Ebay Buyer Problem

mizzame

I sold a pair of ladies boots, I listed them as new and said in the description they had been worn round the house only. There was very light scratching to the sole and heal but obvious these had never been outdoors. The leather was not creased etc... They were pretty damn new!

The buyer has now sent me a very rude message saying they are scuffed, scratched etc etc... I said I'm really sorry but you will see from my photographs they were not in that condition when they left my home.

I offered a refund minus postage if she returned them. I got more abuse! Now a case has been opened and I've offered her a £5 refund to keep them but she says she wants a full refund and doesnt want to return them!

I dont think this is fair?

soolin

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

soolin

It is fair if buyer doesn't believe they are as described. One persons 'light scuffing' might be 'badly scuffed' to another.

As case is open you will need to accept a return and then refund the original payment in full as soon as they are returned.

NeverEnough

Soolin, trouble is the buyer wants a full refund incl postage AND wants to keep the boots if you read the OP post again! Thats a bit of a cheek and the buyer is not entitled to keep the goods and get a full refund at the same time. I would offer a refund on receipt of the returned boots.

theonlywayisup

In future, don't list as new. Items are only new if they are new, unworn etc.

http://pages.ebay.co.uk/help/sell/item-condition.html

Clothes, Shoes & Accessories: Shoes
Condition
Description
New with box
A brand-new, unused, unworn and undamaged item in its original packaging (such as the original box or bag) and/or with the original tags attached.
New without box
A brand-new, unused and unworn item that is not in its original retail packaging or may be missing its original retail packaging materials (such as the original box or bag). The original tags may not be attached. For example, new shoes (with absolutely no signs of wear) that are no longer in their original box fall into this category.
New with defects
A brand-new, unused and unworn item with some kind of defect. Possible cosmetic imperfections range from natural colour variations to scuffs, cuts or nicks, and hanging threads or missing buttons that occasionally occur during the manufacturing or delivery process. Apparel may contain irregular or mismarked size tags. Item may be missing its original retail packaging materials (such as original box or bag). New factory seconds and/or new irregular items may fall into this category. The original tags may or may not be attached. See seller’s listing for full details and description of any imperfections.
Used
An item that has been previously worn. See the seller’s listing for full details and description of any imperfections.

soolin

NeverEnough wrote: »

Soolin, trouble is the buyer wants a full refund incl postage AND wants to keep the boots if you read the OP post again! Thats a bit of a cheek and the buyer is not entitled to keep the goods and get a full refund at the same time. I would offer a refund on receipt of the returned boots.

Ignore that bit and just tell her to return them for a full refund, she's opened a case so ebay will say the same.

As th eonlywayisup says though you have listed them wrongly, so ebay will not be looking favourably on you= You really need to be apologising here and trying to smooth this over and get those boots back. If you relist them remember they are used, not new.

techspec

Its my pet hate - items listed as new that arn't. It just means the filters don't work - and you have to scroll through crap your not interested in.

You have a right though to offer a partial refund or ask for them returning. But as its your fault - you should pay return postage.

If somethings listed as new - there is no need to read the description. New means new - never worn, unused.

mizzame

Honestly I'm quite strict on ebay, these boots were sold in mint condition, no creases to leather, markings on sole could have come from the shop! They have necver been worn other than when I trried them on and then put them in my wardrone. If the leather was marked I would have put it on the description!

What has angered me most is the rudeness... I am of the opinion the buyer just wasnt as keen on them when they arrived, have offered a refund once returned and not heard back since.

Thanks for moving the thread and for the advice... After 10 years selling on ebay a buyer has never upset me so much I'm angry because I know they are being less than honest!

Crowqueen

Put yourself in the buyer's shoes - imagine you've been sold something that doesn't match the listing for whatever reason.

Whatever the semantics, it's better to list s/h items as used than as new. It's very subjective but poor storage can also have an effect on the quality of items (any scuffing would suggest something is not in new condition, however 'mint' it might look), and people don't like to be misled. The buyer paid for the items - they have a reasonable right to quibble the seller's description.

Tell me you honestly wouldn't be upset/frustrated and possibly come across as rude in that situation. You need to sort it out to their satisfaction; I might ask for them to be returned and offer postage costs as an incentive to get them back, or I might do as Tech suggests and offer a partial refund, but on the whole I err on the side of caution when listing and don't upsell things, so when it happens to me I smile sweetly and ask what the buyer wants - that usually gains their co-operation and helps negotiations along a bit further.

theonlywayisup

mizzame wrote: »

Honestly I'm quite strict on ebay, these boots were sold in mint condition, no creases to leather, markings on sole could have come from the shop! They have necver been worn other than when I trried them on and then put them in my wardrone. If the leather was marked I would have put it on the description!

What has angered me most is the rudeness... I am of the opinion the buyer just wasnt as keen on them when they arrived, have offered a refund once returned and not heard back since.

Thanks for moving the thread and for the advice... After 10 years selling on ebay a buyer has never upset me so much I'm angry because I know they are being less than honest!

But new is new. Not partly, almost, practically, as good as or in my opinion or pretty damn new, it is just one thing, new.

To then tell the buyer they must return and you won't refund their full payment but will withhold postage cost is absurd and that alone would have got me to slap in a SNAD, trash your stars and leave a well worded warning for others.

To make one mistake could be seen as a misfortune, but two.....

bartelbe

I have to agree with other posters, for me new means unworn, and in the box. The moment you put them on, they become used.

This is something I'm always careful about. I tend to go overboard describing faults, better to get a slightly lower price, than returns, and poor feedback.