How would you deal with this refund?

Cuddles2012

I have a buyer who purchased 2 identical items of me as part of a multi listing offer. The photos show the box still sealed and the contents in a different photo (that set is my own). The items are described as new and sealed, which is how they are sent.
The buyer requests a refund as SNAD which is fine with me if they return the items. After I have requested they return they state they have opened both items as they were unhappy with the first they wanted to try the second to see if it was the same. Where do I stand on this, I was happy to refund in full if one had being opened when they are both the same I don't see why they would open both.

the_lunatic_is_in_my_head

Why are the items SNAD?

hollydays

I think I'd have done exactly the same.
Without knowing more, you seem to be only looking at it from your own , rather selfish point of view.

vuvuzela

Cuddles2012 wrote: »

I have a buyer who purchased 2 identical items of me as part of a multi listing offer. The photos show the box still sealed and the contents in a different photo (that set is my own). The items are described as new and sealed, which is how they are sent.
The buyer requests a refund as SNAD which is fine with me if they return the items. After I have requested they return they state they have opened both items as they were unhappy with the first they wanted to try the second to see if it was the same. Where do I stand on this, I was happy to refund in full if one had being opened when they are both the same I don't see why they would open both.

So how are they SNAD, and do you agree with this statement ?
If I as a buyer got 2 of something that was SNAD, then I would open them both to check, to save the hassle and expense of returning 2 boxes if only 1 needed to be returned. I think you are being extremely unfair.

Cuddles2012

the_lunatic_is_in_my_head wrote: »

Why are the items SNAD?

Sorry should have said they do not smell the same as the ones they have previously. They are body lotion / wash set.

the_lunatic_is_in_my_head

Cuddles2012 wrote: »

Sorry should have said they do not smell the same as the ones they have previously. They are body lotion / wash set.

So not really SNAD then (assuming, and no offence intended here, the lotions are legit)? Tricky one but with eBay unless you can sweet talk the buyer eBay will tell them to return the items to you for a refund.

Might be easier to cut the loses and accept them back and perhaps use yourself or give to a friend/family member.

In this case I wouldn't be offering to over their return postage (and if they never mention it that's a bonus) and I can see why the situation isn't ideal for you with this type of thing having been opened.

Cuddles2012

I sort of see what you mean vuvuzela maybe I should explain a little more (or better) it was a one for £10 or two for £15 purchase for example. They selected two for £15 (as one purchase) so in order to receive a full refund they would have to return both items, so I am unable to see the reason for opening two but otherwise I can see what you are saying about opening both with the prospect of returning one for refund.

As for being selfish and unfair why? I have only asked a question and said I was not happy to refund when both have being opened as above at what point have I said I won't I was asking for advice first. The items were only returned this morning.

I think I am more annoyed that they waited for me to say return before they said they had opened both.

hollydays

Are they implying they are fake-do you have the receipts?

Cuddles2012

I didn't think about them being fake i only think of perfume being fake. They are an expensive make so possibly that was what they were saying however they did not say directly they though so which would have being easier as I do have receipts. They were purchased direct about 18 months ago at that time they had being discontinued for about 6 months. I only purchased them as my cousin had a big discount if she could purchase a large number and I went in with it.
There may be a problem with these which I won't know until I get them back. I will give benefit of the doubt but expect to have to refund even if to save feedback as I still have a few to sell. I would rather have refunded for one unopen and one used.

soolin

As business sellers we are unfortunately bound by rules about returns, so I echo the advice above and offer a refund on safe return.

kazwookie

Get them back, refund, and block the bidder.