Help please asap re return requests

[egyptian-shop]

Hi,

At the end of December I sold 4 items of clothing to the one buyer and sent all together for the one postage cost.   Today I receive two return requests from the buyer,  one for a BNWT top with the reason given as "just don't like it" and another for a never worn dress, the buyer said she wore it and noticed several holes and some other fault which I feel I would have noticed as I check everything before it is sent.

This is the first time I've had a return request and not sure what to do and if I should accept return just because it was not liked..

Postage was combined with a total cost of $8.50 so I don't feel I should refund postage.

Advice please.

[phorum_junkie*]

If you say you accept returns then you will have to accept back the change of mind but return will be at buyer's expense and refund will be item price only. For the item they claim is not as described I would call ebay, don't ask them to step in but stress that the dress has been worn so will not be returned in the condition received in. Seems strange that they would choose different reasons.

[queenwaldorf]

End of December is a long time ago. I'd refuse a return, they've had the items so long and admitted they've worn at least one of them who knows what you'll get back.

[digital*ghost]

Sounds to me like they waited until the last day possible to open a request? At least, if they are a domestic buyer, since they only get eBay's ETA plus 30 days.

You may be able to decline the "didn't like it" request, if it falls outside of your stated timeframe (I have received them and been able to decline for this reason, even though I accept COM returns). 

The other one is more difficult to deal with, because unless you can communicate with the buyer and get them to back down, and / or prove the condition on arrival (difficult to impossible, sadly), the request is likely to go the buyer's way, and in those cases you're better off accepting the request than disputing it and winding up with a "case closed without seller resolution" defect. 

It sucks, but there's not really any other practical options. 

[egyptian-shop]

I have spoken to ebay who advise that I don't have to accept the items back as it is over the time limit,  however,  if the buyer then opens a dispute through Paypal she would probably get a refund.   I spoke to paypal and they said they would need proof from me that the dress didn't have the damage when sent out.....I only have a photo of the whole dress not a tiny portion of it in the exact spot.

I have until the 9th to decide whether to leave it and hope the buyer doesn't go for a paypal dispute or negotiate with her about a partial refund.

Thank you all for your advice.

[egyptian-shop]

I decided to contact the buyer (as ebay suggested)  and accept return on the top as long as tags were still attached,  and a partial refund if they wanted to keep the dress although did say that I believe the dress was in very good never worn condition.

Today I receive a message from ebay saying I had accepted the return and to print return postage!

I am not going to pay for return postage.....hope I haven't stuffed up.

[designers*n*more]

I would ring eBay and advise that the return item is change of mind and that you should not have to pay for the return postage and this is clearly stated under your returns policy on the listing, which also says "exchange", unless you are happy to refund the purchase price.

did the buyer accept the offer of a partial refund on the dress? If not this might be why it's asking you to print a return postage label

[egyptian-shop]

I just spoke to ebay about getting emails asking me to send return postage.  I said under no circumstances will I be paying return postage if the buyer decides to return the items.

Ebay told me not to worry as they are sent  automatically until a case is resolved.

I have not heard back from the buyer yet.