Return request question

[sirocc34]

I sold a pair of secondhand boots that had a 'No returns' policy.  The boots were advertised as being in "good' used condition with clear photos, including the signs of wear.  The buyer yesterday acknowledged receipt of the boots but is asking for a full refund because the boots  "look secondhand". She requested either a full refund on return or partial refund and she would keep and "donate the boots". I replied to the buyer that I was happy to refund the full cost of the boots, but that I would like them returned and that she would have to pay the shipping cost. She is saying seller HAS to pay shipping and is now demanding a partial refund and insisting on keeping the boots. It's not a huge $ amount but unfortunately I am a little cynical about these types of requests. Am I within my rights to continue to ask her to return the boots and for her to pay for the shipping? I think I'm being reasonable trying to meet her half way .... or should I just open a request to eBay?

[mtgraves7984]

Am I within my rights to continue to ask her to return the boots and for her to pay for the shipping?

@sirocc34 

You are within your rights to ask the buyer to return the boots, but you'll pay return shipping for a Not as Described claim.

You're also within your rights to pay a partial refund and the buyer keeps the boots. Hope you can work it out.

[soh.maryl]

ALL eBay sellers (and buyers) need to read and understand eBay's Money Back Guarantee.

Basically, it overrides your "No returns" policy if the buyer opens an item not as described case.

In an NAD case, the SELLER pays the return shipping if he wants his item back.

". . . or should I just open a request to eBay?" What kind of a request would that be? 

[carne.kay]

It appears she is trying to say they were not as described. This does limit your options. I would accept the return and have ebay send a shipping label. If she does not return the item, you will not have to pay for the unused label. If she does return the item, report her for a false claim. The return shipping may be covered if she has a pattern of doing this, especially if the listing says you don't accept returns. Definitely block her as a future buyer. More and more buyers, who are actually scammers, are doing this just to see if they can get the item and some money too. Others are doing this because they have buyer's remorse, and they think this is a way to get around your return policy. I had one initiate the return for "not as described" before the item was even delivered. 

[carne.kay]

I looked at your listing and I don't see how it could have been misleading. You listed them as used. You described them as used and you provided a lot of good pictures. Don't be discouraged, I think you got a bad buyer.

[albertabrightalberta]

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@sirocc34 wrote:

I sold a pair of secondhand boots that had a 'No returns' policy.  The boots were advertised as being in "good' used condition with clear photos, including the signs of wear.  The buyer yesterday acknowledged receipt of the boots but is asking for a full refund because the boots  "look secondhand". She requested either a full refund on return or partial refund and she would keep and "donate the boots". I replied to the buyer that I was happy to refund the full cost of the boots, but that I would like them returned and that she would have to pay the shipping cost. She is saying seller HAS to pay shipping and is now demanding a partial refund and insisting on keeping the boots. It's not a huge $ amount but unfortunately I am a little cynical about these types of requests. Am I within my rights to continue to ask her to return the boots and for her to pay for the shipping? I think I'm being reasonable trying to meet her half way .... or should I just open a request to eBay?

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Did you point out to her that the boots WERE described as pre-owned and good used condition? 

Sheesh, can't they read? 

But as was pointed out already, if she opened a dispute for NAD (whether she's lying or not), you have 3 options: 
1. Accept the return and pay return shipping, after which buyer gets FULL refund including original shipping

2. Offer a partial, which buyer isn't required to accept and buyer keeps item

3. Issue a full refund without requiring a return.

You have to decide how you want to handle it.

ETA: I'm guessing that the real reason for wanting to return is because they don't fit. But in that case, if you accepted the return, she'd pay return shipping and you'd also be allowed to keep the original shipping.

[wastingtime101]

Sounds to me like she's fishing. I would stick to "return for refund." Don't do anything unless she opens a formal return request.

I would go to your orders page, find the transaction and hit the report buyer button under the actions drop down. Choose the option that says buyer is demanding something not included in the listing. When that expands choose the sub-selection that says demanding partial refund. In the comments box write:

Buyer is demanding a partial refund and to keep the boots. She's upset they're preowned, but the boots were clearly depicted and described as preowned in the listing and condition fields.

[sirocc34]

Thanks everyone. Your information and suggestions were much appreciated, and helpful. 

Cheers!