How would you handle this? Do I give up on my principles?

[iamalwaysright]

First off, I never issue partial refunds. By never I mean like 98% of the time, haha. Because honestly no rule is absolute and I have been known to offer a partial when I feel the buyer is legit and the issue is caused by seller fault.

So I sold a shirt to someone who absolutely needed it to wear on Tuesday. After I shipped it he was already complaining about the ETA changing, claiming I didn't ship it yet and threatening to return it saying he doesn't need it if it arrived after that day. I explained to him how ebay generated ETA operates as well as USPS, and that his shirt was shipped out as promised in 1 day. 

Lo and behold he received the shirt on Saturday. Now he's complaining about the thickness of the shirt. The listing doesn't mention anything at all about thickness or weight. And it has a simple photo similar to this

His message was "Hi there I received my shirt. I know you offer free returns. I'd keep it if you'd consider at least a $5.00 credit? I'm sad with the material. The shirt looks thicker in the pictures and what I got was pretty thin. I rather doubt it will hold up after a few washes. I wanted it to wear on Tuesday, so this is why I'm asking if you'd consider a credit?"

Key points in his message that I think need analysis/consideration.

1) He knows I have free returns

2) He's asking for a credit straight out

3) He's sad with the material (100% cotton) that was clearly stated in the listing

4) He's claiming that the photo displays some sort of thickness to the shirt

5) He's claiming to know the durability of the shirt (then again, I can't control how people wash their clothes)

6) He seems to only intend to wear this shirt one time (Tuesday)

Given this situation, how would you handle it? I think this one is trickier than my usual issues because of a few factors. Any thoughts, tips, advice, insults, etc are welcome. Thanks

[iamalwaysright]

Lol wow that was the quickest NOPE I ever got. Here's ebay's response in their rejection.

"Our decision
We reviewed the feedback and can see that the buyer found an issue with the item that wasn't described in the listing.
For this reason, the feedback was not removed. Just so you know, this feedback will not impact your seller performance level."

So I guess the AI reviewer is hanging on the fact that my listing/photos don't show how thick/thin this shirt is. Or at least not that it's "wrong" that I didn't disclose that, but rather the buyer thought it was "wrong" that I didn't... which is basically what matters to ebay.

I'm basically a professional t shirt wearer and they seem pretty average thickness to me. Everyone's measuring stick is different here as I've actually gotten feedback from buyers commenting on how well the thickness is. Coincidentally though I have a different buyer who complained about the thinness of the shirt too. I thought it was strange how I've gotten two of these complaints so close together. But I really didn't give it much of a second thought as it's just two complaints out of the thousands I sold.

[mam98031]

You are correct.  AI clearly reviewed it because of how quick they got back to you.  But sometimes it is reviewed by a real person.  If so it takes more time to review and then inform you of their findings.

That is why doing this is important.  The next thing to do is to Appeal the decision, which has mixed outcomes.  In your case, unless you can find a reason that the feedback violates policy, it will just be a waste of time to contact Ebay.  I can guarantee you that Ebay is not going to remove that feedback just because you say the shirt was thicker than the buyer is portraying.  

[adamcartwright]

@redmodelt 

There was a secretary in our office, an older lady, who wore a fancy beaded/sequined dress to a Christmas party and proudly pulled out the tag tucked behind her neck to show us she planned to return it the next week. 

[iamalwaysright]

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@adamcartwright wrote:

@redmodelt 

There was a secretary in our office, an older lady, who wore a fancy beaded/sequined dress to a Christmas party and proudly pulled out the tag tucked behind her neck to show us she planned to return it the next week. 

---

Then the office drunk puked on her. "No problem I'll just return it as not as described."

[mtgraves7984]

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@adamcartwright wrote:

@redmodelt 

There was a secretary in our office, an older lady, who wore a fancy beaded/sequined dress to a Christmas party and proudly pulled out the tag tucked behind her neck to show us she planned to return it the next week. 

---

@adamcartwright 

Ick. She probably reused her stockings on her fireplace mantel on Christmas Eve, too. 🤢

[babyers88]

Issue a $5 refund, block them and then if they later do a return that's $5 less you have to come up with.

It's not worth the hassle or potential trouble.

then you never have to deal with them again and life goes on

[gurlcat]

Sellers giving in to partial refund scammers to avoid "hassle" is why we so often face the hassle of partial refund scammers.  You're teaching them that it's worth trying, so they figure why not try it every time they buy?  

[adamcartwright]

@mtgraves7984 

She was a very creepy lady, which is why we all just smiled and nodded when she showed us the tag of her dress.  She could have been a horror movie character.

[babyers88]

that's kind of jumping to conclusions.....

reading thru you can see where this went, even though they got a full refund and the product

The feedback was probably left out of spite.

After some thought for a $20 shirt I probably would have just sent a full refund no questions asked and said I am sorry the product did not meet your expectations and I have sent you a full refund. right off the bat and ended it clean right there with a follow up buyer block after about 2 days in case they ask do you want me to send it back? no need,  you can donate it to a homeless shelter or simply dispose of it, have a nice day.

wouldn't be the first time and won't be the last.

It's a nice clean break

And I am only saying that because it is a cheap no break the bank item, if it was a $300 pair of jeans, then by all means get that return started stat!

[gurlcat]

🤣  I don't believe for one second you would throw $20 away like it's nothing, but I get why you're claiming that.  Nice flex.  Or attempt at flexing anyway.  

[thehustlebee]

Honestly, sometimes it’s not worth the back-and-forth.

Even when you’re in the right, some buyers will find a way to make things complicated. Protect your peace. If it’s not a big loss, refund, move on, and focus that energy on better buyers.

Not every hill is worth fighting on.

[gurlcat]

Who said anything about back and forth? 
 "I am sorry for your disappointment.  Please return the item for a refund."   
DONE.  

[albertabrightalberta]

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@babyers88 wrote:

Issue a $5 refund, block them and then if they later do a return that's $5 less you have to come up with.

It's not worth the hassle or potential trouble.

then you never have to deal with them again and life goes on

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It's a good idea to read the thread before posting.

[iamalwaysright]

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@albertabrightalberta wrote:

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@babyers88 wrote:

Issue a $5 refund, block them and then if they later do a return that's $5 less you have to come up with.

It's not worth the hassle or potential trouble.

then you never have to deal with them again and life goes on

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It's a good idea to read the thread before posting.

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😂

[grand-and-glorious-purpose]

Buyers can't ask for partial refunds