Appealing return reason advice!

[kpietrzak123]

Hi, 

Looking for some advice, currently have a return request on shoes that are `not as described` basically do not fit, photo`s of the tags etc were in the listing but the buyer has selected `not as described` rather than `does not fit` I`m unsure how to appeal this as never happened before, I dont want this going against my account.

Do I report the buyer while the case is open as misuse of returns or wait until received back and refunded and then appeal ?

Any help or advice would be greatly appreciated !

Thank You,

K

[roger_roger_over_and_nowt]

"received back and refunded and then appeal" Yes

[bravergrace]

It is wise (I don't know if it's essential) to report the buyer before initiating the appeal.

[kpietrzak123]

Thank You, appreciate the advice, this is a new one so dont want it to go against my account 

[tribalgiftsuk]

Have you asked the customer why they say they are not as described? Say that you need to know so that you can check that when they are returned. That might be useful for you to try to gain that from them prior to them returning them and might be good evidence if you need it for your appeal.

[kpietrzak123]

They claimed too small so they think it's a label issue! I upload pics of
the tags with all sizes UK, EU, Cm etc so it's all a little odd.

I am just worried that it will go against me so unsure whether to report
buyer before they're returned

[tribalgiftsuk]

Ok so it is about the size but please know that sometimes shoes and trainers are not actually true to size even when they are branded items. I am a size 6.5 Adidas Trainers made in Vietnam fit me perfectly but Adidas 6.5 made in China are always too small. I find the same with many shoe brands, fit is not always consistent. I have such a problem buying shoes online that i only do it if i know they can be returned even if i know i might have to pay the return postage.

Is there no way you can persuade the buyer to change it to does not fit and you still pay for the return postage just to keep the peace and trouble at bay.  Then your account isnt at risk or is it too late for that? If not then just collect as much evidence as you can. I hope you manage to resolve it all without any problems.