Buyer is saying the shoes are the wrong size.

[ILoveWooly]

I sold a pair of size 5 BNWT pumps last week. I have just received a message from the buyer saying she 'tried them on and they are a bit tight and now she realises why, they are a size 4.'

They are most definitely a size 5... I sold them because they are too big for me and I am a size 5. The size is not clear on the picture I took as the insole area is a shiny gold so reflective.

What should I do, I am about to reply.

well if she opens a case she may win - so prob best to tell her to return for a refund.

I thought that. Do I need to pay her return postage and refund her the original postage too?

Thank you.

No, I don't think you need to pay any postage. Only if they're not as described (but if they're a size 5 as stated on the listing you're ok).

I'd be wary that they'd bought a 4, found that too small. Decided to buy a 5 off you then claim it was a 4!
I'd be saying that a photo you have that was not put on the listing clearly shows it's a 5. See if they get back to you after that.
Only if your 100% sure it was a 5 though.

I am 100% sure they are a 5. I really liked them but they are too big and a bit 'hard' if that makes sense.

I will message back saying about the picture and see from there. Thanks.

no you won't be forced to give return postage but if ebay find in her favour you refund all her money including the original postage.

Tell her to return in the state in which they were sent, and once you have checked your security marks you will refund.

Thanks again. I am assuming my 'security marks' don't need to exist?

nope - but buyer doesn't know that ;)

I've used the "security marks" line before.