Buyer complaining too big!

[Bea]

sold a BNWT hoodie for 3/4 yr old ... I included pics etc showing tags with age / measurements etc

buyer is complaining it's too big.

my returns policy is no returns...

how do I respond without sounding arsey?

[SistersOfHearsey]

Your returns policy is meaningless really, if your buyer wants to send back they can simply open a case. They will probably go for 'not as described' despite the fact that it is and sadly because of how eBay works they will win.

You could try and put them off first....

Dear Buyer,
Sorry you have found the item too big. Please feel free to reuse my photographs if you wish to sell it on yourself.
Best wishes
Bea

Depends on how you value your feedback and stars really. Might be simpler to just say 'send it back for a refund'. It will avoid you a defect.

[Chrissy41]

it is best you ask them to return at their expense for a full refund - you cannot state no returns. If you refuse to co-operate they will just neg and you will get a defect too. Not worth the hassle.

[Bea]

Thank you Oh wise ebayers, I'm only just dipping my toe in eBay... And it's been good so far... But this has made me go all "ohhhhh" and "grrrr"!!
Thank you again! A refund it is!,

[Rivercam]

If the top is labelled 3/4, and you stated that also, then I would reply with this information. They haven't really got an argument.

if they do put a negative code, then reRegister with a new email address and start selling under that name.

[SistersOfHearsey]

Technically you can't state 'No Returns', hell eBay even gives you the option to tick it, but it's pretty meaningless in the scheme of things. I'm not really sure why it's still an option.

The other issue on the horizon will be when a buyer opens a not as described case (regardless whether the item was or not) you as a seller will have to pay for them to send the item back, so you are out two lots of postage.
It's hit and miss who is enrolled on this so far, I've found it's mostly business sellers but with that in mind it's worth avoiding having any cases opened and being very nice to your buyer whilst quietly seething.

[VintageCherry26]

Kindly remind them that you've selected 'no returns'. You stated the size that's all you could do! If the shop the item was from isn't the same sizing as they're used to its not your fault! If I buy something on eBay that doesn't fit because the size is off, I sell it again myself, it's not the sellers fault!

[SistersOfHearsey]

can state, not can't.
(long day, sigh)

[SistersOfHearsey]

Risky strategy vintage, if they open a not as described case it will count as a defect.
They new system is massively weighted towards buyers getting exactly what they want.

Best to grin and bear the return at their expense.

[Chrissy41]

Vintage - that is a sure fire way to get a neg and trashed stars - you cannot refuse a return.

[Tryharder]

I disagree that the item is not as described. If the label says age 3-4 and it was sold as such, then I can't imagine that the buyer would win a not as described case. The buyer is an idiot. Why doesn't she just put the item away until it fits as most people would do.

However as a gesture of goodwill, I would tell her to return it (at her own expense) and then you'll refund

[Bea]

I have to admit.the buyer didn't say outright she wanted a refund... Just that she was unhappy with the product and it was too big.... I offered to refund. .. But thankfully buyer has said she'll keep until it fits her dd. I was just a bit stumped when buyer messaged that they were unhappy with the product. .. What do you say to that!
Anyway! All sorted now! Thank you all for your good advice to this novice ebayer! X

[SistersOfHearsey]

Try, nobody is saying it's not as described, but that will be what the buyer opens a case under.
She will win, simply because eBay doesn't really judge each on its merits. She will say it was too big to be that size, eBay will reply 'send it back'.

Glad it worked out for you bea.

[Nanny0gg]

The only reason (which may be pointless) that I put No Returns is so that buyers don't think I'm M&S and send back just because they don't like it.

I'm aware that I wouldn't win if they came up with an excuse different reason.

[glammanana]

Bea Just to be safer rather than sorry I would take a couple of minutes to give measurements ie: length from shoulder to hem and inside arm measurements that will put you in the clear re sizing but you will always get someone who will find fault