Should I refund shipping?

[member5150]

I recently sold a pair of shoes. The listing accepted returns and the buyer was responsible for return shipping. The buyer returned them because they were too small. I refunded the purchase price and now the buyer wants me to refund the shipping, stating that I inaccurately described the size in the listing. I included the actual manufacturer size, how the shoes fit me relative to other shoes, a warning that the shoes run small, and instructed potential buyers to consult the manufacturer website for sizing information. I don't think that I'm in fault. How will ebay respond if they open a case against me? Actual communications below.

Listing description:

Here is a pair of never worn (briefly tried on indoors) Xero Shoes Daylite Hikers in men’s 11.5. They are Mesquite in color. I purchased these recently on Ebay (new without box). After trying them on I decided I want low-tops instead. They are in perfect new condition.

These are natural foot shaped minimalist shoes with a wide toe box.

Please note that these shoes run small. I wear an 11 in most other brands but the Xero shoes size 11 touches the end of my toes and their 11.5 fits perfectly. My foot measures exactly 11 on that thing in the shoe store used to measure feet. Consult the Xero Shoes website if you are uncertain of sizing.

Here is the message the buyer sent with the return request:

Doesn't fit

Hi, Sorry for the inconvenience, but the shoes you sent me do not fit -- my toes are touching the front seam of the shoes. In your ad you stated that you wear an 11, but that based on the manufacturer s website you ordered an 11.5 and they fit perfectly. You said you were selling because you realized you wanted low shoes not a hiking boot. I wear an 11, so I was excited to read your ad and learn that the 11.5 would be right for me. The package arrived today and I immediately got them out and tried them on. How disappointing that even my smaller foot touches the front of the shoe. I cannot wear them. As I prepared to write to you, I decided to check the Xero website. Alas, they say right on the page for the Daylite Hiker: The Daylite Hiker runs small. We recommend choosing 1 full size larger than your usual size. If you had stated that in your ad, I obviously would not have purchased these. It turns out that I (and probably you, too) need a size 12 for this shoe. Please issue a refund and I will reseal the bag and ship back tomorrow. Thank you,

Here is the message the buyer sent after I refunded the purchase price but not shipping:

Good afternoon,
I see that you refunded me $60 for the shoes. I expected a full refund, which should include shipping costs. This is especially so since the refund came about because you included inaccurate information in the listing. I spent $8.05 to return the shoes to you. You now have a pair of shoes and have lost nothing. I spent $9.50 for you to send them to me, so I’m out $17.50 and have nothing to show for it. Please issue the remaining $9.50. Thank you,

[green-night · Accepted solution]

I wouldn't. 

And the buyer can't open a "case" against you since they have already opened a return which is now closed. 

[lex-talon]

If it were me, no shipping refund.

The buyer can leave you negative feedback, keep that in mind.

[cka197818]

Me personally, your listing appears fine. The buyer paid you for the intial shipment of the shoes. You do accept refunds but the buyer pays the return shipping which he did. Since he paid the intial shipping, then yes, that should also be refunded. 

[green-night]

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@cka197818 wrote:

Me personally, your listing appears fine. The buyer paid you for the intial shipment of the shoes. You do accept refunds but the buyer pays the return shipping which he did. Since he paid the intial shipping, then yes, that should also be refunded. 

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Not only is this not required, I would encourage sellers not to refund original shipping for buyers remorse returns. 

[cka197818]

It wasn't a "remorse return". It was a "don"t fit"  return. Big difference.

[missjen831]

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@cka197818 wrote:

It wasn't a "remorse return". It was a "don"t fit"  return. Big difference.

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@cka197818 what? Doesn’t fit is a remorse return. There is NO difference. eBay has returns classified in 2 categories ONLY—Remorse and Not as described. “Doesn’t fit” is classified as buyers remorse. The buyer is NOT entitled to a full refund. He doesn’t get the shipping cost back. 

[member5150]

I have officially turned them down. Now what do I do if they leave negative feedback? Is there a way to appeal it?

[flyerfandan999]

Send this:

"Dear Buyer,

"It is unfortunate that the size 11.5 shoes in question do not fit your feet as well as they do mine, even though we both wear the nominal size 11.

"In the interest of good customer service, I offer this compromise solution.  Send me your feet, and upon receipt I will in turn send you my feet postage paid, and will reimburse the postage costs you incur to send your feet to me.

"Thank you!

"Signed,

Seller"

[missjen831]

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@member5150 wrote:

I have officially turned them down. Now what do I do if they leave negative feedback? Is there a way to appeal it?

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Depends what the feedback says and what their communications were to you. If they threaten to leave negative feedback if you don’t take a return or refund them, you could probably get a neg removed on the grounds they committed feedback extortion.

[pburn]

If you can't get it removed, you could post a measured, professional response to the negative feedback comment:

"Refunded buyer immediately in accordance with my return policy."

As a buyer, I'd find that a more than adequate response to a negative feedback comment.

[couldabeenworse]

FWIW, I would have refunded the buyer's full payment upon return of the shoes, in part because the listing implied they would fit a normal size 11.  But mostly because It's worth a few bucks to just put these mixups behind me and move on to better sales. 

[member5150]

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@couldabeenworse wrote:

FWIW, I would have refunded the buyer's full payment upon return of the shoes, in part because the listing implied they would fit a normal size 11.  But mostly because It's worth a few bucks to just put these mixups behind me and move on to better sales. 

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I disagree. I am not a high volume seller trying to make money on Ebay. I'm just selling personal things to decrease clutter in my life. Why should I have to take a $10 loss because a buyer doesn't read my description and orders the wrong size? I would be better off to just take my stuff to goodwill. My listing wasn't misleading at all. It listed the manufacturer size, a warning that they ran small, my experience with the sizing, and I suggested that they consult the manufacturer website for sizing information. After wearing the shoes myself I find the buyers description of how small they were suspicious. There is a good chance that he normaly wears a size 11.5 and failed to read the description before buying. Then after receiving the shoes he read the description and tried to spin it like I misrepresented.

If I had been the buyer in this situation I would have just listed the shoes myself at a price that covered what I paid for them plus shipping. I have actually done that a few times with things I bought that didn't fit or I wasn't satisfied with. More than once I actually made money. This pair of shoes was an example of that before the buyer returned them.

[member5150]

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@couldabeenworse wrote:

FWIW, I would have refunded the buyer's full payment upon return of the shoes, in part because the listing implied they would fit a normal size 11.  But mostly because It's worth a few bucks to just put these mixups behind me and move on to better sales. 

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The listing implied that the shoes fit me and I normally wear an 11. I didn't say that they fit a "normal" size 11, I just relayed my personal experience. I wouldn't know how to describe a "normal size 11".