't ding me at all. I was shocked and still dont understand how it ended up with that outcome!
 
Reefer Shark said:
man, this can get very frustrating! Sometimes ebay comes through for sellers though like you mentioned, so definitely don't lose hope!

I had a case a few years back where I sold an Asmus Witch King 1/6 figure internationally. The buyer received the figure and found that one of the belts had started to deteriorate. I had no idea, but I believed him because pleather does that.

So I called ebay just to see what my options were - I was transferred a department that handles international sales issues - they refunded the buyer in full and let him keep the figure and didn't ding me at all. I was shocked and still dont understand how it ended up with that outcome!
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Oh, wow! That's pretty impressive, actually. I didn't know they would offer refunds while not requiring the seller to pony up, that's cool!

One of the biggest hurdles with these things is trying to explain over the phone to an ebay rep what this stuff is. Most of them don't really know the ins and outs of action figures, accessories, etc. Basically, I think what ultimately saved me last time was the ebay rep I spoke to treated the shipping box as just that - a shipping box. Since the figure was undamaged, they sided with me. What they don't know about Hot Toys collectors is that stupid brown shipper box is gold to them, and if it's missing they want a huge discount. If it's damaged, they don't want it at all. Not knowing this stuff helped me last time, but it's hard to explain this stuff sometimes.
 
Those damn brown boxes caused me the same issues. So crazy what people focus on sometimes! I would list stuff without them (because sometimes I didn't get figures in them) and would get peppered with "do you have the brown shipper?". Selling 2nd hand Hot Toys is a truly stressful endeavor for multiple reasons.
 
TheRealSmallville said:
What they don't know about Hot Toys collectors is that stupid brown shipper box is gold to them, and if it's missing they want a huge discount. If it's damaged, they don't want it at all. Not knowing this stuff helped me last time, but it's hard to explain this stuff sometimes.
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You know what's funny is I keep shippers for everything cuz it's not really extra space if you put the box in it. I don't do hot toys anymore but I remember that was a huge deal.

Anything else, people are always like why would I want that? I thought at least the Mondo people would care.
 
Reefer Shark said:
Those damn brown boxes caused me the same issues. So crazy what people focus on sometimes! I would list stuff without them (because sometimes I didn't get figures in them) and would get peppered with "do you have the brown shipper?". Selling 2nd hand Hot Toys is a truly stressful endeavor for multiple reasons.
Click to expand...

Exactly! lol Every damn time, "do you have the shipper box?" "What condition is the shipper box?"

Sometimes they get mad, because if the figure has a shipper box then every listing of mine says "figure will ship IN the brown shipper, as Hot Toys intended. If it's good enough for Hot Toys and Sideshow, it's good enough for us!" And I constantly get messages complaining because the post office wrote on the outside of it, or UPS stuck stickers all over it, or what have you. And I always have to remind them that the listing said it would ship in the SHIPping box.

It's maddening. I hate selling things online period, but Hot Toys are the worst because of every little thing. If I didn't need cash quickly, I would never deal in them.
 
Another guy just messaged me that my pricing was too low and I'm not making money back at retail because he knows I didn't get these figures on clearance.

He's not interested in buying, he's just trying to help me out.

Now I did block him. But is it a recession indicator that people are projecting their own financial trauma onto others and trying to help out?
 
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