I need some advice. Top Rated Seller/100% feedback, with customer reviews raving about fast shipping times and quite often stating item was as described, and sometimes even better.
Customer purchases shoes that have very clear photos of every side/angle possible, including inside and tag. Photos are of the best quality (eBay actually lowers the quality of our photos after we load them to meet their system limitations) and all details are visible. Nearly two weeks later opens a claim for a return claiming that the shoes are more worn than expected and that we did not describe the shoes accurately. When asked to send photos of the shoe to show what they are referring to specifically, they send photos of the factory glue line of the shoe, as well as a slightly worn spot on the edge of the shoe heel where the strike point is. These are converse, and they are in great condition. The letters on the insole haven't even begun to wear. It also obvious that this customer has been wearing the shoes based on the condition of the sole versus when we photographed/sent it.
Our listing clearly states that we don't accept returns - so people make up something fictitious to try and return it (I noticed that buyer/sellers often do this because they are familiar with the rules more than just buyers). I would like some advice on how to handle this. I feel like just allowing people to do this sets a standard for them to continue doing it, and it's not fair to sellers. Another part of me feels like eBay tends to side with buyers simply because they instead just encourage you to take a write off for it. And still, it sets a precedent with buyers that if they buy something that is non-returnable if they just lie and say something is defective about the item/transaction they'll get away with it.
How are you all handling this, and in this case, does it affect my defect rate if I accept the return, even though the two pics the customer sent show the same details of the shoe that were clearly shown in the photos he looked at when purchasing them? The transaction is over $100, and we paid free shipping, which we won't recover - in addition, by claiming that there is a defect eBay then expects me to pay return shipping as well. It's a racket. Advice please.
lady_madonna
