eBay problem - advice? - YouLookFab Forum

I know many of you are seasoned eBayers, and I have a problem I'm hoping you can help me figure out.

I sold an item a few weeks ago with the same terms under which I sell everything -- buyer pays calculated shipping, buyer pays via Paypal, etc. One of the terms is that returns and refunds are not offered. I am completely honest and thorough with descriptions, and it is always plain that what the buyer sees is what they get. I offer measurements and details, and I answer questions when asked.

Well, the buyer received the garment - a skirt - and then wrote me to say it didn't fit and they wanted to return it for a refund. I explained that the terms of the listing were "no returns" and that I'm just an individual cleaning out my closet, not a retailer. I apologized and suggested that perhaps they could resell the skirt.

Today, weeks later, a package arrives, and it's the skirt. They returned it to me with a note to issue a refund. I am so steamed right now. I know I am under no obligation to issue a refund, but I really don't appreciate being put in the situation they have put me in.

Any suggestions?

12 years ago

DeclawedJaguar

Veteran

Janet, this is very annoying indeed! From glancing at the Ebay seller protection policy page, I believe you have the full right to not only refuse to issue a refund, but also to report the buyer to Ebay for violating Ebay policy. I think the person is being extremely unreasonable and should be dealt with accordingly.

Janet

(website)

Thanks, DJ! I wrote the buyer a note explaining this, and then went to the eBay problem resolution center to do just that.

I really don't want to be ugly about it, but it makes me very angry when someone tries to take advantage of me.

I don't think you're being ugly at all. Some people just need to be reminded of the boundaries and rules. Hoping for smoother Ebaying in the future for you!

Laura (rhubarbgirl)

How bizarre! I suppose they were hoping that if they sent it back, you'd feel obliged to give them a refund, even though you'd said you wouldn't. I agree with DJ, report them to ebay and send one final note that restates your original policy and that you won't be sending them a refund. (Side note: this is one of the consequences of ebay becoming more of a marketplace for small business rather than the individuals that used it to sell in the beginning; buyers expect shipping options and tracking numbers and super-quick processing and the ability to return and all that jazz that individuals can't/don't want to handle. But you had your 'no returns, no refunds' policy on the original listing - it's not your fault they can't read!)

I suppose now you can relist it....although that would make me feel a little sketchy for some reason I can't articulate well.

Caro in Oz

I'd check with eBay &/or PayPal - tell them what has happened & go from there.

Thanks, everyone!

Now that I've sent a message to the buyer and sent a report to eBay, I feel better. I suppose eBay will advise me if there is something else I should do. I wouldn't feel right relisting the item on eBay, but I might take it to the consignment shop. For now, I'm just letting it sit in my office.

Stuff like this has the potential to sour me to eBay. Although on the same day, I got a message from someone who bought some color sample books from me (left over from my graphic designer days) and he was just thrilled, saying they were in better shape than he ever expected.

Such is life!

Mochi

You have everything documented, so I don't see why you can't show that this person is completely at fault. Good that you're reporting them.

I got this reply from the buyer this morning:

"I appreciate your comments, and we are also not in the business of just buying and returning items. The skirt is lovely but just did not fit. A refund would be greatly appreciated, and we thank you for your consideration."

I am shaking my head. It seems they just do not get it. As polite as the tone is, it's still boggling my mind. It's like they're saying "yeah, we know you don't take returns, but we're returning it anyway."

Here's what I've drafted so far as a response.

"The original listing for the item stated clearly that returns and refunds were not offered. If you had any questions about the fit of the item, you could have written me for complete measurements or further fit advice. According to eBay policy, I am under no obligation to issue a refund. When you inquired about returning the skirt, I explained the original terms of the sale and repeated that I do not offer returns or refunds. This is very common eBay seller policy, and if a buyer has any doubts about the fit of an item, they should check the seller's policy carefully to make sure the item is returnable.

By returning the skirt after ignoring my "no returns" policy and also receiving my repeated explanation that I do not accept returns, you are essentially trying to force me into issuing a refund. According to eBay seller protection policy, I am now entitled to file a report."

I'm not sure what else to say. I did file a report with eBay, but I'm not sure what eBay does with it.

I briefly debated whether to try to make some sort of concession. It would cost a few dollars to send the skirt back to them, and at this point, I don't want to do that. And I will not issue a refund -- it's like caving to a bully.

I guess I don't need to do anything else. If the buyer gives me negative feedback, then they are in very clear violation of eBay policy, because that is one of the things eBay specifically mentions in their seller protection rules.

What a PITA.

This whole thing is kind of like someone trying to return a "final sale only" item to a store, even though it's marked "final sale only." The clerk tells them they cannot take the return, and the customer leaves the item on the counter, thinking the store owes them something.

elpgal

Janet, don't drag it out. You have made your point and reported them to Ebay. No need to engage any further with them. It is a waste of mental and emotional resources.

rebekahphoto

what a pain! some buyers can be so annoying...Since you have done everything by the rules, seems like ebay should rule in your favor. I have been selling stuff for a few years, and every once in a while, a PITA buyer has something to complain about, for no reason. It has made me a little leary of International sales, I just sent a package to London for $50+ & hopefully there are no issues, as I really dont want to have to eat that cost in the case of a return request. guess thats just the risk...

I have found that Ebay/paypal has tried hard to make the rules beneficial to the buyer, so even though I say No returns, if a shoe doesn't fit, paypal will issue a refund. So now I figure, if someone really wants to make a fuss about a return, Ill do it just to get them out of my hair. Although I still feel upset and irritated that they are trying to get the best of me! hah. I have to remind myself sales are just to clean out the closet, & make a few extra bucks....

ironkurtin

I agree with elpgal. If you send anything, it should be, "I have escalated this matter to eBay and PayPal support. I look forward to a swift resolution."

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