We have been flooded with requests for us to sell our blemished tools and books on our website. There are many reasons we don’t do this – and don’t plan to. Here is a short explanation.
With these products, we have already lost money on the sale. We had to pay to have it shipped back to us, then we had to pay for the replacement item and ship it to the customer. Add to that all the other charges for picking, packing and the boxes and tape. Oh, and paying our customer service people to handle the problem.
These problems happen. And we are happy to fix them and try to make the customer happy.
So when dealing with the damaged goods left in our hands, we have to be careful. We don’t like pulping books or recycling tools. But if they are damaged beyond the point where they are useful, we will do that. So those items are a total loss for us.
For those items that have cosmetic damage, we want to recover our losses as much as possible. And we don’t want a damaged product to disappoint a customer. So we sell them in cash and in person only. Why cash? So we don’t lose 3-4 percent on credit card fees. Why in person? So the individual can inspect the damage and decide if they can live with it.
Why not sell these items on the website? We’d lose even more money. We’d have to spend time describing and photographing every item so the customer would know what he or she was getting. We don’t have the time do it ourselves, and we don’t want to pay someone to list them (we’d lose even more money).
I know that commenters will have a million suggestions for how we could do this differently (drones! Robots! AI! Crowdsourcing!). Chances are we’ve thought of it. And this is how we’ve decided to deal with damaged goods.
— Christopher Schwarz, editor, Lost Art Press
Personal site: christophermschwarz.com