Advise need.

[oksvanb-0]

Hello, fellow members!

I haven't dealt with such issue before, so your advise is appreciated!

Sold a piece of makeup  ($10 free shipping), delivered yesterday. Received a message from the buyer today that the shade of the foundation was " so dark and orange" and "I can't use this product". Attached 2 pictures of squeezed out product on their arm and fingers. The product was 1 fl oz, sold as unsealed. However 2 squeezes out of a 1 fl oz tube is a significant amount.

My question is: how do I react/proceed? No return case filed as of right now (I do not accept returns unless item arrives damaged, etc, which hasn't happened yet), just a message about the shade.

[inhawaii]

I would (nicely) explain that you can not accept the item back for obvious reasons.

Hopefully they will leave it at that.

If they do file an official INAD (item not as described) return,

I would just refund them, let them keep the item, and block them.

[sextons-sweet-deals]

Wy would anyone buy makeup online without already knowing exactly what they are looking for? Brand, color / shade, model / product number. 

1 oz. tube with free shipping for $10 and the buyer sends you a photo that sounds like the tube is probably now empty. 

I would agree with inhawii. Maybe toss them $2.00 refund, entertain blocking, and move on. 

Good luck.

[stainlessenginecovers]

The customer would have no way of knowing the shade UNTIL they squeezed it out. It's just a part of you doing business and if you can't sell it, best to just refund the customer and not have them ship it back (especially if they open a 'not as described' return which will force you to  pay for the shipping and if you then 'opt' to just refund without them returning it, that type of return is a ding to your seller metrics. Get too many of those and you will be paying a penalty on every sale (adding 6% to the final value fees). They may even be happy you stand behind your products since what you sell is a 'repeat' business type thing. 

[bamorris]

Just to echo what most of the previous responses have stated...

Apologize to the customer that they aren't satisfied. Refund the customer. Tell them to keep the makeup for their trouble.

"Sorry you weren't happy with the makeup! I can refund your purchase, but since the makeup has been used, I cannot accept the returned product as I cannot resell it. Thank you."

Then refund the customer and add them to your blocked buyers list if you suspect this is return fraud.

That's about all you can do. I wouldn't fight it or make a big deal of it over 10 dollars shipped.

[atlasesattic]

I had the same thing happen to me recently, the buyer bought some foundation from me...she contacts me saying that it looks terrible on her and asked if she could return it for a refund, I told her she already opened it and so I can't sell it now, at first I told her, fine just ship it back to me, I'll use it myself, but then thought about it some more and was worried she would leave me bad feedback for her mistake, so I just refunded her and blocked her...I have 100% feedback and didn't want that ruined over a 15.00 item....any of my other stores I would of refused it, but we have our hands tied here on ebay on dealing with this, so not to get negative feedback us sellers always have to be the ones to surrender out of fear...not right but nothing we can do.

[caldreamer]

No such things as "no returns".   EBAY Money Back Guarantee (supersedes your "no returns policy") and allows customers to return items by claiming "not as described, defective, counterfeit" (you would be forced to refund purchase price + shipping BOTH ways).   Customers are NOT required to prove their claim.

Customer always win (you have to choose your battles and decide if this is worth a fight).