Is something faulty or not? Who decides?

[frostychick]

Hi folks! I feel like I already know how this will go but I’ll ask anyway haha! Sold a used (categorised and described as such too) running top a couple of weeks ago for a very low sum of money (a couple of quid). The buyer has now been in touch to say that they wore it, washed it and that some of the “ reflective decal” has come off. They have sent a picture and asked for a full refund (just via messages for now). I had washed it myself before listing and the decals were not affected. What should I do? For info they have a feedback score of 2 at 100%. One of those ratings was from me and the other from over a year ago. 

[inhawaii]

Who decides?

The buyer decides.

If the buyer claims it is "not as described" ebay will always find in favor of the buyer.

If the buyer files an official return request, you have 3 options.

1) Accept the return. Pay for the return shipping. Refund the buyer when you get the item back.

2) Refund the buyer and let him keep the item.

3) Deny the return. Ebay will eventually refund the buyer with your funds and not require him to send it back.

Because you mentioned it sold for not a whole lot of money, it sounds like option #2 may be the best choice.

Sorry this happened to you but it does happen every now and then.

[frostychick]

Yeah I thought as much. It’s an old top but she was obviously happy enough upon receipt to wear it. It’s only after washing it that she’s saying it’s faulty and now it’s effectively ruined.  I obviously can’t prove that she hasn’t put it in a hot wash or a tumble dryer but it sounds like I’ll lose out either way. I’d already told her to instigate the returns process but thought I’d ask in here anyway 🙂