Help/advice: Damaged return

[tallcathy]

Hello! I sold a pair of shoes that were in mint condition. The buyer requested a return because the shoes didn't fit. When I received the return I saw that one of the shoe backs was crushed and wrinkled. I can't re-sell these shoes for the price they were posted for before - maybe half of that. How do I handle the buyer's request for a refund? The first photo below shows the damage, and the second photo is before I shipped the shoes. Thanks. 

 

 

[theteamsetguy]

@tallcathy ,

If you are a TRS seller you can deduct up to 50% of the sales price for returns received in inferior condition versus what was sent out.

[mr_lincoln]

Hi @tallcathy 

Here is a link to Seller Protections on eBay for TRS (Top Rated Sellers).  Seller protections | eBay

Items returned in a different condition allows Sellers to withhold the original shipping and up to 50% of the item price.  

First thing to do is Report the Buyer via the link on the Sold item.  

[dolcetreasures]

Sorry but that’s a natural fold from someone trying them on. It’s unavoidable in retail with some materials. You can’t deduct because there’s a fold on the material.

You can sell them in the same way you just sold them, just include a picture of the fold if you want or put a caveat, it’s not a big deal. Anyone expecting factory fresh on eBay is out of their minds. 

[kensgiftshop · Accepted solution]

If you were a TRS or offered free returns, you could deduct some from the refund.

Since you don't qualify, refund and relist.

[a_c_green]

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@kensgiftshop wrote:

If you were a TRS or offered free returns, you could deduct some from the refund.

Since you don't qualify, refund and relist.

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Maybe put the shoes into some shoe stretchers (or whatever you call those things that you put in shoes to keep their shape when stored) and see if those wrinkles will dissipate? Maybe leather conditioner as well?

I assume that really is the original pair that were sold and came back, and not a case of the buyer swapping a used pair for a better pair of the same shoes.

[bonanza125]

You could try to deduct for damage however expect the buyer to appeal. You are much better off to avoid the hassle and refund the buyer in full.

[bgt_masters_of_tiki_d]

If you don't have access to the 50% refund tool there isn't much you can do. You can try to contact ebay on facebook messenger and maybe they will do something for you. By the way your listing with the Cincinnati Reds vintage hat is actually the Cleveland Indians. 

Sorry not to have better news for your return, stuff like this happens to me all the time. 

[tallcathy]

Thanks, I'll double check this. I looked at them pretty closely but I'll look again.

[tallcathy]

D'oh! Thanks for correcting me on the Cleveland Indians hat! 

[tallcathy]

Thanks everyone. I refunded the buyer and re-posted the item for sale with an additional photo of the back. I'm frustrated but what can you do ... Have a great day. 

[mr_lincoln]

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@tallcathy wrote:

Thanks everyone. I refunded the buyer and re-posted the item for sale with an additional photo of the back. I'm frustrated but what can you do ... Have a great day. 

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@tallcathy 

You are more than weclome.

[aproudparent2010]

I would have maybe mentioned the creased back in your new listing since you thought it was significant 

[mtgraves7984]

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@tallcathy wrote:

Thanks everyone. I refunded the buyer and re-posted the item for sale with an additional photo of the back. I'm frustrated but what can you do ... Have a great day. 

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@tallcathy 

Let me qualify this as I've never purchased Birkenstocks. I also think the crease was from one trying to put them on. 

Why (in the listing sold 6/9 and again 8/2) do you have 'New Back' in the title? Was there some cobbling done prior?

Maybe throw in a shoe horn next sale.

[house*of*paws]

Hi @tallcathy 

I noticed that the shoes were sold as 'New without box' ... and I was wondering whether you shipped them in a box or envelope so that you could rule out damage during shipping.