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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Do I need to refund this?

19 replies

MrsPixieMoo · 24/04/2014 09:09

I sold a new, without tags but never worn, dress on EBay and stated the size. It was bought at the BIN price, not at auction, and I sent it recorded delivery.

The buyer has contacted me to say it doesn't fit and she wants to return it as it is 'far too big for her'. It's not.- to me- notable too big for the size. I'm selling as I bought it last year for a wedding, became pregnant so wore something else and am now pregnant again so didn't want it to sit unworn for eons.

However, the buyer also says it is 'considerably marked' on the collar area. My eBay photos don't show any marks, because as it is unworn, it isn't marked. I feel quite irritated by her comment (possibly my pregnancy hormones) and wanted to ask some more experience eBayers for their views. Advice welcome.

OP posts:

flagnogbagnog · 24/04/2014 09:38

I think you should offer to refund once dress is returned in its original condition. But will not refund postage costs. I think this is what eBay will expect you to do.

Personally, if I ordered an item of clothing on eBay and it didn't fit, I'd probably just relist it myself. It is of course a risk you take when bidding on clothing.

LavenderGreen14 · 24/04/2014 10:44

yes you will need to refund in full - buyer needs to return at their expense, but you can't keep the postage costs back. You give them all of their payment back including postage.

Original poster

MrsPixieMoo · 24/04/2014 16:30

Thanks for your advice. I'm miffed she's saying it's marked when I know it wasn't and am worried it will come back marked.

OP posts:

LavenderGreen14 · 24/04/2014 16:33

are you sure the tape hasn't marked it? If that is the case you can't really claim for that damage from a courier.

Original poster

MrsPixieMoo · 24/04/2014 19:56

Thanks Lavender. She said it is 'marked around the neck' I think the implication being it had been worn and had a dirty collar. It was packed in tissue paper, then in a box which was taped on outside, so hard to see how it could be marked by the packaging. I've asked her to return in original condition, and still have photos I took for eBay which don't show any marks.

OP posts:

pissedglitter · 24/04/2014 20:01

Was it an occasion type dress?
Has she had it long enough to maybe wear it to an occasion then want her money back?

Just ask her to return it then refund her cash

Original poster

MrsPixieMoo · 25/04/2014 06:42

It's an occasion type dress. Yes she could have worn and then be sending back. Hadn't thought of that.

OP posts:

tigermoth · 25/04/2014 06:56

Ask her to email you pictures of the marks around the collar. Say you took lots of pics of the dress before listing it and they are stored on your computer so it would be good to see what you apparently missed. If she is pulling a fast one it will give her pause for thought if nothing else.

If the size is stated on the label and this is shown in the listing pictures you have more rights in refusing a refund or size. If there is no size stated on the label or you did not show the size label in the pictures then you will have to accept a return - the buyer is always right if the garment doesn't fit even if the seller accurately states the size on their listing or has added accurate measurements of the fabric in the description (I have queried this in the past with ebay).

Rather than accepting a return you can offer her a partial refund to cover the cost of a dry clean and offer to send her the pictures of the dress to help her relist the dress easily.

But you may decide it is not worth the bother and not want to risk the buyer leaving you negative feedback and low detailed seller ratings.

Original poster

MrsPixieMoo · 25/04/2014 08:49

Tigermoth, thanks for your advice re getting her to take pics. The size and size label were on the listing but it's interesting to have Ebay's take on this, thank you.

OP posts:

LavenderGreen14 · 25/04/2014 09:54

the trouble is she could have worn it to an event and now no longer need it - and she may willfully damage it to get her refund. Ask her to return in the condition in which it was sent for a refund

(and check her name on Facebook - see if her profile pic is her wearing it to a glittering event last weekend).

nickstmoritz · 25/04/2014 10:55

I had an item returned to me which had armpit B.O after sending it freshly washed and ironed. There are cheeky people around so she could be using then returning. However even with that I just refunded through gritted teeth as I don't know how easy it is to argue & win this and I didn't want that person trashing my feedback. You would have a better chance with a BNWT dress though esp with your pics. Plus you have more to lose if she has worn it and made it dirty - now you cannot re list as BN.

If you are 100% sure there were no marks on the collar (did it get some make up on when you tried it on?) then follow up first before just refunding. I only mention about being sure because I have missed things before when listing - it can happen. I usually spot when packing though and sort out then.

Tigers idea about asking for the pics of the collar to compare with "lots more photos you have at home of the dress" is a possible plan and also say you have been in contact with ebay and they have agreed to "look carefully at the transaction and any feedback exchanged". I said this once to a buyer who wanted to return a dress after a month and never heard from them again (it was also an occasion type dress). I had spoken to ebay & they did say this so it's a reasonable thing to say.
btw I am ok with refunds if I think the reason is fair & the buyer doesn't mind paying for the return. Plus almost everyone I have sold to has been perfectly nice but there are bad apples.
Good luck! Hope you sort it.

Original poster

MrsPixieMoo · 25/04/2014 18:33

Thank you, thank you. I've taken your advice, said I've more pics to compare it to, asked for pics of marks and asked for it back in the clean condition I sent it. She declined to send pics saying it was already in the post to me.

I'm as sure as I can be that it wasn't marked. I took off the tags after buying it, put it in the wardrobe in a cover bag and then was too pregnant to wear it for the event it was bought for. Took it out of the cover for photos before listing and it looked pristine.

Really appreciate your help ladies. It means a lot.

OP posts:

tigermoth · 26/04/2014 06:11

Hope it works out ok for you and you can sell on the dress. At least its in good time for the wedding season. It was a bit cheeky of the buyer to post it back before waiting for you to say yes to a return!

Gingefringe · 26/04/2014 10:49

I think that if you sold it at Buy it Now rather than at auction you are unfortunately obliged to refund as Distance Selling Regulations apply to BIN sales (i.e. you have an even less chance of winning a case if you sold on BIN)
I have found that there are some cheeky beggars out there at the moment. As others have said on the thread, she's probably worn it herself.

nickstmoritz · 26/04/2014 11:35

If you get it back and think it is not in the condition you sent it in report her to ebay (there is an option to report buyer on feedback page). Contact ebay customer service and explain buyer has sent back used & before you confirmed. If you have pics to prove you could win case.

Ebay can sometimes give the buyer a refund without you paying it - a "no fault" refund.

tigermoth · 26/04/2014 12:29

yes, that's true - it's happened to me a couple of times over the years. A buyer has complained/opened a case against me, I have put my side of the argument and ebay has supported me. In each case, Ebay refunded the buyer but let me keep the buyers payment as well so I was not out of pocket.

I think distance selling regulations for BIN items only apply if you are a business seller. If you are a private seller AFAIK there are no distance selling regulations in force.

LavenderGreen14 · 26/04/2014 13:33

but there are still eBay rules which means buyers can return if not as described.

Original poster

MrsPixieMoo · 26/04/2014 14:47

Ladies thank you for all your advice. The buyer has gone quiet, so I will wait for the parcel update then.

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Original poster

MrsPixieMoo · 29/04/2014 21:12

Heard from buyer today as dress hadn't arrived and she said sorry for not sending back yet - despite previously saying it was in the post- and that she'd posted today. Will update condition and am feeling much more sure she's worn it.

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