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Buyer says item doesn't fit. What is the general consensus on a return?

(21 Posts)
RooneyMara Sun 18-Nov-12 20:32:38

I have a nice, amicable sounding buyer who emailed about a week ago saying her item doesn't fit.

I listed it showing the label with the size on it, with a disclaimer in the listing saying I didn't know what the fit was like as I hadn't worn it myself, and I'm not a bloke, etc. I did say what size bust I have (it's a jacket) as part of this sentence and she says she is the same, and it doesn't fit her, but then, I didn't say it fits me - still I can see how she may have expected it to.

Anyway I offered it to my second bidder as soon as I got the email, but they didn't respond.
I've had another message saying have I heard from them, and I've suggested she relist it herself, with measurements, and if she wants to she can use my pictures and listing - basically, I don't want to have it back and refund her and relist it myself, because I don't think I could have said anything else in the listing to the effect that it might not fit the buyer.

I didn't include the measurements of the jacket, no one asked me for them. I probably should have done.

I'm worried that she might be unhappy with my response, and though I don't think it's necessarily my fault, I don't know what to do. I've had a raft of non payers and changed minds and so on lately, am heavily pregnant, it's a massive effort emotionally and physically to organise all this stuff - I've been selling a lot to make way for new baby.

Am I being unreasonable asking her to list it herself, or should she be able to return it? It's just an extra hassle I don't need but then, I don't want a dispute or neg feedback either. And she said she doesn't want postage refunded which is nice of her.

WWYD?

CrapBag Sun 18-Nov-12 22:03:04

You are not a shop. She bought it in good faith that it is the size she wears, if it doesn't fit her then that is her problem I would say (not actually put it to her like this but I wouldn't accept a return for it, its a hazard of buying second hand clothes).

My ebay states that I do not accept returns or give refunds. People will try all sorts normally.

HokeyCokeyPigInAPokey Sun 18-Nov-12 22:05:13

No refunds if stuff doesn't fit.

She could have requested all the measurements she wanted and she didn't - not your problem, she'll have to sell it on.

Durab Sun 18-Nov-12 22:22:50

I agree with the others, but why did you include your bust measurement, if it doesn't fit you? I don't think she's being unreasonable to assume that as you quoted your measurements, it would fit someone with those measurements. Yes, she could/should have asked for the garment measurements, but you had quoted measurements, how was she to know they didn't relate to the item you were selling?!

I still wouldn't refund, but she's probably entitled to feel a bit disgruntled.

LineRunner Sun 18-Nov-12 23:31:42

I have to say that I'm not really clear on why you would have included your own bust measurement, if you are saying that that is irrelevant to the size of the jacket?

Personally I would take it back, and relist it with full measurements - unless she paid a pittance, in which case, to just keep the stress to a minimum in your situation, I would refund her (or ask to partially refund her?) and tell her to keep the jacket.

If she opens a case you will have to refund her anyway, tbh. That's how ebay works.

RooneyMara Mon 19-Nov-12 07:13:33

Hi.
Yes I can see why that is an issue. What I actually put was something like,

'I'm listing this with the size as shown on the label, but I cannot confirm the fit - it's a man's jacket, and I'm a woman with a 36" bust so I don't know what it fits like, perhaps if you know this brand you will have a better idea.'

The thing is, that I do (usually - pregnant atm) have a 36" bust but that too is variable between women, she might be a 36G, I'm a B, and women's clothes aren't normally sold on chest size anyway - so yes it was daft of me to include that information, as it's totally irrelevant.

Also it DID fit me, I'm sure it did, when I bought it a couple of years ago. I can't promise it would fit everyone who wears a 36 bra though. And she says the arms are too short, which is bewildering. I'm sure I'd have noticed, and I've not altered it, it's just as it came to me.

I feel the same as you guys tbh - that I was silly to include a measurement at all, and she assumed a bit too much from that, and also that it's probably her responsibility a bit more than mine as buying S/H clothes is always a risk (I've had SO many clothes that didn't fit me, even if they were 'my' size - and I've never asked to return them, I just sell them on as it isn't the seller's fault)

but I feel sorry for her, having this thing that doesn't fit her, and it was nearly £50. Then again I so don't want it back again. I've already sold it once in the past to have the winner change his mind. It's been hanging around for ages like a curse.

I'd offer a partial refund and tell her to keep it if it had anything wrong with it but I don't think it does. But I might do that anyway.

For now I've just said, look, why don't you list it, use my listing, use my photos, between us we can find it another home. I haven't ruled out a return. I was going to list it on her behalf and have her send it on to the next winner but then realised I can't measure it if she has it. So I've suggested rather than sub Royal Mail again, she can do this herself.

I'll wait and see what she says.

Thanks all.

If you told me you had a 36" busy I would take that as your full bust measurement.

It might just be easier to take it back and next time not mention your size, obviously I wouldn't refund any postage costs and you can still get your eBay fees back

RooneyMara Mon 19-Nov-12 07:29:15

What like round the entire distance? Oh goodness. Well if that's her size round her entire bust then it really ought to fit! That's my bra size, so UNDER the boobs iyswim - and it did fit me.

I really didn't think anyone would take it as an indication of it definitely fitting, it was meant to be a disclaimer but yes it does sound like a fit suggestion. I can see that.

Oh dear.

But why wouldn't it fit someone that tiny, it's a man's size 42 jacket. It doesn't make sense.

Yes it is odd..... eBay can be a pita sometimes I think it's better to hardly write anything in the description except size, brand, condition, any questions please ask as returns not accepted grin

She probably didn't read what you'd written properly

RooneyMara Mon 19-Nov-12 07:35:11

Actually no, I've just measured my boobs now and they are only 37 all round. So probably bra size isn't the under-bit is it.

Now I'm really confused.

I still don't get why it doesn't fit her...it ought to be too big if anything, I've got a few Belstaffs and they're all men's and all second hand, and they're too big for me. I have to wrap the belt round beyond the poppers/zip iyswim.

From what I can recall this was similar.

If I'd put, size 14 and it didn't fit - would I still be liable? Isn't size just totally variable?

You can tell I really don't want it back. It's just that I'm selling so many things, I'm about to have a baby, and I don't want the hassle of yet another item to relist. But I probably ought to anyway.

RooneyMara Mon 19-Nov-12 07:36:45

Thanks btw, Spotty smile

<kicks self in head>
<accepts return on grounds of oversharing>

Maybe she's in denial about bar size. Wax jackets are notoriously generous in their sizing, especially the men's/unisex ones. You could just tell her to suck it up depends how you feel about a possible negative. smile good luck with the baby I'm willing mine out but still got four weeks to go!

ihearsounds Mon 19-Nov-12 08:08:29

But she said it doesnt fit her arms, regardless of the chest size. Maybe the buyer has longer arms. Or maybe it is too baggy for her, so again doesnt fit.
Also putting no refunds on ebay listings means nothing. Buyer protection trumps the sellers no returns in listing.

Minimaxkids Mon 19-Nov-12 08:15:49

I had a buyer pay £20 for some size 5 shoes.
She left me negative feedback because they didn't fit. There are some eBay nutters out there.

Refuse return. If she opens a case, insist she return at own expense.
Don't worry about your eBay account. Leave it dormant and open another.

LineRunner Mon 19-Nov-12 08:25:33

Also putting no refunds on ebay listings means nothing

ihearsounds is right. This is the law of the ebay jungle.

RooneyMara Mon 19-Nov-12 09:50:46

I know, I know - I've been on there long enough. I just feel rather vulnerable at the moment after so many buyers messing about - that's not her fault. I still haven't heard back, she's a slow responder which is a good thing I think...it takes her a few days each time.

It just seems like you write the most detailed descriptions, try and be really really honest and STILL someone finds something to complain about. It takes away all my confidence, like if I take it back, I'll never get rid of it as I cannot get the listing right whatever I do, and however hard I try. iyswim? I did my best. I always write long winded descriptions and include loads of photos etc.

I don't want to abandon the account, I've nearly 1000 feedback now, and don't want to start again. But I hope she won't leave a neg, anyway - if push comes to shove I'll just have it back. I feel bad for her, and she isn't being pushy. It's just an annoying situation for us both.

lljkk Mon 19-Nov-12 09:57:18

I would take that bust-size disclaimer as TMI about the fact that being a woman, with usual female anatomy, you wouldn't exactly be able to try the jacket on & comment on how it usually fits men sizes. Which is reasonable enough.

If it's a low value item I would refund without asking for return to protect my feedback. Else I'd refund after return (to protect feedback). This is not about rights & wrongs, just about protecting your f/back.

I still think buyer is a plonker, btw, but you have to think like a shop to successfully sell on Ebay, I find.

Next time give every measurement for the jacket you can think of: inside sleeve length, drop from collar to hem, bust of the jacket, collar circumference, etc. I look for this info on any clothing I buy online, anyway.

I've just bought a coat off e-bay. It ought to fit but I accept there's a chance it won't & if it's too small I will either use that as further inspiration to get on with my diet or relist. It certainly isn't the seller's problem.

sarahtigh Mon 19-Nov-12 10:07:04

no returns or refunds on ebay listing is pointless waste of time

as is saying I am not responsible for loss/ damage of parcels because you just are

it is always without exception sellers responsibilty to get item there is one piece and to claim from deliverer if not

if item is not as described you have to accept returns and refund including original postage ( but not return postage) if you make the mistake or it arrives damaged you should pay return postage but ebay can not make you)

items not fitting are PITA as not really sellers fault unless obviously wrong like putting size 14 when label is size 16

if you have 1000 stars 1 negative will make no difference whatsoever do not take it personally

try saying, I am a private seller not a business so you can return and I will refund cost of item but not postage if she goes with that great, if not will have to refund all no return

i would list with 3 photos front/ back/ size/brand label

include basic measurement of actual garment length, chest etc

do not write lots and lots

always describe as size on label but can add I think this is a small/large 12 as appropiate

CrapBag Tue 20-Nov-12 22:04:56

I had a case against me recently and the buyer was being unreasonable. I was trying to compromise but she wasn't having it and used the threat of feedback against me. Ebay did refund her but I wasn't found at fault so I didn't have to pay, although she did still get to leave me negative feedback.

You are NOT obliged to have the jacket back. She could be the perfect size that the jacket label says and it still not fit right. Clothes don't have arm lengths. Its why I don't buy clothes on ebay because you cannot guarantee the fit and all shops are different.

I really wouldn't refund her. You did make it clear that you were not sure of the fit so she would have been aware. If she did start a case, I don't think ebay would side with her.

fergoose Tue 20-Nov-12 22:12:16

if the buyer opens a case you are obliged to accept a return, unless ebay give her a no fault refund.

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