eBay buyer issue - eBay sides with buyer

Ljoker123 on 24/11/2016 - 10:43

Hello everyone

I'm a First-time poster and wanted to get your views on this situation we are really annoyed with at the moment.

To get straight to the point we sell Hosiery products on Ebay and recently sold 6 pairs of socks of Unisex Size 6-11. The day after the item was delivered we got a message from the buyer that the socks are way to big for her as she is size 8 and she would like to swap them for a size 8 socks to which we replied advised that the socks come in a Size range eg 6-11 or 11-14 etc which she replied with saying yes she understands and we responded with asking what is she finding big the length or the width?

Next day we receive a message saying that we are not responding to her query quick and we should have called her in regards to resolving this issue and how she is getting frustrated with sending emails back and forth. We didn't want to call her as it would lead to an argument and resolve nothing instead keep all communication via eBay message

Anyways moving forward we advised her that we have been replying within 1 business day and to resolve the issue for her we can refund her the amount once she returns the item and the return shipping to be paid by the buyer.

And now yesterday she opened a dispute with eBay saying that we have sold her wrong size socks and the sock are 4 cm big. We called eBay and tried to explain our POV and how socks come in a Size range but they kept on siding with the buyer . We even told them we have already lost money on shipping the item as we had free shipping , plus she wants us to pay for return shipping as well . Ebay were less than helpful and advised to sort it out between us.

We don't understand where is it our fault in this?

Your view on this is appreciated

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Comments

  • djsweet on 24/11/2016 - 11:02
    +2

    While it may seem annoying, you are probably out of luck. If you state the size as 6-11 then if the socks don't fit someone within that size range properly then they are not not fit for purpose and the customer has a right to a refund including return shipping. I can see why this is a bummer since the socks come in a range and everyone knows how socks sizing works etc.

    • CyberMurning on 24/11/2016 - 11:21

      but what if the store has policy that return shipping need to be paid by buyer in case of returning (for any reason)?

      happened to me buying stuffs from 2xu.com.au last month. size wrong. they happy with refund but not incl shipping fee to return them.
      are you saying they have broken the law by not providing free shipping return?

      • djsweet on 24/11/2016 - 11:24
        +3

        If there is a problem with the item (not fit for purpose, eg product claims to be size 8, but is actually far bigger) the seller is responsible for postage. If you are returning because of change of mind or because you picked the wrong size by mistake, you are responsible for the postage (unless the return policy specifies otherwise). ACCC

      • joker123 on 24/11/2016 - 11:36
        -1

        This is our return policy
        "We are happy to refund within 7 days, provided the item is send back with Tracking # & be in the same condition as received including all original packaging(items must be unwashed, unworn and unused ).
        The buyer is responsible for all return shipping costs & may be charged a 20% restocking fee if the error was not from our part"

        We advised of our return policy with Ebay but they said we need to work it out with the buyer otherwise we have to pay for the return shipping as the item is not as described

        • djsweet on 24/11/2016 - 11:42
          +9

          Unfortunately your return policy does not override the law.

      • Scab on 24/11/2016 - 12:01

        but what if the store has policy that return shipping need to be paid by buyer in case of returning (for any reason)?

        Irrelevant, the only policy that matters is eBays, the store has to accept eBay's terms to use their service.

        And the eBay Guarantee offers a refund of return shipping if a claim is made.

  • jkcat on 24/11/2016 - 11:07

    If the buyer has paid via PayPal, return postage is reimbursed, unless something fishy's out there.

  • CyberMurning on 24/11/2016 - 11:16

    lots same issue at whirlpool. very interesting. i will try not to sell high value items on ebay anymore.
    few months ago sold surface 4 pro for $1800+. no issues so far.

    knock wood 1000 times

    • IVI on 24/11/2016 - 11:53

      Use GumTree (if there are enough buyers nearby.

      Deliver under a COD w/ No return Option.

      They see & maybe test used product.

      New they see & check in sealed box.

  • minniethemoocher on 24/11/2016 - 11:24
    +2

    Like jkcat stated the buyer should seek reimbursement from paypal for the return shipping. It is my understanding for change of mind returns you don't have to refund the shipping costs, you just deduct it from the refund, but you may have to if the item isn't as described. Just be aware if you do you may get a negative feedback. Fortunatetly this is a small value item and if you are out of pocket it won't be much. The buyer doesn't sound like a scammer, just an unhappy customer. The socks sound like they are men's 6-11, as women's socks are normally 3-8. I think they would be too large for a woman, which may be why she is unhappy.

    • Scab on 24/11/2016 - 12:04

      Like jkcat stated the buyer should seek reimbursement from paypal for the return shipping.

      Nope, if the claim is made via eBay, then the eBay Guarantee kicks in and part of the terms is that the seller has to cover return postage.

    • tomclancy on 24/11/2016 - 12:10
      +5

      The socks sound like they are men's 6-11, as women's socks are normally 3-8. I think they would be too large for a woman, which may be why she is unhappy

      Very much this ^^

      No such thing as unisex socks/shoes sizings. You sold her mens socks. Think of it from buyer's perspective: she is womens size 8 so buys what should be the right size for her, what turns up is way too big. What would you expect from a store who sent way too big socks? I would expect either a replacement with the correct size or otherwise a full refund and I would not be paying for the return delivery.

  • GUYANDSON on 24/11/2016 - 15:39

    Just cut the loss, block the buyer and move on. When it comes to selling on ebay, you'll find the buyer is always right outside of the few, really dumb buyers. Your return policy doesn't mean jack either - if the buyer is unhappy with it then it's getting returned/refunded one way or another.

    Troublesome buyers just aren't worth it.

    • joker123 on 24/11/2016 - 19:49

      Yea thats what we have done. A few months back we had another instance where the buyer did not collect his parcel after Auspost left a card for missed delivery , we sent him numerous messages saying the package is awaiting collection and then it got returned to us by the post. Then he started demanding we either send him the product again or refund his money and we told him we are happy to refund but the shipping will be deducted as we have already paid for it when it was sent in the first place. He opened a dispute with Ebay and we showed them the tracking details from Auspost that showed they attempted to deliver it twice and then only returned it back to the sender. Ebay still said we are wrong and need to either the refund or send him the package again as he has not received it . All the tracking from Auspost didn't make a difference . Its too easy for buyers to take sellers for granted on ebay .

  • Some Human on 24/11/2016 - 21:38
    +3

    Sorry, but there's no such thing as Unisex sized socks. A men's 8 for example is a women's 11. Sure both genders can wear the socks, but the sizing is likely based on a man's foot.
    Looks like there's nothing you can do this time, but I would find out for sure which gender the sizing is for and put that in the listing for next time. Eg: Men's AU Size 6-11 / Girl's AU 6-11 / Boy's AU 6-11 / Ladies AU size 6-11

    As for the postage thing, you can't make the buyer pay for the original postage, as unfortunately you offered it for free.

    It sucks that this has happened to you, but think of it as a learning curve. You have to be thorough with your listings to cover your ass in this sort of instance.

  • affable on 25/11/2016 - 07:38
    +1

    For ebay the customer is always right. If you're a seller like I was, that sux when people abuse the rule. The only time I won a case was when I could prove that a customer expected free ongoing technical support.

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