Returning item -buyer already left negative

bluegreenblue

Hello there, need some help with this.
I sold a a top on ebay in used condition, stating it had been used/worn. The buyer messaged me saying it has a small hole in it. I never noticed this before (it's very small and the top is stretchy so only noticeable when worn).

I apologised as I was not aware of this but explained it was described as used, and I offered a partial refund or said they can return it for a full refund but they messaged me back saying they would rather put it in the bin and told me they were going to leave negative feedback.

They've now left me negative feedback and opened a case where I will have to pay for return postage saying the item doesn't match the listing.

I was wondering where I stand on this, I had 100% positive feedback and never had any issues, I wouldn't of minded paying return postage but the buyer has already left negative feedback and has been uncooperative.

Do I have to pay return postage and is there anything I can do about the negative?

JoW123

It will probably be cheaper for you to refund them in full and not have them post the top back to you. I doubt you could sell it again if it has a hole in it, so there isn't really much point in paying extra postage to get it back.


As for the negative, unfortunately Ebay are unlikely to remove it as they will say the buyer hasn't had a positive experience and is entitled to leave feedback accordingly.

theonlywayisup

bluegreenblue wrote: »

Hello there, need some help with this.
I sold a a top on ebay in used condition, stating it had been used/worn. The buyer messaged me saying it has a small hole in it. I never noticed this before (it's very small and the top is stretchy so only noticeable when worn).

I apologised as I was not aware of this but explained it was described as used, and I offered a partial refund or said they can return it for a full refund but they messaged me back saying they would rather put it in the bin and told me they were going to leave negative feedback.

They've now left me negative feedback and opened a case where I will have to pay for return postage saying the item doesn't match the listing.

I was wondering where I stand on this, I had 100% positive feedback and never had any issues, I wouldn't of minded paying return postage but the buyer has already left negative feedback and has been uncooperative.

Do I have to pay return postage and is there anything I can do about the negative?

Very confusing.

Did you offer to pay the returns postage?

bluegreenblue

They never asked, but they opened a case so ebay states I will be paying for a return label. Just want to know if there's anything I can do about the negative feedback as they left it even after I offered a full refund?:(

theonlywayisup

bluegreenblue wrote: »

They never asked, but they opened a case so ebay states I will be paying for a return label. Just want to know if there's anything I can do about the negative feedback as they left it even after I offered a full refund?:(

Doubtful, but always worth a try. Ebay like to see a seller reaching out to a buyer by offering, before being pushed. You should have offered the returns postage.

the_lunatic_is_in_my_head

JoW123 wrote: »

It will probably be cheaper for you to refund them in full and not have them post the top back to you. I doubt you could sell it again if it has a hole in it, so there isn't really much point in paying extra postage to get it back.

That is exactly what the buyer wants, a free item, try telling a branded company your top has a hole in it so you want a refund and to not return the item.

It's not normal behaviour to expect such and very likely highlights abuse.

OP you should report the buyer for making unreasonable demands noting they expected a refund without a return. There will be a "report a buyer" link next to the feedback they left on your profile.

See what happens with the returns case, if nothing comes back it will time out after 30 days IIRC (you can refund without the return and the buyer may be expecting this rather than you to fork out for the return costs as part of their bullying tactics) and then you can try CS to say the buyer didn't return the item but wanted a refund.

If the buyer does use an eBay label this will be charged to your eBay invoice along with your fees and taken via your standard payment method (for a smallish item like this it's likely to be £2.78 via Royal Mail Tracked).

pinkshoes

You sold a top and didn't mention it has a hole in. Why should your poor buyer be out of pocket???? No wonder they left a neg.

refund them and move on. Check items more carefully in future.

theonlywayisup

theonlywayisup wrote: »

Doubtful, but always worth a try. Ebay like to see a seller reaching out to a buyer by offering, before being pushed. You should have offered the returns postage.

Have you asked for a photo of the hole?

You could perhaps refund without the expense of a return.

mrcol1000

Although it seems unfair, look at it from the buyers view. They brought an item which they knew was used but didn't think would be damaged. They now face having to pay to return an item and be out of pocket for something that is not their fault.

They could have just opened a case in the first place but they gave you an opportunity to fix it. As they faced being out of pocket, they opened a case.

Personally I would use this as a learning experience. I would have either offered to pay for return of the item or if it had been little money, offered a full instant refund on production of a photo of the damage.

JoW123

the_lunatic_is_in_my_head wrote: »

That is exactly what the buyer wants, a free item, try telling a branded company your top has a hole in it so you want a refund and to not return the item.

It's not normal behaviour to expect such and very likely highlights abuse.

OP you should report the buyer for making unreasonable demands noting they expected a refund without a return. There will be a "report a buyer" link next to the feedback they left on your profile.

See what happens with the returns case, if nothing comes back it will time out after 30 days IIRC (you can refund without the return and the buyer may be expecting this rather than you to fork out for the return costs as part of their bullying tactics) and then you can try CS to say the buyer didn't return the item but wanted a refund.

If the buyer does use an eBay label this will be charged to your eBay invoice along with your fees and taken via your standard payment method (for a smallish item like this it's likely to be £2.78 via Royal Mail Tracked).

How do you know there wasn't a hole in the top?? You are making the buyer out to be a liar. We don't know the facts one way or another! The OP will be expected to refund in full and pay for the return label. If it was me I wouldn't lose more money by forcing a return. The buyer could be a scammer or they could have bought a top which they have found has a hole in it!

campdave

The first thing to do when people complain about a damaged item is to apologise. The second thing to do is ask for a picture of the fault.