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What would you do in this situation?
chemical.galaxy
Posts: 1,143 Forumite
I sold a line of items I don't normally deal with, kids fancy dress outfits.
Anyway about 5 weeks after selling a spider man outfit to someone I get an email from her and photos saying that the quality is not good, the item has frayed and a couple of stitches have come undone. She also say she only machine washed it once on cold.
I emailed back offering a full refund on return of the item, I also said I would pay for return postage. This was 5 days ago, she has not even got back to me yet.
Did I do the right thing? should I have offered return postage as well as refund?
Should I have offered some money back instead?
Am pretty sure that these fancy dress outfits don't go in the machine either but I have none left to check...
Anyway about 5 weeks after selling a spider man outfit to someone I get an email from her and photos saying that the quality is not good, the item has frayed and a couple of stitches have come undone. She also say she only machine washed it once on cold.
I emailed back offering a full refund on return of the item, I also said I would pay for return postage. This was 5 days ago, she has not even got back to me yet.
Did I do the right thing? should I have offered return postage as well as refund?
Should I have offered some money back instead?
Am pretty sure that these fancy dress outfits don't go in the machine either but I have none left to check...
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Comments
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chemical.galaxy wrote: »I emailed back offering a full refund on return of the item, I also said I would pay for return postage. This was 5 days ago, she has not even got back to me yet.
Did I do the right thing? should I have offered return postage as well as refund?
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You said you did offer return postage ... is so you can't do any more just wait to hear from her0 -
I think you were far more than reasonable. Sounds like they wore it for their party or whatever and now want their money back.One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.0
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You said you did offer return postage ... is so you can't do any more just wait to hear from her
I know - I just wondered what to do for next time!
I am suprised that she has not got back to me yet, perhaps she does not want me to see the care label.
I think I was very reasonable - but her mail said something along the lines of 'I thought I would get in touch with you before leaving feedback' so I did not have much choice!0 -
As a business seller you have fulfilled your obligations by offerng full refund on return.
She may have been just testing you. She may have already posted it back to you.
Just wait and see . If she negs you follow it up with a factual - offered full refund and return postage but buyer refused- or something along those lines0 -
Maybe she was hoping for a partial refund or for you to refund her without asking for the item back.0
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I can understand if the kid has become attached to it, he may not want to send it back.
Maybe he lives in it.
The buyer has sent photos, so it's a genuine issue.
A partital refund would leave the seller better off as well, as all they can do is throw it away.
50% maybe?0
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