Remorse returns?

[11hugs]

Looking for some input on this one. Been selling for 11 years and have not had this scenario happen to me. Sold a button down shirt, size XXL. Took detailed photos of the shirt and as with all my listings, use a tape measure to provide width and length. I had a gentleman message me saying:

“Thanks for the prompt shipment. The shirt is nice but it is not a xxl, it appears to have shrunk significantly. I’m not able to wear the shirt. Can we resolve this matter?”

After I replied saying that I do not accept remorse returns, because the item was properly received with measurements provided, he said:

“Sorry but the entire shirt and chest area has shrunk as well as the length in the arms. This is not a xxl as promoted. I bought 5 of these same shirts this weekend. All were in perfect condition and cheaper. Yours was the most expensive and did not deliver on being a xxl as advertised and was delivered wrinkled.”

I wrote a long, pointed response which I won’t put here. What ground does he have to stand on? He assumes a pre owned shirt should fit just as much as a new one? Why even say that? Is it normal for a shirt to arrive as if it just came back from the dry cleaners? I provided the measurements for his reference. Now it’s my fault that the shirt does not fit? What are my options? If he opens a INAD case, I’ll lose, and I as the seller did nothing wrong. Anyone deal with this before?

Thanks for the time. 

[oldwestgold]

Unfortunately, you will have to accept the return. eBay will rule that way.  I have been getting remorse returns and now deduct the shipping and insurance charges that I offer free on every listing. eBay allows it. Then I block them. Everything I sell is different from your situation as most are certified.  Good luck.

[heckofagame]

If he opens an INAD case, accept the return, unless you do not want the item back. 

[11hugs]

Thank you for your quick and honest reply. I appreciate your insight. 

[chapeau-noir · Accepted solution]

Just take the return - this kind of thing is going to happen from time to time.  46" chest is a tad small for a casual XXL, but that* has a dress shirt style tailoring and they're narrower in fit.  Bottom line is it doesn't fit the guy despite your efforts to provide measurements, and he's going to make it your problem.  When things just don't fit and the seller doesn't take returns, even for remorse, some buyers kinda pile it on extraneous detail (like price) to get their way.  But this isn't worth a fight, really.

*If it's the Tommy Bahama shirt.

[caldreamer]

When are selling clothing you have to expect returns (this is just part of selling clothing online).   If customer opens "does not fit" case (customer pays return shipping).   If they open "not as described" case (seller pays return shipping).

There is really no such thing as "no returns" because EBAY Money Back Guarantee allows customer to return items by claiming "not as described, defective, counterfeit".    Customers are NOT required to prove their claims.

[mtgraves7984]

I find that if an item sells once, it will again. Oblige the buyer and approve the Return. Get it back to list for a good buyer.

[inhawaii]

If he sticks with his "remorse" reason, you can deny the return.

If he claims "not as described", you need to accept his return.

Pay the return shipping and when you get the shirt back, refund the buyer.

OR let him keep the shirt and refund him. Either way.

If we're talking about a $15/$20 item, that's what i would do. 

[buyer-topia]

You're singin' my song. 
Under my clothing sales I.D. I have gotten a few returns like this. 
The one that irks me the most is the person that returned nearly new jeans with a LIST of complaints;

.not as described

.measurements in description wrong

.zipper doesn't work!

So-o-o I looked at her feedback LEFT and there were if I remember right 65 statements
"good seller! quick refund!" 
"so nice! took care of problem asap!"

"not a 32" waist, seller refunded" 
ad nauseum. Many statements about "these can't be a 14!!!"
I wanna say; "Yeah, honey, easy up on the cheeseburgers and pie, it's not 1998 anymore, we all get bigger!" 
Oh, wait - there was one years ago who left me a fb "These are not sage green!" ?wth?

[m60driver]

Yep, measurement shows a 46 which is not even close to an XXL.  The shirt is not as described and the tape measurement is very difficult to see.  I would just refund and abandon the shirt.  Once again, first rule of retail is to take your first loss.  Use it as a learning experience and remember that size XXL begins at 50.  (S 34-36, M 38-40, L 42-44, XL 46-48, XXL 50-52)

[chapeau-noir]

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@m60driver wrote:

Yep, measurement shows a 46 which is not even close to an XXL.  The shirt is not as described and the tape measurement is very difficult to see.  I would just refund and abandon the shirt.  Once again, first rule of retail is to take your first loss.  Use it as a learning experience and remember that size XXL begins at 50.  (S 34-36, M 38-40, L 42-44, XL 46-48, XXL 50-52)

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If it's the Tommy Bahama shirt, it is, actually, marked an XXL - OP did nothing wrong, the buyer just didn't pay attention.  You'll find as many shirts with XXL smaller than 50" as actually 50".  That's why I take returns - there's no rhyme or reason to a lot of sizing for men's as well as women's clothing. 😣

Also, the tape measure thing is not a good idea save as a sort of back up - it's hard to read.  Use it by all means, but always mention measurements in the description, as well - just a CYA.

[lonebuck-books]

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@m60driver wrote:

Yep, measurement shows a 46 which is not even close to an XXL.  The shirt is not as described and the tape measurement is very difficult to see.  I would just refund and abandon the shirt.  Once again, first rule of retail is to take your first loss.  Use it as a learning experience and remember that size XXL begins at 50.  (S 34-36, M 38-40, L 42-44, XL 46-48, XXL 50-52)

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If it were only that simple.  Every single brand has their own definition of what size an XXL is.  Heck, even the same brand can have significantly different measurements for the same size label depending on the "model" of the shirt.  (Ralph Lauren, I'm looking at you!)  In my opinion it is best practice to list using the size the tag says and put multiple measurements in the description.  Doing this greatly reduced the number of "it doesn't fit" returns I see.  I still get them once in a while but nowhere near what I used to get when I only put the size on the tag in the listing.  

[luckythewinner]

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@11hugs wrote:

Anyone deal with this before?

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Ever since the Money Back Guarantee was instituted in 2008, I suspect millions of sellers have dealt with this issue. 

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@11hugs wrote:

If he opens a INAD case, I’ll lose

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Almost certainly. 

[this*old*attic]

You’ve been doing this 11 years and you want to argue over a SHIRT?!?!

Not to mention, if it’s a brand he regularly buys he’d have no reason to measure one in his closet to compare to yours.

And, yes, presentation matters.

Let him return for refund, 🙄 

[7606dennis]

If you have your return policy set up for no returns and the buyer requests a return for a remorse reason you can deny the return.  However, if he files a NAD return you must accept the return and the return shipping.  In that case I would make sure to block the buyer so he couldn't purchase from you again.