Buyer returning shoes with damaged sole
Summary: jaspermonkeysusan reported an issue with a buyer requesting a refund for shoes, claiming the soles were damaged after minimal use. jonatjonatjonat suggested handling the situation through eBay's processes, possibly attributing the damage to transit. suelel1968 believed the buyer might have found the quality poor after use and suggested a refund. Other participants discussed similar experiences, with some recommending requesting a return before refunding, while others advised issuing a quick refund to avoid further complications. The conversation also touched upon potential issues with the materials used in shoe soles, emphasizing the importance of inspection before sale.
Buyer wants a refund for shoes, she sent me pics of damaged soles with stones in them she says used for a few hours.
They were a good make and soles were fine when sent. Anyone else had this problem and how was this resolved?
jeffremington
·Sep 7, 2026 at 11:58 AMAs you are selling other footwear please give the soles a flex even if they wouldnt normally bend that much with wear. If the soles are PU check for cracking.
coastal-curios
·Sep 7, 2026 at 7:59 AMAsk buyer to return shoes before you refund
*vyolla*
·Sep 7, 2026 at 7:36 AMAmazing photos, it does look like they've degraded during storage (I've had a pair of prototype vintage Buffalo trainers literally fall apart when worn). For £4.11 I'd just issue a straight refund.
jeffremington
·Sep 7, 2026 at 11:59 AMand dont ask for them back so avoiding paying postage.
ear2fear
·Sep 7, 2026 at 3:12 AMShe’s already left you a negative. So really the ball is in her court as to whether she still wants to open a case. She’s uploaded photos of the shoes with the feedback. Is it really possible that amount of damage has happened with just a couple of hours wear?
ear2fear
·Sep 7, 2026 at 3:26 AMI realised on the feedback that she says she only wore them for 20 minutes🤯She does seem to me like she’s trying to pull a fast one. None of this is your fault, I doubt she would have worn them had they arrived in that condition.
jeffremington
·Sep 6, 2026 at 10:49 PMDid you fully flex the soles before listing? Shoes with polyurethane PU soles are known to crack and disintegrate especially when seldom worn due to Hydrolysis where moisture in soles react. Even shoe shops are aware of disintegrating shoes even before sold and worn. I have had Reeboks and 'K' shoes suffer so not just 'cheap' brands. 3 pairs of summer sandals hardly worn already crack. People should look for rubber soles shoes now. Naturally your buyer could be trying it on.
patrick_6024
·Sep 6, 2026 at 2:09 PMAisoft
jaspermonkeysusan
OPSep 6, 2026 at 1:42 PMYes
jaspermonkeysusan
OPSep 6, 2026 at 1:42 PMYes
sues_creations
·Sep 6, 2026 at 10:45 AMDo not give a refund until they have sent them back. They may be just after a refund and keep the shoes. Insist they send them back for a refund. They will either send them back or you will not hear from them again. If they open a case, ebay will ask for the shoes to be returned
department28
·Sep 6, 2026 at 12:08 PM · EditedYes, they are probably hoping you will just let them keep the shoes. If they do return them, you have the evidence that they were not sent out with stones in the soles, as well as the buyer admitting they have worn them... bit of a cheek, isn't it, wearing shoes outdoors, then expecting to send them back?!
On the other hand, it depends on whether you are willing to spend time having to deal with the return case & submit photos etc - or would prefer to refund them & move on, to save your time & trouble?
Having just seen the photo in the feedback left by the buyer, it does look like the soles were ready to disintegrate, which was something you would not have known would happen - but neither would the buyer. Definitely refund & move on!
roger_roger_over_and_nowt
·Sep 6, 2026 at 10:58 PMI was just "wondering" how the seller would actually prove the items listed are the same as the one's actually sent out.Tongue in cheek sort of "wondering".
Ebays MBG is biased towards the buyer.
I would bite my lip,refund and move on.
If seller pays for return and receives a box of cardboard what would be the next step ????!!!
roger_roger_over_and_nowt
·Sep 6, 2026 at 10:26 AMhttps://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210
*vyolla*
·Sep 6, 2026 at 10:08 AMIs it the Easy B Ladies Black Leather Shoes Size 5 listing?
If so, you've a clear photo of the soles there that looks clean, undamaged and stone free so I'd politely tell your buyer that the shoes were not in that state when sent out, and reference that photo.
Has she opened an eBay return?
suelel1968
·Sep 6, 2026 at 10:21 AMThe buyer admits to using them.
*vyolla*
·Sep 6, 2026 at 11:16 AMHas your buyer opened an eBay return?
*vyolla*
·Sep 6, 2026 at 1:22 PMYes, I saw that in the opening post.
suelel1968
·Sep 6, 2026 at 2:25 PMI am reading it that the buyer thinks that after wearing them once they appear to be poor quality
suelel1968
·Sep 6, 2026 at 9:38 AMSounds like you are saying she used them and found them to be of poor quality and without seeing the picture, I would agree with them. Sounds like you should just cut your losses and refund. If they are unlikely to be resaleable, let the buyer keep the item. You will have to refund one way or another.
boundarycoins
·Sep 6, 2026 at 2:27 PMA friend asked me to list a pair of French Connection high heels for her once. They had the holes on the sole exactly like OP is describing. I said to her what has happened here I’m not sure it’s worth selling them in that condition: she said she literally wore them once on a night out and stones caused it. This was a £130 pair of heels… could argue about quality if that can happen but it sounds like it’s just the way a lot of them are made today.
Buyer taking a bit of a liberty to borrow a pair and send them back imo. I would insist on a return myself.
jonatjonatjonat
·Sep 6, 2026 at 9:29 AMAssuming you were sending this with Simple Delivery - you could stand your ground and state the item was despatched in perfect condition. If they opened an item not as described claim - then you'd have to provide either a full refund or provide a return label at your cost - then refund once you get the item back.
You could get them to open an item arrived damaged claim. Under Simple Delivery ebay take over - they state in cases such as that - they will refund the customer while you keep your funds.
jaspermonkeysusan
OPSep 6, 2026 at 1:45 PMBut then it sounds like its the carriers fault.
jonatjonatjonat
·Sep 6, 2026 at 1:59 PMIf they were fine when you sent them and have disintegrated upon the buyer wearing them - one could argue that the damage must have occurred in transit.
Its up to you of course. If the buyer opens a return for item not as described - you'd have to refund and you'd end up with a pair of useless shoes back.