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Customer returns
I've been a seller here now for 9 years. I havnt had to many returns. With all the changes to ebay, I'm questioning the procedure of a customer return. I have a customer who ordered some bowls. She had me take extra pictures to make sure they matched hers. She asked if there was any chips, cracks or crazing. I told her there's no chips or cracks that they looked good. I didn't pay much attention to the word crazing. I thought maybe it was a extra word her smart phone added. She messaged me a week later stating that there were fine lines which I learned was called crazing. She has opened a case claiming the bowls were damaged. I feel like she saw alot of pics, I stated thay were used. They are not new. I feel that using the term "damaged" is going to work against me. The same bowls arrived in the same shape of the pics.
Why do I only have the option to accept the return and pay her back or give a partial refund. Is there not a spot for my side/explanation/concerns. I thought there was one. Has anyone have any advice?
Thank you,
inceptions
Mentor1 year agoHi @beauty-junky*
You need to accept the return because the bowls had crazing which was not disclosed in the listing or in your reply to the customer. As long as you take care of the customer and accept the return within the allowed timeframe, this will not count against you.