What to do?

Amanda65

Hi all

Have bought lots from Ebay in the past but this week was my first foray into selling. One of the items I sold was a shawl style mauve cardigan which sold for £3.51 plus £2.50 p&p.

I posted the item on Tuesday, once I had received the Paypal notification that funds were received and today I have a query from the buyer saying that it's not a 'mauve' as it looks in the picture, she considers it more taupe (it is defintiely an amethyst colour) and asked if I would consider 'taking it back'?

What do you think? I currently have 100% feedback and don't want to lose it but have to consider costs - eg Paypal fees. Should I say I'll take it back if she posts it at her cost and I'll refund her £3.51 less my Paypal fee? Or should I say sorry, disagree think it is mauve and let her get on with it and risk bad feedback???

unrich

Up to you. I would say colour is a subjective matter and no matter what the picture and description say, the buyer needs to take care. Unless you all refer to Pantone standardised colour cards and calibrate camreas and monitors!!!!

I'd offer to take it back but not refund postage. i.e. the cost of matching the scarf against other clothes.

Or offer a small refund £2 and tell them to keep it. Its probably not worth sending such a low value thing back and too.

Its going to be hard to give a neg on colour alone and as hard to receive one for not being reasonable over a £5 purchase.

Amanda65

Oops somehow seem to have posted this twice - can the mods delete this one as there are more replies to my thread further up - soryy!!

heskpesk

Although I think buyer is wrong for the sake of a few pounds offer to take back at her cost and just give her refund on purchase bid. the offering of a small discount stated above is not a bad idea either!!

StaffsSW

Turn the tables on the buyer - give them a sob story about how you are colour blind, and very sensitive about your disability. If they continue to taunt you about their interpretation of the colour shade, then you will be forced to report them to the disability discrimination people!

Anyway, speaking as a bloke, is there really a difference between mauve, taupe, amethyst.

It's all purple to me!

Kay_Peel

The fact is - she doesn't like the colour. I think she's a cheeky blighter.

Tell her that you stand by your description, but that you are prepared to accept a return. You will refund her once you have examined the article.

Then refund £3.51 only.

StaffsSW

As a private seller you are under no obligation to provide refunds or returns to what is essentially a subjective issue.

If the item was faulty, or completely the wrong colour, then maybe you should offer a return. But if you were a business seller, then yes, you would have to accept the return without hesitation.

(And people are still quick to knock the powersellers when they have to adhere to that legislation!!!)

Premier_2

I'm with Kay Peel on this one.

The variance in colour is very subjective and is certainly not a case of significantly not as described (as per ebay definition) - it does sound like either the buyer does not like the item for whatever reason or is hoping for a discount.

I would therefore not offer any discount in this matter, but for the sake of goodwill, would agree to take the item back less postage & packing costs (both ways).
Once the item is returned (and you've inspected it to ensure its the same item/not damaged) then refund £3.51 using paypal - do this as a partial refund - you'll find the link at the bottom of the transaction page in your paypal account.

Doing it this way will mean you will get a credit of your paypal fees on the amount refunded.