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A quick ebay question from a novice

3 replies

Jumblebee · 10/07/2014 15:36

I was just wondering, if an item has been received by the buyer but they say it is faulty and want a refund, what happens with the cost of the return postage?

My mum has a case open against her and a buyer is claiming there is a rip in the dress. My mum said she checked it over after it had been washed and ironed and there was no such damage, but I guess that's irrelevant.

The buyer is asking for a refund of the original postage costs + cost of the item but also wants the return postage costs paid for as well. My mum has already stated she would refund the initial postage costs + cost of the item but will not refund the return postage.

I've looked on the terms and conditions and it says that if an item is significantly not as described and the buyer would like a refund, they must return it via recorded delivery and they cover the return postage cost. Is this the same if the item is "faulty"? It's a difficult situation because I know my mum would never sell anything without honestly disclosing its condition (she has a very good star rating apparently, I know nothing about ebay so that means very little to me) yet saying that is basically accusing the buyer of tearing the item purposely because either a) she didn't like it or b) it didn't fit.

So can someone tell me (after this long post!) who would pay the return postage if the buyer claims an item is faulty?

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nickstmoritz · 10/07/2014 16:00

It may be that the buyer managed to tear the dress trying it on, it may be that the tear is hard to see until on so your mum inadvertantly missed it. She could ask the buyer to send a pic of the tear to compare to her original photos but tbh it is probably not worth it. If the buyer insists it had a hole / tear then it is best to refund and move on. As for return P&P I don't think your mum is obliged to pay returns but most sellers do if item is faulty and the risk is trashed fb and a neg from an unhappy buyer if she has to return and be out of pocket. One of those annoying ebay things really. Seller is doubly out of pocket with both sets of postage. Tell your mum to put the buyer on her blocked list.

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Jumblebee · 10/07/2014 16:08

Thank you for the reply Smile I shall tell her! It's difficult because it becomes her word against theres! I'm not sure if she has asked for a picture of the damage so I shall ask her! Thanks again for the advice.

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Butterflyspring · 10/07/2014 17:00

she cannot be forced to pay return postage costs - but the buyer will probably neg if they aren't refunded those too.

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