Just sold a used sat nav with the condition set as ‘used/good’. Out of courtesy I emailed the buyer to ask them to confirm they were aware they’d purchased a used item and not brand new (as have had so many returns from buyers mistakenly thinking they had bought new).
Here’s the sequence of messages between us since my courtesy email:
ME: Hi, I just wanted to ensure you were fully aware that this is a used item purchased, not brand new? Please can you text me back to confirm, cheers.
BUYER: Yes I know it’s a used item but the high price means it’s must be in really good condition as a brand new one is not much more.
ME: It’s noted as being used/good, minimal marks and in good working order.
BUYER: We’ve seen the brand new prices but they had none in stock and they were only £xx more so we figure it must have been something like someone didn’t like it and returned it, or the value would be a lot less.
ME: Not a problem to cancel if you prefer but can you please send an order cancellation request through to generate the refund - just go to view your order and click on the 'Cancel Items' link and follow: it through (wont work from the app, do it from a separate browser). Cheers.
BUYER: We want that one thank you.
ME: As I said earlier the condition is rated used/good so please don’t expect a near new/pristine one. (Attached a scan of the order showing used/good).
BUYER: As I stated I ordered it, your trying to put me off a purchase.
ME: Not at all, you are trying to suggest you’re expecting a near new one and I’m only stating that the condition purchased was used/good.
BUYER: Well for £XX and it’s £XX brand new what do you think I should expect on something second hand?
ME: The price you quote is when it was available brand new, it no longer is.
BUYER: Well you think it’s worth £XX from £XX when it’s brand new so you think the depreciation is £XX from brand new so it must be very good condition
ME: The price and condition are both fixed and is as described. I can only assume you may be disappointed with what you receive so maybe you should cancel? Perhaps there is another seller with a cheaper or better condition one than mine?
BUYER: It’s you that has messaged me, putting doubts in my mind as if you know something I don’t know. I’ve never in all my many years working along side Amazon had a text message from a seller putting doubts in my mind over a purchase. We have made a purchase through Amazon on a second hand purchase and I will stick with what we have purchased as that what we want.
ME: My message was a simple courtesy to you asking simply if you were aware that the item purchased was used and not brand new. If you knew how many mistaken orders have to be returned because the buyer hadn’t noticed their item was used and not new as wrongly believed.
How should I deal with this? My gut instinct is to cancel the order, even if though they want to proceed. They are obviously expecting to receive something in better condition than was advertised and I can foresee this turning into a negative feedback when they don't get it!
Pinned by community manager