Buyer wants partial refund?

cam101

Good evening, i'd love some other perspectives on this situation...

I sell quite a lot on eBay, having almost 800 feedbacks at 100% so far. I sold a bag last week that I would describe as in good used condition. I included 2 photographs and the following words:

"please bear in mind that items I sell will have had some use, I wouldn't sell anything I wouldn't be happy to buy myself" and "excellent clean condition inside".

The buyer has emailed me today stating the following:

Thank you for posting this bag promptly, however I feel that you did not provide an accurate description of the condition of the bag. The trim is completely worn away on the corners which is very disappointing for the price I paid & I certainly would not have bid so much if you had described it more accurately.
I would ask that you consider refunding half of the purchase price as I believe this to be a much fairer price.

The item sold for £11, the buyer won by 20p. I feel this is a bit unjust, there was a little wear but nothing you wouldn't expect for a used bag. Infact, it was extremely clean for a used bag.

The buyer only has 7 feedbacks, I can't help but think that she got carried away with the auction and is now trying it on to get some money back.

I can take the hit of a neg if necessary, but where do I stand with eBay/paypal disputes? What would you do? Should I offer about £3 by way of compromise? I'd really like to say no altogether but don't want to make hard work for myself! After all, she chose to bid £11!

Thanks for any constructive advice

emerald_starcat

Is the bag completely worn at the corners? Do the photos show this and did you state that it was in the listing?

halibut2209

It's a polite request. I'd certainly consider meeting halfway for the sake of avoiding a neg. But if you're happy with the hit, then say no. But be as equally polite in reply.

Or you could say something like "Thank you for your email. I believe the photos and description are accurate as I did state that the item was used. But I don't like to have unhappy customers, so if you wish I will gladly refund the postage costs for you"

cam101

It has a sort of leather piping around the sides, I guess this was a little scuffed but hardly visible without a magnifying glass, I didn't deliberately neglect to state this, it's just that I didn't even notice it upon pre-sale inspection. Without zooming in it wouldn't be visible in the photo.

emerald_starcat

Do you think it's worth £11? Would you pay that much for it?

No_Eye_Deer

If you think you described it properly and depending on the cost of postage, offer to pay the return post, refund the lot and second chance offer it.

zorber

If you are happy with the auctio and think they are trying it on. The tell her that you wont consider the half price offer. Just tell her that if she isnt happy with the item then return it for a refund. This usually puts a stop to anything. If they go down the paypal refund route they have to send the item back by a trackable method. For such a cheap item the buy may lose £3-5 in posting back.

I had some one try this on with me earlier this year, all i said was if you are not happy then return the item for a refund, I had to tell them this twice but for they went away. They claimed the item i had sold them was used (even though it was brand new and sealed), they were simply trying it on. Its what some people do unfortunately.

cam101

Thanks everyone, have followed advice and offered postage plus a little extra, I would definitely have paid this amount for it- good brand and condition (and I think I have high standards too!). Oh well I guess sometimes when you've sold quite a bit you're bound to come across this sort of thing, it's just a pain and to be honest I can't be dealing with return postage and second chance offers- too much hassle! Thanks all.

hermum

Ideal, a buyer who now thinks that they can ask for a partial refund after winning an auction & gets it.
If you were happy with the description you should have offered a full refund on receipt of the item back, even if you also refunded the return postage. You may have lost a bit but the buyer probably wouldn't have bothered returning it. She was probably a chancer & you played right into her hands.

Crowqueen

On the other hand, if you really do think there is something wrong you can negotiate with the buyer.

I listed a box of tarot cards alongside other items from my collection and only noticed at EOA that I'd left in a line about instructions when that particular set didn't have any, I contacted the buyer and offered her a small discount because of this, which she naturally accepted instead of cancelling the sale altogether. I couldn't in all honesty have sent it out without instructions but at least wanted to save the bulk of what she'd paid me. Ironically I then found the instructions just before I posted the item so included them with my compliments.

I don't so much see the necessity of trying to avoid chancers. I see it as part of customer service. Maybe I did the above unilaterally and before the buyer noticed there was anything wrong, but if your buyer was actually unhappy with the item and you thought it wasn't worth mentioning then you've probably been proved wrong and should have noticed the defect. For £11 secondhand I wouldn't expect too much damage to be honest, if any at all. I could probably get a reasonable new item for that - East had a hideously gaudy bag in their sale in Reading for £12. I think it's only fair what you've done and I think you probably saved the transaction.