Do I have to give a refund?

[jalapenobusiness]

Ive sold clothes on ebay for two years now - not one complaint. 100% positive feedback so no experience of this and don't know what my rights are.

Received quite a rude message saying the item they bought was damaged (i am certain it isn't) - do I have to give a refund?

Yes, but you may find once you apologise and offer a refund on return of said item, that they fuck off.

Yes. They are angling for a discount or to keep the item for free. Don't give them either.

If you choose to refund their return postage costs (I don't think this is compulsory, but I've always done it just in case buyer is genuine), look up the cheapest tracked method - 2nd class recorded I think - and state you will give refund and pay return postage costs up to that value, once you get the item back.

After a pretty narky email I sent a full apology and said id refund - but it annoys me because a/ she couldn't spell and b/ there's no way what she's saying is true and c/ she was rude!
But hey ho! Never had this trouble before.

Could try asking for photos of damage and telling them it's do you can compare them to the pictures you took before sending it. It sometimes makes people back down because they'd have to ruin something perfectly good that they want to keep, just to get some money back.

Ah! Wish id read that beige offering full refund. That's a brilliant idea.

and never refund until the item has been returned, in the condition in which it was sent - and once you have checked your security markings you will of course refund.

I had this once. Someone said the skirt I'd sent had a rip (it didn't as I check everything as I'm packing). I told them to return it and I'd refund them, which they did. The cheeky cow had completely ripped it down the front so I couldn't even relist. I was so angry, but there's not much you can do to prove they did it. She only paid £3.50 for it too, tight arse.

Some people!!!

Smitten - Split the skirt trying it on? then sent it back to you! I had a top sent back once after a couple of weeks that smelled of BO after being sent clean & ironed. You just get the odd tw*t. Refund and block.

Jalapeno - it can be worth asking for further proof etc but for an item of low value it's not worth risking them dinging your stars (or worse giving you a defect from a neg/neut) out of pique. Refund and block.

This is one of my fears on eBay as a seller, although I would only offer a refund if they sent the item back to me - using a tracked delivery service. Although you have to refund their original postage charge, THEY pay return postage and can't claim that back from you.

Although I've always wondered how you'd prove if they had damaged it, like Smitten experienced. Ebay always seem to side with the buyer, regardless. :(

I have to say, though, I bought a pair of shorts once (listed as 'used but in excellent condition'). When they arrived they had clearly been worn... and it seemed like the seller wasn't fond of underwear due to the skidmarks stains on them. I contacted her and she asked me to send them back for a refund, but in the end I thought it wasn't worth it for a fiver, and threw them (hands gloved) in the bin without getting back to her. So not all buyers are at it, but many are.

it is always worth opening a case - ebay will often give a prepaid label for a tracked return or a no fault refund.

And buyers may not be able to claim back return costs, but they can neg and trash your stars which can cause you to lose your account.