I sold a pair of shoes size 4.5 (the size is clearly stated on the sole) and I state on my listings for customers to check the description and all photographs carefully as I do not do returns. The customer has contacted me for a refund as she says that the shoes are faulty i.e. smaller than another pair of shoes she bought of the same brand but not the same style. When i said that they were a 4.5 and told her to look on the sole she said that they must have got wet and shrunk? As a goodwill gesture i told her to send the shoes back and I would refund her the cost of the shoes. She wants me to refund her completely but why should I be out of pocket if I have supplied the right item. The shoes just did not fit her. I have been going backwards and forwards with emails all day and she told me that she had decided to sell them on. Then I noticed that the payment was pending in paypal so she must have opened a case without letting me know so it is a good job that i checked my paypal account.
I would tell her that you don't accept refunds for items that were accurately described or for buyer remorse.
IF and only if she opens a dispute and wins then normally paypal would tell her to return the item at her own expense (trackable to prove delivery) before you have to refund.
However if she opens an ebay dispute if the sale was on ebay then different rules may apply and you would need to ask on the ebay forum.
Advice is voluntary. Kudos / Solution appreciated.
She wants to send the shoes back and she is willing to pay the postage.She wants me to refund her the original postage. I have offered to pay half as I have not done anything wrong and dont see why I should be out of pocket
Also I dont understand why she has opened this case with Paypal when the obvious route would have been Ebay resolution centre where they would have been able to see the dialogue of the emails we have been exchanging.
