It's an eBay selling one...

[thebutterflydied]

I listed my sons Moncler coat (I failed at the first hurdle and should have taken it to a shop, anyway) with 10 pictures and then a starting bid at £80.

I then inspected it for sweets/crumbs etc and packed it up ready for when it sold.

The listing went and it sold for 112. The lady then messaged me for extra pics of the cuffs.
I replied thinking here we go, bet it's a time waster. I replied saying I've provided 10 and it's now packaged, if you don't want it let me know.

She said that's fine and she did and that she'd pay in the morning.

She did pay so I shipped with a courier tracked, signed for and insured because I know how careful you have to be.

2 days later she's just messaged saying she's just gotten round to inspecting it and the thread is coming away from the cuff and there are tiny holes on the cuff.

How do I handle this? Shall I just ask her to return it the way I sent it and then I'll refund her?

I checked the coat there were no holes.

Thanks if you managed to read it all :)

Depends how bothered you are about negative reviews. I would probably ask for it back, refund her and relist it. It’s a pain but happens to me from time to time and it is quite an expensive item.

I would ask it for it back, sounds like she is chancing her luck and hoping you’ll offer a discount.

I would ask for it back, I had this last year with a handbag, she asked for a discount in the end when I knew nothing was wrong with it, she returned it, I put it up for auction again and it sold for more to a very happy buyer
Some people are just chancers

I think I'll go down this route and ask for it back for a refund. I'm just worried she's then going to say she's posted it and it never turn up!

Ask her for photos. Thing is, if she raises a case and says it’s damaged, chances are eBay will side with her and you will have to refund. So I’d just take it back and block her from bidding on your stuff again. I had this with an unworn skirt: Perfect condition, tags, I wrapped it very carefully and sent it… Buyer claimed there was a mark on the back. I asked for a photograph of it, and the mark was huge. There is no doubt in my mind that she marked it herself in order to be able to return it – as I had stipulated no returns – I just accepted it back and blocked her. Sometimes you just have to take it on the chin. I washed the skirt, and sold it on but obviously didn’t get as much because it was now without the tag. It’s infuriating, but that’s the risk you take with eBay. Anything at the higher designer end I usually try and sell with a pre-loved site, such as Vestiaire collective. Obviously they take a cut, but I do find it’s often worth it for peace of mind.

Tell her she needs to get proof of posting.

It's a pity you didn't take photos of the cuffs though anyway, for just this eventuality. Even without sending them to her.

@Brefugee

It's a pity you didn't take photos of the cuffs though anyway, for just this eventuality. Even without sending them to her.

Yeah this

However she needs to provide her own photos, and then send it back with proof of postage

EBay

As I am sure that you know the buyer must open a "not as described case" in the eBay resolution centre. You then send a label to return through the case and refund her when she does so. The time limits have - I believe - been reduced. Please do not even consider doing a refund outside the system.

If the buyer does not know what to do then tell her to read the Money Back Guarantee which is on most pages

@thebutterflydied

Refund after safe return & block
Sounds like buyer's remorse for sure

See I wouldn't ask for pics coz I think she regrets that high price & the cuffs are probably fine right now. You don't want her creating holes that don't exist just so she can get her refund by providing pics of the damage.

I'd be ever so nice in messages & aim for very swift return.

If she claims that the cuff is damaged and can prove it with pictures then the OP will need to cover the return postage

It depends. Sometimes I feel that out is out, so I offer a discount that they are happy with, and I don’t have all the hassle of relisting, dealing with negative reviews and the like. Other times I take a different approach, and ask for the item to be returned instead.

I always use loads of photos in my listings and describe all flaws in as much detail as I can so it is annoying when people still complain. A used item, even if it is in great condition with no flaws, will never look brand new, which is what some buyers seem to expect. I have yet to come up with the perfect way to state this in my listings (not that all buyers even read the description).

And I agree with @Piffle11 advice. Ebay will side with the buyer in 99% of all cases, and having lost a case also impacts your seller rating in some ways. You can’t have too many Item not as described cases or your account will have restrictions.

Best to partially refund in most cases I find. EBay is a tough place for sellers, very little protection!

That's my concern is that she's going to damage to get a refund. How about this reply?

'Happy to refund upon safe return but please send recorded and signed for with insurance up to £100 and send proof - I will happily cover this upon safe return'

I'm not precious about my rating as I won't be selling anything again, it's always such a hassle!

Also agreed I should have taken close ups of the cuffs, I didn't because they were fine. I've even zoomed in on the pics provided of the cuffs and can't see anything. It's minute what ever she's referring to as I checked it all 🙄 I even sent a bag of haribo 😂 this is the thanks I get!

OP all your buyer needs to do is open a Not as described case and upload a picture of the cuff that she is not happy about. Ebay will send her the trackable return label- and charge you for it - and you will therefore cover postage upfront and refund upon receipt.

Your message does not hold any weight. The doesn't even need to enter into negotiations with you. Sorry.

@thebutterflydied

I'm not precious about my rating as I won't be selling anything again, it's always such a hassle!

I that case I'd tell her to get stuffed.

@MandalaYogaTapestry ah okay, I'll tell her to do this then. Thanks for the advise I really appreciate it

@TheSandman as tempting as it is! I'd worry then that eBay would just take the refund from my paypal and I'd never see the coat again

eBay can and will force you to pay for a returns label if she opens a 'not as described' case. If you refuse they will just let the buyer keep the item and have a refund.

eBay cases are run by robots they don't have humans reviewing cases and making decisions based on your messages.

Just ask her to return it and hopefully she will just pay for the return herself

This is a pain but I would ask her to return it with adequate insurance and that you will cover the cost for her. Unfortunately you will have to as PayPal will side with the buyer and you will end up with no coat and no money as they will refund her. I sell stuff on eBay and most people are fine, but I have had a couple of annoying buyers but it isn't worth the hassle and bad feedback so I just refunded no questions asked.

This is why I can't sell on Ebay. Awful for genuine sellers.

If your not bothered about feedback just ignore!