Item posted, seller wants a refund as dress was not the same she had in her wardbrobe??

[wewe_60]

I made a sale of an lovely Reiss asymetrical (off the shoulder) natural coloured woolen dress size L

I posted the dress and was happy, only to find the buyer then requested a refund as it was not the same as a black dress the buyer had in her wardrobe??

As I have never encountered this before, I agreed to the return so paid for another label for the dress to be returned only to find she is now on holiday and therefore I will not get it back before February 3rd?

I am not happy with all of this, has anyone else encountered this type of issue please?

[**peaseblossom**]

if she doesn't send it back within ebay's timescale the return case will expire without refund.   You won't be charged for the postage label.  I'm assuming you haven't refunded upfront?

[dancewithadingo]

Good Evening We

Although extremely galling your buyer can indeed return the item. As it was only sold 3 days ago i assume that she received it yesterday as such she has plenty of time left in which to send it back.

It sounds to me like a 'change of mind' return request. That said as you have already issued a label then it would appear that you will have to pay for it to be sent back. Normally change of mind requests are at the buyers expense.

Just wait for the return and then refund in full. As it is such an attractive item and your photo is excellent I am confident that you should be able to re-sell it without any problems. 

I am afraid that these things happen on eBay just remember that you are virtually sending items out on approval,very akin to the old days of buying from a catalogue, and thus you are subject to items being returned,for numerous reasons.

The only other approach open to you is to offer her a small partial refund and hope that she accepts. I do feel however that she has made her mind up. The ball is in your court.

Don't let this incident put you off and good luck. 

[vintique*violet]

I am sorry this has happened to you - as you are a private seller you do not have to accept returns for a " change of mind"...nor do you have to pay for return post, that is for the buyer to pay particularly as the item was as described ...  although most genuine good sellers will look after their customers as best they can, I feel you have been taken advantage of... really eBay is not a buy, try  and return marketplace just because it is not liked, but people are treating it this way and  it will probably become worse once the BPF comes into play. 

You have done the correct thing in as much you have " honoured" your buyer...  I only hope that the dress is returned to you promptly and in the very same condition it was sent out.

It is gorgeous by the way, and Reiss are of excellent quality. 

[redrumriding]

Agreed, I hope eBay doesn't become like an online retail store. We have retailers granted, but we can't be doing with people buying 3 items and then sending 2 back that didn't fit - all at the seller's expense. The buyer bought a dress on the off-chance that it was the same as the dress in her wardrobe, what were the odds (rolls eyes)? The poor seller. Sellers need to be able to give more comprehensive feedback on buyers - it's got to be a two way street.

[vintique*violet]

As a private seller, we do not have to accept returns for " change of mind" requests as per eBay policy as  it is a pre-loved ( used) dress of which the buyer had ample description and photos... Plus if the seller does accept the return , it is at the buyers cost  not for the seller to pay the return postage.

Returns are only if the seller  misrepresents or not as described etc, not a buy it, try it ,return it because they ( buyer) have changed their mind for whatever reason. 

It is at the sellers discretion, however many buyers use this to their advantage and threaten negative feedback if sellers do not comply with their demands...not saying this happened in this case, but it does give a buyer the " upper-hand" particularly that sellers can no longer provide" "genuine" feedback to the buyer. 

@dancewithadingo 

@wewe_60  including the sellers " handle" as the reply button did not work again , so that they may view all responses to assist. 

Edit to add wewe60 note as original message reply did not work. 

[vintique*violet]

@wewe_60 

I am repeating my original  message as I did not include your " ebay handle"... in the hopes that you will see all responses.

I am sorry this has happened to you - as you are a private seller you do not have to accept returns for a " change of mind"...nor do you have to pay for return post, that is for the buyer to pay particularly as the item was as described ...  although most genuine good sellers will look after their customers as best they can, I feel you have been taken advantage of... really eBay is not a buy, try  and return marketplace just because it is not liked, but people are treating it this way and  it will probably become worse once the BPF comes into play. 

You have done the correct thing in as much you have " honoured" your buyer...  I only hope that the dress is returned to you promptly and in the very same condition it was sent out.

It is gorgeous by the way, and Reiss are of excellent quality. 

[vintique*violet]

Some businesses offer this and it would be in their own terms and conditions and following consumer law. Private sellers selling second hand items are not at liberty to accept a return just because a buyer changes their mind or it didn't fit... whilst this is at the sellers discretion ( and many good sellers look after their customers, particularly if they are repeat buyers)  it is unfair for a buyer  to expect a private seller to not only pay for their mistake, but to  pay for the return post. 

Many sellers and even some businesses would offer a partial refund,  others would simply stand firm about the postage fee or their right not to accept a return request for a " change of mind"... I actually find it extremely " cheeky" to do this.  I have purchased a couple of jumpers in the past and once tried felt they didn't suit... that was my mistake not the sellers so you take it on the " chin" - I passed them to my sons girlfriend who loved them and to be fair  the colour suited her far better 😉 ... 

Regarding feedback - I do think it is unfair not to be able to give " genuine" feedback to buyers... I think this would solve a lot of issues...

[wewe_60]

Thank you so much for your feedback on this very frustrating situation regarding the change of mind? from the BUYER, I felt obliged to send a return label, other alternative would be a refund but felt I would never get the dress back

I will now have to wait it out and hopefully get the dress back by the 3rd February

In the mean time I am not confident with the situation and by eBay’s policy

As you stated, it doesn’t bode well for private sellers, I am not running a business, I’m clearing out my wardrobe of quality items

Thank you
Sent from my iPhone

[wewe_60]

Thank you all the advice, feedback regarding this fabulous woollen dress

I have never had this issue before, I was just clearing out my wardrobe of quality items and felt other buyers would be happy with them?!

I hope eBay gets to read these messages from the community and help out if this problem escalates to ‘not getting it back’

I feel like I have been taken advantage of and it is making me nervous about other items I am selling

Many thanks again
Sent from my iPhone

[tressygirl]

eBay does not come to these boards to read the posts, more's the pity.

The rules for eBay's MBG Money Back Guarantee are clear,  if a buyer wishes to return an item for the reason .... change of mind,  they need to do so within 30 days of the item's last estimated date for delivery, and they pay for the return tracked postage.

If the item is not returned,  you do not refund.

If you have a No Returns on your listings,  as a Private seller you can refuse the return.  Personally,  I would not do this as then you may have an issue with the item being returned damaged, and under a case of item not as described, a case you would have to accept,  and fully refund the item.

It is unfortunate when this happens,  but as said do not let this put you off selling,  it's not a common occurrence  and you'll probably sail through dozens of future sales,  with no issue.

@wewe_60 

[wewe_60]

Thank you for your response regarding this issue

Sadly, if I do not get the dress back, i will think again about selling on eBay

I did have a previous account with eBay which left me feeling let down so closed it down after 15 years, I opened another account and now this happens

And another thing, suddenly this buyer is away??

Many thanks again
Sent from my iPhone

[tressygirl]

If you do not get the dress back then you do not refund your buyer.

@wewe_60 

[dancewithadingo]

Good Morning We

Don't get too despondent. These things happen. I know that it is very annoying and frustrating but in the words of GG you will survive.

Your items are first class and high quality,additionally your pictures are super. Don't stop selling because of these hiccups. 

As I said previously selling on eBay is stressful and open to abuse etc. You are sending things out on approval, just like the old days of Gratton and Littlewoods catalogues when buyers returned items they didn't like or didn't want. 

Your 'problems' will be far outweighed by your sales. You have to accept and expect the odd thing to go wrong.  Deal with it,swear under your breath and move on. 

In the latest situation as TG says if you don't get the dress back then you don't have to refund.  In your position I would accept the return and refund and then resell. You might even get more for the dress next time around.

Playing Devil's Advocate it's just possible that your buyer bought it to take away with her on holiday and return it when she gets back. We will never know. 

Keep your chin up and don't stop selling (again).  The nice people that you will sell to and deal with outnumber the occasional Ratbag.

Carry on selling.

[lucy_farmer]

'And another thing, suddenly this buyer is away??'

Buyer may be trying to make things awkward for you, so you give up and just refund *before* they return it...

[tressygirl]

I would definitely accept the Return @dancewithadingo  and  am just making sure  wewe60 knows she doesn't refund until the dress is back with her.

You are completely correct,   get the dress back resell it,  it may even sell for more !  🤗

Oh the joys of selling online !  😊

[wewe_60]

Scary! I think 🤔

After posting feedback on eBay Community Hub …….
Guess what? the buyer has posted back dress to me today 👏

Thank you everyone for your great helpful comments

I don’t feel quite so angry as I was a day or so ago 😤

👍👍



Sent from my iPhone

[wewe_60]

It’s on it way back today 🤞I thank everyone for their kind and encouraging comments

Sent from my iPhone

[vintique*violet]

Fabulous news, hope it arrives back in good time.  I would encourage you to read about the returns process on eBay for Private Sellers. 

You really do not have to accept a " change of mind return "  as per eBay policies,  it is at the discretion of the seller.  

Whilst many good sellers would ( like you have done ) many don't because they do not have to, we are not a shop or a catalogue. 

Good luck with your future endeavours. 

Please read about all the new upcoming changes from Feb 4th so you are aware of how to proceed with your sales/buyers/account. 

 Edit..spelling..