Buyer wants to return item for not fitting, when photos clearly show measurements.

[bcharmah]

I recently sold a dress. In the photos, I showed the measurements (bust, length, sleeves) to eliminate any errors or mistakes (I find this is more helpful to buyers, if they can actually see where and how something is measured).  I have a "no return" policy (unless I blew it somehow). I am not a store... I just sell things out of my closet that I don't wear, or don't fit, so I can purchase newer things. 🙂   In any case, she wants to return it for not fitting.  Now, if I had not provided photos, or made an error in listing the measurements (for example, saying the bust measurement was 21" inches across, when it's really 19"), or neglected to provide measurements at all, then I would automatically accept the return. But when I am providing detailed photos that show the exact measurements, and have a no return policy, should I politely decline the return, or am I obligated to accept it, regardless? It cannot be claimed as a SNAD in this case. All other details are also correct (fabric content, color, etc). If I purchased something from a seller who provided accurate measurements, and it still didn't fit, that would be my fault, not the seller's.  I would not ask for a refund, but would simply resell it myself. Advice?

[bcharmah]

I forgot... she also asked me to sell it to her at a lower price. I waited until the auction was over, then relisted it as a BIN at the price she was willing to pay. Now I feel even less like accepting the return. Argh.

[phcd1]

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@bcharmah wrote:

I recently sold a dress. In the photos, I showed the measurements (bust, length, sleeves) to eliminate any errors or mistakes (I find this is more helpful to buyers, if they can actually see where and how something is measured).  I have a "no return" policy (unless I blew it somehow). I am not a store... I just sell things out of my closet that I don't wear, or don't fit, so I can purchase newer things. 🙂   In any case, she wants to return it for not fitting.  Now, if I had not provided photos, or made an error in listing the measurements (for example, saying the bust measurement was 21" inches across, when it's really 19"), or neglected to provide measurements at all, then I would automatically accept the return. But when I am providing detailed photos that show the exact measurements, and have a no return policy, should I politely decline the return, or am I obligated to accept it, regardless? It cannot be claimed as a SNAD in this case. All other details are also correct (fabric content, color, etc). If I purchased something from a seller who provided accurate measurements, and it still didn't fit, that would be my fault, not the seller's.  I would not ask for a refund, but would simply resell it myself. Advice?

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I would say "return for refund" (and I'm pretty hard on buyers), but if they are willing to pay to ship it back, you can always refund less your expenses. Now if they open a SNAD claim, I go to the bitter end with them and they WILL wait for their refund IF I don't get the case closed in my favor (which I often do) first.

As far as SNAD goes, unless you have it in eBay messages that they said it doesn't fit AND you are willing to go the long haul with eBay, there is nothing to stop them from opening a SNAD claim. Also, I looked at a few of your sold listings, I really didn't see any measurements but it was just a random pick I did.

[bcharmah]

Thanks for your input. It just irks me that she even asked. I did not fail to provide accurate details, and agreed to give her a lower price than what I had listed originally. It was not a "best offer" listing. 

I am surprised that you found something without measurements. I always list them. I failed to do that with the very first thing I ever listed, and a potential buyer asked for them. From then on, I either list them out, or I show measurements in photos. If you found something that I either sold, or is for sale, without measurements, please let me know what they are.

Thanks!

[bcharmah]

They didn't say it in a message, but they put "didn't fit" as the reason for starting a return.  That's why I am wondering if I need to honor it, as the photos clearly show the measurements, and in the listing I said "please see photos for measurements."  It's all right there. 

[the*dog*ate*my*tablecloth]

Is it a dress with a fitted bodice? I can never fit into those because I have large ribs. Sellers never give the measurement for under the bust. 

[bcharmah]

No, it is not fitted on top.  I can't wear fitted bodices, either, so I know exactly what you mean. It's a knit acrylic/wool blend, and it starts to flare way out at the waist and below (there is no sewn waistline, it's all one piece, like a long sweater with a flared skirt).  It's not a tight-fitting dress.  I showed the measurements from pit to pit, the length, and the sleeves.  It definitely doesn't become more fitted below the bust, as that's where it starts to flare out. The shape of the dress was clearly shown, in the photos. There should have been no surprises. I'm just thinking she didn't like it. But she's had it for three weeks now. 

[phcd1 · Accepted solution]

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@bcharmah wrote:

They didn't say it in a message, but they put "didn't fit" as the reason for starting a return.  That's why I am wondering if I need to honor it, as the photos clearly show the measurements, and in the listing I said "please see photos for measurements."  It's all right there. 

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If they opened a "Didn't fit" return, you have every right to decline it (and you should see that option as a choice).

[bcharmah]

Thank you. That helps. I try to be as fair and honest as possible, as I do understand what it's like to be unhappy with a purchase. But I also don't like it when someone tries to take advantage, either.

[7606dennis]

What is your return policy?  If you accept returns just tell her to return it for a refund.  If you have a No Return policy, you are not required to accept the return.

Do you have a restocking fee mentioned in your listing?  If so you can deduct that from her refund, I believe.

[Anonymous]

If they opened a "Didn't fit" return, you have every right to decline it (and you should see that option as a choice). I would decline and have.  I am never going to understand This return thing, I am not a store You Know the thing Ebay was founded on People selling Used  Items they no longer want or need to People that may need or want them.I have only had 2 returns , One packaged Damaged in Shipping and 1 Video game they said didnt play in their Nintendo. Which I let return And Payed.

 On a Diffrent note why don't Buyers Look at Pictures when Shopping, I do .I like to know what I am getting. I just had a maybe Buyer ask me the Length  and Gram Weight of Fashion Earrings? The length is in the pictures  As started in Listing. .  Guess Now they are going to want the Grams of 5 dollar Fashing Earrings. Its Crazy

[phcd1]

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@Anonymous wrote:

If they opened a "Didn't fit" return, you have every right to decline it (and you should see that option as a choice). I would decline and have.  I am never going to understand This return thing, I am not a store You Know the thing Ebay was founded on People selling Used  Items they no longer want or need to People that may need or want them.I have only had 2 returns , One packaged Damaged in Shipping and 1 Video game they said didnt play in their Nintendo. Which I let return And Payed.

 On a Diffrent note why don't Buyers Look at Pictures when Shopping, I do .I like to know what I am getting. I just had a maybe Buyer ask me the Length  and Gram Weight of Fashion Earrings? The length is in the pictures  As started in Listing. .  Guess Now they are going to want the Grams of 5 dollar Fashing Earrings. Its Crazy

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Many buyers are encountered by eBay to buy items on their phone. In doing that, eBay formats the page so that your item description never show up unless they click through to another entirely different page. In making this change, your risk of returns is significantly higher.

EBay want the buyer to have a "feel" of a store instead of what it was founded on, and that was a used (broken) laser pointer. They want to get rid of the "garage sale" feel which is what made them famous and millions.

[bcharmah]

I have a "no return" policy, and since I am not a store, I have no "restocking fee," as restocking would simply be to hang it back up in my closet.

I do go the extra mile (and it should not be an "extra mile," it should be standard) to provide clear and accurate measurements, fabric content, etc.  I usually take photos of the labels, if there are any. In other words, I try to provide all the information that I, as a buyer, would need to make an informed decision before bidding or buying.  I buy way, way more than I sell, and I can't tell you how frustrated I've been by the lack of details in clothing listings. If I am really, really interested, I will message the seller for measurements. Sometimes they get back to me, and other times, not.  If not, I move on. 

I have had to return things, too (for a variety of reasons) but if the seller has a no return policy, I would only ever ask for a return if there was a problem that warrented it. Likewise, even with my own no return policy, I would gladly accept a return if I had blown it somehow. We're only human, and we do make honest mistakes. It's how we deal with them, that matter.

Anyway, I did refuse the return, and eBay asked why (in the comment section, that they do not share with the buyer), and I did explain that since I did provide accurate measurements, and the size tag, in photos, I did not feel I should refund due to it "not being the right size for" the buyer.

[phcd1]

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@bcharmah wrote:

...Anyway, I did refuse the return, and eBay asked why (in the comment section, that they do not share with the buyer), and I did explain that since I did provide accurate measurements, and the size tag, in photos, I did not feel I should refund due to it "not being the right size for" the buyer.

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The ONLY reason you were able to "decline" the return IS because of your "No Returns" policy.

There was no wrong answer here.