Buyer not happy

[HexBramble]

I've just been messages from a buyer to say that the cardigan I sold them is slightly more faded in colour than the picture suggested.

I sold a mini boden cardigan, as used, and if I'm honest, I truly think that the pic was accurate. They paid £3.20.

Please advise me on what to do next - I don't want to leave them unhappy with their purchase so I want to give a reasonable response.

You offer a full refund on return. That's it.

They will either send it back and you will refund. Or they won't bother.

Paypal will always be on the side of the buyer, (IMHO) so perhaps you could offer a £1 refund as a goodwil gesture?

Thanks both.
I'll offer both as an option for the buyer.

Namechange - who is responsible for paying for the return postage?

Thank you.

You can suggest they pay but again if they complain to paypal you'll probably have to pay!

The Ebay official rules is that buyer is responsible for return postage.

They have to pay to return

But they could be miffed at that and leave a negative. I've returned 3 things this week and if I don't get all my money back I'm going to leave negatives as one item had a hole and a rip, a plate was broken because it wasn't packaged correctly, and a picture had a massive rip in it and it was then framed on top of the rip

If you didn't describe it as faded then to save hassle I'd refund the return postage too. On the rare occasions I've had items returned to me I've asked the buyer to return it by the same method I posted it to them and then once it was back refunded the full amount and made a separate paypal payment for the postage.

I'm no expert and would welcome advice on this because I've then messaged them asked them to cancel the transaction so that my fees are not charged. Is this the right thing to do? So far my buyers have done it willingly and I've wondered if this was because I gave them no grief about returning.

milly that sounds perfect to me. You are right to cancel after refund so you get fees back and because you have willingly refunded plus return P&P sounds like the buyers were happy to agree to cancel.

Hex do what Milly does and it should be smooth. It's not worth quibbling and risking a neg or low stars. Everyones idea of used is different which can make it tricky.

Hi everyone.
I really appreciate all your advice on this. I don't tend to sell that much but would hate to have that revoked on a few bad calls. I should have been more explicit in my description and not left it to the picture - we all perceive colour differently I suppose.

The good news is that the buyer is telly happy with a partial refund so I'll begin that immediately. Can that be done on an iPhone? Help!