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

[mam98031]

This is clearly someone that just wants to try and get some money out of you.  This is so clear to me.  And if I have a buyer doing something like this, I will NOT play their game.

I express to a buyer like this [even if I spend a little more as I do NOT like bullies, liars and thieves] they are welcome to Return the item for Refund if it is still in the condition it was sent to them in.  So feel free to open a Request for return and I'll take care of it promptly.

What I find is that 98 percent of the time the buyer just disappears and I never hear from them again.  Or they may try again being a bit more forceful about the $5.  And what I do is rinse and repeat my email about opening the Request for Return.  Typically they don't try a 3rd time, but I have had some pretty persistent buyers.  I simply keep sending them the same nice and polite email.  Bullies really don't know how to deal with that and they simply go away and I keep all my money.

[bonanza125]

Oh I will tell you exactly what I would do and have done in this situation in the past. Tell the buyer they have a 30 day return and just return the item which then upon return you will issue them a full refund. Once the refund is complete then just block them. If they do not escalate a case and return the item then that works in your favor. 

[iamalwaysright]

That's what I would normally do. But in this specific situation, how likely will the buyer return it after wearing it that one time on Tuesday? They already said they don't need it anymore after that day.

[winklers549]

Report the buyer also for this. Not the 1st time the buyer has done this. I have had buyers try that and respond if your unhappy with the purchase return for full refund 

[bonanza125]

Unfortunately in business in general you will get buyers who are going to take advantage of the situation. They will buy things which in this case a shirt for the sole purpose of using just once then just return it.  I would give it a 50/50 chance they escalate a case against you. Now you as the seller have the right to deduct up to 50% off the refund if you choose to if the shirt is worn or damaged in any way. Right now they are complaining about the material. As a buyer they are obligated to return it then in the exact same condition it was sent. They will pay if used or washed cause they devalued the shirt. You can't sell it the same way as it was before. Just to note situations like this is more of a minority. Majority of the time transactions go smoothly. 

[soh.maryl]

Just curious:  How do you know that "Not the 1st time the buyer has done this.".?

[mtgraves7984]

Do I give up on my principles?

@iamalwaysright

Nope. If $5 could buy them, they wouldn't be principles, now would they?

[buyselljack2016]

Let me throw this one against the wall to see if it sticks (see if it becomes a factor in the decision)

How much do they get ($) as a refund if they return a shirt that is not in the condition it was sent?

[gloryglorygifts]

I would have them open a case and issue a partial refund when you receive it. I would then block them.

Sounds like he was happy with it enough to wear it, so he is looking to get it at a discounted price now. Chances are he won't open a case as it's a bit of a hassle for some.

[meme6253]

I agree with mam98031, Just tell them they can return it if they are not Happy, Otherwise you run the risk of an NAD & bad feedback, If you ask them to return it your covered.

[mtgraves7984]

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@buyselljack2016 wrote:

Let me throw this one against the wall to see if it sticks (see if it becomes a factor in the decision)

How much do they get ($) as a refund if they return a shirt that is not in the condition it was sent?

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Good question. I don't know that this seller can make the reduction. Are you TRS, @iamalwaysright??
And a follow-up question... could you sell it for a lesser profit if it's returned after being worn?

Bumfuzzles me why people buy online when their purchases require them to 'feel' the fabric. I'm just sayin'...

[12345jamesstamps]

Wants $5.00 dollars back...seriously?

How much was the shirt?

I wouldn't do anything...not even an email.

I don't need any new pen-pals.

After feedback arrives block them.

No matter what you do you'll probably get the same feedback from the 'drama buyer'.

You give a partial refund...buyer wears it...and will return it anyway.

Heavens, it's just a shirt and needed it for Tuesday...LOL

[mam98031]

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@bonanza125 wrote:

Oh I will tell you exactly what I would do and have done in this situation in the past. Tell the buyer they have a 30 day return and just return the item which then upon return you will issue them a full refund. Once the refund is complete then just block them. If they do not escalate a case and return the item then that works in your favor. 

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I'm not sure I understand this part that I highlighted.  If the seller processes the return case as they should and refund it once the item is received back, the buyer has no ability to escalate the case.  It is never in the best interest of a seller to drag a case on long enough so that the buyer has the opportunity to escalate the case.  That will rarely turn out to me in the seller's best interest.

[mam98031]

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@buyselljack2016 wrote:

Let me throw this one against the wall to see if it sticks (see if it becomes a factor in the decision)

How much do they get ($) as a refund if they return a shirt that is not in the condition it was sent?

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That would depend on if the seller qualifies to issue reduced refunds, up to 50%.  The OP posts with a posting ID, so we can't tell if they qualify.