I sold some kids clothes at the end of November. Items were all listed as returns not accepted.
Buyer has got in contact (yesterday) to say she's unhappy with one item. I wasn't aware of the problem - my listing highlighted a snag in the stitching but this is unrelated. However, don't want hassle or bad reviews so have offered to refund her but told her to initiate it through eBay.
A couple of questions ....will the listing allow her to request a return/refund given my default no returns setting? I can't see a way to change this. If not, would she be best going through the eBay guarantee or paypal? I'd like the item back. I don't see why she should get her money back and get to keep,it!
"No Returns" only applies to change of mind returns, ie just don't like it or doesn't fit, NOT faulty / misdescribed items, so it wouldn't be applicable in this situation I'm afraid.
If the item the buyer is complaining about was part of a bundle then it may be worth offering them a partial refund to close the return request and save any hassle, you won't however get the item back. Otherwise your only option will be to take the whole bundle back, and refund in full.
If it's an individual item you can also offer a partial refund, but as you've said you would like the item back then yes, ask her to open an official return request through ebay, and you will refund her once the item is returned.
However be aware that whenever you accept a return for a faulty item you are responsible for the return postage. In order to process the return ebay will get you to agree to purchase a returns label @ £2.99, this will then be forwarded to the buyer and when they use it, the cost will be added on to your monthly invoice for your sellers fee.
Ask her to send the item back recorded delivery then once received you can send her the Money. As you stated on eBay no returns make sure you tell the buyer you are doing this out of kindness to them. To be honest unless the item they received was badly damaged or totally not as described them really it's not your fault.
Thanks. She said she will try the eBay return request. It's a down jacket and the issue is that there are places where the down is patchy or else lumpy I wasn't aware of any problem with it - wouldn't have listed it if that was the case. Shall see what happens. Apparently she was abroad which us why it's taken this long.
I haven't listed kids clothes in quite a few years. Last time they sold quickly for great prices. This time it's hardly worth it. Need a new home for outgrown Boden etc!
I've just had a return request. Buyer says Item doesn't fit and is not genuine. Ebay suggest various options: Accept the return... Decline the return. AFAIK the item was genuine but I did think the sizing ran a little small which is why I listed it. The buyer was a PITA sending lots of barely literate messages along the lines of 'can you send it first thing tomorrow'. I don't mind running the risk of bad feedback. What do you suggest?
It's entirely up to you. As already discussed you're under no obligation to accept the return at this stage.
If you have a high feedback score with none or few non positives, and you're happy to risk the chance of a negative then just decline it.
You say "as far as you know" the jacket is genuine..... so you're not sure? This doesn't make a difference however, the buyer should have checked the jacket out when it arrived rather than waiting 2 months.
Sorry, my fault. I added my query to an existing thread as they seemed similar. The buyer has e-mailed me to say she's returning the item but I haven't accepted or declined the return. I don't particularly mind if it comes back but I don't want to refund. Should I let the buyer send it back and then not refund or just decline the return immediately?