|
 |
| | | Author: | GQruel  | | Posted: | Aug 15, 2023 01:41 | | Subject: | Buyer claims 10% of parts are missing | | Viewed: | 187 times | | Topic: | Selling | |
|
| Hi!
I really need some advise here guys. I recently sold a Queen Annes Revenge 4195,
100% complete with instructions. About a week ago I got this message from the
buyer:
"Hello, I received the package and already tried to built it to check the
parts. I came to the conclusion that about 110 items were missing. Like all the
skulls and torso's were missing. and things like the guns and spears. This
is far from being complete and I looked up the missing parts on BrickLink and
came to the conclusion that it would cost me an extra 130 Euro to complete the
model.
So not very satisfied with this order."
Ok, so he claims about 10% of the 1049 parts are missing.
I replied:
"All small items are in separate smaller bags. All skulls and skeletons are
in one bag. All weapons and accessories in one bag and all minifigs in one bag.
Please check again. I know for sure I packed it all."
I run a very small business with only a couple sales per months so I remember
ever sale and packing well. I always double check all parts with BL inventory
before packing. There is simply no way I missed 110 parts.
When I didn't get an answer I asked him:
"Hello again, I just wanted to make sure you found the missing bags?"
He replied: Nope, nowhere to be found. There was a 1 big bag and 3 smaller bags.
Me: "Yes, ok. There was supposed to be one big and three small bags. One
small for minifigs, one for weapons and accessories and one for skulls and skeletons
etc. So what is the issue?"
Got this message yesterday:
"that here is no bag with the skulls and the skeletons, spears and other
small related parts. None of it was included in the 4 bags.
Already ordered the missing parts with other suppliers."
So hold on, he already ordered the "missing" parts from someone else?
I mean, if I recieved an order missing a lot of parts the first thing I would
do is to demand a refund or send a list of the missing parts to the seller asking
him to send them. The buyer has no negative feedback and a rating of 300+ but
I don't know, this just seems fishy to me.
What do you think? what would you do?
Best Regards
Gustaf
|
|
|
| | | | | |
| | | | | Author: | ghyde | | Posted: | Aug 15, 2023 02:34 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 52 times | | Topic: | Selling | |
|
| I'd advise you to get the buyer to send you photos of what he did receive
in the bags.
Cheers ...
ghyde
In Selling, GQruel writes:
| | Hi!
I really need some advise here guys. I recently sold a Queen Annes Revenge 4195,
100% complete with instructions. About a week ago I got this message from the
buyer:
"Hello, I received the package and already tried to built it to check the
parts. I came to the conclusion that about 110 items were missing. Like all the
skulls and torso's were missing. and things like the guns and spears. This
is far from being complete and I looked up the missing parts on BrickLink and
came to the conclusion that it would cost me an extra 130 Euro to complete the
model.
So not very satisfied with this order."
Ok, so he claims about 10% of the 1049 parts are missing.
I replied:
"All small items are in separate smaller bags. All skulls and skeletons are
in one bag. All weapons and accessories in one bag and all minifigs in one bag.
Please check again. I know for sure I packed it all."
I run a very small business with only a couple sales per months so I remember
ever sale and packing well. I always double check all parts with BL inventory
before packing. There is simply no way I missed 110 parts.
When I didn't get an answer I asked him:
"Hello again, I just wanted to make sure you found the missing bags?"
He replied: Nope, nowhere to be found. There was a 1 big bag and 3 smaller bags.
Me: "Yes, ok. There was supposed to be one big and three small bags. One
small for minifigs, one for weapons and accessories and one for skulls and skeletons
etc. So what is the issue?"
Got this message yesterday:
"that here is no bag with the skulls and the skeletons, spears and other
small related parts. None of it was included in the 4 bags.
Already ordered the missing parts with other suppliers."
So hold on, he already ordered the "missing" parts from someone else?
I mean, if I recieved an order missing a lot of parts the first thing I would
do is to demand a refund or send a list of the missing parts to the seller asking
him to send them. The buyer has no negative feedback and a rating of 300+ but
I don't know, this just seems fishy to me.
What do you think? what would you do?
Best Regards
Gustaf
|
|
|
|
| | | | | | | | | |
| | | | | | | Author: | GQruel | | Posted: | Aug 15, 2023 02:47 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 54 times | | Topic: | Selling | |
|
| Good idea, I will ask fore some pictures. One of the bags contained only parts
he claims are missing, that would mean he recieved that bag empty.
As I opened my store I always took pictures of the box, with the content inside,
before sealing it. I wish I had done that now, for some reason I quit doing it.
| | I'd advise you to get the buyer to send you photos of what he did receive
in the bags.
Cheers ...
ghyde
|
|
|
| | | | | |
| | | | | Author: | SezaR | | Posted: | Aug 15, 2023 02:51 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 54 times | | Topic: | Selling | |
|
| In Selling, GQruel writes:
| | Hi!
I really need some advise here guys. I recently sold a Queen Annes Revenge 4195,
100% complete with instructions. About a week ago I got this message from the
buyer:
"Hello, I received the package and already tried to built it to check the
parts. I came to the conclusion that about 110 items were missing. Like all the
skulls and torso's were missing. and things like the guns and spears. This
is far from being complete and I looked up the missing parts on BrickLink and
came to the conclusion that it would cost me an extra 130 Euro to complete the
model.
So not very satisfied with this order."
Ok, so he claims about 10% of the 1049 parts are missing.
I replied:
"All small items are in separate smaller bags. All skulls and skeletons are
in one bag. All weapons and accessories in one bag and all minifigs in one bag.
Please check again. I know for sure I packed it all."
I run a very small business with only a couple sales per months so I remember
ever sale and packing well. I always double check all parts with BL inventory
before packing. There is simply no way I missed 110 parts.
When I didn't get an answer I asked him:
"Hello again, I just wanted to make sure you found the missing bags?"
He replied: Nope, nowhere to be found. There was a 1 big bag and 3 smaller bags.
Me: "Yes, ok. There was supposed to be one big and three small bags. One
small for minifigs, one for weapons and accessories and one for skulls and skeletons
etc. So what is the issue?"
Got this message yesterday:
"that here is no bag with the skulls and the skeletons, spears and other
small related parts. None of it was included in the 4 bags.
Already ordered the missing parts with other suppliers."
|
This happened once to me as a buyer. I finally found the missing bag inside the
package.
How did you pack? One possibility is that the buyer did not find it or the package
was damaged and one bag fell off.
| |
So hold on, he already ordered the "missing" parts from someone else?
I mean, if I recieved an order missing a lot of parts the first thing I would
do is to demand a refund or send a list of the missing parts to the seller asking
him to send them. The buyer has no negative feedback and a rating of 300+ but
I don't know, this just seems fishy to me.
|
I have received about 1600 orders and had like 2-4 bad/difficult experiences.
I recently had a such a difficult experience with a buyer with about 250 positive
feedbacks and only one neutral: multiple PayPal claims,....
It is not your business what the buyer decides to buy from other sellers, specially
without your accordance. So, if he submits a PayPal claim, just request him to
return what he received.
| |
What do you think? what would you do?
Best Regards
Gustaf
|
|
|
|
| | | | | | | | | |
| | | | | | | Author: | GQruel | | Posted: | Aug 15, 2023 04:28 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 57 times | | Topic: | Selling | |
|
| Thanks for your reply.
That was my first thought too, that a couple of the smaller bags got lost in
the packing material, especially as the items he says are missing are only found
in two of the smaller bags. However he then says he recieved all 4 bags, 1 big
and 3 small, just the way I packed it so that rules out missing bags. I packed
1 bigger bag with all the bigger parts (hull, masts, normal bricks etc.) and
3 smaller bags for minifigs, weapons and accessories and skeleton parts and skulls.
The bags was places in a cardboard box filled with both bubblewrap and newspapers.
Ofcourse he can do what he wants and buy from others but why would he want to
pay again for parts ha has already paid for? I don't know how the PayPal
claims work, would I be contacted by Paypal in some kind of hearing och investigation?
Or would Paypal charge me immediately whatever the buyer is asking for?
Gustaf
| | This happened once to me as a buyer. I finally found the missing bag inside the
package.
How did you pack? One possibility is that the buyer did not find it or the package
was damaged and one bag fell off.
|
| | I have received about 1600 orders and had like 2-4 bad/difficult experiences.
I recently had a such a difficult experience with a buyer with about 250 positive
feedbacks and only one neutral: multiple PayPal claims,....
It is not your business what the buyer decides to buy from other sellers, specially
without your accordance. So, if he submits a PayPal claim, just request him to
return what he received.
|
|
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | yorbrick | | Posted: | Aug 15, 2023 05:32 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 51 times | | Topic: | Selling | |
|
| | | Ofcourse he can do what he wants and buy from others but why would he want to
pay again for parts ha has already paid for?
|
If it is time sensitive. For a show, or present, or photoshoot, etc.
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | SezaR | | Posted: | Aug 15, 2023 05:59 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 60 times | | Topic: | Selling | |
|
| In Selling, GQruel writes:
| | Thanks for your reply.
That was my first thought too, that a couple of the smaller bags got lost in
the packing material, especially as the items he says are missing are only found
in two of the smaller bags. However he then says he recieved all 4 bags, 1 big
and 3 small, just the way I packed it so that rules out missing bags. I packed
1 bigger bag with all the bigger parts (hull, masts, normal bricks etc.) and
3 smaller bags for minifigs, weapons and accessories and skeleton parts and skulls.
The bags was places in a cardboard box filled with both bubblewrap and newspapers.
Ofcourse he can do what he wants and buy from others but why would he want to
pay again for parts ha has already paid for? I don't know how the PayPal
claims work, would I be contacted by Paypal in some kind of hearing och investigation?
Or would Paypal charge me immediately whatever the buyer is asking for?
Gustaf
|
It took me months, even over a year, for me to learn how PayPal works, how Bricklink
works, what sellers do to protect themselves... and only after, I began to sell.
At the beginning, I only sold in Canada, then I added USA, and then Europe and
then all the world.
So these are really not questions you ask now. You are supposed to know well
enough about basic things.
But it is not too late. My honest advice is to keep learning about Bricklink,
NPB, NSS,... to the point you feel you know the important staff. This forum is
a great source.
As for your question, buyer can file a claim as "item is not as described".
Then PayPal in general gives you two option: give him a (partial) refund or suggest
a refund of lower level, and if not, you can request buyer to return the item.
Buyer has to pay for return shipping, from his own pocket, and once the package
is returned to you, and tracking number shows that, PayPal issues a full refund.
What you loose is shipping cost to buyer and what buyer loses is the cost of
return shipping.
| |
| | This happened once to me as a buyer. I finally found the missing bag inside the
package.
How did you pack? One possibility is that the buyer did not find it or the package
was damaged and one bag fell off.
|
| | I have received about 1600 orders and had like 2-4 bad/difficult experiences.
I recently had a such a difficult experience with a buyer with about 250 positive
feedbacks and only one neutral: multiple PayPal claims,....
It is not your business what the buyer decides to buy from other sellers, specially
without your accordance. So, if he submits a PayPal claim, just request him to
return what he received.
|
|
|
|
|
| | | | | |
| | | | | Author: | cosmicray | | Posted: | Aug 15, 2023 07:21 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 71 times | | Topic: | Selling | |
|
| In Selling, GQruel writes:
| | Hi!
I really need some advise here guys. I recently sold a Queen Annes Revenge 4195,
100% complete with instructions. About a week ago I got this message from the
buyer:
"Hello, I received the package and already tried to built it to check the
parts. I came to the conclusion that about 110 items were missing. Like all the
skulls and torso's were missing. and things like the guns and spears. This
is far from being complete and I looked up the missing parts on BrickLink and
came to the conclusion that it would cost me an extra 130 Euro to complete the
model.
So not very satisfied with this order."
Ok, so he claims about 10% of the 1049 parts are missing.
I replied:
"All small items are in separate smaller bags. All skulls and skeletons are
in one bag. All weapons and accessories in one bag and all minifigs in one bag.
Please check again. I know for sure I packed it all."
I run a very small business with only a couple sales per months so I remember
ever sale and packing well. I always double check all parts with BL inventory
before packing. There is simply no way I missed 110 parts.
When I didn't get an answer I asked him:
"Hello again, I just wanted to make sure you found the missing bags?"
He replied: Nope, nowhere to be found. There was a 1 big bag and 3 smaller bags.
Me: "Yes, ok. There was supposed to be one big and three small bags. One
small for minifigs, one for weapons and accessories and one for skulls and skeletons
etc. So what is the issue?"
Got this message yesterday:
"that here is no bag with the skulls and the skeletons, spears and other
small related parts. None of it was included in the 4 bags.
Already ordered the missing parts with other suppliers."
So hold on, he already ordered the "missing" parts from someone else?
I mean, if I recieved an order missing a lot of parts the first thing I would
do is to demand a refund or send a list of the missing parts to the seller asking
him to send them. The buyer has no negative feedback and a rating of 300+ but
I don't know, this just seems fishy to me.
What do you think? what would you do?
Best Regards
Gustaf
|
Did the set cross a border, where customs would have opened the package for inspection
? That is one possibility, that might explain where both the seller and customer
are correctly describing the situation … that being that something did not survive
customers inspection intact.
Nita Rae
|
|
|
| | | | | | | | | |
| | | | | | | Author: | Darth_Smithy | | Posted: | Aug 15, 2023 11:53 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 52 times | | Topic: | Selling | |
|
| Also, did you write "Lego" on the customs forms instead of "plastic
toy"? That greatly increases theft risk during shipping.
I once ordered some Victorinox Swiss Army knives from Europe and the seller actually
wrote the make and model on the form instead of just writing "pocket knife"
My order arrived having been torn open aggressively and taped shut with tape
marked to a mail processing plant. Inside the bag...empty Victorinox boxes. Being
caught with the boxes would be hard to explain, so it was easiest for the thief
just to send them along.
If you wrote "Lego" on the box, someone less than honest may have looted
them en route.
I even once received an empty box by courier, as the guy who stole the contents
en route wanted the parcel to keep getting scanned down the line so it isn't
obvious where it was stolen.
|
|
|
| | | | | | | | | | | | | |
| | | | | | | | | Author: | GQruel | | Posted: | Aug 17, 2023 02:18 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 35 times | | Topic: | Selling | |
|
| I marked it as "used Lego", I always have, maybe have to change that
now after reading your reply. I don't know mate, I mean If someone less than
honest opened and looted the package, why not empty the thing completely? Or
at least take the most expensive parts - the minifigures.
Gustaf
| | Also, did you write "Lego" on the customs forms instead of "plastic
toy"? That greatly increases theft risk during shipping.
I once ordered some Victorinox Swiss Army knives from Europe and the seller actually
wrote the make and model on the form instead of just writing "pocket knife"
My order arrived having been torn open aggressively and taped shut with tape
marked to a mail processing plant. Inside the bag...empty Victorinox boxes. Being
caught with the boxes would be hard to explain, so it was easiest for the thief
just to send them along.
If you wrote "Lego" on the box, someone less than honest may have looted
them en route.
I even once received an empty box by courier, as the guy who stole the contents
en route wanted the parcel to keep getting scanned down the line so it isn't
obvious where it was stolen.
|
|
|
|
| | | | | | | | | |
| | | | | | | Author: | GQruel | | Posted: | Aug 17, 2023 02:13 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 41 times | | Topic: | Selling | |
|
| Yes, it crossed borders so it is possible but shouldn't the box have signs
of being opened if that was the case? The buyer didn't notice anytning like
that.
Gustaf
| | Did the set cross a border, where customs would have opened the package for inspection
? That is one possibility, that might explain where both the seller and customer
are correctly describing the situation … that being that something did not survive
customers inspection intact.
Nita Rae
|
|
|
| | | | | |
| | | | | Author: | Give.Me.A.Brick | | Posted: | Aug 15, 2023 08:02 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 67 times | | Topic: | Selling | |
|
| This will not solve your present issue but I strongly advice every seller to
take photographs of the product before packing and sometimes halfway packing
too. I do that mostly for peace of mind, I want to be sure that I've sent
the items.
But it also helps to point the costumer in the right direction to find a "missing"
bag. Recently I sold an empty box and a Duplo part and the Buyer couldn't
find the Duplo part. With the photos I took during packing, he found the "missing"
part alright 
Photos will not prove that the Buyer received the complete order though. I had
an order where I sent the parts in two sealed sleeves and only one of them was
inside the box. It had a Customs tape so it is most likely the other sleeve spilled
over in the Customs house.
With a photograph I could reassure myself that I've sent the complete order
and also show my costumer that I did my part correctly which was reassuring for
him as well. Of course I reshipped the missing parts, neverthless.
As for the present issue you have in hands, ask him photos of the order he received
and go from there. But always assume that he may be telling the truth. It's
always preferable to set free a guilty man than to set an innocent one to prison.
|
|
|
| | | | | | | | | |
| | | | | | | Author: | jennnifer | | Posted: | Aug 15, 2023 12:14 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 50 times | | Topic: | Selling | |
|
| In Selling, Give.Me.A.Brick writes:
| | This will not solve your present issue but I strongly advice every seller to
take photographs of the product before packing and sometimes halfway packing
too. I do that mostly for peace of mind, I want to be sure that I've sent
the items.
|
I do this as well! It grants one peace of mind, the ability to track down errors,
and to 'jog' the memory of your buyers if needed.
I just lay out all the baggies on a sheet of white paper and grab a quick image.
It's also a good way to double-check an order.
~Jen
|
|
| | | | | | | | | |
| | | | | | | Author: | rab1234 | | Posted: | Aug 15, 2023 13:39 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 42 times | | Topic: | Selling | |
|
| You're right that taking a picture won't protect you. They could just
argue that you took the contents back out after taking the photo.
I still strongly believe it's a waste of time to photograph almost anything.
Even if it only takes you maybe 1 minute to lay out and photograph (in your
case twice sometimes), you've spent 12,000 minutes on taking pictures of
orders (200 hours). That would have to have saved you $5,000 or more for it
to make sense financially.
In Selling, Give.Me.A.Brick writes:
| | This will not solve your present issue but I strongly advice every seller to
take photographs of the product before packing and sometimes halfway packing
too. I do that mostly for peace of mind, I want to be sure that I've sent
the items.
But it also helps to point the costumer in the right direction to find a "missing"
bag. Recently I sold an empty box and a Duplo part and the Buyer couldn't
find the Duplo part. With the photos I took during packing, he found the "missing"
part alright
Photos will not prove that the Buyer received the complete order though. I had
an order where I sent the parts in two sealed sleeves and only one of them was
inside the box. It had a Customs tape so it is most likely the other sleeve spilled
over in the Customs house.
With a photograph I could reassure myself that I've sent the complete order
and also show my costumer that I did my part correctly which was reassuring for
him as well. Of course I reshipped the missing parts, neverthless.
As for the present issue you have in hands, ask him photos of the order he received
and go from there. But always assume that he may be telling the truth. It's
always preferable to set free a guilty man than to set an innocent one to prison.
|
|
|
|
| | | | | | | | | |
| | | | | | | Author: | GQruel | | Posted: | Aug 17, 2023 02:25 | | Subject: | Re: Buyer claims 10% of parts are missing | | Viewed: | 51 times | | Topic: | Selling | |
|
| I used to do that with every order but for some reason I quit, lazyness I guess.
I will definitely start taking pictures again. I asked him for photos of what
he recieved but nothning, yet. I really wanted the "missing" parts to
be found in the packing material but the buyer says he double-checked so that
is not the case unfortunately.
Gustaf
| | This will not solve your present issue but I strongly advice every seller to
take photographs of the product before packing and sometimes halfway packing
too. I do that mostly for peace of mind, I want to be sure that I've sent
the items.
But it also helps to point the costumer in the right direction to find a "missing"
bag. Recently I sold an empty box and a Duplo part and the Buyer couldn't
find the Duplo part. With the photos I took during packing, he found the "missing"
part alright
Photos will not prove that the Buyer received the complete order though. I had
an order where I sent the parts in two sealed sleeves and only one of them was
inside the box. It had a Customs tape so it is most likely the other sleeve spilled
over in the Customs house.
With a photograph I could reassure myself that I've sent the complete order
and also show my costumer that I did my part correctly which was reassuring for
him as well. Of course I reshipped the missing parts, neverthless.
As for the present issue you have in hands, ask him photos of the order he received
and go from there. But always assume that he may be telling the truth. It's
always preferable to set free a guilty man than to set an innocent one to prison.
|
|
|
|
|
|
|
Finland, Ahvenanmaa
Australia, Queensland
Canada, British Columbia
United Kingdom, England
USA, Florida
Portugal