Possible dispute with buyer.

janb5

Hi,

I`ve been selling on Ebay for about 6 weeks,but been a buyer for a few years.

My dil asked me to sell some baby clothes- all Ted Baker, Mamas and Papas etc.

All well so far and lots of positive feedback until this buyer of a Ted Baker winter coat 12-18 months wants to return the coat because" I have misled her" as she wanted a long coat.

I`ve tried to be polite and explain that coats arent long for this age group for obvious reasons. She thinks it`s a jacket not a coat even tho the same item is being sold by someone else...as a coat.

She`s now becoming more aggressive and sending loads of emails and today I`ve decided not to reply any more as she is winding me up. I`ve reported it to Ebay as she wants a full refund and is sending back the coat even tho` I said I dont take returns.

I realise she is going to put unpleasant comments about me and ruin my 100% rating but I`m not a business seller. Anyone got any experience of this please? I said I would partly rerfund her...the cost of the coat but not everything. Total cost £3.30/postage £3.

Thanks

Sazzarella

You cant actually use the 'no returns' line on ebay as all the buyer has to do is raise a 'significantly not as described' case and ebay will advise the buyer to return and force you to refund.

janb5

Think I`m just going to wait till Ebay respond. The picture is on there and she isnt jibbing at the quality just that it isnt a long coat....

Crowqueen

Ask her to return it. She may raise a dispute or deliberately damage an item to get eBay to refund her so it is never worth dealing with someone like this in a manner likely to make people feel as if you don't care about their happiness.

We can't see the listing - nor should you link to it - so we can't see how you described it. However, the onus is on you as a seller to make sure your descriptions are spot on. You can't just assume buyers will realise something if you don't give them any hints when you upload the listing. They can't see the item and are totally reliant on what you tell them about it.

You also need to be prepared for returns as a seller of clothing. One of the reasons I only rarely buy clothes online - and never from private sellers - is because I need them to fit me and look presentable. I can go into a charity shop and try something on and buy it there and then knowing it's clean and not full of holes. If you expect people to buy something sight unseen, then they need to be absolutely sure what it looks like on or know how big it is. Think honestly when you list: would I be able to tell whether the coat was full-length or only jacket-length just from this particular photograph?

I think you need to deal with her disappointment, ask for the item to be sent back, and then relist it.

If you put it in eBay's hands, you will end up with poor feedback, which as a relatively new seller your account might not withstand - if anything any limits will be slower to be lifted.

janb5

It is a child`s coat for 12- 18 month boys and yes I appreciate the need not to post links. I have a different name on Ebay anyway. The buyer says she has sent it back recorded delivery so expect it will arrive tomorrow.

forgotmyname

Dont put that you dont accept returns on the listing. You cannot enforce that and it seems to attract the dodgy buyers.

CouponWoman

janb5 wrote: »

It is a child`s coat for 12- 18 month boys and yes I appreciate the need not to post links. I have a different name on Ebay anyway. The buyer says she has sent it back recorded delivery so expect it will arrive tomorrow.

She is entitled to a full refund of what she paid, but you do not have to pay her return postage due to a change of mind situation.

xx

janb5

Update.

Buyer made a complaint yesterday and I filled in my response last night. She is still insisting she wants a longer coat which is suitable for a girl???? even tho it clearly states it`s a boy`s coat. Another abusive email today which now is being logged and can be seen by Ebay. She is requesting afull refund + postage so I`ve offered her a partial refund which she`s rejecting. I`ve also demonstrated that the same coat sold this week and was described the same.

Ebay have told me when I can escalate this to their decision ( found freephone number thank goodness) and I`ve also said the coat hasnt come back. They say if she cannot supply a tracking number, they will settle in my favour. I have also said that I am unable to communicate with her anymore as she is very intimidating and abusive.

We shall see what happens................!

vuvuzela

Your buyer is a moron. I really hope eBay find in your favour and ban her. I assume you've blocked her from bidding on any future auctions of yours ?

janb5

Too right I have! I should say that most people are fine even lovely. One woman kindly forwarded a parcel when I inadvertently included another item in her parcel( yes I did send her p & p)

Mara69

janb5 wrote: »

I`ve offered her a partial refund which she`s rejecting.

Assuming she has sent the coat back, tracked, then you will have to offer a FULL refund minus her return postage costs.

She sounds unreasonable, I grant you, but why would you offer a partial refund when she has returned the item?