buyer receives item but asks for refund

[23sweetcandies]

I sold a pair of Steve Madden loafers 2 weeks ago and buyer received it yesterday.  first message, she claims the loafers are fake. i guaranteed her and told her i can provide price tags and receipt as evidence that they're authentic.  then she messages back saying they don't fit her.  my listings states no returns accepted.  i failed to state in my listings that refunds are not accepted as well.  what should i do? do i ask her to return them to me then i will refund her? am i obligated to refund her since it's not my problem that the shoes don't fit her? should i ask her to take clear pictures of the shoes and send me to pictures before returning them to me? any suggestions how to handle this case?

thanks in advance!

[dmil8030]

How to handle it, . . . hmmm, . . . I'd say politely and professionally. 🙂  First of all, there is no point in stating that you do not accept returns because if a buyer files a Not as Described dispute, she will get a refund when she sends the items back.  Thus it is equally pointless to say you do not give refunds because you do indeed give refunds, if not always voluntary.

An open case is very bad on a seller's record, and as a newbie with very little feedback you ought to avoid that if possible.  In my view, you would be best off accepting a return and when you get the shoes back (not before), refund her.  Refund the item price plus original shipping fee, because that is what she will get if she files a claim.  No need to refund the return shipping fee if she simply changed her mind. 

The obstacle you might face would be if she insists on you paying return shipping fee, which you do not have to do, but she can leave feedback and you do not want a negative.  It would be extremely damaging to a new seller.  So you would then have to decide for yourself if it is worth paying her return shipping fee as well in the hope that, along with some sweet talk, she will leave positive, or at least none at all.

If the buyer could 'prove' the shoes are fake she would do that.  I believe that is simply an accusation and she merely changed her mind, particularly in light of her subsequent assertion that they didn't fit.  Either way, do the most you can to help yourself and that means being nice to her, - hard as that may be.  Accept the return and refund her.

[heidilynn0_3]

Unfortunately , you have a PITA buyer on your hands and as dmil says, handle nicely, professionally ..you are unhappy with your purchase , i will issue a full refund on your returning the shoes.

Avoiding bad feedback should be the outcome you desire but keep in mind that you can't please some people no matter what you do , especially, if they are trying to take advantage.

[23sweetcandies]

Thanks for the advice and suggestions! I am really unwilling to refund the money but ugh, I'm a very disappointed at how unfair eBay treats us, small sellers.

Thanks again!