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I need someone to talk me off the cliff and recommend a path I should take…
I sold a pair of new shoes that were a triple wide. (mens) Buyer said they didn’t fit and asked for a return. This item is not a free return item. I got them back today and they have been worn a few times.
I reached out to the buyer and said this:
“Hi there! I just wanted to touch base with you as these were shipped back with wear to the bottom of the soles. They were brand new when shipped with no marks to the bottoms. I’ve attached an image.”
His response:
“Thats fine. You can use that as an excuse to not return my money. I couldn’t come close to even squeezing them on my feet. So if course they were never used. They said extra wide. They weren’t. I’ll wait a few days then I’ll leave negative feedback. Keep your money.”
My response:
Hi again. I wasn’t trying to be accusatory. I just wanted to clarify what was up. Sometimes people make mistakes and return items purchased from another seller. I wanted to see what the story was, not accuse you.
No response from him yet from my last correspondence.
I called anchor support and they said they will not side with me as I don’t offer free returns. I asked if they would remove a negative if it happens and they said they wouldn’t know until it comes under review. They also said I should refund him to avoid a defect.
What do I do? I’ve been selling since the late 90s and this is a first for me. Any suggestions on how I respond to him would be great.
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Did he submit the return as an INAD or was he honest? If he was honest, you won’t have to refund for return shipping (or initial shipping if it wasn’t free).
Sounds to me like eBay won’t back you up without free return shipping. (Personally, I don’t offer it either except for one item, and I’d be in same boat).
My recommendation is to refund him the money and not say anything else. Then you’ll have to re-list the shoes as used.
I’m not the most experienced seller here, so maybe someone else will have a different point of view.
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@Sharyn I’m thinking he will leave negative feedback no matter what at this point.
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That’s possible, but you will have an easier time getting eBay to remove it if you refund the amount. If you don’t refund, eBay will force it. So, unfortunately (and as I understand it), you just don’t have much choice.
Then move on, is there a keto substitute for ice cream?
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Sounds like you can claim feedback extortion. “give me a refund or Ill leave negative feedback”
Tsatt, this is a good example of the confusing INAD policy. If AtomicStar listed the shoes as wide, showed the manufacture markings that they are wide, and provided measurements…how can the buyer get away with an INAD for size?
Whats the recourse?
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If he opened the return as it doesn’t fit, then it shouldn’t be INAD to begin with.
Now to your point, if they decided to say that it was an INAD, I would think this could be fought with the info in the listing, especially a photo of the size.
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Agreed. But there’s no process.
–Buyer says its INAD
–You must accept the return
–Buyer ships item and you receive it
–????There’s no point in the current system to officially dispute the case.
When we were in the Returns Beta program, it was awesome. When we received the item, we could refund only partial shipping. If the buyer didnt like it, he could dispute us. Then we provide our reasons why we dont think its INAD. eBay would then make a decision. We loved it because it was automated.
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There IS a way to dispute an INAD. I just did it today. It’s called the Appeals Department. I wouldn’t call it a “solid process”, but there is a way to do it that works most of the time, though definitely not all.
But the OP didn’t mention that this was an INAD situation. The problem here is receiving an item back that is not in its original condition, which is a completely different problem. I haven’t experienced this ever myself, but I believe that the return policy states that the item must be returned in original condition. SO there should be a way for seller to issue a partial refund instead of a full one. But I don’t think there is such a way anymore. I just read
https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests?id=4115and clothing and shoes are not listed in the list of categories that support partial refunds for items returned not in the original condition.
If it were me, I would just keep calling ebay about this, assuming that I had before and after photos to back up my claim that the shoes were used by the buyer.
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