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Started selling some of my and my children's clothes (some new, some worn; mostly Boden) on eBay recently. Being quite new to eBay, I have been meticulous about describing each item correctly, showing lots of photos, etc. If there has been any flaw, however minor, I have described it and taken photos. I have washed and ironed things first. I have even included £2 in cash in one parcel as I discovered it would cost me less to post than I had charged. As a result, I have 100% feedback, and several buyers have said "best ever purchase", "would definitely buy again", etc.
So, last week I sold a Boden dress which I'd worn a few times but sadly could no longer fit into due to having put on a bit of weight recently. Before listing, I checked it over and it looked in great condition. I also took lots of photos. I listed it as used, described it in detail, and included 6 photos. It sold, and I posted it to the buyer the next day.
A couple of days later, the buyer messaged me to say that it was "lovely" but that there was a 1cm hole in the dress. I was very surprised to hear this, as I certainly hadn't seen any such hole, however, I replied very apologetically, saying I could offer a partial or full refund (even though I had stated no refunds on my listing), and asked for a photo of the hole, showing where it was and how big it was, so I could decide how big a partial refund to offer.
The buyer sent me a close-up photo of the hole. Although this meant I couldn't work out where on the dress it was (and so couldn't find it on my photos), it was clear from the size of the hole in relation to the pattern, that the hole was tiny - perhaps 2mm?
Although I was surprised I hadn't noticed this, and even though the hole was tiny and I'm still unsure where on the dress it is (so perhaps somewhere completely hidden?), in a bid to maintain my 100% feedback, I offered £5 partial refund or a full refund of the £15 paid.
The buyer said they didn't want a partial refund as they would never wear something with a hole (even one so tiny?). I therefore said they could post it back to me and I would refund them, although I said I'd never had to do a refund before, so didn't know how it worked, and did they know my name and address so they could return it?
That was yesterday morning, and I didn't hear back from them until today when they opened a case against me for selling something not as described!
Before I explain what's since happened, please could someone more experienced on eBay than me, please let me know if what I offered was reasonable, and how serious "cases" are on eBay? Can other people on eBay see this case against me? Will they be able to once it's resolved? Is it usual to open a case against a seller even when they've offered to give a partial or full refund? I really feel I've behaved very fairly and generously, especially given the hole must be absolutely tiny for me not to have noticed it before listing, and that I had said no refunds, so I'm really upset about this.
Thanks :)
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seller has opened a case against me
14 replies
ebaygirl · 23/06/2014 23:03
OP posts:
TeamEdward ·
23/06/2014 23:25
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