Should I respond to an unhappy customer over a pre-owned $17 kids dress?
Hi, I'm a new seller on Ebay and am still learning how to navigate the whole process. I'm hoping for some advice on how/if to respond to an unhappy customer that just messaged me.
They told me the dress is cute but has flaws and that they don't have time to return it and have taken it to the cleaners. I don't offer returns but I'm wondering if I should in this case or just offer a refund without a return? The dress is in great condition but not perfect as it's pre-owned. I don't want this to turn into a negative review and just want the customer to be happy.
Thanks in advance for any advice!
21 comments
deltilogical
·2 years agoMaybe the used low-end clothing e-commerce model doesn't really work.
tobaccocardyahoo
·2 years agoOr maybe it works best if you only sell high condition merchandise, adequately described by someone who is an expert in selling used clothing.
There are many retail businesses which are best suited for a small percentage of the people who decide to enter that business.
Although business school entrepreneurship classes try to ignore most retail companies, retail is HARD.
chowpit36iw
·2 years agoI've coined this "punitive extortion" where a buyer isn't totally happy with the item yet, has an abundance of excuses of why they can't or won't return it. Often times they are fishing for a discount or partial/full refund that would make everything okay hence, punitive extortion.
My policy on this is if they buyer isn't happy with the item, they can return it.
Be cautious of how you describe items, because it is subjective. Better to under promise & over deliver, IMO.
atlasesattic
·2 years agoI agree...giving them a partial is not going to make stains or tears disappear, I never understood the partial thing, " yay, I got some of my money back, the stain isn't that bad after all I guess" it's ridiculous.
reallynicestamps
·2 years agoEven if you have a No Returns policy, you do have to offer Refunds.
But.
Even with No Returns policy, you can still demand the return before refunding.
You will probably be paying for a return shipping label.
So for this buyer, tell them "I regret you are unhappy with your purchase. Please return it for refund."
Probably it will end there.
Or you send the label and get a freshly drycleaned dress back and refund the original price. Your relist.
Or you send the label, the dress is not returned and you are not required to refund. Eventually the cost of the label is refunded.
Or you send the label and an uncleaned dress is returned. You refund. You relist.
But do offer the refund on return.
They can't have the dress and the money.
wastingtime101
·2 years agoNice to see you're taking this as a learning experience and accepting the solid advice that's been offered by experienced sellers. We were all new once @ragsrevival and eBay comes with a learning curve. Come back any time - there's a ton of great info on this forum.
tobaccocardyahoo
·2 years agoIdentifying flaws and including them in your listings is NECESSARY. Some sellers avoid the issue by providing high quality images of the item they are selling, that will show all flaws. This item does not lend itself to that convenient cop-out.
If you can negotiate a partial refund without upsetting the buyer, you can try. Start with we will accept a return of this item for a full refund, but if you would be willing to keep this dress we are willing to refund $...
I might not want this item returned if the two way shipping is too high, since it is a candidate for donation to Goodwill.
inhawaii
·2 years agoJust my opinion.
I would consider a partial refund.
It would have to be an amount you both agree on.
Makes the problem go away.
Makes the customer happy.
gloryglorygifts
·2 years agoSo..... they don't have time to return it but had time to take it to the cleaners. Sounds like they are now trying to take you to the cleaners.
Even though you don't think you offer returns, a customer can open an INAD (item not as described) return and you will be refunding them after you receive it back. Don't do anything as far as a refund is concerned. They will have to return it to you, through the ebay system, and you will refund when you get the request.
Make sure that all of your listings have exact descriptions of the item that you are selling. If it has flaws, mention them in the listing. Great condition is not enough for a pre-owned item description. Go into more detes.
Good luck and have fun selling on here and welcome!
ragsrevival
OP2 years agoThank you so much! I appreciate the information, this has been a good learning experience. 🙂
gloryglorygifts
·2 years agoWe have all been newbies on here at one point, so this is a great place to ask questions. I'm still learning and have been in retail a very long time. I'm so glad that we could all help!
tobaccocardyahoo
·2 years ago@gloryglorygifts
I'd take that item to the cleaners before I'd let anyone in my family wear it. And flaws often are more visible after a garment is cleaned.
gloryglorygifts
·2 years agoI would definitely wash something before using it as well, but I don't think that's the case here.
richard1rst
·2 years agoWhat exactly did the buyer say? Did they ask for a refund or just say they were unhappy? Did you ACCURATELY describe the dress? IF you did then this may simply be a dishonest hustle just to get a partial refund. "Don't have time to return it". In the event of a return you proved the label, they pack it up in the same package you sent it to them in and hand it to their carrier. Little to no time there.
Baring extraordinary conditions my standard reply is always "I'm sorry you are not happy with it. Feel free to return it for a full refund".
If you get in the habit of caving every time someone asks for a partial you will wind up losing your shirt.
ragsrevival
OP2 years agoI did not catch the flaws on the item that the buyer found. This was my fault and a lesson learned to thoroughly inspect each item before advertising that it has no flaws. They described the imperfections on the dress (some snags and a small stain) shared pictures of said flaws and told me they took it to the cleaner and do not have time to return it. The flaws are minor and they never asked for a refund. Thank you for your advice, I think the reply you use above is what this situation warrants.
mtgraves7984
·2 years agoI don't offer returns but I'm wondering if I should in this case or just offer a refund without a return?
@ragsrevival
I'd certainly not consider a refund at this point. After all, your buyer was happy enough with it to take to the dry cleaner in anticipation of his/her little angel wearing it. Don't live in fear of a negative feedback.
ragsrevival
OP2 years agoOk thank you for the encouragement, much appreciated! 🙂
wastingtime101
·2 years agoYou described the dress as "excellent condition - no flaws" which implies perfect, but above you're saying it's imperfect. The two photos of the dress are blurry, so buyer has to rely on your written description.
What's the problem with the dress? Were there stains? (Guessing stains because buyer took it to dry cleaner.)
ragsrevival
OP2 years agoI'm learning the subjective nature of what excellent condition means on Ebay in terms of pre-owned clothing. The lines can be clear or blurry depending on the item. Buyer says there are a couple small snags and sent me photos. The dress has 3 dense layers of ruffled tulle fabric and I did not inspect it thoroughly enough. The photos they sent show very minor imperfections. Lesson learned here!
wastingtime101
·2 years agoI think the issue is more that you said in clear terms "no flaws" rather than the subjectivity of the word excellent.
I would offer the buyer the option to return for refund.
Generally speaking, having a 30 day return policy for clothing can make a difference in your sales. Buyers want the option of returning if something doesn't fit. Personal/business decision that's up to you. Just giving you feedback to consider.
toomuchstuffagain35
·2 years agoI'd be surprised if a dress like that didn't have a couple of minor snags (and it will probably have more after it's worn again). It's the nature of the design/fabric.