Buyer unhappy with colours

[egglesdtp]

A buyer recently purchased a $10 shirt, listed as 'candy pink striped'. The listing was accompanied by three photos – front, back and close-up. A slice of the actual close-up photo used in the listing is shown. As can be seen there are many different colour stripes, with three shades of pink plus white, yellow, orange/red and a sort of pale olive green. From a distance the predominant colour is pink.

After receiving the shirt, the buyer emailed me to say:

I am most disappointed as it does not look like the photo at all. I was expecting pastel colours. The red, orange and green do not show in the photo at all and they are quite bright. I certainly would not describe it as 'pink'! It is horrible!

I replied:

I am sorry to learn that you are disappointed with the shirt, but I included three photos, including a close up (attached) in my listing, which clearly show the colours. However, different monitors can display differently and this may be the case here. I described the shirt as pink, as this is the predominant colour.

Her response was:

I have viewed the photos on 2 phones and 2 computers and it does not show any of the other colours. Had you described it including the stripe colours I would not have purchased it. I would like to return it.

I state in my listings that refunds will only be considered if item differs significantly from the description.

What are my obligations in this situation?

[jellybirddesigns]

Has she opened an INAD?

Might as well accept the return (it's entirely possible your buyer has problem eyes or is colour blind!)

I'm currently going through the EXACT situation, with my buyer saying that the cushion covers I sent her were not as dark as the pictures! They are currently being sent back to me, so all I can do is refund and move on.

It's not worth the argument, it's just a question of gritting your teeth and getting it back.

[kopenhagen5]

As said already and it could be down to the computer screens showing colours differently.

No point in argueing even though you are correct.

[egglesdtp]

No she hasn't opened an INAD (how could she?) but I can see she is going to be difficult about this. If she returns the shirt, I am prepared to refund her the intial cost ($10), but not the postage either way - is this acceptable do you think?

If I do refund her the $10, is there any way I can get my FVF back, or does she have to go through a more formal approach such as INAD?

[clarry100]

If your buyer opens an INAD case you will have little choice really.

1). refund immediately and buyer keeps the item.

2). negotiate a partial refund and buyer keeps the item.

3). Accept the return and you have to pay for the cost of the return by tracked mail. Refund in full upon receipt of item back.

4). do nothing in which case ebay will forcibly refund as per 1. above and you get a defect.

[egglesdtp]

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@clarry100 wrote:

If your buyer opens an INAD case you will have little choice really.

1). refund immediately and buyer keeps the item.

2). negotiate a partial refund and buyer keeps the item.

3). Accept the return and you have to pay for the cost of the return by tracked mail. Refund in full upon receipt of item back.

4). do nothing in which case ebay will forcibly refund as per 1. above and you get a defect.

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Clarry - why would I have to pay for return postage? On what basis could the buyer claim INAD?

[audistarelectronics]

Hi, yes, Clarry is correct, you do have to pay the return postage, and going on what ebay is doing to sellers at the moment, just cop it sweet because they will side with the buyer in a claim and you will have to wear it then. Best to do it yourself early and avoid the ebay 10 lashes. Looks like another honest seller ,beheaded by the powers.

[egglesdtp]

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@audistarelectronics wrote:

Hi, yes, Clarry is correct, you do have to pay the return postage, and going on what ebay is doing to sellers at the moment, just cop it sweet because they will side with the buyer in a claim and you will have to wear it then. Best to do it yourself early and avoid the ebay 10 lashes. Looks like another honest seller ,beheaded by the powers.

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Surely the buyer would have to put in an INAD claim first?

I think the fact that the buyer hasn't already done so is an indication she knows she doesn't have a leg to stand on.

Why should I be penalised if a buyer doesn't like the colours of the item which were clearly shown in the listing?

[jellybirddesigns]

Some buyers don't open an INAD.

I've had buyers in the past who've contacted me with a desire to return the item, I just say OK, give them my address and refund them when I get it back.

Sometimes it saves a lot of hassle as you have to start responding back and forth once the buyer opens an INAD as well as having the time constraints.

[egglesdtp]

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@cushioncovers wrote:

Some buyers don't open an INAD.

I've had buyers in the past who've contacted me with a desire to return the item, I just say OK, give them my address and refund them when I get it back.

Sometimes it saves a lot of hassle as you have to start responding back and forth once the buyer opens an INAD as well as having the time constraints.

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Do you refund either of the postage costs?