Buyer not happy, want to return the item, what now?

[america]

i have bought lots of stuff on ebay but never sold anything before. Just sold DHs old branded clothes and the buyer came back saying that he is not happy with quality and the colour is not as described and that he wants to return the items and get a refund. am quite pissed off as thought to have described item as in good used condition and colour as "blue", not purple or dark blue or anything else. Guess i have to accept him returning the items but do i only refund the price paid, not the postage? TiA for your views.

You don't have to accept returns if you didn't misdescribe - it does depend if your feedback is important to you.

I wouldn't refund postage - and be aware even if you did all that they could still leave you negative feedback.

So you could be out of pocket and with negative feedback.

a refund has to be the full amount paid ie price plus p&p.

If he takes this to dispute and paypal go with him he will have to return at his own expense and a full refund will be issued when you receive them back.

If you are convinced your description was good - remember paypal will look at your listing and judge whether enough info was given to the buyer - then reply back to him simply saying that you feel the items are in the condition you described and are therefor unable to accept the return.

If you want the easy option then tell him to return them in the condition he received them and you will issue a refund upon receipt. If he asks for the return postage tell him that on this occasion, as the items were as described and you are only accepting them back as a gesture of good will you are unable to offer the return costs. - again, if he goes through paypal he will not get the return postage refunded.

Make your decision on how much you need good feedback and how much messaging you are prepared to do.

A lot of buyers try it on and complain in the hope you will offer them a partial refund partial. I agree with others - if you are happy that the clothes are as described and that there are no defects that you did not mention, then I would tell him to shove it (politely as possible obviously). If your feedback is important to you, then you could always offer him a partial refund and see if he accepts it but when doing so, make sure that you do not accept liability and that you making a gesture of goodwill only because you are such a nice person and do not want your customers to be unhappy etc.

Without seeing the clothes, then obviously we cannot really judge.

Also if you allow him to return the goods make sure he sends them recorded so he has proof and you have proof he has sent them back for paypal refund.

Hope you get this sorted.

I sell a fair few things on Ebay and tend to say I will give a full refund when I receive the item back (excluding the returns costs, which is the same as they would get through winning a paypal dispute anyway.) I tend to find people don't bother after that, they're just trying it on for a partial.

In fact, since I put it officially in my listings as a returns policy I haven't had a single request.

I'm not a trader BTW, I just have a lot of crap

Thanks, I agreed to refund once received the returned item. Hope that this doesn't affect my feedback.