buyer wants a return on used hiking boots which shipped a month ago, because i didnt clean them

[organicassure]

About a month ago i listed a pair of salomon hiking boots which retail for AU$260, for $96. I had worn them for a 5 day school hike 18 months before, and hadnt touched them since.

I took photos from all angles, and was upfront about them being used, even specifically stating how long they were used for etc. Obviously, having been worn previously for a hike, there were a few marks and some dirt and whatnot, but overall they were in good condition especially for the price; and someone bought them.

Here is my apparent mistake: In the description, among a bunch of other details, I wrote 'item will be cleaned before sending'. When i wrote this, I thought of it as a mark of good faith, and a bit of a bonus that these (USED) boots, would arrive in the best condition possible. I wiped them down with wet wipes all over, and scrubbed off dried patches of dirt with a brush, and I sent them.

Then, a week later, i get a pretty hostile message from the buyer basically saying that they weren't as clean as they were expecting, and saying that they 'paid a premium' for them being cleaned, before saying 'do I need to return them?'.

I was pretty shocked, because I wrote one sentence saying I would clean them, which I did to the best of my ability (and they were genuinely cleaner than they were in the photos). And the idea that they paid a premium for having them cleaned was just confusing to me, as i never made out they would be professionally cleaned, and at the end of the day they are USED HIKING BOOTS so will not be spotless.

I reply and apologise profusely if they werent in the condition they expected, saying theres clearly been a miscommunication before asking if they want to return. They reply straight away just saying 'all good, no worries'. This was pretty weird too that they just seemingly moved on Then they left me positive feedback

Flash forward to today, almost a month later, and i get a return request from the buyer?? And in the description they say: 'I was going to give to my son for christmas and cant because they havent been cleaned like the listing said. I know we discussed this already. Thank you'.

I'm new to eBay, having sold 4 other items without issue, but my first reaction is just anger and confusion. Why is she requesting a return now, what has changed in the 4 weeks since we last talked?? And above all, if they're so unacceptably dirty, how about she CLEANS THEM HERSELF??? I thought from context it was clear that the boots would not be professionally cleaned or anything similar, and at no point did i indicate that part of the item fee was for them being cleaned. so WHAT DO I DO?

Do i have to accept this? It says i can offer a partial refund? Will i have to pay the cost of her returning them? To be honest, i dont really have the $100 easily available anymore since this was A MONTH AGO.

I just really need advice im absolutely lost with whats going on right now

[janeababe]

Returns are “supposed” to be in the original packaging and in most cases (except for transit damages) in the same condition as they were sent. 

If you find these are not your boots OR they are in worse condition then when you posted them, then you can give a partial refund BUT…. there is a process  with that and you’ll have to look it up and read it. I can’t remember it atm. I did find it the other day. 

Take some time and read the selling guides!!!  Just do it!!! 
By looking at your current listings, you’re going to need to be well informed. 

[organicassure]

what about my current listings haha

[janeababe]

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@organicassure wrote:

what about my current listings haha

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Well, let’s take a look at these boots, shall we. 

How can you say ‘without major damage’???  As you can see, I’ve circled major damage. 

And I’d be definitely questioning the term *great quality*. 

Your descriptions are very lacking. 

Get used to writing the sentence: All pictures form part of the item description. 

You should be sending all these items with tracking. 

(anyway…. That’s a start) 

What do other’s  think?  🤔

[organicassure]

hm, when I say without major damage I mean there is nothing impeding the function of this as a sealed, wearable boot. I did directly acknowledge the marking you circled in the description, and called it superficial damage (which I believe it is, since it is surface level and does not go into the boot), and I took a photo of it specifically.

To be honest I didnt notice the second cut on the left of the left boot so I'll definitely rectify that in the listing.

When I said 'great quality' that's based on the fact that they are made by a reputable, long-lasting brand, and is not reflective of the actual condition of the shoe at present (surely people understand this, since the inherent quality remains unchanged regardless of damage to the boot).

I'll definitely include the sentence about images/description from now on, and do send items with tracking.

[janeababe]

Ok. You can continue to assume what other people think, and how they will interpret your listings.

Good luck with making any money. You’re going to need it! 🙏

[bryzen]

Honest representation and description is the best policy.

Gone are the days of the year 2000+(Experimentation)

Snake oil is now CBD.

[countessalmirena]

I’m with janebabe on this.

A good approach to selling this sort of item on eBay is to underpromise and overdeliver. That means pointing out with scrupulous honesty any flaws.

For instance:

“Some superficial cuts/areas of wear. See photos for specific areas. All photos form part of the description.

“Otherwise in good used condition.

“This quality of footwear is intrinsically tough: Doc Martens are justly famous for their quality and well-made boot.”

And don’t promise a thorough clean. As you’ve learned, buyers will interpret this through their lens of expectation, not yours. Clean footwear before you photograph it; the photos should show the footwear in the condition in which it is/will be.

I don’t buy second-hand shoes or clothing, but I understand that buyers who do are typically more impressed and more likely to trust sellers when the seller doesn’t minimise any flaw and avoids non-specific hyperbole or verbal airbrushing.

I

[organicassure]

damn bru I thought I was being reasonable you dont have to be like that lol. Im being descriptive in the description idrk what else to do, since im staying in line with the definition of the words im using

[organicassure]

how is the listing about the boots snake oil haha, im being physically descriptive no? It is honest representation when I specifically pointed out imperfections on the boots?

[organicassure]

Yeah I'd definitely never mention cleaning or any of that ever again, but I did make an effort to point out the imperfections, and I dont think that my description is even that different from your suggestions? 

“Some superficial cuts/areas of wear. See photos for specific areas. All photos form part of the description." I basically said all of this minus the last sentence, I really don't think I was doing 'verbal airbrushing' lol.