Refund

[cblack68]

Hi All. I need some advice please, as its 1.05 am and a buyer has just messaged me to tell me the item isn't the size stated on my description or the label. I always show the labels in photos as proof of the size and surely that's all that I can go by? She's saying she wants a full refund yet has had the item since 29th March, its now, as I said, 1.05 am 8th April. So has had item for over a week! I have a feeling she's going to get to keep the jeans and get a full refund, which annoys the hell out of me!! Is there anyway I can win this? Tia

[tressygirl · Accepted solution]

When listing items it's always wise to add all relevant measurements,  e.g. waist, chest length, as we know that one sized a  Medium in one store / Brand,  can be totally different to another.  Adding those vital measurements will prevent what has happened here.

If the buyer wishes to return for the reason ' does not fit' you can refuse as you have a No Returns on the label.

If they open a case fir item not as described,  you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision.  I won't lie, it's not always easy,  and does favour the buyer in most cases. 

This explains the appeal process:

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

@cblack68