How to handle this one?

[jellybirddesigns]

Recently sold a pack of fabric remnants/offcuts to a buyer with 11 feedback.

It was 100g of different Mexican cottons and there are usually about 4 pieces in each pack as 100g isn't really much weight. They are meant for small craft projects and I mention as much in the listing.

Anyway, tonight I get a message - "don't think the pack I bought was worth the money".

No other information or what she would like me to do about it.

So, what do you think is the best way to handle this?

[jensmanchester-australia]

I would just reply along the lines of - sorry you are not happy with your purchase. You are more than welcome to return it for a full refund to......(add in address details)

It is then up to the buyer to decide what they would like to do.

[fixnwear]

cushioncovers,

why offer a refund whe she didn't ask for it.

And if she does ask for it - ask her if there are any differences in the product she received from the listing content and pictures. Also, tell her to open a return thingy - what is she going to say? Not worth the money? Yea, sure.

Just tell her that you thinks it's worth the money, and she must have thought the same, obviously, as she bought it after reading all details in the listing.

And besides, her opinion on it's worth doesn't count after the purchase as it's seen as highly biased and not objective enough nor any sort of indication of the true value.

[curraone]

I would not even mention refund:

http://pages.ebay.com.au/help/buy/contextual/return-policy.html

Please note: Consumer guarantees don't apply if you: 

• Have simply changed your mind, found the product cheaper elsewhere, or decided you don't like or need the product
• Misused a product and have caused or contributed to the failure of the goods, for example, by damaging or misusing the goods

[jensmanchester-australia]

---

@fixnwear wrote:

cushioncovers,

why offer a refund whe she didn't ask for it.

And if she does ask for it - ask her if there are any differences in the product she received from the listing content and pictures. Also, tell her to open a return thingy - what is she going to say? Not worth the money? Yea, sure.

Just tell her that you thinks it's worth the money, and she must have thought the same, obviously, as she bought it after reading all details in the listing.

And besides, her opinion on it's worth doesn't count after the purchase as it's seen as highly biased and not objective enough nor any sort of indication of the true value.

---

cushioncovers has a 30 day returns policy so if a buyer seems unhappy it seems logical to give them the option to return it. The buyer can then decide whether or not they want to return it.

If they choose to keep the item but leave non positive feedback the OP can try and get any non positive feedback removed based on the fact they tried to resolve the problem the buyer had by giving them option to return it.

There is no need to suggest the buyer open a returns request at this stage as it can be dealt with without having to go down that road.

[jensmanchester-australia]

---

@curraone wrote:

I would not even mention refund:

http://pages.ebay.com.au/help/buy/contextual/return-policy.html

Please note: Consumer guarantees don't apply if you: 

• Have simply changed your mind, found the product cheaper elsewhere, or decided you don't like or need the product
• Misused a product and have caused or contributed to the failure of the goods, for example, by damaging or misusing the goods

---

curraone - the OP is offering a 30 day returns policy for change of mind purchases.

Consumer guarantees don't apply in this case but if you are offering 30 days returns for change of mind purchases then you have to accept it back if that is what the buyer wants.

[curraone]

Just as a general comment - have you noticed that we get the most trouble from sellers with very low feedback and for very low amounts?

it looks as if the sold item was less than $10 incl postage - what was the buyer expecting?   A whole bolt of cloth?

[englishrosegardens]

With such a vague/misleading description I'm surprised you don't have more unhappy customers.  You talk about having a large amount of remnants and how the photographs only show a small sample of the fabrics available, but nowhere do you say they'll only get about four pieces.  As a buyer I'd be disappointed if I didn't get what was in the photographs if you didn't spell out that the fabrics are picked at random and you won't necessarily get what's shown.

I know you've said 100g but that wouldn't tell the average buyer much as there's nothing to indicate whether the fabrics are light, medium or heavy weight.  If you show lots of fabric in the pictures then buyers would expect to get quite a bit for their money.  Size is what you need to tell them, and surely it wouldn't be too hard to weigh one of the fabrics and work out what area 100g would cover, then put the total size in the listing.  Approximate size of the remnants wouldn't go astray either as "small projects" could be interpreted a lot of different ways.  The way your description currently reads, it's akin to a lucky dip where buyers have no way of knowing what to expect.

Edit:  curraone, the biggest problem is that the buyer wasn't really told what to expect, and lack of details in a description doesn't justify saying they got what they paid for.

[curraone]

I can only see that the OP offers Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose or don't match description. More information at returns

not for change of mind.    Or do 30 days return always include change of mind?

[englishrosegardens]

Yes, 30 day returns includes change of mind. If you don't do change of mind returns you select "No returns".