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Buyer says item not as described
I sold a jacket to a buyer that was size medium. I sent it to him still in it's original branded garment bag. It says medium on the clothing tag and packaging. He's now contacting me and telling me that the jacket is size small because it's three inches short on the chest and I didnt measure it properly. Clothing has different fits, and I don't know where he got this 3 inches number from, but it wasn't from me or the brands website.
This style of jacket is heritage, so it is snug and shorter than most jackets. I said this twice in the description though. And I can fit into a size large comfortably but I can't fit into all large tops comfortably. The chest size is better than many.
I get that he's unhappy if it doesn't fit him. Buying clothing with no returns sucks if the fit isnt what you want, and you spent good money. And maybe there was a defect at the factory and I'm overreacting. However, I was clear no refunds and this seems to be coming from a place of being disappointed, not my merchandise being faulty. If he brought this up when he received it, I would have taken it back without a thought, but it's been a month. Who knows what shape that jacket is in now.
That being said, I doubt I have much control over the ebay money back guarantee. Knowing ebay, he'll get his refund wether I like it or not. Maybe this is on me for not measuring the clothing initially. Maybe ebay has sizing guidelines that I'm not aware of but am bound to. If that's the cost of doing business, or a mistake learned the hard way, fine. Until its clear that's what this is, I don't want to refund him. Does anyone know a way to not refund him or avoid this in the future? Or does anyone know if that's impossible, or not worth the trouble, even for a high value item? In that case any suggestions are welcomed and appreciated.
rfmtm
Mentor3 years agoIf you want the item back, approve the return. Otherwise risk losing your money and item plus get a strike on your account.
lesdoq
OP3 years agoThank you for your response. So buyer complaints are taken at face value, and this is completely unavoidable?
rfmtm
Mentor3 years agoWhen you get the item back, you can report the buyer, if he abused the ebay Money Back Guarantee.
lesdoq
OP3 years agoThat works for me. Do you know if there is an ebay sizing chart for clothes I'm required to conform to? If there is, then his wrong size claim could be valid. If not, he is probably abusing the money back guarantee.
rfmtm
Mentor3 years agoClothing is a tough one, and often best to include your own complete measurements, especially for more unique brand items. Regardless approve the return you do not want ebay stepping in.
lesdoq
OP3 years agoThat sounds like an excellent idea, thank you for your patience and advice.
disneyshopper
Mentor3 years agoIf you have a no returns policy, that is for buyer's remorse: changed mind, didn't like it, doesn't fit, found it cheaper elsewhere. For those reasons you can decline the return, but the buyer can leave a neg feedback. You can accept the return and the buyer pays for return shipping.
lesdoq
OP3 years agoHello disneyshopper, thankyou for your reply. I communicated my problem poorly. This buyer is filing for a return because the item "is not as described". Because he's saying it was my error, ebay is not letting me refuse the return. I'm pretty sure he is abusing the money back guarantee to force a return.
The basis for the buyers claim is that the chest measurement of the jacket is 3 inches short of medium, so it is actually a small. The buyer says I measured the jacket incorrectly, so I provided the wrong size. He is completely ignoring that I did not provide a size chart, nor is he using the manufacturers for this fit. The tags on both the jacket and the garment bag says the jacket is medium. This jacket is undeniably a medium for this brand and fit.
What it boils down to is this; if ebay has a clothing size chart I'm supposed to follow, his claim may be valid. If it doesn't, he using an unrelated sizing chart to make a false claim and force a return.