Originally Posted by Reigningchamp
I feel you, and I didn't sell them for much, so I may go the full refund route. I had them for a while and looked over them thoroughly.
He said one came apart during dinner. He said when he got home he looked at the other it it came off in his hands. I am seriously mind blown.
I'd probably tell him that though you're under no obligation to do so, building a clientele who looks forward to your weekly auctions is the ultimate goal for your online business and as such, you're going to refund. You appreciate him as a customer and want him to continue to shop with you for years to come.
I would then note that you had inspected the shoes and they seemed solid or you would never have sold them in the first place.
either my 3rd or 4th deal, I sold a NWT, still in the plastic Sir Pendleton wool shirt to a guy. He gets it and sends me a pic of 4-5 moth holes in the back of the shirt. I had no way to know that because I didn't want to unpin it and destroy the NWT packaging. When I saw the pics, I was embarrassed. I refunded the money and asked him to dispose of the shirt as it had no value for me. Without telling him, I sent him a brand new wool rich shirt in that same size and a handwritten note explaining how important customer satisfaction is to me as I'm building a store, and I view each interaction with a customer as an opportunity to improve my brand and my online reputation. I was disappointed that I sent something that was less than promised, so I went out of my way (over-rotated?) to fix it. He sent me a nice email and left great feedback.
All I could hope for under the circumstances.
I start with the premise that while people are looking for a bargain, most people are honest about it when they complain. The exceptions go on the block list.
I started doing this in September and opened my store in October. Plus, I don't depend on this income to support my lifestyle. I know for others this is a primary income or an important income supplement or contributor. So what do I know. Others with more experience will advise you better.