Buyer wants refund after 6 weeks - Positive feedback already left

[pharoot]

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.

[amber-eyed-girl]

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.

[pharoot]

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.

[*tippy*toes*]

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. 

[amber-eyed-girl]

"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.

[phorum_junkie*]

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.

[pharoot]

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?

[amber-eyed-girl]

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.

[amber-eyed-girl]

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.

[pharoot]

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?