I made a mistake but the buyer is being difficult help

miss-piggin

Hi I am having a few problems witht his buyer, I sold an item number 120242291619, but made a mistake with the description, the title and photo were correct but the description stated 2 dresses when there was only one, the buyer received the dress and complained to whch point I have offered a refund if she returns the dress to me, or I said I would send her back half of the money and she could keep the one dress, I sent a mutual cancellation to get my fees back, now she is saying she wants to return the dress to me and for me to pay a full refund + the cost of her returning the dress. she has refused the mutual so I can't get my fees back and has left this message:

Dear Miss Piggin I am also trying to be fair and I do not wish to appear insensitive but as your description was false, and this issue has only arisen because of your mistake then I feel that I am perfectly within my right to expect that I am not out of pocket by one single penny and that not only does my money get refunded but also you incur the charges for the return of your item. After all you can claim your listing charges back or get a free relisting of the item when maybe this time it will reach a higher amount for you - in this way you will not lose anything at all but I have no such recompense. If we cannot come to an satisfactory agreement then I shall have no alternative but to file a dispute with Ebay and hopefully they will be able to resolve it. Regards SamandRuth

I think I have been fair with what I offered after I made a genuine mistake, she paid by cheque but I don't now what to do next, I don't want to have my account suspended, but feel she has been unfair with refusing the mutual so I have lost my fees, and advise would be very much appreciated.

[Deleted User]

You made the mistake, it's up to you to soak up the cost; not the person you misinformed

jacksons_mum

yeah, it was your mistake, so why should she be out of pocket, you should have waited until she had her refund and you had the dess back to do the mutual cancellation, then she would have pobably agreed. her e-mail was polite and fair, so i would just refund her.

loobylee

Paypal state that if the buyer wants a refund they have to return the item by a trackable method & thay have to incur the costs.

You do not have to pay the p&p for the item to be returned.

To be honest as she paid by cheque she is not covered by paypal protection so they would not get involed.

Just say you are happy to refund her but she has to pay the return postage by a trackable method as per ebay/paypal rules.

bluebell13

loobylee wrote: »

Paypal state that if the buyer wants a refund they have to return the item by a trackable method & thay have to incur the costs.

You do not have to pay the p&p for the item to be returned.

To be honest as she paid by cheque she is not covered by paypal protection so they would not get involed.

Just say you are happy to refund her but she has to pay the return postage by a trackable method as per ebay/paypal rules.

This is hardly fair to a buyer who was expecting 2 dresses and only got one! Sorry OP, but it was your mistake and I'm afraid you should pay the buyers postage to return the dress to you. I think she is being perfectly reasonable.

miss-piggin

loobylee wrote: »

Paypal state that if the buyer wants a refund they have to return the item by a trackable method & thay have to incur the costs.

You do not have to pay the p&p for the item to be returned.

To be honest as she paid by cheque she is not covered by paypal protection so they would not get involed.

Just say you are happy to refund her but she has to pay the return postage by a trackable method as per ebay/paypal rules.

Yes, that's what I told her or I offered a 50% refund if she wanted to keep the one dress, but now she's getting nasty just had this message from her:

Now your the one at fault in faulsly describing the item so any loss you fall upon you and not me this is your FINAL CHANCE to resove this issue by giving me a FULL refund including the return postage if I get an offer of a full frfund within 24 hours I shal have no alternative but to file a dispute with ebay and LEAVE NEG' FEEDBACK witch i dont like doing so the ball is now in your court

custardy

i would just refund and tell them to keep the dress given its low value.

mookie

Offer her a full refund plus the postage costs once you have received the item back. Ebay would expect her to send it back before you refund her.

mookie

custardy wrote: »

i would just refund and tell them to keep the dress given its low value.

Just checked the item, I agree with Custardy for the value its probably just easier to refund her and let her keep the dress.

Personally looking at the listing I would of emailed you to query how many dresses I was actually bidding on.

luvvlyjubbly

Sorry but i do not understand how you could've made this mistake....it is, putting it politely....a bit of an over-sight.
The dress alos looks very thin so I imagine it will cost about £1.30ish to return
But.....in my opinion...you should just give her a full refund and tell her to keep it....I find it unlikely that you will make anything from it now and worse you could lose more money.
Put your mistake down to a bad experience....we've all had one (or more)....but be professional.
Sorry Loobylee.....that is true what you say but is morally wrong...don't you think?

miss-piggin

luvvlyjubbly wrote: »

Sorry but i do not understand how you could've made this mistake....it is, putting it politely....a bit of an over-sight.
The dress alos looks very thin so I imagine it will cost about £1.30ish to return
But.....in my opinion...you should just give her a full refund and tell her to keep it....I find it unlikely that you will make anything from it now and worse you could lose more money.
Put your mistake down to a bad experience....we've all had one (or more)....but be professional.
Sorry Loobylee.....that is true what you say but is morally wrong...don't you think?

unfortunately I did a bulk re-list without checking the fine details and the first time we listed the listing was for 2 dresses, but I sold one seperately, what I don't understand is why she won't accept a 50% refund and to keep the dress, she bid on it so presumabley she wanted it, but right from the start she wants to return it fro a refund and won't accept any other offers - If she had accepted the mutual cancelllation I would have refunded immediately, it's so frustrating.