Buyer sent message saying item doesn't fit - where do i stand?

alizee

I recently sold an item on ebay, brand new with tags, in a size 8, free delivery, buyer paid a fiver for it. I sent it first class yesterday and today i have recieved a message from the buyer saying :

"Hi received today put it on but the buttons keep popping open (I am defo a size 8)?"

I don't really know how to reply to her, I have stated no refunds on the auction and the top is definitely a size 8. I could refund her i suppose but i am a bit reluctant as i don't really consider this my mistake and i would have to pay the fees myself (correct me if i am wrong).


I don't want it to affect my feedback but as a buyer, if i've ever bought something on ebay and it didn't fit, i'd just keep or or re-sell, i'd never think to contact the seller unless the item is not as described.

Any advice?

thank you in advance x

Crowqueen

Did you have measurements on the listing? If not, it's a good idea to take it back and refund as sizes vary by manufacturer. If you didn't, it's not really your buyer's fault either.

It is an occupational hazard of selling clothes online where people can't try them on before they buy - you have to be open to this kind of thing, I'm afraid. Also, it's not fair to go by what you yourself would do in this situation. I'd probably write it off too if it was cheap but if it was expensive, I'd either pass over something just listed by size, buy it where I could try it on, or be asking for a return too. Your buyer is the one deciding what they would do and as such you can't just turn round and say that to her. If you don't want it to affect your feedback, you will have to negotiate a return and refund in full. Refunding via the original payment in Paypal will allow you to reclaim PP fees and then you can agree to cancel the transaction so that you can recoup the eBay fees. You needn't be left out of pocket if you do it right, but that needs your buyer's agreement so be polite and helpful.

Putting measurements on the listing makes it easier for people to get the right item.

alizee

Panic over, she didn't want a refund as it cost too much, she accepted my apologies and we both decided to put it behind us, left each other positive feedback

Crowqueen

Good. Good luck out there.

Barneysmom

You shouldn't put 'no refunds' on your listings.

themull1

you should always put the measurements, and the buyer should have asked for them if they weren't on the listing.

Crowqueen

themull1 wrote: »

you should always put the measurements, and the buyer should have asked for them if they weren't on the listing.

I agree, but buyers shouldn't have to ask, they should be able to read everything relevant on the listing so they can bid without having to go to the trouble of emailing the seller. That way the seller gets more bids and fewer returns and everyone wins. It's up to the seller to do the work if they want to sell their item for a good price.

alizee

i didn't write "no refunds" on my listing, it's an option when you list if you want to accept returns or not, i just ticked no. and in the end it wasn't about the measurements, she just didn't like the buttons.

Crowqueen

alizee wrote: »

i didn't write "no refunds" on my listing, it's an option when you list if you want to accept returns or not, i just ticked no. and in the end it wasn't about the measurements, she just didn't like the buttons.

If you were a business and sold by fixed price, you'd have to allow a customer a cooling off period anyway, which many people think applies to other sellers too, so it's usually better to formulate a good returns policy and live with it, particularly on clothing which has more potential issues and occupational hazards than other markets.

I just put "14 day no-quibble returns on all items" on my listings; I don't sell clothes, but I've never had to make good on it.