Buyer wants to return

[suttonvilla]

Received message off buyer who would like to return item, firstly said it didn’t fit and then it had defects, pictures I received off buyer did not look like the same hoodie I’d sent and so I put this back to buyer and went to look at pictures again I’d received but they had disappeared, so me being me and a soft touch offered a partial refund which the buyer hasn’t accepted or declined and now not sure what to do. I asked buyer to resend pics and this time he actually sent pics of the correct item , also asked him multiple times for proof of defects and been totally ignored.

[jckl1957]

Has the buyer opened a case?

If they have, what reason did they choose for wanting a return?
If they have opened a case and Ebay have asked you to respond to the case, then you need to provide a label for the item to be returned.

[suttonvilla]

Yes opened a return case, so I offered a partial refund which he hasn’t accepted or declined, and now unable to send a return label or accept a return, it just says waiting for buyer’s response.
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[tressygirl]

Which case did they open?

If a straight return for the reason ' item does not fit'  their first reason,  then they have to pay for that fully tracked return postage, and you refund when the item is back with you.

If they opened a case for item not as described, that is.... ' Item Does Not Match Description or Photos ' , you need to accept the case within 3 days and provide a tracked return label.  On receipt of your item you have 48 hours to refund,  through those case details.

If on the return you feel they have abused eBay's MBG Guarantee policy,  you can appeal the decision for the refund.  It's not easy,  as eBay do not see the item,  and will usually fall on the side of the buyer,  but you can but try.

This explains the appeal process:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@suttonvilla 

[john1297576]

It is now down to buyer, until they respond you can do no more.

Having offered a partial refund, buyer might accept if they realise they may have to pay return postage.

[suttonvilla]

What happens if they don’t respond to partial refund?
Sent from my iPhone