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How do you respond to buyers that are fishing for partial refunds after they have received their item?
Buyer bought a latch hook kit from me. Pictures and listing show it includes 11 skeins of yarn to finish the kit. Apparently, she also bought a second, identical kit from another buyer. That buyer included 12 skeins of yarn. No where on the box or instructions does it say how many skeins of yarn should be included. Maybe my kit is short one, or maybe the other kit had an extra. No way for me to know. Since this is a 20 year old kit, I can’t look it up on the manufacturer website to see what should be included.
My buyer sent a message, saying she was worried there wouldn’t be enough yarn to finish the kit, and asked for my suggestion on how to fix this. I said, “Send back for refund, or buy more yarn in a matching color at the hobby store, if you find you run out. Most kits include a little extra yarn, in the event of loss or damaged threads, so your second kit may provide enough to finish this first one **IF** you run out”. She commented back that my kit was already very expensive. Silence from me. Then she wrote another message, saying she wants to send the kit back, but who pays for the postage. I said “You do”.
The latest message is “Obviously, the cost of postage is more than the cost of buying more yarn. Do you have any other suggestions?”
So, I feel she is hinting that she wants a partial refund. I don’t want to give her one. I sent her exactly what my listing described. If she feels she got a better deal with another buyer, that’s great, but I’m not Walmart; I don’t do price matching.
Do I go silent? Do I reiterate “Send back for refund?” Am I obligated to offer her a partial refund?
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How much money was the item?
At the end of the day, “send it back for a full refund” is all you need to do. If the item is/was as described, it’s on her to either foot the bill for return shipping, or suck it up.
With that said, in the interest of customer service, and not having to potentially re-sell an item, if a few dollars would make her happy, why not?
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A skein of acrylic yarn is $2. This is the kind of buyer that is simply not worth the time to interact with, but you’re committed at this point. She’s buying a used kit, what does she expect? At this point if I were you I would offer a $2 partial refund just to shut her up. No more, no less. You may get a positive feedback out of it. If that isn’t good enough then she can send it back for a refund. If she tries to initiate an item not as described case, you can get it overridden based on your description and message history. She has acknowledged that she has to pay return shipping already.
Some “fishers” are perfectly content to get a tiny minnow on their line.
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Agreed with the above statements. If we feel we’ve done something wrong, we do everything we can to make it right.
But if we’ve described the item correctly and shipped it on time, we ;et eBay’s return policy work. A buyer can start a return at any time. We don’t need to have long discussions about it if the buyer has remorse.
Like Winchester 38 says, you can offer a small refund to buy some new yard if you just want the problem to go away. If not, she can return it through eBay.
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