Buyer wants return. Says Doesn't Fit

[yesterdaysbest]

The buyer said the item doesn't fit and looks more burgundy when I said it is red. It is definitely red and then she said it was too small. It's was a $24 item that she offered $12 for. We settled on $15. I do not take returns as it is a used item. I measured the item very closely and was very accurate and descriptive in my listing. Who is at fault?

[little*blackdog]

You've heard of "no fault" insurance?   "No fault" divorces?

This is a "no fault" transaction, even though the buyer is probably the one at fault... eBay doesn't look at it that way and eBay is the boss here.  Even if you "don't take returns" you're going to have to take the return and issue the refund or eBay will do it for you.  The eBay Buyers Protection Program guarantees buyers are happy, so that overrides any terms in your listing. Take it back.  Better to maintain a good rapport with the buyer if you think there's a chance she'll continue to buy from you in the future. 

[yesterdaysbest]

The only thing I wasn't sure about is eBay said I'm not obligated to accept the return. I've never had that before.

[comics-scifi-collectibles]

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@yesterdaysbest wrote:

The buyer said the item doesn't fit and looks more burgundy when I said it is red. It is definitely red and then she said it was too small. It's was a $24 item that she offered $12 for. We settled on $15. I do not take returns as it is a used item. I measured the item very closely and was very accurate and descriptive in my listing. Who is at fault?

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If your buyer was honest and filed a refund request using the reason doesn't fit then since you have a no returns policy you can deny the return.  The buyer is free to leave negative feedback.  

If you decide to accept the return then the BUYER would pay return shipping. 

If the buyer LIED and filed an item not as described refund request saying it didn't match pictures/ description or another SNAD reason then you MUST accept the return.  

The following ONLY applies for not as described refund requests>>

 Under the ebay MBG the buyer just has to SAY that the item is not as described and you MUST accept the return and refund the buyer.

IF you do not do so willingly then eBay steps in and forces a refund. You do not get your sellers fees back, you get a DEFECT and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back  

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

The only slight protection a seller has is if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[pickapaper]

Because of eBay's Money Back Guarantee Policy, "No Returns" is basically meaningless.  If the buyer files a Not As Described claim (even if it isn't), you will need to take back the item and issue a refund.  If you don't, eBay will give the buyer a refund and let them keep the item, and you will get a defect.   Do not try to call eBay regarding this; they will side with the buyer. 

On a side note, you are selling clothing.  Although you measure carefully, sometimes clothing still doesn't fit right, doesn't look good once it is tried on, or the buyer just plain doesn't like it once they see it in person.  It doesn't matter if the clothing is new or used.   How many times have you gone to your local store and taken an armful of clothing into the dressing room to try on and none of it fit or looked right? It's even worse trying to buy something from a picture on the internet.   It doesn't always work.

[mudshark61369]

@yesterdaysbest,

If the dispute was opened using the Size reason, since you gave the measurements, this becomes a buyer's remorse return and they are responsible for the return shipping cost.  Tell them to return it and make sure they have your address.

  "It's was a $24 item that she offered $12 for."

One of the reasons I rarely have Best Offer on my listings is because of people who make low ball offers, then try to file a claim hoping for a partial refund bringing the price back to their original offer.

  When I do use Best Offer, I use the automatic accept/decline feature so I don't have to deal with lowballers.  I'll check the declined offers and if the person starts out too low for my taste, I block them.

[yesterdaysbest]

This is the 2nd person in less than a month messing around. The first person gave me a low-ball offer, I accepted. She never paid. I had to open an UI case. I'm not a big time time seller, so I actually get stressed out about these things.  I might just get rid of offers. Thanks.

[lamber9347]

@yesterdaysbest - I'm sorry but you are mistaken. This is not about who is at fault. You are taking this personally which it's not. This was a transaction only, an online sale. This isn't about the buyer being wrong or you being wrong. 

I have a closet full of shoes that are different sizes from different manufacturers, same with clothing. Just because one brand calls an item a size whatever doesn't guarantee it will fit another person of the same size. Regarding red vs burgundy, that's because shades of colors are subjective to different people. I've had buyers call something light purple that I consider pink. Your buyer could have called it wine, as long as they aren't calling it green or yellow then it's subjective. 

It sounds like your buyer didn't chose INAD so you have an option to decline the return, however you have a very low level of feedback so realize you are then welcoming a disgruntled buyer who most likely will leave you a negative. As a new seller that may affect you more then just accepting a refund over a $15 used item. Select your fights carefully as there are consequences to each. We all make choices we then need to live with. Best of luck to you....

[mckida-12]

Item want. Fit

[kh-leslie]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.