Hi,
I purchased a pair of Nike Free Runs online, and they didn't fit me. Given I have "tall" feet and this can happen occasionally, so I went and bought a pair in a sale, and sold the pair that didn't fit me on Ebay and didn't think much more of it.
I've now received contact from the buyer saying they don't believe the shoes are authentic. To me, they looked identical to the pair I bought in store, but I'm not a shoe expert, and although I bought them from a website that was recommended by others I know who had used it and were happy, I obviously want to do the right thing by the buyer.
What should I do? I'm not sure if it's fair to me to refund the total amount since I'm going to be out of pocket for postage (and a pair of shoes!), and I had no reason to dispute the authenticity of the shoes up until this point, but I don't want negative feedback (Got burnt by someone leaving two lots a few weeks ago saying they hadn't received and item when I know they did), and I also really do want to do the right thing by the buyer. If they're really not authentic, that's an issue, but I don't know how to establish that when they're no longer in my possession.
Does anyone know A) What Ebays policy is on this, and B) What the fair thing to do is in this case? Do I refund the whole amount and chalk it up to experience? I don't know whether the buyer or I is right in this case, or whether there's something extra I should have done to establish authenticity in these cases?
As I said, I had no reason to question the authenticity of the shoes up until now, but I really don't want to leave a buyer hanging, either.
My instinct is to refund minus the postage cost, but I'm not sure if that's fair to the buyer either. Should I just suck it up and refund the full amount?
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