Buyer complaining about the comfort of an item

[skyfencer6]

I just sold a set of headphones and the listing had 'no returns' on it - I think as a default, I didn't give it much thought while making the listing. Now, the buyer has written to me to say they're uncomfortable. He hasn't yet asked for a refund, but then would he even be able to as he's not said they're faulty (because they're not; I checked they worked), he is just saying they're uncomfortable and that they've given him a bad headache and then detailed how long his headache had gone on for. Should I respond at all, and if so what should I say? Should I be wary of saying anything because I'm worried about why he's even telling me. Surely his comfort is not my responsibility? He could just sell them on perhaps in that case. Is there any scenario in which he'd be entitled to a refund for a reason like that?

[tressygirl]

Not an easy one to answer,  it could be a case of ' item does not fit' whereby with a No Returns you would not have to refund,  but an item could be deemed faulty if it's something not wearable and causing pain.

Bottom line is if they open a case for item not as described you will have to accept the case within 3 days, pay for that fully tracked return postage to get the item back and fully refund through the case details within 48 hours of receiving the item.  Do not refund until the item is back with you.  Cases are all automated,  no point challenging them at this point.

Stick within those timelines and your selling performance is not affected.

You then can if you wish,  appeal the decision for a refund.  In my humble opinion here,  I wouldn't bother, appeals are hard to win and your side might be difficult to prove.

Looks like they wish to return it for a full refund or they may be after a partial refund,  though this is entirely between you and the buyer, only a full refund can be enforced if a case for item not as described is opened in time.

@skyfencer6 

[skyfencer6]

He did open a case for a refund so I have had to pay for a label for him to return them meaning I’m down £3 on top of having to refund the amount he paid for them. I’m relying on my daughters to let me know when they arrive in order to activate a refund within the allotted time because I’m away at the moment. They’ll need to check they’re not broken or have missing parts or they could also be un resellable. If they are damaged can I open a case for a buyer sending back goods not in their original condition or are the odds always in favour of the buyer in these instances of one persons word against another?