Item Doesn't Match Description - Do I Just Refund?

mimi1234

I sold some eye mascara. It was as a buy it now as I had purchased 4 (2 duo packs) and the wifey didn't like it, so I put the other 3 on eBay.

I ticked waterproof for some unknown reason, (I'm human and we all make mistakes). The buyer has just got back to me saying the item did not match it's description and she wants a full refund.

In her message she has said "I know that this brand do not sell waterproof mascara in 2 packs". So technically she knew I had listed it wrong but still went on to buy it. Had it been someone else, you would have expected them to have asked if it was waterproof first instead of knowing fully well it would not be and buying anyway.

What do I do? Just go ahead and refund her? Or does she have to send it back? If she does send it back (I don't really want it as she may have used it and there is no way she can guarantee it's new anymore) do I have to pay for the return postage or does she have to cough up?

Thanks in advance.

RainbowDrops

Probs easiest to just offer a full refund and let the buyer keep the item. You're least likely to get bad feedback there.

However, if it was a reasonable amount of money, you could ask the buyer to return for a refund (the two in the sealed pack might be good for resale). But as it was your mistake on the listing, offer to reimburse their return postage costs. technically, yopu don't have to offer return postage, but in this intance I think it would be fairer to do it.

mimi1234

Thanks for that. It just bugs me that she knew I had listed it wrongly but she went onto buy it anyway. She very matter of factly said "I know this brand do not sell waterproof mascara in 2 packs". The photo I had put up was of the 2 pack saying you will be buying 1 of these and it will be sent unboxed.

theoretica

She could have googled it after buying it - just because she knows something now doesn't mean she did then.

sharnad

She should return it for a refund and you don't have to give return postage

hermum

sharnad wrote: »

She should return it for a refund and you don't have to give return postage

If you do this you will definitely get neg feedback & low stars and deservedly so.
You made a mistake in listing, the buyer shouldn't be out of pocket. I would tell her to keep them & refund the whole of the payment including postage.

campdave

theoretica wrote: »

She could have googled it after buying it - just because she knows something now doesn't mean she did then.

Spectacularly bad advice.

hermum

theoretica wrote: »

She could have googled it after buying it - just because she knows something now doesn't mean she did then.

campdave wrote: »

Spectacularly bad advice.

Did you quote the wrong response?

mimi1234

hermum wrote: »

If you do this you will definitely get neg feedback & low stars and deservedly so.
You made a mistake in listing, the buyer shouldn't be out of pocket. I would tell her to keep them & refund the whole of the payment including postage.

I don't quite get the deservedly so bit. We are all humans and we all make mistakes.

From the general gist of the messages, the buyer knew right from the get go I had listed it wrong as she uses this brand a lot. Any other person would have messaged first and queried which is exactly what eBay said. I've checked her feedback and she has left a few negatives stating item was not as described. Oh well. Whatever!

Anyway, I have refunded her and told to throw the mascara in the bin which I doubt she will. I bet I will get a negative now! Hahahaha!

This_Year

sharnad wrote: »

She should return it for a refund and you don't have to give return postage

hermum wrote: »

If you do this you will definitely get neg feedback & low stars and deservedly so.
You made a mistake in listing, the buyer shouldn't be out of pocket. I would tell her to keep them & refund the whole of the payment including postage.

mimi1234 wrote: »

I don't quite get the deservedly so bit. We are all humans and we all make mistakes.

The way I read it, the deservedly so bit wasn't aimed at you but at the poster whom I have also quoted above who stated wrongly that you wouldn't have to give return postage.

You've refunded now, so hopefully the buyer will be satisfied with that and won't give you a neg. If you do get a neg just respond calmly along the lines of "full refund given" or even don't respond at all. Up to you.

campdave

hermum wrote: »

Did you quote the wrong response?

Yes - sorry, should have been the insist she returns it at her own cost. No idea how I managed to quote yours!