Buyer wants return and refund via Ebay

[catmagic11]

Sold shoes to a buyer who now wants to return and be refunded plus return postage “not as described”
Says I did not state shoes had a small heel - images clearly display heel
This buyer contacted before sale a couple of times to get cheaper buy it now price - never asked about heel! - and she is selling mainly shoes on her site
What should I do - everyone has said EBay will always decide in her favour - seems a bit shonky to me

[collect247]

Refund after the shoes have been returned to you first.

[countessalmirena]

Are these the Kumfs or the Shaw & Smiths?

You include photos from each angle, and the heel height is clearly shown in those images.

Your description is... well, minimal is hardly the word! Let's say "terse". Your descriptions are terse. That rather works in your favour, though, because you certainly didn't say in your listing that the shoes had a high heel. Your buyer should not be able to return the shoes on the basis of "not as described", since you emphatically did not describe the shoes as having a high heel.

(Yes, you didn't state "low heel", but then you also didn't state "made from the hide of a unicorn", but it would be foolish of a buyer to request a refund for "significantly not as described" just because you didn't specifically say "NOT made from the hide of a unicorn". In the same way, claiming that it's not as described because the heel is a low heel and she assumed it wouldn't be a low heel, even though the listing didn't address the heel issue at all except to show - in the photos - that it is a LOW HEEL, is not a legitimate claim.

If I were the seller, I'd be replying with something along these lines:

❝Dear [buyer]

Thank you for your communication concerning your recent purchase of [item].

We have carefully inspected the details shown on the listing for these shoes, and note that there was no mention made of the heels being any particular height. The images that we included are part of the description, and as you can see, the heels are clearly shown, and the low height of the heels is very distinctly displayed.

We are therefore unable to accede to your request for a return and refund on the basis of the shoes being not as described.

Our listing states "No returns accepted" for buyer's remorse/change of mind. However, as a gesture of goodwill, we will accept a return on the basis of change of mind. If you wish to return on this basis, please note that return postage cost will be your responsibility, and that you must return via a tracked postage method.

Alternatively, perhaps you could on-sell these shoes yourself? You are welcome to use the photographs in our listing for this purpose.

Please let us know if you'd like to accept our offer of change of mind return. Offer expires at 11:59 PM on 13th December (tomorrow). We will provide you with the return address details upon your confirmation.

Best regards,

[name]❞

[digital*ghost]

I'd try calling ebay and asking them to take a look at the listing. If you can get them to see and agree the shoes are as described, you may be able to get the disputes closed in your favour - it's difficult, but not impossible.

[kopenhagen5]

catmagic, if the buyer hasn't opened a return in eBay yet then I would go with The Countess' message.

If buyer has started a return request I would go with DG's suggestion.