Buyer wants to return an item sold as perfect, now broken.

[queenofthebucket]

I sold a pair of boots in early December in 'new without box' condition only been tried on indoors. No returns.

The buyer contacted me today saying she went to put them on today and the zip is broken.

I know the boots were in perfect condition when I sent them.
I don't want to refund and am not concerned about bad feedback.

Any ideas what I should do or what the protocol is in this situation ?

[Floralnomad]

Id ask them to send photos of the broken zip and the bottoms of the boots in the first instance so that you can compare them with your photos ( irrespective of whether you actually have any ) as if someone is pulling a fast one this is often sufficient to put them off .

[Ilovecaindingle]

Sounds like she has large calves and broke it? Tell her sorry but they were perfect when you sent them off. . Have you checked her customer rating?

[queenofthebucket]

Flora Thats a good idea about the photos. My photos of the soles show they are clearly new.

Ilovecaindingle that is exactly what I thought ! as my legs are slim. But I can't prove she had a cinderella moment.

Also who buys a pair of shoes and doesn't try them on for a month?

[19lottie82]

Unfortunately none of the points above will make any difference.

If she opens a return request based saying they are faulty, then you will have no choice but to refund upon return (and purchase a returns label). If you don't then eBay will force a return anyway and take the money from your PayPal account.

It sucks I know, but unfortunately that's how ebay works (always side with the buyer) and there's nothing you can do about it.

[19lottie82]

PS sorry just saw the purchase was "early December". The buyer has 30 days from the latest date of the delivery estimate to open a case, after that you're free to decline it and eBay won't get involved to force a refund.

When was the latest delivery estimate (check your sales record), and had the buyer opens an official return request yet?

[queenofthebucket]

Ok sorry folks - I have just reread her message: it says she had not worn it before as it was not cold (true) and today tried to wear it and "cannot zip it at all" Its possible English is not her first language.
So I'm not sure if she means it doesn't fit her, if so then not a problem I can take it back so long as it hasn't been worn, or if it is broken.

15th Dec was latest delivery date so 21 days ago
Her rating is good.

[ImaLannister]

Nothing. You don't have to do anything if the date you sold them is 30+ days or more ago. After 30 days the deal is done.

[ImaLannister]

Oh bugger just seen it was 21 days ago. Has she already left you feedback?

[monkeyfacegrace]

Nope it isn't, paypal give 90 days now.

The amount of false information given is ridiculous.

Basically, as a seller you're fucked. If she opens a case, you'll lose, they will refund out of your PayPal.

Sorry to be the bearer of bad news.

[monkeyfacegrace]

Sorry, it's 180 days now. 6 months.

That's why I won't use evil Bay anymore. If I sold a phone or similar then 5 months later they open a case- not a leg to stand on.

It's ridiculous.

[JustSpeakSense]

Unfortunately eBay will find in favour of the buyer, really sorry that's the way it works.

I would play nice and try to avoid negative feedback, because you are going to have to refund anyway.

This is one of the reasons I don't sell on eBay anymore it's just too risky.

Make sure you get the boots returned.

[ems137]

This is the massive down side to eBay! It's really put me off selling stuff on there.

Unfortunately it's highly likely they'll side with the buyer and PayPal will automatically give her the money.

I sold a computer part for £140, packaged it perfectly and bought special antistatic packing materials. The buyer told eBay it arrived and didn't work, he sent it back and it worked on my computer just fine. They still refunded the money plus return postage from Ireland!

[19lottie82]

Yes PAYPAL give 180 but tbh most buyers who have a problem don't realise they can open a case that way and stick to eBay which is 30 days over the latest delivery estimate, after that you can still open a return request but it's for communication purposes only - eBay won't force a refund.

And I may be wrong,but I think once you've involved eBay, you can't open a PayPal case.

[GeminiRising]

And I may be wrong,but I think once you've involved eBay, you can't open a PayPal case.

Not correct. Had a buyer do it to me once. They lost their case though.

eBay don't always find in favour of the buyer. I've won two cases in the last year where the buyer has claimed I've sent something not as described. I take photos of everything, including size labels.

Get her to take photos of the zip and the soles of the boots. If unworn and not broken (ie just don't fit) then accept the return but tell her she has to pay the postage.