Buyer refuses to return item; wants me to send different size

[audclancy]

I'm relatively new to eBay and could use some advice.

I've sold a pair of clamdiggers on eBay. Unfortunately, my header said they were one size, the photo showed another size. My error--no question about it.

The buyer is very unhappy. She says I need to send her the size she ordered. I've explained that I don't have the item in another size, that I made a typo, and that even though I don't do returns I am happy to refund her purchase price plus shipping and pay her return shipping.

She just keeps saying she's not returning them.

The payment is on hold in PayPal.

Advice??

[lintbrush*]

Did she open a return request for Not As Described on eBay or PayPal?

You need to respond to either with Return for Refund.  If through eBay, a label should be made available to her and billed to your invoice when used.  

With eBay, she has 5 days to get them in the mailstream.   I don't know how long it is in PayPal.   If she won't return them, she won't get a refund.

[pingpong517]

refund them.... you won't come out good on this and you mess it up with the typo...

refund them and take your lumps....

[orangehound]

When I've had typos, I just refund the buyer ... I basically didn't send them what was advertised, so I don't believe they should have to go through the inconvience of packing it up and returning it.

Your loss is likely not that much ... maybe a few bucks in shipping and the used garment.

[lintbrush*]

Well, I looked at the listing.  In most instances I would require a return, but...

What it will cost you to get back likely isn't worth it.  We're talking $5.99 plus shipping.  You'd have to pay shipping back so then you'd be out quite a bit more (shipping both ways for 2 lbs) and not likely to recoup the loss when reselling them.

However, refund through the resolution center claim only.

[green-night]

The buyer is very unhappy. She says I need to send her the size she ordered. I've explained that I don't have the item in another size, that I made a typo, and that even though I don't do returns I am happy to refund her purchase price plus shipping and pay her return shipping.

She just keeps saying she's not returning them.

I'd make this buyer return the item whether I lost money or not.   Refusing to return item?  Okay.    Then no refund. 

[lintbrush*]

@green-night

Easy to say.  But it's a 2 lb Priority package.  That's $7.20 to $12.75 depending where the buyer lives.  Even with shipping discount, it's still $6.52 to $10.28.  

I'm not going to eat $20 just in shipping for a $5.99 item that I made a mistake on.   I'd rather be out the item price and one way shipping.

[green-night]

I don't disagree. 

However, OP can make that decision when and if their buyer opens a case.   OP offered to pay to have the item returned and the buyer is saying No.   Wouldn't sit well with me as that isn't the buyers call to make. 

I might ultimately end up refunding w/o a return, however, I wouldn't make it easy for this type of buyer. 

[phcd1]

Most sellers now require items to be returned. Me personally, look at each situation and decide. If the cost of return plus the cost of original shipping is more then the total cost of the sold item and I made the mistake, I just refund and say "Dear Buyer, I'm sorry for the mix up. Your refund has been processed and you should see a 100% refund in your account. Please return the item to Joe Somebody, 123 Main St, Somewhere, TX." You'd be amazed how many people feel guilty and return the item (eventually).  😉

[lintbrush*]

Sellers funds are on hold so I assumed a claim has been opened.   See my first post   I was all for using "Return for Refund" with the adamant buyer until I saw the listing.  

[tripper101]

It is best to always wait for item to be returned then refund whatever the situation dictates or what your rules state.  That is how mail order works everywhere.   The fact they are trying to take advantage could mean they saw the discrepancy and are trying to milk it for as much as they can. 

[green-night]

It seriously took me about a half an hour to see the discrepency in that listing.   It was like "Where's Waldo?" 

If that dispute is open in Paypal, I'd do zippo. 

[comics-scifi-collectibles]

Issue the return label if you want her to send it back before you refund.  If she doesn't use it within 5 days then she looses the case.

[orangehound]

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@green-night wrote:

I'd make this buyer return the item whether I lost money or not.   Refusing to return item?  Okay.    Then no refund. 

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Whether you lose money or not?    Seems like a poor way to run a business.

Regardless, the FTC provides protections for consumers who receive something that they didn't order ... it is to protect consumers against things like unsolicited merchandise and retailers doing scams.  Not the case here, but still the law applies.  The buyer does not have to return it because the buyer received something that they didn't order ... she may do it out of the kindness of her heart, but she doesn't have to do it.

https://www.thepennyhoarder.com/deals/amazon-sent-wrong-item-can-you-keep-it/

[deep-garnet-red]

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@ellis61 wrote:

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@green-night wrote:

I'd make this buyer return the item whether I lost money or not.   Refusing to return item?  Okay.    Then no refund. 

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Whether you lose money or not?    Seems like a poor way to run a business.

Regardless, the FTC provides protections for consumers who receive something that they didn't order ... it is to protect consumers against things like unsolicited merchandise and retailers doing scams.  Not the case here, but still the law applies.  The buyer does not have to return it because the buyer received something that they didn't order ... she may do it out of the kindness of her heart, but she doesn't have to do it.

https://www.thepennyhoarder.com/deals/amazon-sent-wrong-item-can-you-keep-it/

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This case doesn't resemble anything mentioned in that article.

The OP is losing money either way. It is up to them if they want to prove a point...or possibly call a bluff.