Hi,
A buyer purchased a watch from me; however, this buyer requested return with "doesn't fit" . She said it is too small and she went to a jewerly store to try to extend it but jewerler said no and she said she knows that I (seller) do not take returns, but since it doesn't fit, tell me how to return this item.
Here is my situation. Before she purchased this item, she sent me a message asking what is the measurement of the watch. I told her the measurement of the watch and also told her to read my description again for detail and policy because one of item images have a visual measure end to end.
Next day, she purchased this item. In my policy (under the item description), I wrote that there will be no return, all sales are final. I also wrote that IF I accepted return in certain cases, buyer will be responsible for return shipping cost+tracking number and there will be 20% of restocking fee for all returns. Item must to be returned in same condition (ex. Unopened, Not worn/used, SAME packaging, sealed if it was) as it described or as it was shipped.
Some people says sellers' own policy is no use and some other people says ebay is not fair for seller or not.... etc. I had similar situation last time (all measurements were on the description; and buyer still asked me to return it because it is bigger than he expected), but he could not return the item because of my no return policy. However, I read some discussion and found out that just decline return request may not good for seller. So here are my questions.
1. Can buyer ignore my policy and refuses about partial payment even this buyer said she knows my policy? In my situation, will ebay buyer protection guarantee affect my policy? Can I fight back with ebay about this situation since I have my own policy?
2. If I decided to accept return with partial payment, can i give buyer partial payment after I receive my item back? Do I have to report to ebay about partial payment before this? Since Buyer pays for the shipping, what happens if item is lost or not delievered back?
3. Since she said she took it to the jewerly store, can I re-sell this item as new item?
4. If customer opens dispute through ebay or paypal, can I give my policy and messages from the buyer as my evidnece?
Thank you for your time reading this with my short English. I worked at a retail store (watches and jewerly) for 8 years and online complaints are a whole new level. I will also call ebay about the situation, but I also want to get some advises from sellers for future references. Please help this newbie. Thank you.
