Buyer asked for refund based on description

[bncbaseball]

I bought some Brooks shoes at Academy maybe 6-7 months ago.  Ended up not using them.  Never wore them.  Listed and sold them as NWOT and no box.  Took what I thought were decent pics.  Sold them and buyer is now asking for a refund due to "clear signs of use".  I only got like $35 for them, so if I am out shipping there plus return shipping I'll basically have lost 100% of my profit on this.  How can I avoid ebay approving a return based on incorrect buyer input that they show signs of use?  

Item number 126809308512

[mantle1951]

Not much you can do, issue a label when buyer files a claim so you can get shoes back and try to sell them again OR issue refund and tell them to keep shoes good luck.

[iamcara]

try your best

[bonanza125]

This has happened to me before. Unfortunately you need to issue a refund upon return of the shoes and sell them to someone else. The issue selling shoes or clothes online is that they may either be not to the buyers liking as far as condition or they may not fit. The buyer can return them for a full refund and you are out as the seller money for shipping cost. I would say due to the cost you might want to consider donating them to charity.

[12345jamesstamps]

Maybe do a partial refund...cost of return shipping plus a little more.

I did see a little wear on the side of a shoe in a photo.

I feel buyer wants a partial refund and doesn't really want to return them.

Heck, the are shoes are to wear so they will eventually get more wear.

Ask what would be a partial refund to make the buyer happy.

Work with the buyer.

This is one of those picky picky buyers.

[iamcara]

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@bonanza125 wrote:

This has happened to me before. Unfortunately you need to issue a refund upon return of the shoes and sell them to someone else. The issue selling shoes or clothes online is that they may either be not to the buyers liking as far as condition or they may not fit. The buyer can return them for a full refund and you are out as the seller money for shipping cost. I would say due to the cost you might want to consider donating them to charity.

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based on the importance & legitimacy of the reason being given for the return I would contact customer service repeatedly until they decide the case in your favor.

if the buyer wants to return an item because you have returns on, then sure you should refund the buyer and even maybe let them keep the item

however if it is clear to you that the reason for return is faulty or suspicious it is your duty to contact ebay until the problem is resolved in your favor regardless of the lackadaisical efforts of most sellers when it comes to INAD cases

[itsjustasprain]

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@iamcara wrote:
however if it is clear to you that the reason for return is faulty or suspicious it is your duty to contact ebay until the problem is resolved in your favor regardless of the lackadaisical efforts of most sellers when it comes to INAD cases

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@iamcara : Speaking of INAD cases - we are STILL waiting for you to report on your own INAD case involving the ring. Presumably you have opened the returned box by now. Was the ring in it?

[sextons-sweet-deals]

I see no issues in the photos in the listing. 

Curious what your buyer's profile looks like.  Also sounds like maybe the buyer is just asking and has not opened a case. Let them ask all they want until they open a case. 

[soh.maryl]

Most sellers of any experience at all have discovered that eBay is pretty heavily biased in favor of the buyer.

If/when that buyer opens an NAD case, you will have no choice but to send a return label and refund upon receipt of the return.  Please read the MBG for reference.  

[kensgiftshop]

If you want them returned before refunding, accept the return and provide a shipping label.

[inhawaii]

What I would do...

If you can both agree on a partial refund, that's what I would do to avoid a return.

If not, then tell the buyer to initiate a INAD (item not as described) return through ebay.

You will end up paying return shipping and you will have to fully refund the buyer when you get the shoes back.

Good luck.

[bncbaseball]

They have formally requested a refund based on item not matching description (their request says the shoes show "clear signs of use").  I asked if they could send more detailed pics with the "clear signs of use" so I could determine if this was a shipping issue as I know the shoes were never worn.  They just replied and said they were disappointed in condition and wanted a refund.  That's not a justifiable reason unless they're willing to eat the cost of shipping both ways (which they are not I assume).  I asked buyer if they wanted a partial refund and they have not replied.  I assume this was just them taking advantage of the apparently buyer-friendly ebay rules which will result in me selling a lot less stuff on ebay if true.  

[bncbaseball]

How do I contact customer service on this?  Every time I click contact customer service it takes me to their help articles.  

[bncbaseball]

If I donate to charity at this point, I will have paid to ship them out, and ship them back, and received nothing in return.  Just giving in to an unreasonable seller request is not something I am interested in.

That said, will the seller be able to leave feedback if I offer the full refund?  Will I be able to leave feedback for them?  

[bncbaseball]

Shoes cost $10 to ship out and will cost same to ship back.  They only sold for $35.  

Buyer isn't responding in plain english and has a very non-american name so I assume there is some kind of language barrier.  Or they're being intentionally difficult just hoping I'll offer them a partial refund as a discount.