Another person who didn't read the auction. Do I need to do anything?

[bluerose9978]

OK, so here's the deal. A person got her pony and she leaves feedback. Then a week later I get a message from her because apparently she didn't read the description. Here's her message:

"Hi, I just received my Wavedancer sea pony. I am disappointed because there is a lot of pen marking on the right side of the pony that cannot be seen in the photos. I was not aware of this major damage to the item which was stated to be in very good condition."

I took the pictures without hiding anything. The flash is set to go off on my camera automatically and the marks are so light the flash washed them out but it says in my description that there are marks all over her side and that's also why I kept the price LOW. And she is in very good condition. The marks can be faded and she really has no problems outside of the marks. Here is the auction:

http://www.ebay.com/itm/Rose-My-Little-Pony-Sea-Pony-Wavedancer-VERY-GOOD-G1-rare-/111615636546?pt=LH_DefaultDomain_0&hash=item19fccf7442

What would you do? Especially since you've both already exchanged feedback?

[CoonhoundBetty]

It says in your description that her body has marks, and you can see marks in the last photo. Why is she writing a week later and after feedback has been left? I don't think there is anything to do, you know?

[Gloomygirl777]

Very odd. I don't understand why she would leave positive feedback if she had a problem with the pony to begin with?? I think I would just send a nice message apologizing that she isn't satisfied but that you cannot refund/return for an item that was accurately described on your part. I would also mention that she got a good price for the pony she received. The only thing that I can think of is maybe she thinks that she overpaid and doesn't realize the going price for ponies/sea ponies??

I guess just let her know that there isn't anything you can do in a nice way. 

[LadyMoondancer]

I feel your pain on the flash washing out marks.  I have some ponies whose flaws just do NOT want to show up on-camera.  Then you get buyers who don't read the description and it's a mess!

You mentioned the flaw, so I don't think you should have to do anything.  She should have read the description.

[Sky_Rocket]

Write back with a screen shot of the auction description and circle the part where is says 'pen marks'.   Point out that theses marks might fade due to sun fading and maybe post a link to a tutorial.  Then I'd say, thanks for you time, as the auction was clearly label, no refund is due at this time.

My years in customer service are paying off!!

[bluerose9978]

Update:

I wrote back that in the description it mentions the marks and that she is in good/very good condition. It was a short reply. Nothing fancy. Well, this was her reply:

"I just re-read the description. I apologize as it seems I did miss the mention of pen marks. Although the photos do not show them. I have been buying/selling collecting ponies since 82. I would never list something in this condition as very good. But some have their own idea of good apparently. I personally would list this pony as bait... poor at very best. Since it appears you are not willing to take her back I will fix her up and give her to my neice. Thank you."

Um, bait? She is definitely not bait! I would never bait a pony in this good of condition! I have been collecting ponies since the early 80s as well! And I told her this as much in my reply and I was steamed when I replied so I might have come across as brash but I didn't care! I told her I have been among the pony community for a long time and I have bait ponies and I would never consider this a bait just because she has marks! I have sunfaded ponies with worse marks and they were stunning when finished! But the sun hasn't been out for days here! It's been gloomy and rainy and so I didn't want to have to wait until summer to get her sunfaded! Stupid Ohio weather! I also told her that sea ponies aren't cheap and that she got quite a deal on her.  I also told her I can't help if my camera flash washes out the photo. I told her I tried getting the pony at every angle.

If she is such a collector and it's such a big deal to her, then why didn't she read the auction? Why just stop at the title and photos? Why not look at ALL of the description?

I'm just steaming angry. She acted like in her message she's better than me and knows ponies more than me because she'd do things differently than me.  I have NEVER had a problem before NEVER! I really think I need to add my grading scale to this because Good/very good on my grading scale is rated fairly low. Whereas near mint is nearly perfect.

I have a cold so I think maybe I'm easily irritated.

[flying_narwhal]

The pony certainly doesn't look bait to me, but I suppose it's all a matter of personal opinion when it comes to grading condition. It isn't your fault the buyer didn't read the description, that's their responsibility. It was clearly listed that the pony had some marks. Not sure why they waited so long to contact you either, especially after leaving feedback. Sounds like a frustrating situation

This is exactly the reason I always bold all of the flaws in my listings, sometimes even going to the level of making the text red so they can't glaze over imperfections as easily. I also sometimes make a note that photos do not capture all flaws and that the items will probably look worse in person. I do this when the item is particularly used or I can't seem to get a photo that conveys the flaws the way I want. I know it might put off some buyers but it is one of the ways I feel like I can potentially protect myself.

Sorry to hear about your cold, I hope you feel better soon!

[rybett]

Could you maybe send her some cheese to go with her whine?  I admit I had to look twice to see if those were pen marks or stray hairs.  But an awesome looking girl and a steal of a price.  Some people's children...

[bluerose9978]

The pony certainly doesn't look bait to me, but I suppose it's all a matter of personal opinion when it comes to grading condition. It isn't your fault the buyer didn't read the description, that's their responsibility. It was clearly listed that the pony had some marks. Not sure why they waited so long to contact you either, especially after leaving feedback. Sounds like a frustrating situation

This is exactly the reason I always bold all of the flaws in my listings, sometimes even going to the level of making the text red so they can't glaze over imperfections as easily. I also sometimes make a note that photos do not capture all flaws and that the items will probably look worse in person. I do this when the item is particularly used or I can't seem to get a photo that conveys the flaws the way I want. I know it might put off some buyers but it is one of the ways I feel like I can potentially protect myself.

Sorry to hear about your cold, I hope you feel better soon!

A lot of times I say needs some TLC or not for the picky collector for a pony like this, but for some reason I just didn't. I wish I had, though, not that this particular buyer would have read it because they apparently don't read auctions and only look at the photos.

[Ringlets]

she was a bit rude want she?  you had described the flaws and the price reflected that too, plus why would she leave good feedback and then whine about it later?   I don't think there is anything else to be done other than move on.  Try not to let it bother you    If she has been collecting for so long then you'd think she'd know about checking descriptions on ebay especially , and also that the marks can be removed by sunfading too...?

[LittleSpiffy]

Editing what I just posted.

Buyer should have read description.  You listed everything that was wrong with the pony. 

[Galactica]

Looks to me like she very clearly did not look at all the photos or read the description.
When you pointed out the description- she had to admit you were correct, and was probably embarrassed and defensive.

I'd ignore her...