Buyer not happy - best way to handle it?

Natti_A

Hi,

I listed approximately 30 items on eBay a couple of weeks ago during the free listing weekend, and I have just had 1 person send a message that they arent happy with the item they have rec'd.

They were a pair of shoes, advertised as "used" but in very good condition with minimal wear and tear to the soles etc. The buyer has emailed saying there is a small mark on the heel area and that "she isnt happy" as they're her bridal shoes.

I immediately emailed back apologising, saying I hadnt noticed this (which I genuinely hadnt) and offered to refund original price (£1.99) and P&P (£4.00) if she returns them to me is this the appropriate course of action?

Is there anything else I need to do? Its only my 2nd return of something I've sold on eBay in 5 years (first was damaged in transit), and I'm genuinely mortified by this.

custardy

sounds fair enough
often funny what folks expect for little money though

Hermione_Granger

often funny what folks expect for little money though

Whilst it may be true for BIN items, I don't think this is always correct for auction listings. ( I don't know if the OPs shoes were sold by auction or BIN),

If I saw a pair of used shoes for sale at a fixed price of £1.99 I would assume that they wouldn't be in VGC, but if I saw another pair listed with a start price of £1.99 I wouldn't automatically assume the same as the seller may have started them low but expected them to sell for a far higher price.

Natti_A

Thanks for the responses. They were on a 10 day auction starting at £1.50. 2 bids total were recieved.

The low price start price was because they were not boxed, New Look shoes, that have been worn for 2 events and therefore were not in perfect condition (although i did state in the auction that they were in excellent condition, which I thought they were!).

Didn't expect them to sell really, only put them on with all the other stuff to try and reduce the amount of car booty I had to sell.

The buyer didnt email asking for an immediate refund, she's only emailed to say she isnt happy and hasn't replied to my response yet. I found the initial email quite odd as I would have said that I wanted a refund at the same time, but not everyone thinks the way I do I spose!

George_Michael

I wouldn't be surprised if the buyer was expecting you to offer a partial refund, or even a full one and let them keep the shoes.

As Custardy basically stated, she has got a pair of bridal shoes for the price of a pair of shoelaces so I don't see why she expected them to be in perfect condition, especially as you stated that they were used and in very good (not perfect) condition.

Natti_A

I am more than happy for her to return them for a full refund. Although where do I stand on return postage? Do i have to pay that too?

I know they would sell at a carboot so if I got them back I would just take them with me next time I go.

ktuludays

it is frustrating when someone expects the earth for £1.99

if it was something that important for your wedding, would you really pay £1.99?

in reality is a small mark on the heel going to be that noticeable on the big day?

BitterAndTwisted

Natti_A wrote: »

I am more than happy for her to return them for a full refund. Although where do I stand on return postage? Do i have to pay that too?

Your buyer needs to return the shoes to you by a trackable method in order for you to give them a refund of the purchase price and original postage. You do not need to refund the return postage. For that reason I would expect the buyer to go quiet and not bother. They got the shoes for a bargain price and I suspect the complaint about the mark on the heel was designed to get you to give them a partial refund. I wouldn't give it.

shaun_from_Africa

Your buyer needs to return the shoes to you by a trackable method in order for you to give them a refund of the purchase price and original postage.

Why?
They only need to be returned trackable if the buyer has opened a dispute. Recorded delivery is a total waste of time for something valued at less than £2.

cavygirl_2

The problem with selling anything on ebay is that you have to really scrutinise everything you list. Any mark whatsoever should be mentioned in your listing to give you protection in the case of complaints later on. The buyer is within their rights to say they are not happy based on something you did not declare, and this is how ebay would see it if the seller took up a dispute. You could try giving her two options: return the shoes and have the fee refunded (not the delivery charge) or offer to refund partially, say a £1 or something to reflect the damage. Usually one of these offers are taken up without any hassle through ebay resolution centre.

custardy

cavygirl wrote: »

The problem with selling anything on ebay is that you have to really scrutinise everything you list. Any mark whatsoever should be mentioned in your listing to give you protection in the case of complaints later on. The buyer is within their rights to say they are not happy based on something you did not declare, and this is how ebay would see it if the seller took up a dispute. You could try giving her two options: return the shoes and have the fee refunded (not the delivery charge) or offer to refund partially, say a £1 or something to reflect the damage. Usually one of these offers are taken up without any hassle through ebay resolution centre.

in this case thats 50% of the item sales price
offering partials should be taken on a case by case basis