I'd like to share the coversation between me and the buyer, since I feel I need support (this is the first time I'm selling on ebay, and of course I want everything to be great and my buyers too be happy. But I simply can't be to "nice" so I'll loose out on my sellings..)
From buyer:Hi!
i received my package today and thanks for the quick shipping.
but i'm very disapointed!!! the pony has a big scratch on left eye and on the symbol on the right side but the worst is that the pony come in my house in this condition :
http://i1246.photobucket.com/albums/gg602/marypony57/brocantes et co/P7130002Copier.jpg
it seems it was glued to the neck and i can't fix the head now without glue contrary to the others ponies i have...
you said that it was in good condition but it's not true... i'm sad...
so what is your proposition?
see you soon i hope, regards, mary.
From me:Hello! Thank you for contacing me!
I had no ide the pony-head was glued on when I shipped it. I've had it only for a couple of months and the former seller never did tell me this. I'm so sorry you recieved it like that, and understand your dissappointment.
I usually don't do partial refunds. But I'd be willing to work something out with you.
Or you can send the pony back to me for a full refund.
Let me know how you feel about this
Kind regards
From buyer: Hello,
I really want to keep this pony because i'm looking for him for so long and I will try to fix his head again.
So if you give me a refund of half of the price it would be ok for me. Tell me if it's also ok for you.
Kind regards,
Marie
From me Hello again!
Considering the value of the baby - even with her head of, I'd like to offer you to return it for a full refund instead.
Let me know if you want to keep her or send her back.
Thank you again for contacting me
From buyer Hello,
I really want to keep this pony because i'm looking for him for so long and I have fix his head again.
It's not very pretty because of the glue. So I will add a ribbon.
If you give me a refund of half of the price it would be ok for me.
Tell me if it's also ok for you.
Kind regards,
Marie
From me: Hello again!
I'll only offer return for full refund. So let me know if you want to keep the pony or return it for full refund.
Kind regards
From buyer: hi!
i don't understand your reaction and messages...
in the first message you tell me :
"I usually don't do partial refunds. But I'd be willing to work something out with you.
Or you can send the pony back to me for a full refund. "
so i say to you that i don't want a total refund and a return but just the half price refund and now you say no...
( for return you the pony, i have costs and this money is lost for me... in all situations I'm losing... )
i'm very sad!...
My last message: I understand your frustration.
I've been checking with fellow collectors over at the mlparena, I don't know if you are a member there? If you are you should be able to see the thread in the 'trader support'-forum. My username there is also sweetscoops.
The pony is worth way more than the auction ended so giving you a partial refund would be uneconomial and I do not usually (as I wrote in my first message) give partial refunds. So I'm offering you a return for full refund according to ebay rules. Hope you understand this
As said earlier you can choose to keep the pony or send it back for refund.
Kind regards
---
I'm awaiting answear on this last message. Is something I wrote wrong or have I been unclear or rude? :/ I do understand her frustration, but I can't afford loosing out on my sellings right now or complicate them. I'm also going on vacation in a couple of days and would love to solve this before I go