Ugh, I always feel sick reading these kinds of posts, and for the first time I’m having an issue post sale and am hoping to get some advice.
I sold my Peaches a couple of weeks ago, the buyer received her and immediately sent me a message saying she loved my painting but wanted to ask if the babies face had possibly gotten smooshed during shipping and if it would go back to normal. She sent profile photos and a video and I could not see at all what she was talking about. I saw the odd shape of the forehead and face, but it was the shape of the kit I had received from Mac’s, and exactly the same as when I shipped it. I thought her face was sculpted terribly and I just hated the sculpt in person. We compared her photos to the listing photos and she agreed it looked exactly the same and that she must have just not liked the sculpt in person and said she would resell her.
Fast forward to last night, she sends me a message saying she bought another Peaches and that babies face is shaped totally differently so she wants to return my Peaches and wants a full refund, and added that the Peaches I sent looks nothing like the photos or video on her listing, which is the complete opposite of what she said after receiving her. She said she’s shipping her back to me and wants a refund immediately. I responded and screenshotted my return policy, I told her not to just send the baby back before talking to me, that if she does delivery will be refused, but told her I would get back to her about the issue.
I have a very clear no refund no return policy, but I always hold funds until the baby has been received and I know the customer is happy with what they got. In this case I knew she didn’t like her, but she had said she would resell her and never asked about a refund, so I didn’t anticipate further issues and spent most of the funds on bills, supplies and such. Like many of us I live baby to baby. I don’t have the amount available to refund her if I wanted to, and she purchased her for $1300, which is a lot of money to me and not an amount I have just sitting around right now.
I’m just not sure what to do, I have all her messages and stuff saying she agreed the baby was as pictured/described, so if she tries to file a not as described claim with her credit card company I don’t think I’ll have an issue. Thankfully I don’t use PayPal, I use square, which is 100% seller friendly, as long as you have a tracking number showing the baby was received. I’ve never had a chargeback, but several other square users have told me this in the past. But I don’t want an unhappy customer leaving a bad review or bad mouthing me.
I kind of feel like it’s a blank canvas, if I unknowingly painted a warped kit, showed clear photos of it from all angles can it be considered defective just because it’s not the same as other blank kits? It is what was shown when advertised. Like if I bought a canvas and it was curved instead of flat but I painted a painting on it and showed it was curved, could someone say it’s not flat like other ones, I want a refund? Maybe I’m reaching, I’m so stressed about this.
I’ve asked her for comparison photos of the new Peaches she bought with mine, but so far she hasn’t sent me any. I only purchased one Peaches kit, and have seen almost no profile photos from other artists so I don’t even know if my kit was mishapen, or she didn’t like mine, spent money on another baby, had no luck reselling mine in the first week so it’s trying to recoup some funds. Any advice would be greatly appreciated!
Profile photo shown in listing
Before filling head
Her profile photos