Confused over return

[cazm2012]

Buyer bought pink cardigan 12-18 months size. Received this message from her on delivery 

       Hi this has come but it's a dark pink I wanted a lighter pink it's for a new baby it's to dark

Though colour issue was odd as she bought the same cardigan/size a while ago. Messaged back, apologised, different monitors etc suggested she did change of mind return and would refund. Said if she wanted to re-order could make and list a lighter pink for her, and queried the size new baby/12-18 months

       Then I had email from ebay saying return approved with this info and a tracking number on the bottom

Return reason

Doesn't match description or photos

Comments

It s lots darker than picture I need at r code

On hold amount

£12.99

£12.99 is cost of cardigan, no mention of return postage, I have only ever done one return years ago and am sure I remember having to generate a return label.

     Next message from her was this

Hi I'm returning it as I thought it was o/3 months I tried to order the light pink one is out of stock and the sparkly one to

      I have, maybe stupidly agreed to list a smaller one for her  in the colour she wants but am unsure what happens about return postage, am I going to be charged for it, which seems a bit unfair as she has admitted she ordered the wrong size 

Thanks if anyone can advise

[red_magpie]

It's far from unknown for buyers to claim that an item was not as described, when in reality it's just buyer remorse. The seller then has to pay for the return.

If they have opened a case under eBay's money back guarantee you will need to send them a prepaid return label - or simply refund them without bothering about the return. If you do neither eBay will enforce a refund and penalise yuo with a damaging defect on your account.

[cazm2012]

That's what I thought, but I don't have the option to send a label, the only option I have is to send a full or partial refund now and she keeps the item, which is not what either of us want.

I've never returned anything so am wondering as there's already a tracking number given is it possible she has opened a change of mind return meaning she pays postage and used the reason doesn't match description or photos. Nothing else seems to make sense

[cazm2012]

Just to update, have just looked at status, says waiting for buyer to post item

[tobiasd4]

As you are a business, ebay automatically issue returns label for not as described cases & charge you.

[john1297576]

Therefore you need do nothing further, until item is returned, or tracking says returned.

If she does not return it/ use tge kabel supplied by ebay, you should not be charged for postage.

[cazm2012]

Thanks, she has apparently dispatched item, so guess I will be charged at some point, which is really annoying as she admitted in her message she ordered the wrong one.

Had  a look at her feedback left for others and replies, looks like she knows exactly what she's doing.

Just wish I hadn't offered to make her the one she does want, but once that's sorted will block her.

Onwards and upwards