Buyer wants to return after attempt to clean - how to handle?

[vintageista]

I recently sold a pair of vintage shoes, stated that there were some "marks" on the lighter-color suede portion of the shoes, but no other flaws, buyer has ask for a full refund including shipping, which would mean me paying over $20 postage for a $17.99 purchase. This is the exact communication that she sent:

"I overlooked the dark areas in your photos, because the shoes are so cute and because you said there were no flaws. The shoes arrived so soiled that I tried to clean them. When I did, I realized that some of the darkness that appeared in your photos looked like smudges that result from cleaning attempts. My attempts to clean the suede hurt rather than helped. The shoes are not usable."

What is the best way to handle this situation? Keep in mind these are vintage shoes, the shoes were very wearable if you did not have the expectation that they would look like brand new, although stated otherwise. After her attempts to clean however, they may very well be unusable. Should I ask for pictures? Call eBay? Opinions please, thanks! 

[whatmorefabric]

I always call Ebay first and ask for their help.     This puts the claim on the record.     They have altered the shoes by cleaning and I would point this out.

I would contact the buyer and tell them that you have contacted Ebay about this.   I would tell them that you are sorry but  you cannot accept the return because  they have altered the item by cleaning.

Tell them that you did not attempt to clean the shoes but that  Suede shoes should be cleaned with sprinkling cornstarch on them and let them sit,  than brush off with a suede wire brush.    They might want to try this.

[siayan]

Did they open a return? If not you could explain they altered and do not take a return on altered items or you can ignore.

If they opened a claim you should be able to call and close it because it is altered.

[tunicaslot]

Listing does state no flaws or stains - I would have taken close ups of the areas as we don't know if it's just dirt or are indeed stains. I side with the buyer on this one.

[jklfindings]

Whether the listing was inaccurate or not, the fact stands the buyer altered the item.  When the buyer received the item they should have filed a SNAD, not tried to clean them.  EBay should side wih seller unless we are missing some info.

[tunicaslot]

And the seller will win due to that - but ethically - you should not describe something as no stains and no flaws unless that item is just that. We complain about not having buyers here and but then don't describe our items correctly.

I've known the OP for years - she's a great person who cares about her buyers - and we all make mistakes with descriptions or missing something -  but the "small spots" and the fact we don't know what they are or if it could be cleaned should have had more emphasis put on it. 

[siayan]

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@tunicaslot wrote:

And the seller will win due to that - but ethically - you should not describe something as . They actuallyo stains and no flaws unless that item is just that. We complain about not having buyers here and but then don't describe our items correctly.

I've known the OP for years - she's a great person who cares about her buyers - and we all make mistakes with descriptions or missing something -  but the "small spots" and the fact we don't know what they are or if it could be cleaned should have had more emphasis put on it. 

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I have to kind of agree on this. They look a little dirty in the pictures.

[turquoisetulips]

What is the best way to handle this situation? Keep in mind these are vintage shoes, the shoes were very wearable if you did not have the expectation that they would look like brand new, although stated otherwise. After her attempts to clean however, they may very well be unusable. Should I ask for pictures? Call eBay? Opinions please, thanks!  Vintageista ----  

Vintage items are sometimes tricky to sell unless they've been carefully wrapped and stored since '' birth '' . Otherwise  there's usually a flaw or two . I assume you personally did not cause the marks  on the shoes ? if so ,,then you couldn't have been able to identify  what made them or what they were . However since you did disclose the marks  in the listing and now the buyer has improperly cleaned the shoes rendering them unwearable ,, IMO  you're safe and should not be required to do a refund . I would call e bay  just to make sure though . If e bay does decide in your favor ,, I would suggest you offer the buyer a discount on another item ,, just to try and make her feel better . Good luck 

[*madison]

The shoes are very grubby I can see it in the pics, but your description mislead the buyer.

Let your conscience be your guide.

[sodelight]

So she failed to read the description or observe all photos. Alters the shoes to an unusable state by "cleaning" and expects your to cough up the money for it! Wow! I don't think so.

Wait for her to open a complaint, then phone ebay pointing them to her message stating she has altered the shoes. A buyer is supposed to return an item in sold condition. She can no longer do so, they need to close an opened case in your favor based on this. It would be different if she had contacted you prior to her cleaning attempt, but she didn't.

BTW, don't ever state there are no flaws on an item. What may be flawless to you, may not be to a buyer. They can easily use this against you.

[sam9876]

I would issue a full refund and not make the same mistake again.

[chipper01work]

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@sam9876 wrote:

I would issue a full refund and not make the same mistake again.

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I can't find the listing on my phone to view it but if the marks were not disclosed in the listing, then I'm with Sam. OP if you sent a snad item to your buyer I would refund and tell them to dispose of them. They are not worth the return shipping. 

[vintageista]

Thank you all for your input to this matter! It is always interesting to see the various ideas that other sellers offer, some very positive & others bordering on the offensive! Mostly, I chalk up the later to not being knowledgeable about selling vintage items, which are a different kind of animal (so to speak) and sometimes not well understood.

[postingid2017]

If she attempted to clean them and they are not in the "same" condition as they were when sent, she may be out of luck, however, with the 30 Day Return Policy, how would that affect the return?  

While I do see some soiling, IMHO they are not "so soiled" as the buyer stated.  She should not have cleaned them.

[tweetystwades]

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@vintageista wrote:

I recently sold a pair of vintage shoes, stated that there were some "marks" on the lighter-color suede portion of the shoes, but no other flaws, buyer has ask for a full refund including shipping, which would mean me paying over $20 postage for a $17.99 purchase. This is the exact communication that she sent:

"I overlooked the dark areas in your photos, because the shoes are so cute and because you said there were no flaws. The shoes arrived so soiled that I tried to clean them. When I did, I realized that some of the darkness that appeared in your photos looked like smudges that result from cleaning attempts. My attempts to clean the suede hurt rather than helped. The shoes are not usable."

What is the best way to handle this situation? Keep in mind these are vintage shoes, the shoes were very wearable if you did not have the expectation that they would look like brand new, although stated otherwise. After her attempts to clean however, they may very well be unusable. Should I ask for pictures? Call eBay? Opinions please, thanks! 

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I wanted to take a peek at the listing, but I can't find them in your sold listings. The only suede shoes I see are the brown boots, are those the ones you are talking about?