I recently listed a pre-owned women's dress for sale, the purchaser had no feedback and while I acknowledge everyone has got to start somewhere, to me it was a red flag, they where late to pay so I sent a payment reminder, ended up being a day 5 after selling, they said they pay the following day on day 6, ended up being paid on day 7.
I took extra precautions taking extra photos and videos of the dress and video of the zipper functioning before sending the item (call it a gut feeling). I have a "no return policy" and it is clearly stated on my item descriptions.
Got a message from the purchaser stating that they hadn't received the item 3 days after it being delivered, checked the tracking was left in the mail box, advised and asked them to let me know if they received it with a photo of the postal address, and if not I would lodge a request for more information and possibly a photo of where it was left.
Fast forward another 5 days later I get a message from the purchaser stating the dress was too small didn't cover her "lower half" and she thought the material was stronger and the zipper doesn't do up.
At this point I at the assumption they are have probably worn the item for their occasion and now want me to cover it for their change of mind/buyers remorse for not doing their due diligence and are using the guise as the item was "not as described" normally I would be a lot more understanding but there has just been too many issues so far.
I have sold over 60+ clothing items the past few months clearing out my wardrobe with 100% feedback - no issues with items description or sizing and have been able to assist purchasers with missing parcels etc. I individually list all faults that I find on the item to be as transparent as possible.
I responded that I do not refund or accept returns and that I had footage and extra photos of the condition of the item as described with a video of the zipper.
They then say the zipper isn't broken and basically I have not accurately described the item right for its size.
I have photos of the item with the brand and tag as a 12/L which is what is listed. They say the dress is nothing like the picture or described (it is - multiple photos with close ups). The purchasers interpretation of the size is that a large is 14 to 16 and this is a medium size.
I then advise that I understand buying online can be challenging which is why I offer to provide measurements if requested to assure the item will fit the purchaser as clothing sizes can vary greatly between brands and even between the same line of the brand and that I understand that this doesn't align with their interpretation of what a "large" size is. I sent through a link to the eBay sizing guide for women clothes which supports my sizing and recommended in future maybe request measurements to avoid disappointment to ensure that clothing they are looking at to purchase will fit.
The purchaser states it was the first item they ever purchased and they never shop online for this reason and they are a size 12 which in Australia is M. Large is size 14 to 16, so your size they have got XL 14 XXXL 18.
At this point I am at a loss, I haven't left them feedback or responded to the last message (yet), they haven't lodged a claim (yet).
I believe my item is accurately described, the dress was listed as short, the material type as canvas and sizes as well (multiple clear photos close ups of all these), I thought I have myself pretty covered but now I am doubting myself.
Has anyone had issues like this where the purchaser lodged a claim for it not being as as described (it is) and contested it successfully or is it just always in the buyers favour with the Money Back Guarantee?
What is generally the best action? How do you normally handle situations like this?
Thank you so much!
