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by Nancy L.
Hix
Your
auction for a Steuben vase took hours to research and format and
finally your efforts paid off with a high winning bid. Armed
with a sturdy carton, packing tape, and a supply of foam
puffies, you're ready to send the vase on a safe journey to its
new home. However, in addition to carefully packing the item to
prevent breakage, you may want to add another step to the
packing process. Before that priceless jetsam wears its first
cloak of bubble wrap, there's another bit of advice to consider,
especially if the item isn't one of a kind. Safeguard yourself
against the latest type of online auction fraud.
A buyer might choose to exercise your
return policy and the item to which you bid farewell might end
up right back on your doorstep. However, in the case of a
dishonest buyer, the piece you receive might not be the same one
you sent. To avoid becoming a venue for a deceitful person's
desire to turn their slightly damaged item into a brand-new one,
be mindful of the dreaded "buy and switch" routine.
You can take some steps to lessen the chances of being a victim
of this type of fraud. To safeguard your merchandise, mark the
item in an inconspicuous way or include a "void if seal is
broken" mechanism.
Setting
the Seal
I'm not advising you to scribble your name on a book's title
page, or slather your initials in permanent marker on an antique
mirror, or deface a crystal decanter by etching your brand into
it. You can, however, mark your item in several ways that won't
void the condition you guaranteed in your auction description.
Here are a few methods used by the seasoned sellers at the
Online Trader's Web Alliance:
With plush toys, sew in
a thin, colored thread that you can see only if you part a seam.
- Affix your own personal swing tag. (A swing tag is a
personalized tab of heavy paper stock with a small hole,
through which you attach a double-ended plastic fastener
with a special tool. The other end attaches to fabric, much
like garment price tags.) Tell the buyer that you will
accept returns only if the swing tag is in place. Be sure
that affixing the tag does not tear or damage the fabric.
- On high-end (nonporous) items such as earthenware, glass,
or figurines, make a small dot in an inconspicuous place
with ink that you can detect only under a black light. Pens
with this type of ink also work on record labels, books, or
sports cards, and will not damage the item. For sports
cards, make the mark on the edge and not the face of the
card. A tiny dab will do--don't whitewash it!
- For nonporous items, affix a "void sticker" with
your name or logo. Make sure it won't come off in one piece,
and only use stickers with adhesive that won't damage the
item. Tell the buyer that all returns must have the sticker
in place and intact.
- If you're selling a book, pick one page and color in the
letter "o" lightly with a pencil.
- Also for books, there's the old-fashioned sealing wax
method. Loop thin string or thread between two pages and
around the spine, then drip some wax on the thread ends (not
the book) and seal it with your thumbprint. Explain before
the buyer receives the item that you accept returns only
with the wax seal intact.
Proceed
With Caution
Remember that no matter the method used, you must not
damage the item and must not void the condition you
specified in your auction description. If this happens, the
buyer may rightfully return the item. Be careful that the
method you use is appropriate for the item. Over time, and as
you sell more and more, you'll probably devise a few foolproof
marking methods of your own.
You also may want to keep detailed
photographs of the items you sell. If you have a scanner, scan
the front and back of sports cards or other flat items;
otherwise, photograph your merchandise. Hang on to your
auction photos until the transaction is complete. This serves
as documentation of what you sent to your buyers.
Packing
Material
Always pack items in the most secure manner possible to prevent
damage during shipping. The better it's wrapped, the less chance
there is of inviting a dishonest buyer to claim the item was
damaged during shipping and to send back a flawed one to
"prove" it. In addition, if you can shrink-wrap the
item so it can be clearly viewed within the wrapping, then
specify that the item must be in the original shrink-wrap in
order to be accepted for return. You can personalize the
shrink-wrap by stamping your name or business name on it to
prevent someone from rewrapping it once it has been opened.
In some cases, you
shouldn't tell the buyer that you've marked your item. If you
used markings that easily can be redone, such as a thread sewn
into a plush toy, you'll have to check for it if the item is
returned before agreeing to send a refund.
If the identification
is more obvious, as in the case of a sticker or swing tag, the
shipping note you tuck into the package should explain your
return policy, including how your fraud prevention method works.
Explain that the sticker or tag must be in place in order for
you to accept the item. If you're up front about your
safeguarding process, an honest buyer will regard you as a
seller who takes pride in sending quality goods. Good packing
and proper item marking tells buyers that you take your online
auction selling very seriously.
The
Buyer Wants to Return It
The buyer might notify you within three days of receiving the
item that he or she wishes to return it. Reiterate your return
policy and explain that whatever "seal" you included
must be in place in order for you to accept the item and send a
refund. The most important thing is to not issue a refund
until you have verified that the item returned is actually the
one you sent. If you'd rather not tell the buyer about having
marked the item, specify that you'll issue a refund only after
you have inspected the item. Never have both the money and the
item out of hand.
Remember: If you signal
to unsavory buyers potentially considering the buy and switch
that you're a few steps ahead of them, you will encourage such
buyers to take their dishonest practices elsewhere.
Back to Auction tips &
tactics
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