Help! Buyer is trying to return an item because it "was not as described"

[lifetimefireandflames]

Here's the situation: I sold a pair of sneakers a few days ago and I listed the item as "new without box". I had re-laced the sneakers, but never tried them on. The insoles of the sneaker still has the original size stickers. The sneakers were delivered to the buyer and now he is sending me pictures of the insoles, showing 3 small hairs claiming that they are dirty and have been tried on. He is demanding a partial credit or threatening me by opening a claim in the resolution center. My listing stated clearly I accept to returns, refunds , or exchanges, but based on other posts it doesn't matter since ebay's TOS supersedes what I state. I refunded the buyer 20%, not including taxes and shipping, did I do the right thing?

[katzrul15]

You refunded 20% for 3 small hairs?

1.  BBL this buyer

2.  REPORT this buyer from the transaction view drop down menu for Return abuse.

What shoes have never been tried on?  Any shoe store has the potential for shoes to be tried on.  Did your listing state new, never tried on?

Wow.  Just wow.

How much was 20%?

[katzrul15 · Accepted solution]

@lifetimefireandflames 

Found the listing - it does state "never tried on" in the listing.  Hairs could be there from improper storage, etc.

For $214 sneakers, am guessing 20% was necessary to save your sale.

Your TOS violates e-Bay policy.  You cannot tell a Zero FB buyer they have to contact you to seek/obtain permission to bid or buy.

[inhawaii]

Some sellers refuse to do a partial refund.

They demand a return and a full refund.

I will do a partial refund if it costs me less than a return.

If your customer is ok with it and you're ok with it, you did the right thing. 

[lifetimefireandflames]

Okay, I guess I did the right thing to save my sale. I'll change my TOS so it complies with ebay policy.

[mkaczorsee]

I would not have refunded without a return.

20% is way too much for a couple hairs (that could have been theirs!)

[lifetimefireandflames]

Thanks, I had already gave a partial refund because I didn't want to go through the hassle of a full return. I'm going to learn to be more stern next time. I just started selling so this is a lesson I had to learn the hard way.

[lifetimefireandflames]

The customer wanted a partial refund from the beginning and I initially wasn't going to do it, but I got scared by them threatening me to report me and forcing me to do a return and refund. I'm upset that I had to do this and I was basically extorted.

[reallynicestamps]

The demographic for criminals is males 15-35 which overlaps the demographic for sneakerheads.

You do have to be "stern" ( I like that word!).

No refunds without return as a policy often just discourages someone looking to get a partial refund to cover costs that most buyers (no matter how honest) feel are unnecessary, like sales taxes and shipping.

"I regret you are unhappy with your purchase. Please return the shoes for a full refund."

It's a mind game, and you may /probably will have to pay for return shipping.

@inhawaii makes a good point about that though.

Voluntary settlement of a customer complaint does not hurt you.

[lifetimefireandflames]

Thanks for the advice. I was scared and didn't want to lose the sale I made. I also didn't want to spend the time and effort dealing with the return process. I'll be sure to add the "no refunds without return" in future listings.

[inhawaii]

We're here for one thing and one thing only, to make money.

Figure out what a return would have cost you.

Figure out what the partial refund cost you.

Which ever one cost you the least amount  of money

was the right thing to do in my opinion.

[lifetimefireandflames]

Thank you for the advice. A partial refund was the best option for me, knowing I would have to spend extra time and money if the buyer reported me and returned the sneakers back. If that happened, I would have lost even more. This was a hard way for me to learn a lesson when selling.

[frodobagginskennedy]

return for refund - rinse and repeat.

[lifetimefireandflames]

Thank you, I'll be sure to keep this in mind when selling from now on.

[withthebuisnessscollectibles]

Your really aren't going through it to bad on this customer. They get worse and creative. Honestly you wouldn't go through this if you labeled the condition used because you,re buyer has the right to complain do to your error. However have him send you pics and explain to ebay his complaint is not part of your responsability your covered.Customer wasn't satisfied do to your lack of description or accuracy. Also it is the customers reasonability to ask questions for details when labeled opened box