Buyer wants to return because it doesn't suit...

samutiana

Hi all

A couple of days ago I sold an expensive coat (by my standards!) as a Best Offer on a BIN.

Buyer has just messaged me to say that, while it arrived quickly and is exactly as described, the coat doesn't suit her and she would like a refund.

Can I say no? If she posts it back and I refund her, I'll have lost out on the (not inconsiderable) postage costs and I'll have the additional hassle of trying to sell it again. On the other hand, does she have some legal rights because it was a BIN (DSRs)? Can she neg/neutral me if I refuse?

Thanks in advance for any help

fuzzybear01

I believe the rights only apply if you are a business seller, however just be aware that if you refuse to accept the return you may end up with a paypal claim for SNAD. I'm not saying that all people are scammers but I have heard of people deliberately damaging items to return them, especially with expensive items. It's up to you to decide whether it is worth risking it. I think I would base my decision on how expensive it is.

samutiana

fuzzybear01 wrote: »

I believe the rights only apply if you are a business seller, however just be aware that if you refuse to accept the return you may end up with a paypal claim for SNAD. I'm not saying that all people are scammers but I have heard of people deliberately damaging items to return them, especially with expensive items. It's up to you to decide whether it is worth risking it. I think I would base my decision on how expensive it is.

Thanks for your comment I am a private seller.

Can she really claim SNAD if I have an eBay message from her saying "it's exactly as described but..."?

freddysmith

Don’t know if there could be any consequences to this but could you say to her that you would partially refund her money to account for any postage/selling fees you incurred and stating the amount, when you receive the item back.

texranger

you could suggest to the buyer that she could try to sell on ebay herself and can use your listing details, rather than the hasstle of refunding etc.

ali-t

I have a personal rather than business account like yourself so would say to the buyer that I wouldn't accept it back. I would e-mail the buyer saying that she should sell it on if it doesn't suit her as you sold it in good faith and she accepts that it was as described. As a concession I would say that she could use my pics and description from the listing to make it easier for her to sell on.

RainbowDrops

How about saying you wouldn't normally offer a refund just because they don't like it, especially as the listing was accurate; however, you might offer a partial refund, minus the postal fees you've incurred, once they return the item.
I think it's cheeky them asking at all to be honest - you know the risk when buying online without trying the item on first.

soolin

samutiana wrote: »

Hi all

A couple of days ago I sold an expensive coat (by my standards!) as a Best Offer on a BIN.

Buyer has just messaged me to say that, while it arrived quickly and is exactly as described, the coat doesn't suit her and she would like a refund.

Can I say no? If she posts it back and I refund her, I'll have lost out on the (not inconsiderable) postage costs and I'll have the additional hassle of trying to sell it again. On the other hand, does she have some legal rights because it was a BIN (DSRs)? Can she neg/neutral me if I refuse?

Thanks in advance for any help

Yes buyer can neg you and hammer your stars. Personally and especially for clothing I would just offer a full refund on safe return as a goodwill gesture.