eBay Private Returns Request - HELP!

QueenJess

I have sold on eBay on and off for a year to get rid of items I no longer want in my house. I like the idea that they are being used by someone and also the extra cash comes in handy.

For the first time, a buyer has requested a return on some shoes (I don't normally allow returns on my listings), but this is "allowed" because the shoes "state a different size" to that in the listing. However, the listing shows a photo of what the shoes say and it is accurate.

Generally I don't like the hassle and so it would be one thing if they wanted to return the shoes to me at their own cost as they didn't fit or they changed their mind or something. However, I am a bit annoyed that they are claiming the listing was wrong and I should pay for the return postage.

Not sure what to do here as part of me can't be bothered with any hassle and would accept this even though it is wrong since the postage shouldn't be very much, but it does put me off using eBay again to make any sales.

Any thoughts?

theonlywayisup

Unfortunately there isn't much you can do. If the buyer states the item is SNAD (significantly not as described) as they have here, then you have to pay the return and give a full refund.

Do the shoes show a different size? Do you have a photo on the listing showing the size? That may make a difference to the statement I gave above.

QueenJess

I always take lots of pictures when I sell so people can see everything is kosher. In this case, I did take a picture which included the size of the shoe which is as I advertised. This was included in the eBay listing.

soolin

This is an unintentional consequence of not accepting returns, unfortunately buyers can see the loophole and make use of it.

It's covered in the sticky thread here:
https://forums.moneysavingexpert.com/discussion/comment/71969472#Comment_71969472

theonlywayisup

If the photo shows the size and the size is that as described on the listing, you can ask the buyer to send you a photo of the shoe showing the incorrect size. They don't have to reply.

You could upload your photo showing the size and try and fight the case (not accept the return) and you may be lucky. But it's not a guaranteed win by any means.

QueenJess

Hmm... this is why I am wondering whether it is worth fighting or not for a few pounds of postage? It is the principle that annoys me more than the money and the subsequent hassle.

But then if I accept it, it sort of suggests that buyers can do whatever they want at my cost and I am totally reliant on them being good people.

Has anyone tried to fight anything like this or is it just not worth it? I don't want to be unreasonable and actually if they had cheekily asked to return at their cost as they didn't fit then I would accept that.

ballisticbrian

It might be worth while just sending a very polite message to check the buyer has contacted the right seller, they may have bought a load of stuff at the same time. This is not such a long shot, it's happened to my OH. Also, it gives the buyer a chance to see you are a genuine seller and are concerned with their problem, and they sometimes just close the request. Strange but true!

Pun

If the listing and the photos both show the same (correct) size for the shoes, could just be a very confused buyer! Have you contacted them and politely pointed out that the listing shows a photo of the actual shoes and shoes the size as [xx].

If that fails to get the buyer to see sense, have you spoken to CS at ebay?

QueenJess

Thanks all. I have gone with sending a very polite reply asking for a bit more information and will see what happens!

mrcol1000

How much money is it? Personally I think it is a lot of hassle, stress and effort to fight it when its likely you will have to accept a return anyway. Sometimes it is just better to accept returns at buyers cost from the beginning than have them claim they are not as described to force a return. I have also found for me, that only about 50% of return requests accepted, actually end in the item being returned.

Whatever you do, remember to block them so you don't have to deal with them again.