buyer wants refund

soolin

I'm not sure what to do. I sold an item of clothing clearly marked by size and the seller wants to return it as it doesn't fit.

She says that neither her or her friend think this is a 'good' size as it is the size she usually wears and this is too small to do up. I know clothing sizes can be a problem but this item is generously cut and she would have to be a lot larger than she said for it not to fit.

I've sold dozens of these items with only super positive feedback so far.

I need to protect myself from getting back a worn item and am thinking that I should specifiy that I will return the cost price, less post and packing on the original
auction if it is returned in the same condition as it was sent? I was also thinking that I should insist that it sent back recorded delivery at her own expense as this was
the method I used to send it out to her.

I don't need this at the moment, I've got lost post all over the place, ( postal orders gone astray in the post inwards and 2 cheques apparently in the post for over a week), plus a missing outward bound parcel that went recorded delivery a week ago.

Oh, and in my auctions I don't have any stated returns policy I usually play it by ear and haven't had any problems so far but this is more expensive than the items I normally sell.

She paid by paypal but she can't do a chargeback as I can prove it was delivered (it went recorded and has been signed for)

Soo

robnye

personally, I think it is standard to only refund the purchase price less the p&p

some ebay sellers also charge a restocking fee... but they do tend to state that on their auctions

I recently bought something from a company, when i received it, i found it was only half of what was required (parts for dishwasher), I returned the item to them (at my cost), they then refunded the item cost, but not their p&p costs...... no where on there site does it state a returns policy..... but i cant complain 80% back is better than nothing and a part i couldnt use...

System

I've sold dozens of these items

Sounds like you are in business and thus covered by the distance selling regulations.

She paid by paypal but she can't do a chargeback as I can prove it was delivered (it went recorded and has been signed for)

If she can convince her credit card company that the distance selling regulations apply, but you are refusing to comply with them, then she may be able to.

soolin

Sounds like you are in business and thus covered by the distance selling regulations.


If she can convince her credit card company that the distance selling regulations apply, but you are refusing to comply with them, then she may be able to.

Actually I am not trading, i just got lucky with a batch of items that sell well.

Also, why would a credit card be interested in an item that was sold as a certain size and was received in that size. I can hardly help the fact that this woman is bigger than she thinks she is. Even a proper shop does not have to refund items just because a buyer changes their mind.

I am going to refund though, but less all post and packing and my ebay fees. I'm also going to remind her that she needs to send the item recorded or something similair to cover it in case it gets lost.

Soo

System

Actually I am not trading, i just got lucky with a batch of items that sell well.

A batch of items? If you are buying goods to sell you are probably trading. There is a relevant article in Tolley's Practical Tax this month that you may find interesting.

http://shelburne.butterworths.co.uk/accountancydirect/dataitem.asp?id=48633&database=2

Also, why would a credit card be interested in an item that was sold as a certain size and was received in that size.

Because the distance selling regulations that apply to 'business to consumer' transactions give the consumer a right to return the goods even if they are fully and correctly described. As credit card companies (under certain circumstances) are jointly and severally liable with the seller, if the seller fails to meet their obligations the credit card company is liable. They usualy just do a charge back to the seller.

soolin

I have offered her a refund less original postage but also suggested that since this is a good selling item she may prefer to relist it herself as it will be the cheaper option for her. Post and packing for this rather heavy item will cost her quite a bit to get back to me on top of what she has already paid.

I am also proposing to process the refund via paypal in the correct manner so that she does not incur paypal charges.

I will wait to see what she says.

Soo

Hintza

I don't think you can specify how she posts it, but I would say its her responsibility to get it back to you. So do not refund until you receive the item.

By the way I also have post all over the place, two overdue orders from the USA all sold, no sign of goods. Causing chaos with my customers.

Received a very unfair negative (my first) which meant I only sold 1 item in the last week. And am now left with a load of stock....

Arghhhhhhhhh

soolin

my post arrived really early this morning, which makes a change. However, just looking at the post marks on some of the envelopes is interesting..1st and second class going back as far as the 17 th December. I feel another compensation claim to the post office coming on!

My lost postal order has not turned up yet nor the two outstanding cheques that are 'in the post'.

I'm also worried that if the cheques are postal orders are taking so long to get to me that buyers will think I am a slow despatcher and neg me accordingly especially if the items are as slow going out to the buyers.

Soo