Customer claimed that the item was damage and like to return

[greatfindoutlet]

I just received a message from customer saying that she received the shoe today and was disappointed because as soon as she taken out the shoe of the package, without even being worn, the heels (black portion) both began breaking apart.

I was shocked to received the message because before I post an item on my store, I make sure that it is in excellent condition and will mention any problem. And if they win the item, I will check it again to make sure that there's no problem as you can see in all my feedback. She wanted me to explain why I didn't mention it in my listing. Also, she wants to return the item but will not pay for the return postage. 

Anyway, I advised her to send me pictures of the problem today and she replaid: " I have taken pictures using my iPad and will attempt to upload them."

I replied back by saying: "That's great! I will wait for the pictures.."

I'm not sure if its possible that the heel will break apart when I put bubble wrap on the shoe before I put them on satchel.

I haven't receive anything yet...I don't mind to refund if it's true..

I guess I'm not the only seller who encounter this kind of problem...

[*new2vintage]

As the seller you set the terms so if you let her return the shoes tell her she needs to pay for postage and you will refund for everything if you think the shoe was fauty before she received it. She may have damaged it while wearing it.

[greatfindoutlet]

thanks for your reply...

she haven't send the pictures yet.

i'm just worried that she might give me a bad feedback. 😞

[*new2vintage]

Never give a refund becaise you are afraid of receiving negative feedback if a buyer makes a false claim. You need to be sure that the shoes have actually been damaged in the mail system.

[getting_of_wisdom]

Were these high (separate) or wedge heels?  There was a certain vintage of Clarks, Kumfs and possibly others where the composition soles, wedges, etc., would just start to crumble and break apart without any warning.

Very embarrassing when your black wedges start crumbling all over your posh sister-in-law's new off-white carpet, guess how I know.....

[greatfindoutlet]

here is the shoe that I sold.  I checked the item before I sent it to her and it was fine.

Well, I guessed I just have to wait for her pictures and see if I need to refund...No need for me to worry...

[thesoulyearns]

thanks for your reply...

she haven't send the pictures yet.

i'm just worried that she might give me a bad feedback. 😞

If you're worried about negative feedback, simply wait for the photos and if they are acceptable, pay for return postage. They will likely not leave a neg and at best leave a positive. Just don't get mad with them or anything like that.

I don't know what the protocol is if they broke it while wearing but presumably they're not meant to break while wearing so it might be best to just let this one slide.

[phorum_junkie*]

If they send photos I would just refund and tell them to get them repaired if they wish or throw them away, what good are a broken pair of shoes to you, why would you want either you or the buyer to spend postage returning them?

You can have no idea what sort of treatment the shoes were subjected to in transit and unless they were boxed they could have been sandwiched between a couple of 20kg boxes which may have bent the heels past the point of no return or they may have been sitting in an overheated van in the sun for so long the glue has failed, especially as they are not new.

[fred_fred_2004]

Sorry not covered for damage only loss

[davewil1964]

i will compensate you the return postage cost if you return the item to me as long as you leave positive feedback first.

Also known as feedback extortion. A no no.