Buyer demanding refund

highhopes19

I sold a pair of brand new without box (clearly stating this in the description and title) if converses that had been customised by myself. I've been doing customising for a few years and have used the same glue on hundreds of pairs never a problem never has one fallen off in transit. Well this evening I got a message from a buyer saying she's not happy and wants a full refund! As 1- they only just arrived with her today (it had been bank holiday weekend so they were a day late because if this) 2- a diamond had fallen off (never had this happened before) 3- because they were dirty. It clearly states they were new without box, no returns or refunds, I had photos up showing the new condition of the shoes. Where do I stand please?

bebewoo

You can't please everyone, don't take it personally, it's only business.

Get the buyer to return the converse at her expense - she will whinge and try to get you to refund her return postage - but you don't have to.

So you will have lost out on the postage, but hey it happens, that's ebaying. You've been lucky that it has taken a while to get an awkward one.

Bootlegger

In my experience, if she opens a case with Ebay regarding the transaction, they nearly always find in favour of the buyer.
I was told by them though when I asked recently that don't ever issue refunds until you have the goods back, and if the buyer doesn't return at their own expense in a reasonable time, you don't have to refund at all.
Worth knowing.
You have just been unlucky with this buyer, it happens.

pinkshoes

As a business seller, you need to comply with DSRs, so can't put 'no returns'.

Tell the buyer to return them for a refund if not happy.

yoyoegg

Where do I stand please?

You may as well say you'll refund once the goods are returned to you. The buyer can open a SNAD and 99.9% of cases will go in favour of the buyer.

You're only hope is buyer doesn't return them trackable...;)

soolin

pinkshoes wrote: »

As a business seller, you need to comply with DSRs, so can't put 'no returns'.

Tell the buyer to return them for a refund if not happy.

In fact I would go further and make sure any other listings you have are compliant, if this goes to ebay and ebay take note of your policies you may face issues. They are very strict with us businesses.

yoyoegg wrote: »

You may as well say you'll refund once the goods are returned to you. The buyer can open a SNAD and 99.9% of cases will go in favour of the buyer.

You're only hope is buyer doesn't return them trackable...;)

And this is why some sellers are often considered scammers. OP I would hope that you are most honest than some people on this forum. Tracking protects buyers returns against dishonest sellers only and whilst it is a useful tool for any buyer who feels they have a problem seller and is always recommended by ebay on returns.

barmonkey

pinkshoes wrote: »

As a business seller, you need to comply with DSRs, so can't put 'no returns'.

if you are a private seller it makes no difference on ebay either, if they open a case and return the item you will need to refund.

ballisticbrian

You're only hope is buyer doesn't return them trackable...;)

At the point you tell your buyer you haven't received the item back you would be committing fraud. It seems incredible that you have to remind seemingly intelligent people this.

techspec

pinkshoes wrote: »

As a business seller, you need to comply with DSRs, so can't put 'no returns'.

Tell the buyer to return them for a refund if not happy.

You can never say no on Ebay.

I have just sold an unwanted christmas present - paid £8 postage - and buyer says after a week - hes realised its not the model he wanted.

I get the impression hes used it and broken the seal - but what can i do - NOTHING!

daveeeeed

highhopes19 wrote: »

I got a message from a buyer saying she's not happy and wants a full refund! .....because they were dirty. It clearly states they were new without box, no returns or refunds, I had photos up showing the new condition of the shoes. Where do I stand please?

Ask her to take a photo showing the "dirt" and compare it with the photos you took for the listing. Everything else (late delivery, diamond falling off) is out of your control as long as you fulfilled your obligations as seller.

soolin

daveeeeed wrote: »

Ask her to take a photo showing the "dirt" and compare it with the photos you took for the listing. Everything else (late delivery, diamond falling off) is out of your control as long as you fulfilled your obligations as seller.

That is not true at all and if you are a seller or intend selling I would strongly advise that you get up to speed on basic buyer protection.

As a business the OP has even more obligations under UK law

So, if I sold you a bit of My own personal china on my private account and it arrived damaged you , as a buyer, would be quite content as I had sent it and that's all I need to do as a seller- really?