Help ! Buyer bought girls shoes, she thought shewas buying womans shoes wants refund.

Rince

Hi, I need some help please. I sold some girls Clarks boots on ebay (item 110452016785) and i've just had a message from the buyer as she thought they were adult boots, and now wants a refund. Well i'm sorry but i put them in the girls category like all the other Clarks childs boots. What do I do ? This is the message I received and what I wrote back.

Message from buyer ''Hi I received the boots today in the post and was shocked when I opened the package to find the boots were kiddies boots, I am 31 years old and bought them for myself I am a size 5?? I feel that your photo and description was very misleading as it wasn't stated childrens boots. Can you please arrange for a refund and I will return the boots back. Thank. ''

This is what I wrote back ''Hi, I'm really sorry you didn't realise that these were GIRLS boots as I specifically stated in my advert that they were GIRLS boots. If they were womens boots I would have put womens. They were in the GIRLS category. You say my photo and advert was 'very misleading' but if you read it again I put 'Rubber tipped toes so that they don't scuff' I wouldn't put that if they were womans as womens boots don't have scuff guards on the toes in Clarks. Also, I wasn't aware Clarks did a size F fitting for ladies, I thought they do normal and wide. If you do a search on ebay for 'Clarks girls boots mince pie' they are all obviously girls boots and not womens boots. Can I recommend you resell them on ebay. You may get more money for them as they sell really well at the moment. Thanks''

What will she do ? I'm worried i'll get a neg when it' not my fault. I thought about refunding and cutting my losses, but surely she's in the wrong. Thanks.

Evie82

I personally would give her the refund for the sake of it and getting neg feedback.
Just tell her to return them to you and you will refund price of boots BUT not the P&P as it wasnt your fault, then go via cancel transaction to get your fees reimbursed.
If she paid via paypal and opens a dispute she will win, paypal always favour the buyer and Paypal will refund her the P&P too, so your best to do it your way.
HTH

masterbrown

Evie82 wrote: »

I personally would give her the refund for the sake of it and getting neg feedback.
Just tell her to return them to you and you will refund price of boots BUT not the P&P as it wasnt your fault, then go via cancel transaction to get your fees reimbursed.
If she paid via paypal and opens a dispute she will win, paypal always favour the buyer and Paypal will refund her the P&P too, so your best to do it your way.
HTH

To be honest theres nothing to stop her negging even if they do refund, judging by the snotty email it would'nt surprise me. I still think I would refund though as they're clearly no use to her, maybe put something like "oh I'm really glad your returning them as I can't believe they went so low when they're worth twice as much" she may not bother then :rotfl:

3_cheeky_princesses

It must be annoying for you as the listing quite clearly say Girls in the title and are listed in the children's section :mad:

I am no expert but if she did open a paypal dispute would she win this one as they are as described??? Plus the Seller does have the original message from the buyer saying she does not want them because they are childrens boots.

Even if paypal did go in your favour i assume she can still neg you so you have to weigh up whether its worth it for a neg.

Rince

Thanks everyone. It's the principle thats getting to me. Its obvious they are childrens boots. Thanks.

cyberbob

Evie82 wrote: »

.
If she paid via paypal and opens a dispute she will win, paypal always favour the buyer and Paypal will refund her the P&P too, so your best to do it your way.
HTH

I very much doubt she would win a SNAD as you can show that it was listed as a girls boots you just need to show paypal your listing. People have one similar disputes quite easily/ I really wouldn't get too hung up on the neg its only one neg. As long as you respond factually it wont be much of a problem.

I would respond and say that your sorry she made a mistake when reading the listing and if she returns the boots to you you will refund. then see what happens

elainew

they are quite clearly listed as kids boots. What adult would want to wear them???
just say feel free to use my picture when you sell them on

Rince

Update : I emailed her again and offered a refund minus the postage. She has sent me a email back, alot nicer tone than the last one, saying she will resell them. Phew ! I've been so stressed. Think i'll have a glass of red now !

Thanks to everyone for the advise, its much appreciated.

stone7

I think your reply was spot on and I wouldn't do much else.

If she gets shirty and goes the dispute / neg FB route, remember her ID and do the same back.

DaveAshton

stone7 wrote: »

I think your reply was spot on and I wouldn't do much else.

If she gets shirty and goes the dispute / neg FB route, remember her ID and do the same back.

...and then get kicked off of ebay for malicious bidding if she realises :rolleyes:

PasturesNew

I'm a size 4½, I'd have bought them thinking they'd fit me. I didn't even know kids had a size 5 of their own. They look big enough for me.