Buyer asking if they should open and INAD

[dwyck909]

I sold a pair of sandals and the buyer messaged me that they were a wide shoe and that info was not in the description. It is true I did not type the words "wide" in the description, but I showed a clear close picture of the size label on the side of the box and it showed that it was a sz 9W. They asked me if they should open an INAD or how did I want to handle it. I have no problem accepting a return, I am just curious if they did open an INAD, if I showed Ebay the listing with the picture showing the size and width, would that cause the buyer to lose the INAD and I would not be liable to refund or accept return? Or would Ebay say I was required to state it as wide in the text description or item specifics and side with buyer?   Also, I accepted free returns for this. Am I required to pay the return shipping for the reason they have now given since I showed the size in the pics(imo, that is part of the item description and just as good as writing it since the words are shown in the pic)? Would any of you explain to the buyer that the size was indeed shown and ask them to pay for shipping or simply take the return and pay for shipping yourself?

[pjcdn2005]

When you offer free return shipping it is free regardless of the reason.

eBay rarely investigates nad's so if you challenged it, you are almost guaranteed to lose and end up accepting the return plus receive an unresolved case defect. If they open a return request with the reason that the item doesn't fit, it will be a regular return and won't go on your seller metrics...if they state that the item was not as described, it will show as a nad on your metrics. Either way, you will have to accept he return and pay for return shipping.

I don't think that only showing important info in the picture is ever a good decision. The info should be in the title and in item specifics, you want to prevent returns as much as possible.

[sam9876]

You are required to pay for return shipping.

[pjcdn2005]

Ran out of edit time...even if ebay's policy was to investigate snad's, you would still have to accept the return as you offer returns for any reason. They wouldn't say that you didn't have to accept the return just because the buyer didn't notice the info in the pictures.

[stanleysoverstock]

I believe if you offer free returns that the buyer may return for any reason at your expense.  It pays to be redundant sometimes in the title even if the pictures show an important detail. I suppose this is the answer you expected. Being human we learn.  I've made the same mistake in the past. You see, if you want to get into a mistake making contest with me the best you can hope for is second place. Have a blessed day. Andrew

[dwyck909]

Ok yeah I figured as much, thx pjcdn

[dwyck909]

One more thing... they asked if I would just do a return, but how is the process started? I've never done a return. Are they supposed to open a return request themselves or can I start it on my own on their behalf? Also, how does Ebay determine the cost of a return shipping label? The shipping charge I listed in the ad is a lot lower than the actual shipping cost of the label I printed. Is it automatically the same as what I charged or does the system automatically see what the real cost of the label was through Ebay shipping and recharge my account that same price for the new label? What if the buyer tries to use a heavier box and unnecessarily over stuff with heavy paper and the package ends up being a couple pounds heavier than what the label pays for?

[sam9876]

The buyer starts the return.

Don't worry about the rest. 

[dwyck909]

Can anyone give a more informative answer? I am choosing to worry about it now and get the answers so I don't have to wonder about how it works in the future as far as the cost of return labels go.  For instance, I know with Fedex, their system reweighs/sizes a package and then charges your account according to that, regardless of what you paid when initially printing the label. 

[buyselljack2016]

It is a  "return service" label, and charge will be the same as the label you sent with.

[green-night]

They asked me if they should open an INAD or how did I want to handle it.

Yes, just tell them to open a return and be done with it!    There is no upside to handling a return outside the system.

[sam9876]

It could be less.