Buyer has returned dress, I think it's been worn and it stinks of cigarettes

[2011-ckb]

I recently sold a brand new dress with tags.  After a few weeks, the buyer sent me a message stating I incorrectly listed the size - so I agreed I would accept them returning it.

The dress has since arrived and absolutely stinks of cigarettes - although the tags have not been tampered with.

I believe the buyer has probably worn the dress as the tags could have been hidden, but I will now need to get the dress fully cleaned before it can be relisted.

How do you think I should proceed with the buyer - do I just refund the cost of the dress minus postage, or do I just refund the full amount?  I think if she complained to Ebay they would side with the buyer as seems to be the case in most instances.

Thank you.

[rusticrye]

Ebay has no idea what condition it was in when sent or when received back, as they were not present when sent or received back, so you have to refund the buyer in full, as per Ebay's Money Back Guarantee (which you agreed to abide by when you registered your account). Refunding in full is not only an Ebay requirement, but the law.  You cannot withold any element of the buyer's original payment. Then, if it's worth it to you, deal with the buyer outside of Ebay using the legal route to recoup your losses.

Once you've refunded in full through the return request or case, you will at least get the selling fee credited back to your Ebay account.

If you haven't already done so, add the buyer's Ebay ID to your Blocked Bidders List, and report the buyer to Ebay (from the 'report' link on your 'leave feedback' page) for abusing the Money Back Guarantee. A few of those from different sellers, and the buyer's account will soon be toast.

@2011-ckb 

[1956glyn]

2011-ckb just to add. If as yet your buyer has not opened a case under Ebays money back guarantee before i did anything i would go to social media (FB) and see if your buyer has an account and uploaded any pictures of them actually wearing the dress. Depending on what i found...if anything....would determine my next move.

[2011-ckb]

I did look into social media, but nothing came up.

My only concern is do I refund the postage, as I did ship the item out and I am a private seller and specifically do not do refunds. I only agreed to a refund as they highlighted it was incorrectly listed. A lot of high street shops do the same thing, they refund the cost of the item but not the postage. Thanks again.

[ruby*tuesday]

Basically if she has just Posted it back to you with No Ebay or PayPal involvement you can do whatever you want to 🙂

[1956glyn]

Until the Buyer takes the OP to small claims court..................