Having problems with an eBay buyer

meerkatsmimm

I've recently sold a job lot of wool on eBay. It was bought by myself & my mother in law to use but was more than we could imagine using and neither of us got around to using it.
I sold it as a private eBay seller with no refunds or retrns offered and started it at 99p. I answered questions to the eventual buyer making it clear I had no idea at all about what I was selling unfortunately.
Now she has received it she is looking to return it stating SOGA as it is not all knitting wool. In addition it is infested by moths of which she has taken 8 pictures showing about 10 broken ends and a few empty pupae carcases. She has apparently isolated all wool I sent to protect her own extensive wool collection. I initially offered a refund minus postage and for her to return at her own expense, given that no returns were offered I felt this fair.
I have now felt brow beaten into extending this to a full refund but with the buyer returning at her own expense.
Is it unreasonable of me to insist that in order to initiate a refund she must return ALL items sent?
The reason I ask is that she has conveniently discarded some of the wool due to it being damaged.
Please note - there is no evidence of a live infestation only that there has perhaps been one in the past.

Barneysmom

The no returns policy is against EBay rules, you have to accept a return if the item is not as described.
But I would expect all of the item to be retured.

meerkatsmimm

If it is against eBay policy then why is it an option when listing an item. I am not a business.

shaun_from_Africa

Barneysmom stated that it was against ebay rules if the goods were not as described.

If the wool that you sold was infested, then I would agree that it wasn't as described, and as such, your no refund statement doesn't apply.
I also agree that if all of what you sold isn't returned, then no refund should be given, although proving that some was missing may not be easy.

stayingupright

The whole 'no returns' policy on Ebay, is fraught with dangers.

Even though you can state that you won't accept items back, if the buyer simply changes their mind, they can damage the item, and there is nothing you can do to prove that the item wasn't damaged before they received it.

Paypal simply requires a buyer to send the item back - tracked, and they will refund them, there is no way as a seller to prevent that.

meerkatsmimm

So if all paypal require is tracking then she can post me back an empty envelope and get a refund? Not all 20+kgs of wool?

Hintza

Just give her, her money back and save all the hassle (assuming you don't dispute that she is saying)

meerkatsmimm

I do dispute it and it's £90! Do you have a spare £90 lying around?

Forwandert

meerkatsmimm wrote: »

I do dispute it and it's £90! Do you have a spare £90 lying around?

What do you plan to do with the £90 of moth infested non knitting wool when its returned? I can understand fully why the buyer has already got rid of some of it why would you want that sitting around in your house?

meerkatsmimm

It's not moth infested - she's put the pupae there to get a refund. The pupae are from common house flies...

hcb42

I think you are not going to win here, just chalk it up to experience and refund her.