Buyer has claimed item was defective when item is in worse condition than when sent out. | Member To Member Support

smartshopper52011 · 2026-05-26T18:15:09.518000Z

Hi, I'm after a bit of advice. I sold an expensive brand new dress with tags for £108. The buyer opened a return case citing that the item was defective/not working ie an INAD, stating as follows: "Hello I have just tried to unzip the dress to try it on and the zip is broken which means the dress is unwearable so I will need to return it." I accepted the return and in the meantime had the following conversation with the buyer: Me: "Hi, I’m sorry you have had a problem with the zip - I agree that it is stiff particularly where there is a lot of fabric but it was working.I have accepted the return and postage label sent.Thanks again." The buyer: "Many thanks much appreciated, the zip is broken and it has come away from one side. Such a shame I have had this dress in other prints and have this year’s jumpsuit. I will try and send back today and definitely by tomorrow, many thanks and best wishes" Me:"Ok, thanks for letting me know.I note you say that the zip has broken and come away at one side. I am assuming this has happened while trying on as it was not sent in this condition.I will await the return to look at further. Kind regards" the buyer: "Thank you! As I have said that I have never had this happen with any Me Em dress before and I have had the similar style of dress and the zip has been fine , many thanks" Me: "Regarding the zip, I’m taking it from your response that it’s broken by accident on trying on. Ie it wasn’t like this on arrival with you.Sellers appreciate honesty when this sort of thing happens because not only am I faced with a returnAs a seller I will get a transaction defect basically for item not as described, which isn’t actually the case. This hurts my account which is more what I’m concerned about rather than the return per seNext time something like this happens please contact the seller first to explain what has happened.Thanks for your understanding." I was hoping for a response on that but sadly didn't get one. The response in italics and bold above gives me the impression that she knows that she has broken the zip and that it didn't arrive like that. I have a photo of the zip opening as part of the listing. See attached. Obviously I now have the product back with the zip hanging off one side. Looking at the return I don't seem to have the ability to offer a partial discount even if I wanted to. Possibly something for business sellers only. Should I report the buyer? Its a lot of money to lose and to get a defect as well and pay return postage its not great. I can live with it as I guess these things happen but would like to report the buyer at the least. I don't want to make things worse for myself though. This has never happened to me before and you will see I have a long history as a private seller. Thanks in advance.

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Buyer has claimed item was defective when item is in worse condition than when sent out. | Member To Member Support | eBay UK