Do I do a partial refund for this buyer?

chemical.galaxy

I normally would not do partial refunds, I just offer full refund on return of item.
Recently sold something brand new and tagged and the buyer has sent me an email saying it smells a bit musty.
I offered a full refund and return postage but the buyer has emailed back and just wants a partial refund for the inconvenience of having to wash the item.
Guess she has me over a barrel. I got a neutral last time I stuck to my guns and refused to do a partial. A neutral does not hurt but the accompanying stars might!

Crowqueen

If you agree with her about the condition and that it may have been poorly stored I would consider a few pounds off (proportionate to the cost of the item). However, that is making a mea culpa move and as such if you believe it was not poorly stored and your account can withstand it, then stick to your guns.

I've only ever done a partial when I've realised that I made a mistake when listing (the instructions to a card game were missing but I had said they were included - ironically just before I sent the item I found them and put them in!). The situation has never arisen otherwise - mainly I suspect because I never sell clothes - but if it's possible that the item has somehow picked up a smell then yes. If not, no.

Although it's up to you.

vicx

chemical.galaxy wrote: »

I normally would not do partial refunds, I just offer full refund on return of item.
Recently sold something brand new and tagged and the buyer has sent me an email saying it smells a bit musty.
I offered a full refund and return postage but the buyer has emailed back and just wants a partial refund for the inconvenience of having to wash the item.
Guess she has me over a barrel. I got a neutral last time I stuck to my guns and refused to do a partial. A neutral does not hurt but the accompanying stars might!

What inconvenience? Not sure if everyone is the same but if I purchase an item of clothing from eBay or shop (with tags or not) I always wash before wearing. Same with bedding.

Crowqueen

vicx wrote: »

What inconvenience? Not sure if everyone is the same but if I purchase an item of clothing from eBay or shop (with tags or not) I always wash before wearing. Same with bedding.

I have received items from eBay - which is why I no longer buy clothes from private sellers - that were horrid, smelling of smoke with no sign of the bad grey plastic mailing bags as the culprit. Although I aired the shirt and it was fine, I do think it's the seller's responsibility to make sure things are in the condition in which you'd want to receive them. It was really horrible to receive an item in that condition, to be frank, and I did feel like complaining to the seller.

It's against eBay rules not to wash clothes before sending.

Don't think this applies to CG because from what I can work out she is a business seller and probably sells new clothes, but with s/h clothing if the buyer receives a badly-smelling item in the post it is not pleasant and not allowed by eBay - and there are too many people who think it's acceptable not to wash things before they send them out "because I'd always wash something I bought secondhand anyway".

vicx

I don't buy clothes on eBay but have sold quite a lot of clothing with no complaints as I make sure the items (with no tags) are freshly washed and to keep my new clothes with tags smelling fresh I keep them stored in the wardrobe with wardrobe air fresheners.

As a non smoker I can understand the disappointed of receiving an item which smells of smoke as I hate the smell of smoke. If I did buy clothes on eBay and received the item with a strong smell of smoke, I would make a complaint to the seller. I would be washing the item any ways so there would be no 'inconvenience' but I would be disappointed with receiving a smelly item of clothing.

chemical.galaxy

The item is brand new and I only just received it from the manufacturer, it sold within a day so the way I stored it is not an issue.
However I did not put my nose on it before posting so I can't say for sure that it does not have a funny smell, usually I would notice that sort of thing.
Think I will go with the buyer on this one, what is an acceptable amount to refund on a £10 item!

vicx

chemical.galaxy wrote: »

The item is brand new and I only just received it from the manufacturer, it sold within a day so the way I stored it is not an issue.
However I did not put my nose on it before posting so I can't say for sure that it does not have a funny smell, usually I would notice that sort of thing.
Think I will go with the buyer on this one, what is an acceptable amount to refund on a £10 item!

I would say 10% so £1 but will the buyer think this is a fair amount.

How about asking your buyer how much s/he will accept as a partial refund and come to some agreement that way?

chemical.galaxy

Buyer has said she would like £4. I was thinking more like £2!
This is not going to go well I sense!

vicx

chemical.galaxy wrote: »

Buyer has said she would like £4. I was thinking more like £2!
This is not going to go well I sense!

I would have said 10% or 20% at the most. If the buyer wants more than your willing to agree with then ask for the item to be returned and offer return postage cost (probably cost less than the £4 partial refund).

Crowqueen

Oh dear!

How much, out of interest, was the postage?

lovinituk

Did you send it in one of those plastic mailing bags? Some of those have a distinct smell that can transfer to the items that are sent within them.