Buyer has requested a refund, I believe it's unreasonable

[fuscia11]

I sold an item of clothing and the buyer has asked for a refund on the basis that it has an overwhelmingly foul smell. There is no way it smelt when it was dispatched, so either it has been damaged in transit or the claim is not true. I'm happy to take the item back if it as sent (don't want it if it has been ruined in transit), but don't see why I should pay for postage. Any ideas on what I can do?

[**peaseblossom**]

If the buyer has started a "not as described" return it's best to accept it.   Otherwise if they end up escalating it to ebay, ebay may force the return but without return.   So get it back first and refund.   If you find they have done something to the item you can appeal to ebay here:
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

[tressygirl]

As an aside,  how did you pack this item?

Did you by chance use one of those plastic postage bags with a black lining?  Some give off a horrid acrid smell akin to smoke, which clings onto any clothing placed directly into the bag.

It's just a thought,  if you have done,  and to be warned for any future clothing sales,  what may have caused this ' foul smell'.

@fuscia11 

[fuscia11]

Hi, thank you for this, it's really helpful. I didn't use that kind of bag, but it's possible the courier added one. Either way, I will know to avoid in future. Many thanks.

[tressygirl]

Aah you're welcome,  hopefully others may read this,  and take the ' warning!' 

Horrid when these returns happen when you know ' it just was not so' ,  when posted, but as eBay cannot see ( smell! ) the item, best to accept the case , receive the item back, and if eBay intervene at all,  you can then challenge that decision for the refund.

The appeal link peaseblossom has offered in their post above.

Good Luck ! 🤗

@fuscia11 

@fuscia11 

[jckl1957]

I always think that some 'item not as described' cases could be avoided by clothing sellers if they had a 14 days 'any reason' returns policy.

That way, if the item didn't fit, wasn't quite the colour expected, was just a bit disappointing etc. the buyer would be able to return it at their own expense.

I do think that buyers sometimes invent a reason so they can send an item back that they simply don't like.  If you allowed returns, they would not have to do that.