buyer wants a refund

shimmigirl

hi

I just wanted to check. someone has bought a next childrens fleece jacket from me which I said was in used and good washed condition.
She has sent me a message saying that she would not describe it as good condition.
I have apologised - she hasn't told me what specifically she feels is the problem.
I have offered a half refund which she has said is not acceptable, and now a full refund. I was only a 99p item.

Do I need to offer her a refuund on postage - would she get the postage refunded by paypal if she makse a claims through there?

Thanks

peter_the_piper

Suggest she sends it back and then, on receipt, refund her for sale and outward postage. Good condition ,to me, is subjective and personally I feel she is trying to get it free.

Crowqueen

Condition is always subjective. Used clothing is a minefield. A half refund would be seen as insulting if you were also demanding the item to be returned.

If they are not happy, it's always best to give a full refund, including postage on return of item. A good seller would also refund return postage (for a fleecey I would imagine that though the item cost was only 99p, the postage was a bit more) if they had made a mistake.

As a seller it's up to you to make sure the items you sell are in decent condition. Although you think it was OK, it obviously wasn't great otherwise the buyer would have found it acceptable. I tend to take any used clothing to a charity shop; that way I'm not thinking that something I've worn, usually a lot, is worth someone paying postage for. If you sell clothing at all, you will have to develop an eye for things that, seen from a different perspective, are going to cause problems.

Sorry about this, it's obvious people still do make a good bit out of clothing on eBay, but...just be prepared for issues like this.

gravitytolls

Offer a full refund on receipt of returned item. If she really feels aggrieved, she'll return it, if not, she won't go to the effort. She may neg you, you can then follow up with truthful statement that a full refund was offered, she declined to return item.

kayl

I have a similar problem just now.
I sold a Next suit 3 weeks ago, and out of the blue received an email from the buyer last week saying that she wasn't happy, as the trouser hem was down and she would have to pay to get it taken up. I pointed out that in fact the listing advised that I had let the hem down to make them long enough for me, but offered £2 back as a goodwill gesture ( the suit had sold for £12.50). She emailed yesterday saying she wanted £4.50 back, and I declined politely. I have found out today that she has lodged this as a paypal dispute, on the grounds that the suit is "significantly different" from the description, and they have claimed bcak the full amount pending resolution
I have made a final offer of £3, but really feel that this woman is trying it on. I have pointed out that I have more than 1200 positive feedback, and no-one else has a problem with my descriptions.

MadelinesMum

Hi, as others have said, I would refund once the item has been returned - then put her on your blocked bidder list. I am also selling my children's clothes on ebay, can you pm the user ID please so I can block aswell?
Good luck
Caz x

pinkshoes

kayl wrote: »

I have a similar problem just now.
I sold a Next suit 3 weeks ago, and out of the blue received an email from the buyer last week saying that she wasn't happy, as the trouser hem was down and she would have to pay to get it taken up. I pointed out that in fact the listing advised that I had let the hem down to make them long enough for me, but offered £2 back as a goodwill gesture ( the suit had sold for £12.50). She emailed yesterday saying she wanted £4.50 back, and I declined politely. I have found out today that she has lodged this as a paypal dispute, on the grounds that the suit is "significantly different" from the description, and they have claimed bcak the full amount pending resolution
I have made a final offer of £3, but really feel that this woman is trying it on. I have pointed out that I have more than 1200 positive feedback, and no-one else has a problem with my descriptions.

Why bother offering cash? It's just one of those buyers who wants to have their cake and eat it!

I would just politely point out that the auction clearly states that the hem had been let down, but as a gesture of good will, you will give a full refund when the suit is returned via trackable method.

The buyer will have to pay for the return delivery themselves.

If they leave a neg, just respond calmly to it.

shimmigirl

hi
thanks for all off the advice. She in the end accepted the 99p refund.
Kind Regards

peter_the_piper

shimmigirl wrote: »

hi
thanks for all off the advice. She in the end accepted the 99p refund.
Kind Regards

I'm not surprised, she got a free fleece. Result.

jasmineswhiskers

peter_the_piper wrote: »

I'm not surprised, she got a free fleece. Result.

Or a fleece that's only fit for the bin - and she also lost out on postage. :undecided