Buyer says item is wrong size.

[Kerfuffled]

I've sold an item on eBay and the buyer has opened a case against me saying it's a different size to what was listed. I think I panicked a bit as it's the first time this has happened so I told her to return it and I would refund her. However now I've had time to think I'm convinced it is the size I stated. If she sends it back and the size isn't wrong what can I do? I didn't take any photos of the size label but I have learned my lesson now!

I'd be surprised if she returns it and actually it turns out to be the right size after all. Sellers can make mistakes when listing multiple items, but a buyer won't mistake a size label on a single garment right in front of them. It makes me wonder if she is trying it on. Please don't refund her without receiving the item back, as that's how buyers try to scam sellers: the item is fine and they get a refund and to keep the item. If she goes to the trouble to return it and pay return postage yet the size is right, I'd personally refund her minus my Ebay fees and re-list it. BTW I'm a power seller.

all you can do is refund her when she returns it.

and you are not allowed to refund minus fees! - she is entitled to a full refund after return - and then you can send a cancellation request to get your fees back.

I know business sellers can't minus listing fees from refunds but I thought that wasn't the case for private sellers? I've seen lots of private listings specifying different returns policies to those required by law for businesses. Sorry if I'm wrong, OP. As a power seller, I have to just refund and pretend to be cheerful if they give crap reasons!

no - a seller can't keep some of the money back. Just because a seller states some made up policy on their listing doesn't make it right.

I've received these back. The size label states euro size 38 and US size 8. Size 38 is normally a 10 but in H&M where the item is from it's a 12 and it states this on their website too. There was also a label on stating UK size 12 but I can't find it now and as I was silly enough not to take a photo I can't prove it. I'm prepared to offer a refund but do I should I refund her return postage? I know I don't have to but if I'd made an error I would feel I should however I don't think I've done anything wrong. And what happens about feedback? Any advice gratefully accepted.

you can give her extra for the postage if you want - it will have to be as a gift payment though - you can only refund what she paid you, you can't add extra to the refund.

She can still neg if she wants to.

You need to send a cancellation request too to get your fees back.