Issue with a return request

[easecart]

Buyer claims stain

Hello fellow eBayers,

Hopefully you all can shed some light here. On 02/07 a buyer purchased a Peter millar New with tags pullover and received it on 02/10. Today he opens a return request stating that the shirt arrived stained on the waist and sleeve. Upon checking his photo (I asked for better photos so I can compare and also want to confirm tags are still attached as that would waive the return policy) I don’t see those stains in my listing. Of course I explained that we confirm item is as stated before shipping but this seems odd. Awaiting his response for more photos. What would you all recommend? Any idea what I could do? Am I screwed? Thanks all!

[krazzykats]

Tell your buyer to open a returns case and Return for a refund. 

How to handle a return request as a seller | eBay

[lakefor94]

If the buyer opened a INAD return case and is claiming stained, then it is stained.   The photos he sends do not mean anything as far as the return case.

[reallynicestamps]

Even if you have a No Returns policy, you are entitled to demand the return of the shirt before refunding.

"I regret you are unhappy with your purchase. Please return it for refund."

Since the buyer has opened a Claim, you will be required to buy and send a Return Shipping Label (RSL).

Do it.

If he returns the shirt, refund, relist, resell.

If there really is a problem with the shirt, refund. If you can fix the problem do so, relist, resell.

If he does not return the shirt, do not refund. He loses the Claim and cannot leave feedback. The cost of the RSL will eventually be refunded to you.

Don't make eBay get involved. At best eBay will pay for the RSL and charge you. At worst eBay will refund the buyer and let them keep the shirt.

If eBay gets involved you get a Defect. That would be more expensive in the long run than losing the Claim and the shirt.

Be calm,polite and professional. You want to get the shirt back in saleable condition and scissors exist.

[kensgiftshop]

It shows you provide free returns.

Tell buyer to return for a full refund.

[mtgraves7984]

I asked for better photos so I can compare and also want to confirm tags are still attached as that would waive the return policy

@easecart 

Uh... no.

[fashunu4eeuh]

Your listing for the pullover offers Free Returns.

This means that you accept returns for any reason. The buyer does not have to prove anything, does not have to provide pictures. Sellers with Free Returns do not get to pick and choose when to honor the listing’s stated policy.

@easecart wrote:

”…also want to confirm tags are still attached as that would waive the return policy)…”

No, this is incorrect. While it is true a buyer should not alter an item when planning to return it, this matter of a stain changes the game, so to speak. There was undisclosed damage. It renders the point of whether the tags are on or off, as moot. 

Asking for more pictures when you have Free Returns sends an unspoken message to the buyer that you believe there is room for doubt regarding his veracity. It is quite unlikely that this is some kind of scam because your listing guarantees an automatic acceptance for a return, with return shipping costs being paid by the seller. The buyer has no need to lie.

[soh.maryl]

Sorry, but "better  photos" or tags attached or unattached do not make any difference in your situation.

If/when the buyer opens a case, you are obligated to send him a prepaid return label and to refund in full when the item arrives back.

ALL sellers need to become acquainted with the Money Back Guarantee.  Have you done so?  

[fern*wood]

Since you offer free returns, you should have some limited protection if it arrives back not in the original condition, but you need to stop trying to have them prove something.  That will just get your shirt damaged, when it might be just fine and all they want to do is return it.