Case opened against me

[30ish]

I sold a lovely pair of black startright boots and listed them as a size 12. I have received a message from eBay telling me that a case has been opened against me because the boots are not a size 12, they are a size 13 according to the buyer. Without the boots in front of me, i can't dispute this - although I have just this week had my daughter measured and fitted with startright school shoes ready for the new school year and she is now a size 13. I'm sure the boots are a size 12. I have been told to give them a partial refund which is fine. I can't see how to issue a refund on PayPal without the buyers email address. I've messages the buyer, requesting their email address so that I can refund them but they haven't replied. What is the next step? I really think they are taking the proverbial but I'm willing to give them a refund - I just don't know how to give it to them.

You can refund via PayPal, if that's how she paid.

Just log in and look at payments received & there should be a button to click on.

you have been told to issue a partial refund or the buyer has asked for one? Ebay do not tell you to give partial refunds, but the buyer has opened a case asking for it I guess?

I would not refund a penny until the boots have been returned to you, and tell the buyer you will check your security markings before giving back the money.

Most sellers will not give a partial refund at all - like you say she could be lying and then she will get cheap boots.

Thank you for your replies. The buyer has asked for a partial refund. I remember checking the size of the boots and my daughters feet have definitely grown since last year. She won't return the boots because she doesn't want to pay p&p.

She won't return the boots because she doesn't want to pay P&P?!!

She's taking you for a ride love!

She won't return the boots because they are actually a perfect fit- but she's like a partial refund anyway.

Tell her to take a running jump

well I am sorry but I would say you won't refund a penny until she returns them, that is what most other sellers would say too. I feel she is trying it on really.

Thank you Phantom and Lily. I sent her a polite message saying that I would rather have the boots back (and burn them) than give her a partial refund for something she's unhappy with. She's sent me her mobile number asking me to message her or ring her. I will do neither of these things. Phantom is right - she is most certainly trying to take me for a.ride!! The worst thing is that we are talking about a few pounds here! We're quite new to the whole ebay thing and have been really lucky since we started a couple of months ago. This messing about over a couple of pounds really puts me off! Many thanks for your replies.

Hate to break it to you, but eBay will refund her and let her keep the goods if she pushes it.
Dont ask me why, or how its fair, but the fuckers will do it (has happened to me umpteen times). So dont get cocky yet. She can and probably will fuck you over.

I had this. I had a buyer offer me an amount for a buy it now for a pair of boots. I refused. She went on to bid on the boots and won them for more than she had offered to BIN. Then I got an email saying the boots were not the size I'd stated. I knew that I was right, but didn't want to fork out the £6 p&p for her to return them, then relist.

In the end she demanded a partial refund, saying she could sell them onto a friend who had bigger feet, but that they would not pay what she had - but the amount she had initially offered to BIN.

Felt I had no option but to give a partial refund. I am falling out of love with eBay :(

She may well get to Neg you & mark you down on DSRs. Have a look at your dashboard & see if it's healthy enough to take that hit.

tbh, if it was low value I would just refund her whatever she wanted & block her for future. Higher value I'd ask for a return & maybe pay for it too. Still block in all cases, of course!!