Have I done the right thing?

[tutu100]

I sold a pushchair on ebay and feel I described it fairly. The buyer has now received it and says that it is only fit for the bin. I have been selling on ebay for years and have 100% feedback so would obviously like to keep that.

I have replied to the buyer apologising for them not being happy with the item, but that I have felt I described it fairly and asking them how they would like to resolve the issue. Does this seem ok?

Feel really nervy as have never had a complaint from a buyer before.

You could ask them to return the pushchair and you will refund them on the understanding that the puchchair is returned to you in the same state that you sent it. I don't suppose p&p was cheap though so you might have to agree to that as well.

Unfortunately some people use this ploy to upgrade their goods and could return an identical item but not in such good condition. however, with most auctions having pictures these days it is not so easy for naff goods to be returned.

I think they may feel they have paid too much for it (it went for more than I thought it would). Not sure whether to ask them if they would be happy with a partial refund as I'm not sure how the return postage would work. I sent it to them with the deal Royal Mail offer through ebay, but presumably they won't have access to that offer.

I can't do anymore atm though can I? I guess the balls in their court I'll have to see what they reply with.

If they paid too much for it, that's their look out.

As has been suggested, ask them to return and you will refund.

I guess the thing I'm thinking is that if they send it back although I will have the item back and will try to resell it I will be down the postage which will be quite a large amount. Thats why I'm wondering if it might be better to offer a partial refund as hopefully it would mean I would reduce the amount of money I'll lose.

I knew I should have just done collection only .

Compare the cost of the postage (both ways)with how much you were prepared to refund and go for whichever is less. So if postage costs are more than you are willing to refund, then offer a partial refund. If the partial refund is more than the shipping costs, ask them to return the pushchair stating how much postage you are prepared to pay to have it returned.

As TLD says, they are the ones bidding so they shouldn't bid more than they are prepared to pay.

If you described it fairly, took photos that showed it, etc, then you aren't obliged to refund their postage. You can offer that they can return it for a refund if you like, but you only have to refund the purchase price - not your p&p, or their return p&p costs.

Otherwise you will lose out, and why should you, when they bought an item that was as described?

And you don't have to offer a return at all.