just noticed a couple of stains on item I'm about to post - what should I offer buyer?

[maxmissie]

Have just noticed two small and fairly light stains on the inside of an item of clothing i'm about to post. I listed it as having no stains or marks! didn't see these when was listing it. Need to tell buyer but don't know what to offer in terms of a refund, should I:

• offer her a partial refund of the price she paid and the postage
• offer full refund on what she paid and expect her to pay postage
• offer a complete refund.

The item is otherwise as described and in a very good condition.

Have no idea what to offer her as this hasn't happened to me before, am normally so careful!

Thanks.

If it was me, I would expect the offer of a complete refund. No reason I should pay the postage for an item that was incorrectly listed. Sorry - probably not what you wanted to hear.

I'd offer a hefty apology and a full refund. Possibly even the garments for free if not that expensive. Seriously you've only reached the price you have been offered because of the description, if you'd put them as stained you may have had no offers.

TBH I'd probably try one more wash with a soak and stain remover to see if I could shift them.

Then (if not) email to explain, attach photo of marks and offer to either (a) cancel the transaction and refund all her money if she's not happy to go ahead, or (b) refund [some fairly high percentage] of the purchase price if she wants to continue with the purchase.

Thanks for the replies. Am happy to offer full refund and also send it to her for free if she stills want it, just wanted to see what the usual thing to do was as not had to do it before! Will be even more closely checking things now before listing them.

I always list things as "No apparent stains or marks", or another slightly get-out-option language, because it's so easy to miss something small and very light.
Usually I would try to shift stain, then if didn't shift, I'd email buyer & explain problem, maybe with a photo & offer a small (1/3 off?) rebate but still send it or else don't send but fully refund with apologies.

Sending it for free with refund sounds overly generous, just imho.

How much did you sell it for?

If it is not as described, you have to consider the sale as void, and ask her if she wants to make an offer for it in the current state.

If they are on the inside, I would send it anyway. The buyer might not mind.

Body, do you not think the buyer is entitled to know, before it is sent?

Having just received a stained and pulled item (that was not listed as having any imperfections) I would contact the buyer in advance and ask them if they want a refund - I am very disappointed and would have appreciated not being sent a dress I am probably not going to be able to use. Mistakes happen and I would own up now it will save you some bad feedback hopefully.

I agree email buyer first, explain and refund in full. You can always send it anyway, and then if they are happy they could pay some towards it.

Thanks again. I have fully refunded her and am also going to send it to her for free. Tbh she only paid £4.50 included postage so not the end of the world and if it didn't sell I would just have given it to charity shop anyway!