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...

[***super_nova***]

doctorgeekaustralia  there is so much wrong with your advice, i do not know where to start!!!

item was damaged in transit it is NOT automatically insured for anything, if it was registered then it is insured against loss

If seller demands positive FB that is considered FB extortion and is reportable offence. 

Making transaction inconvenient for buyer is a sure way to NEG,

[***super_nova***]

I once had boots that were brand new, never worn just sat in their box in back of my wardrobe for couple of years.  Finally, I got around to wear them and the heels disintegrated.  As somebody above said, there was something wrong with the plastic and it just crumbled.  It looked perfectly fine until I walked out of the house in them.

[Not sure how that happened that the above post came out 2x; it has been selfreported.]

[foxette-in-sox]

If not insured, then your obviously concerned about negative feedback.  In this case, I would state to the seller that your sorry the item is damaged, that it was sent without the defect and has appeared to have been damaged in transit, and that as a gesture of good will, i will compensate you the return postage cost if you return the item to me as long as you leave positive feedback first.

If the buyer refuses to leave positive feedback first, then make her pay the return postage only after waiting for her to lodge a paypal dispute, drag it out, make it an inconvenience for her for as much as it is an inconvenience for you.

WT??? Feedback extortion,dreadful advice & guaranteed to get OP a neg.:|

[greatfindoutlet]

Just an update..I received this pics yesterday and I can see that the heel is broken.

Since its Christmas, I couldn't be bother to ask her to return  it. I told her I refunded the money back to her paypal account. I apologise for the inconvenience it cause her and she can keep the shoe but I will cancell the transaction to eBay.

Everything was fine yesterday and she gave me a good feedback.

But then I received an email today saying that she called eBay and Paypal because she haven't received the refund at all. She wanted me to explain.

I called Paypal and they confirmed that it was completed and that she just have to wait a few days if she paid via credit card. Plus, advise her to call Paypal so they can look at her account and tell her what happen.

I sent her email with all the information and tell to call Paypal.

Now she came back to me saying that I was right and it will take 3-5 days for credit card. I'm glad she apologise because she started to get to my nerve.

It would be nice if she just asked me nicely but accusing me of being not an honest seller, that's too much...

But I'm glad it's over...