Buyer has requested to return as item doesn't fit

[Tory79]

I sold a coat about 3 weeks ago.
The buyer has just opened a case asking to return as its too small for her.
The listing is correct, it's just one of hose things where different brands vary in sizes a bit. (Listing does also say no returns)
I don't want to accept a return, we're going on holiday soon, it's Christmas soon blah blah I don't want to have to eBay it again!
Will I end up having to accept it anyway even though the listing is correct and there is nothing wrong with the item?

[DiscoDiva70]

I guess it depends how she puts her case across, did you explain in your listing that it was a 'small' sized 12 or whatever?

To be honest, in general I think buyers tend to 'win' the case, so it's probably best just to let her return it.

[TeamFinn]

Aren't buyers on eBay protected by distance selling rules? I think you have to accept returns even if it is s pain.

[lljkk]

You could try ringing Ebay for advice, mornings supposed to be better. To protect my F/back I'd no doubt accept it back but gently try to coax to send at her cost.

And block her from bidding on your stuff ever again, of course!!

[PurpleTreeFrog]

I would just do the return... had a similar complaint a few years ago with someone who said a belt didn't fit them. In reality she was annoyed because she'd seen the exact belt in New Look for less than she'd bid for it!

It was a massive pain trying to keep the money and I ended up regretting trying. If I could go back I'd just cut my losses and give the money back.

[summerwinterton]

you can't refuse the return - it isn't really your choice tbh.

[19lottie82]

Has the buyer actually opened a case, or just a returns request?

If you are a private seller and they have just requested a return (rather than open a case), you don't have to accept it, but it's prob easier just to accept it, as the buyer may leave negative feedback if refused.

If they have opened an actual case then yes, you have to accept, as this implies there is something wrong with the item. You can refuse it but eBay will force the return.

Again, if they have opened a case, make sure you get in touch with eBay to remove the defect you will recieve as here is nothing wrong with the item.

[19lottie82]

teamfinn distance selling regs only apply when you buy from a business seller, not a private one.

[Tory79]

They have opened a case yes, I haven't had any contact from them prior to this.

I just listed it as a small, which it is. No mention of any actual sizes.

[Tory79]

Also they have put in the message that it's just a bit small for them, so no risk of them trying to then say it's faulty or anything.

[JessesGirl]

I would ask eBay for advice on this one actually - was it a new coat or second hand? The risk you take when buying from private sellers is that sometimes items may not fit or look exactly as you'd hoped particularly if they have been worn so I wouldn't just accept the return without taking advice from eBay.

[Tory79]

She also said in her message that she's a size 10 and it's too small - but I'm a size 10 and it fits me! That's what I mean about random brand variance!

[Tory79]

It was brand new with tags

[SantasLittleMonkeyButler]

If she's actually opened a case then, yes, regrettably you may as well accept the return yourself rather than wait for eBay to order it.

While I think it's fair enough for business sellers to have to accept returns, it really bugs me that eBay always finds in the buyer's favour for private sales. Yes, if an items faulty, not as described etc. etc. then of course they should have their money back - but not because it's "a bit small" etc. The whole ethos of an auction is that something's sold as seen. You couldn't take something back you'd purchased in any other auction situation just because it didn't fit could you?

[glammanana]

I got caught out in similar circumstances a couple of years ago and accepted the return in the end,since then I make sure I measure ever seam I can and tell the buyer to see the sizes quoted before purchase,not had any problems since then even though it is time consuming.

[nauticant]

You have two choices OP:

accept a return and you might be lucky with the buyer paying the return postage

don't agree to a return, have a pain in the arse in dealing with the case, lose the case, and then have to accept the return.

[Tory79]

I've just realised that actually she's just requested a return at his stage and hasn't opened a case with eBay.

Does that make any difference? I will try and contact eBay tomorrow I think as I'd really prefer not to take it back if possible. She got a bargain - she'd probably get more selling it on!

[Whocansay]

I buy and sell on ebay. I would discuss with ebay on chat and see what they say.

If you think it went too cheaply, surely would be good to get it back and relist?

Fighting the case would be hassle, but either way do everything through ebay otherwise you may have to pay fees even though she returns it.

[nauticant]

Does that make any difference?

Yes, it gives you a way to get to the best outcome. You tell the buyer "no problem, return the item to me and once I receive it and confirm it looks OK you will get a full refund of all the money you paid in the transaction" and if she plays along you cancel the case and get a refund of your fees.

You'll be out of pocket for the original postage but will avoid a heap of hassle.

[DiscoDiva70]

Yes, you should really return it before a case gets opened as, you'll lose the case anyway and also, you don't want others reading that you've had a case opened against you in your feedback.

[DoctorFunkenstein]

I think I would offer to accept it if she agreed to accet a refund minus her original postage, so I didn't lose money on her decision to gamble that it would fit.

Buying clothes on ebay is a risk always - I have various things that didn't fit; you have to just sell them on, it isn't fair on the seller unless it is misdescribed (ie sold as a 14 when it's a 10, etc)

Not sure what the ebay stance is on this. If you described it accurately and showed a photo of the label, then she has no case.

[summerwinterton]

you can't do that - they would get a full refund if they open a case. You cannot decide to keep their postage.

[19lottie82]

It's up to you OP you can effectively reject her return request, but she may leave negative feedback and / or open a case.

If you choose to say no, send a gentle message apologising and saying that you did state no returns. Suggest she sells it on herself and give her permission to use your photos from the origins listing.

[DoctorFunkenstein]

Summer, normally I would concur but in an instance where the buyer has no right to return, ie the garment was correctly described but they simply don't fit into it or like it or whatever - the seller is doing them a favour by accepting it anyway.

So a compromise of the seller retaining their postage outwards seems reasonable to me.

[19lottie82]

Doctor...... I don't think you're really grasping Summers point here..... yoi CANT refund without the original postage cost included!

Well you could, but.....

1. the buyer could open a case straight away and they would get it back anyway.
   
   And
   
   
2. to cancel the sale you MUST refund everything, if you don't you won't get your final value fees back, so it kind of defeats the purpose!

[SistersOfPercy]

You run the risk of it suddenly becoming 'not as described' as well. Never underestimate a buyer, refuse a return and the item might suddenly develop a hole, a missing button etc and then a case will force you to refund.

Personally I'd accept the return and refund in full. Add buyer to blocked bidder list and move on.