Buyer files return on item claiming not as described.. feels like the bag in picture is larger.

[yourpersonalcloset]

Hello sellers!

We we just received a return request for a Kate spade tote and the buyers claims that the item is not as described. We state that the tote is a small tote, and include the following information in the description:

KATE SPADE NEW YORK
SMALL RYAN TOTE in Watermelon/White, Light Blue/White, Navy Blue/ White
FUN SUMMER BAG in SIMPLE STRIPES
PRODUCT DETAILS:
Grainy vinyl with leather handles
Gold tone hardware
Signature spade charm
Double handles, 8.25 inch drop
Top dog clip closure
Inside zipper pocket
Inside slide pocket
Unlined
Approx: 13 (L) x 9 (H) x 4 (W)

As as you can see, we state the bags approximate demensions which are the maximum dimensions of the bag.

Here is what the buyer said in the return:
Comments
I felt like pictures showed a bigger bag and in the description, the length was the top and not the bottom dimensions which was a little confusing. Overall, I thought this was a larger bag.

How should I handle this particular request? I am not sure exactly how the item is not as described..

How can I prevent this type of issue happening again in the future?

Thank you for all your help!

[daveroo]

My first thought is the buyer is fishing for a partial refund.

If it were me I'd ignore the message.

And DEFINITELY ignore a request for a partial refund.

If the buyer opens a case through the Resolution Center supply eBay with any information they request.

DEFINITELY use the "Return for Refund" option if eBay finds for the buyer.

It's a coin flip as to which way eBay would rule.

[bubbleman2010]

Nothing you can do except have them return it and nothing you can do from preventing it from happening in the future...

[xgoblazersx]

You need to use the options that say, "bag height, strap drop, length, depth".  I've never had a return/issue with a purse because I fill these boxes in to tell the buyer exactly what the measurements mean.  Honestly, your measurements are vague and the pictures don't tell the buyer much.  The model's arm makes the bag look much bigger.  This is another reason why you need to not use stock pics.  The buyer may have a remorse return, but their concerns are valid.

[copper.boom]

@yourpersonalcloset In the future you need to provide better measurements. My guess is that bag is approx 9"L across the base. So in a future listing you would need to say 9"L across base, 13"L across top. If you only provide the larger measurement it's almost guaranteed somebody will buy it and say they thought it was larger.

[yourpersonalcloset]

I should have mentioned that in addition to the description, we fill out all of the dimension fields when listing an item. The photos are taken by us, not stock photos, we try to take straight on photographs of the item in order to prevent odd angles skewing the bags proportions. Is there a better way to photograph these bags? I'm not a professional photographer.

[classic_luxe]

Since you have the specific dimensions and photos I would fight this one, pointing out to eBay that you provided the dimensions of the tote bag so that there would be no confusion as to it's size. I have won the 2 "remorse" returns that buyer's tried to make very similar to this one. Good luck and be persistent! 

[xgoblazersx]

---

---

---

@yourpersonalcloset wrote:

I should have mentioned that in addition to the description, we fill out all of the dimension fields when listing an item. The photos are taken by us, not stock photos, we try to take straight on photographs of the item in order to prevent odd angles skewing the bags proportions. Is there a better way to photograph these bags? I'm not a professional photographer.

---

I'm not a professional either.  I think the problem is, you're trying too hard with the pictures.  That looks like a stock pic that you pulled off of a website which, is impressive looking I will say.  I wouldn't use anyone.  Just use a nice background, and you may want to include the measuring tape/ ruler in with the pictures.  I've had to do that for some buyers.  With the higher end items, you'll always run into problems with price, color, or size remorse.  If anything, it wouldn't hurt to call ebay during the week, and point this out.

[yourpersonalcloset]

Thanks, maybe we do include a tape rule photo as well with our items.

[copper.boom]

P.S. Comparing to the dimensions provided of the tote, I have to wonder if you model is a kid/teen? Or is it an adult who is really really slender?

On most adult women that bag would look smaller. I'm a size Small and that bag would look smaller on me than it does in the photo provided - I checked with one of my bags that had very similar measurements.

If you're going to use a model to show the bag's scale it would help to note the model's size.

(And your photos look great, by the way.)

Adding to what I said in my above post, if somebody was buying a bag based on measurements to use as a school tote (just an example) and they thought they could fit their books/laptop based on a 13"L. They receive the bag and find the base only accommodates a 9"L then the buyer really would have a valid claim about size due to measurements incomplete & therefore misleading.

I'm not saying the buyer in your case is right or wrong (and I'm not a fan of the it "seemed" bigger/smaller argument when measurements and size reference are provided), I'm just offering some advice for providing a bit more info in the future & some reasoning behind it. 🙂

[buyselljack2016]

zg   has the answer.

Along with all the other great stuff you do....    add photos with a measuring tape/and or ruler.

Cannot dispute the tale of the tape.   They will then have to come up with a better reason.

[tunicaslot]

I agree both your pictures and the item are beautiful but the confusion at least with this buyer is that they thought the one measurement was the bottom length. Since the purse is wider at the top and narrows down - put in both measurements.

I could read your description just fine - but there are always some people.....

[d-k_treasures]

It would be kinda cool to have an option in the camera that would insert a light grid of 1" squares onto the photo based on the distance from the camera to the object.

I always wanted a camera/printer combo to take a photo of an antique, enter a price and short description, and print a thumbnail photo, price, description, and dealer code out on a card to tag the item with - right at the shop.

[getitright1234]

---

@yourpersonalcloset wrote:

Hello sellers!

We we just received a return request for a Kate spade tote and the buyers claims that the item is not as described. We state that the tote is a small tote, and include the following information in the description:

KATE SPADE NEW YORK
SMALL RYAN TOTE in Watermelon/White, Light Blue/White, Navy Blue/ White
FUN SUMMER BAG in SIMPLE STRIPES
PRODUCT DETAILS:
Grainy vinyl with leather handles
Gold tone hardware
Signature spade charm
Double handles, 8.25 inch drop
Top dog clip closure
Inside zipper pocket
Inside slide pocket
Unlined
Approx: 13 (L) x 9 (H) x 4 (W)

As as you can see, we state the bags approximate demensions which are the maximum dimensions of the bag.

Here is what the buyer said in the return:
Comments
I felt like pictures showed a bigger bag and in the description, the length was the top and not the bottom dimensions which was a little confusing. Overall, I thought this was a larger bag.

How should I handle this particular request? I am not sure exactly how the item is not as described..

How can I prevent this type of issue happening again in the future?

Thank you for all your help!

---

Include a (tape measure ) in your pictures of  the length, width, height and depth.  

[highdesertart]

I have sold bags here before and to prevent a similar thing from happening again, it's best to put in as much info as possible on a handbag.  I recommend:

1) ALWAYS use a ruler with your photographs. That is the best way to show (almost) exact measurements, and, the buyer can't say they didn't know how big the item is.

2) Even though you did have  the right measurements, you have to list all measurements, for example 13" long at the longest point at the top, and 10" long at the bottom (as you found out with this particular customer).

3) When explaining the measurements to people, I've said things like "these measurements are approximate and can be slightly different depending on what / how many things are put inside the bag", especially for example, a hobo bag. 

4) Adding to the hobo bag (should you sell them), I always like to "remind" people that these types of bags are often not structured and I would say "this is not a structured bag, and the measurements or look of the bag can change once contents are inside".

 As for this particular customer, even though you didn't have the top and bottom length on  both places of the bag, you had a lot of information on the bag specifics and she could have asked you questions on measurements, but overall I'd say your description is very clear, and that 13" across pretty much explains the length of the bag.  The photos clearly show that the top is wider than the bottom.  I would not refund this person.  I hope this helps!!