Buyer returned 7 custom items without return authorization or communication, wants more exp items.

[emptyingtheattic]

I have a new buyer (three weeks on Ebay) that bought 10 custom sewn items.  She chose size and fabric from size charts provided.  I was surprised to find that she returned 7 of the items without a return authorization or any communication.  She paid shipping to return. She sent a note saying that she wanted me to send all 7 items in a bigger size.  Larger sizes cost more and I would be responsible for return shipping (approx. $18 more).  No, just NO!  I emailed her and asked her to fill out return requests for the items so I could give her a refund.  She has not replied to my emails.  I don't want to look one day and find 10 negative feedbacks!  I want to return her money, but I am also out postage and Ebay/paypal fees.  Eighteen years on Ebay and this is a first for me!!   Suggestions? 

[southern*sweet*tea]

Well, you are actually in a good position as far as Paypal is concerned, since custom made items are NOT covered by buyer protection for not as described. As far as Ebay goes, it's an unauthorized return.  I would do NOTHING until she files a case. You are out time, money and materials because the buyer didn't give you the right size.

https://www.paypal.com/us/webapps/mpp/paypal-safety-and-security

What’s not covered with PayPal Purchase Protection

• Real estate
• Motorized vehicles
• Custom-made goods that are significantly not as described
• Industrial machinery

[cecilyalexander]

Hello, I feel your pain. I had somthing similar happen to me.  I was eventually able to reach them and give a refund. Many new buyers don't understand how eBay returns work. They don't even know to check messages! 

Do you have their personal contact info via the Paypal transaction?  If they dont respond to your eBay messsge, maybe you can try to contact them via regular email - or even call them at last resort. This way, you can try to avoid the negs and either get her to open a return or pay for the additional costs. 

Just a suggestion as I'd be doing anything to reach the buyer in this case. 

Hope it works out for you! 

[mg152]

No site or store takes custom items back. The op can win this one.

[mg152]

You’re gonna be selling again aren’t you? I want the doggie sweater/vest & some bandanas but I can’t even save them to my watchlist. So cute!

[emptyingtheattic]

Yes, I will be reopening my store in about a week or so, probably around March 15th.   I have it on vacation mode currently due to dealing with my elderly in-laws staying in my home.  Sorry for the inconvenience, but thank you for the interest in my hand-sewn doggie items.  I'm still receiving/answering messages, etc. 

I will keep trying to contact this buyer in question.  Thank you all for your suggestions.