topic Re: Buyer wants refund after 6 weeks - Positive feedback already left in Selling

Buyer wants refund after 6 weeks - Positive feedback already left

pharoot — Wed, 13 Jan 2016 14:33:56 GMT

Buyer purchased a pair of sandals 22 Nov 15. They would have been received by the buyer around 2-3 Dec 15. Buyer left positive feedback around two week later (mid Dec15). I list with a no refund policy.

I have just received a email from the buyer stating that 'the shoes broke when they were tried on and they can see a dodgy glue job on them. They are requesting their money back before they go to ebay about it'.

The sandals were listed as 'New" as they had never been worn. They were in perfect condition when they left me. There was no dodgy glue anywhere (perhaps they think I glued them?). From the photo they sent, it looks like both sandals (not one sandal, BOTH) have the strap pulled out from where the inside ball of the foot would be. Just like what would happen if your foot was too wide for the sandal. Perhaps the buyer's feet were too big for the shoes and after dancing the night away, blew them out. Now wants their money back. The straps wouldn't break/pull out just from trying them on, they would have to be worn around a bit.

Not sure how to handle this.....I assumed by leaving positve feedback, the sandals fit (would you not try them on fairly promptly) and the buyer was happy with the purchase. Transaction over.

My gut instinct is to politely decline to refund. But ebay may force me. If I ask the buyer to send the shoes back, do I have to pay for postage?? I mean, they weren't "not as described" They haven't lodge any request with ebay at the moment. I don't know if they still can after this time frame. I haven't responded to their email as yet (I've been too shocked) So, I had better do so soon.

Any thoughts/advise would be apprieciated.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

amber-eyed-girl — Wed, 13 Jan 2016 15:05:34 GMT

eBay money back guarantee is 30 days after the estimated delivery date. Paypal is 180 days for a claim.

How new, in terms of original purchase, were the sandals? Sometimes glue can dry out in storage. Then the straps could have pulled loose quite quickly...even if not gigantic feet. It is possible. If the buyer hasn't opened a claim, my suggestion is that they could show them to a shoe repairer to get an opinion on the cost of a fix. Then you might (if it is reasonable) chip in for the repair. If the straps aren't actually broken it might not cost much at all to reglue.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

pharoot — Wed, 13 Jan 2016 15:25:22 GMT

Thank you amber -eyed-girl. Fair point, well made.

I would have purchased these not more than 12 months ago. But, I wouldn't know how long the store had them before I bought them. The reference to "blowing out" was based on personal experience, with cheap and expensive shoes. Annoying, but it happens. As you suggested, I just get them fixed.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

*tippy*toes* — Thu, 14 Jan 2016 00:43:49 GMT

Technically, if they came out of the parcel as you sent them, i.e intact, then they were as described. It's not your problem that something happened to them after delivery. I think you stand a good chance of winning a not as described dispute if she opens one. She admitted in a message that they were intact when they arrived.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

amber-eyed-girl — Thu, 14 Jan 2016 02:19:00 GMT

"The shoes broke when they were tried on"

that is what the buyer would be saying in a claim, I think. As in not usable as shoes. Tricky one.

It comes down to, for me, customer service if a fix is cheap, I'd do the fix.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

phorum_junkie* — Thu, 14 Jan 2016 04:04:07 GMT

I find it hard to believe that the buyer left you feedback without trying them on so why, if they broke then, would they not have made a claim straight away? I would have found it much more believable if they had said they fell to bits after only being worn a few times. If they are too late for an ebay claim they can only try it on with Paypal and to get a refund through them, even if they won which is doubtful if you handled it right, they will have to return the shoes at their own expense by fully trackable post so unless they were expensive shoes they probably won't bother taking it any further and they can't downgrade the feedback so I guess it comes down to if you believe them or not, if you do refund, if you don't then don't.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

pharoot — Thu, 14 Jan 2016 04:39:14 GMT

UPDATE:

I have contacted the buyer and offered a full refund, if they would like to return the shoes. The buyer has asked for my address, which I have email to them. I am assuming they have accepted this offer.

No mention as yet as to who is to pay for the return postage. Should the question arise, I think I’ll decline to pay for the return postage.

I am inclined to agree with’ tippy*toes’ that the shoes were ‘as described’ when received by the buyer. They left positive FB and I haven’t received a warning from ebay to say the DSR for my description on this item, had been rated low (I don’t have any stars yet).

I liken it to, say, buying a pair of ‘New” pants from ebay. You try them on, they look good, they fit, you are happy with them and leave good feedback. A month later you actually wear them out. You sit down and the back seam splits. Is it the fault of the seller for selling an item with dodgy stitching? Is it the fault of the buyer, who thought they might stretch a bit with wear?

My question now..... can the buyer still lodge a Paypal dispute? (I think ebay’s has expired) A dispute has not been lodged with either ebay or Paypal as yet. I intend to just do a ‘refund of payment’ in Paypal, once I receive the shoes back. Is the matter closed once I do the refund. Can they lodge a dispute at a later date to claim the return postage if I decline to pay?

Re: Buyer wants refund after 6 weeks - Positive feedback already left

amber-eyed-girl — Thu, 14 Jan 2016 05:14:31 GMT

Paypal claims are a separate matter from eBay. The buyer can start a Paypal claim up to 180 days.

If the buyer has opted into Paypal's offer of free returns, they get the return shipping back from Paypal...won't cost the buyer a cent. If they return through a Paypal claim.

If you refund the original payment once you get them back, with no claim, the buyer will have to "foot" the return shipping if they agree to return to you and you refuse to pay it. Keep all emails saying who agreed to what.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

amber-eyed-girl — Thu, 14 Jan 2016 05:19:10 GMT

If the buyer is smart they will refuse to return to you without a claim, then open a claim to get Paypal to cover the return shipping.

I doubt you will need to worry about the return shipping at a later date, if they agree to send back just between you and them. That's a private arrangement and not part of the original payment.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

pharoot — Sun, 31 Jan 2016 15:09:27 GMT

UPDATE:

My last contact with this buyer on the 14th Jan. I have not had the shoes returned. I have not received a tracking number to say they are on their way. I have not had a case opened against me. And....I have not heard from this buyer again.

How long does a buyer have to return an item? I am still required to refund the item if it turn up in a months time?

Re: Buyer wants refund after 6 weeks - Positive feedback already left

dazzledayz — Mon, 01 Feb 2016 01:37:30 GMT

@pharoot wrote:
UPDATE:

My last contact with this buyer on the 14th Jan. I have not had the shoes returned. I have not received a tracking number to say they are on their way. I have not had a case opened against me. And....I have not heard from this buyer again.

How long does a buyer have to return an item? I am still required to refund the item if it turn up in a months time?

Sounds a bit like the buyer has decided it's all a bit too hard and plans to just let it go.

I'm assuming here that the shoes weren't too expensive?

I think you may have a problem if she persists though as you listed the shoes as new.

This would imply that they should be of merchantable quality ie last a reasonable amount of time.

This is the scenario PayPal is trying to cover with their 180 day returns as I suspect they are getting a bit wary of some sellers offering sub-standard junk.

It's really a grey area as the buyer may, as you said, have incorrectly assumed a tight fit would be ok.

(never a good idea where thinnish straps are involved)

The worst part of transactions like this is that if there is any doubt at all the buyer will win any subsequent claim.

eBay and payPal dream up things like these return schemes over a boozy lunch it would seem; they are so badly thought out.

This leaves any implementation very much up to the individual opinion of CS staff who are left to their own devices.

I think the only instruction they get is to keep the buyers happy!

Your best option would probably be to just quietly wait it out and hope the buyer doesn't start a claim.

If the shoes suddenly turn up just refund the original cost but not the return postage.

The buyer has to take some responsibility surely.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

black*poppy — Mon, 01 Feb 2016 04:11:10 GMT

Clearly the buyer was well outside the ebay MBG timeframe so trying to claim that way was never going to happen.

Paypal... well paypal are not a warranty service and are only interested in items that are as described or not on delivery. If the buyer received the goods, left positive feedback and then took so long to notice that the strap was "poorly glued" or whatever, I doubt paypal would have been interested. They do not roll over the way ebay do.

The buyer has 180 days from ?purchase to open a claim with paypal. Probably won't happen now but I reckon the seller would come out ok on this one.

As for chipping in for the repair etc, well that's a custover service thing, I'm only interested in talking about whether claims could have chance of being successful.

Re: Buyer wants refund after 6 weeks - Positive feedback already left

bluedolphin7640 — Tue, 02 Feb 2016 02:00:43 GMT

I had a similar case raised against me when I sold a pair of shoes a while ago. The shoes were new in a box, the buyer recieved these, no hassles, loved them according to her postive feedback and then a week or 2 later she sends me a nasty/rude message demanding a refund and not to mention accuse me of all sorts of stupidity - the dodgy glue story sounds very familiar as this particular buyer used that line on me! I ended up accepting the returns case she raised against me and refunded her money as i couldnt wait to cut all ties with this nutcase buyer! This was the only returns case lodged against me. Unfortunately you have no choice but to respond to the returns request. I think there are a few options 1) you can provide a full refund/buyer gets to keep the item. 2) you can provide a partial refund /buyer gets to keep the item (if you and your buyer agree on this option) 3) If you accept the return of the item then the buyer will need to return the item back to you, when you recieve the item back you will have to provide a full refund plus return postage - this you will need to find out from your buyer how much they paid to send it back to you. I guess you can appeal your case with ebay but I can tell you it's a waste of time as I tried to appeal my case and ebay was not very helpful.

See how you go with your buyer and hope for the best they dont lodge a returns request!

good luck!!

Re: Buyer wants refund after 6 weeks - Positive feedback already left

black*poppy — Tue, 02 Feb 2016 09:18:02 GMT

There can't be any return requests 6 weeks after the sale. EBay MBG is 30 days.