Need Advice: Buyer Wants Refund Because Bag is "Too Small"

MissPoppy · Jun 2nd, 2008, 05:09 PM

I'm a relatively inexperienced eBay seller (probably have only sold about 20-10 items since 1999), but I've purchased 100s of items. A few months ago I started listing some of my Louis Vuitton handbags that I hadn't used in years and had finally convinced myself to let go of. One of these bags was the Louis Vuitton Montsouris MM Backpack. A zero feedback eBayer purchased it with Buy-It-Now and paid immediately. I shipped the bag out the next day.

Well, the buyer was not home when USPS tried to deliver the bag (May 3rd), so I kept contacting him/her telling him/her to either (a) pick up the bag from the post office or (b) have USPS redeliver the bag. So for weeks the bag just remained at the post office. Today (June 2) the buyer finally picked up the bag. Why it took so long, I have no clue...

I just received an email from the buyer saying "Hi, i received your bag, it is in extremely mint condition however its very small. i would like to make a return im very sorry."

I looked back at my auction and I didn't include the measurements, but I did indicate that it was the MM (medium bag). So should I accept his/her return? Am I completely out of luck here?

Any advice would be greatly appreciated!

sallygirl · Jun 2nd, 2008, 05:12 PM

why didn't she ask for measurements if size is an issue? Did you state "no returns" in your auction? I am not an eBay seller don't these questions seem rather logical?

lmartinx1 · Jun 2nd, 2008, 05:14 PM

I would say buy at your own risk! Did you even offer a return policy in you listing? I think she should have done her research or asked for measurements. Kind of sounds like buyers remorse to me. I wouldn't expect a refund unless the item was defective or grossly misrepresented. eBay is not like shopping at Nordies! lol

MissPoppy · Jun 2nd, 2008, 05:15 PM

Quote:

Originally Posted by sallygirl

why didn't she ask for measurements if size is an issue? Did you state "no returns" in your auction? I am not an eBay seller don't these questions seem rather logical?

Yes, I stated "no returns." And you're right...if size was an issue for me, I would have asked the measurements if I wasn't already aware of them. I think it may be a case of buyer's remorse.

neatfreak · Jun 2nd, 2008, 05:24 PM

Sounds like buyers remorse to me. If you didn't list returns as an option, then she should just resell it...

emxowm · Jun 2nd, 2008, 05:53 PM

If buyers want the option of returning the item, then they should buy from a retail store. She even acknowledged that the bag was in great condition...I would let her know that the only way you consider returns is if the bag is not as described in the auction, since that is not the case the "no return" policy stands.

purseladyabc · Jun 2nd, 2008, 06:21 PM

This is the biggest problem with ebays new feedback policy. She can now leave you negative feedback for nothing.

MissPoppy · Jun 2nd, 2008, 06:30 PM

Quote:

Originally Posted by purseladyabc

This is the biggest problem with ebays new feedback policy. She can now leave you negative feedback for nothing.

Yeah, I know...It REALLY stinks. I've been a member since 1999 and have never had a negative/neutral. But at this point, I'm willing to take the hit.

lilyhermes · Jun 2nd, 2008, 06:43 PM

Quote:

Originally Posted by misspoppy

yeah, I Know...it Really Stinks. I've Been A Member Since 1999 And Have Never Had A Negative/neutral. But At This Point, I'm Willing To Take The Hit.

I Would Be Too! If She Was Unsure Of The Size, She Should Have Emailed For Exact Measurements If They Weren't Listed. I Know I Always Do.

It's A Shame To Have A Perfect Positive Score Damaged, But It Shouldn't Affect Your Ability To Sell In The Future. If She Leaves You A Negative, You Can Reply To Her Feedback And Simply State That She Never Asked For Measurements And That You Stated The Model/style Correctly In The Description.

forenfinal · Jun 2nd, 2008, 06:46 PM

Since the measurements were not in the listing and she never asked for them - shame on her. As a suggestion as a fellow seller - include them - then there is nothing that can be said. I include them and had transposed one of the numbers and when my buyer received the bag she acknowledged that the bag was great and cute but was disappointed that is was smaller than was indicated in the listing. I reviewed everything and saw the issue and offered her an apology and to refund her shipping price since I did not get the impression from her that she really didn't want to keep it. If she had I would have accepted the return as it was my fault. Maybe in the sake of customer satisfaction you could offer to refund the shipping cost to your buyer and see if that would encourage them to keep as opposed to return it?!?

lorihmatthews · Jun 2nd, 2008, 06:46 PM

The buyer is probably taking advantage of the fact that you didn't list the measurements in the auction. Personally I would say I don't accept returns.

Be careful about bait and switch though if you accept a return.

MissPoppy · Jun 2nd, 2008, 06:52 PM

Quote:

Originally Posted by forenfinal

Since the measurements were not in the listing and she never asked for them - shame on her. As a suggestion as a fellow seller - include them - then there is nothing that can be said. I include them and had transposed one of the numbers and when my buyer received the bag she acknowledged that the bag was great and cute but was disappointed that is was smaller than was indicated in the listing. I reviewed everything and saw the issue and offered her an apology and to refund her shipping price since I did not get the impression from her that she really didn't want to keep it. If she had I would have accepted the return as it was my fault. Maybe in the sake of customer satisfaction you could offer to refund the shipping cost to your buyer and see if that would encourage them to keep as opposed to return it?!?

Yeah, that's a good idea. And you know what...I looked back at all my other auctions and I included the measurements under every single one! LOL Just my luck that I didn't inlcude them on this one.

moi et mes sacs · Jun 2nd, 2008, 07:06 PM

Its up to you really. The buyer should have asked for size. In a well known bag like that you may have expected a serious buyer to be fully aware of the size. In future do write the measurements in your listing and however well you have measured still say sizes are approximate as there will always be one who measuresit a fraction of a centimetre less and wants a refund!!

forenfinal · Jun 2nd, 2008, 07:34 PM

IMHO - I would offer the shipping refund and see how they react-just suck it up and apologize for not including them and since you were not asked you assumed she was familiar with the bag. Could I offer you a refund on your shipping kind of thing. If she refuses you are better off to probably just take the return... Be sure you have the pics of the bag that was sent and then be sure to GOTO the PO and open the package there in front of the agent and video it or take pics with correct dates/time on the camera and make a statement that the PO agent can sign acknowledging that they say they witnessed the opening of the package and the item in the pics from _____ (date) is the item they saw you (seller ID) remove from the packaging. Hope this works out for you!

Good Luck!

smallfry · Jun 2nd, 2008, 07:49 PM

Quote:

Originally Posted by purseladyabc

This is the biggest problem with ebays new feedback policy. She can now leave you negative feedback for nothing.

Maybe since your auction ended before the May 19 changes, it isn't included in the new feedback rules? That would be nice.

I don't think you need to offer any refund. If there was any question as to size, the buyer could have asked for measurements...plus you state a no-return policy in your auctions. Good luck and keep us posted

Jun 2nd, 2008, 05:09 PM	#1
MissPoppy Member Location: Atlanta, GA	Need Advice: Buyer Wants Refund Because Bag is "Too Small" I'm a relatively inexperienced eBay seller (probably have only sold about 20-10 items since 1999), but I've purchased 100s of items. A few months ago I started listing some of my Louis Vuitton handbags that I hadn't used in years and had finally convinced myself to let go of. One of these bags was the Louis Vuitton Montsouris MM Backpack. A zero feedback eBayer purchased it with Buy-It-Now and paid immediately. I shipped the bag out the next day. Well, the buyer was not home when USPS tried to deliver the bag (May 3rd), so I kept contacting him/her telling him/her to either (a) pick up the bag from the post office or (b) have USPS redeliver the bag. So for weeks the bag just remained at the post office. Today (June 2) the buyer finally picked up the bag. Why it took so long, I have no clue... I just received an email from the buyer saying "Hi, i received your bag, it is in extremely mint condition however its very small. i would like to make a return im very sorry." I looked back at my auction and I didn't include the measurements, but I did indicate that it was the MM (medium bag). So should I accept his/her return? Am I completely out of luck here? Any advice would be greatly appreciated!

Jun 2nd, 2008, 05:12 PM	#2
sallygirl Member	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" why didn't she ask for measurements if size is an issue? Did you state "no returns" in your auction? I am not an eBay seller don't these questions seem rather logical?

Jun 2nd, 2008, 05:14 PM	#3
lmartinx1 ♥♥ RM ♥ tPF♥♥ Location: Mile High State	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" I would say buy at your own risk! Did you even offer a return policy in you listing? I think she should have done her research or asked for measurements. Kind of sounds like buyers remorse to me. I wouldn't expect a refund unless the item was defective or grossly misrepresented. eBay is not like shopping at Nordies! lol

Jun 2nd, 2008, 05:24 PM	#5
neatfreak Member	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" Sounds like buyers remorse to me. If you didn't list returns as an option, then she should just resell it...

Jun 2nd, 2008, 05:53 PM	#6
emxowm Member	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" If buyers want the option of returning the item, then they should buy from a retail store. She even acknowledged that the bag was in great condition...I would let her know that the only way you consider returns is if the bag is not as described in the auction, since that is not the case the "no return" policy stands.

Jun 2nd, 2008, 06:21 PM	#7
purseladyabc Member	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" This is the biggest problem with ebays new feedback policy. She can now leave you negative feedback for nothing.

Jun 2nd, 2008, 06:46 PM	#10
forenfinal My 'lil honeybun! Location: USA	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" Since the measurements were not in the listing and she never asked for them - shame on her. As a suggestion as a fellow seller - include them - then there is nothing that can be said. I include them and had transposed one of the numbers and when my buyer received the bag she acknowledged that the bag was great and cute but was disappointed that is was smaller than was indicated in the listing. I reviewed everything and saw the issue and offered her an apology and to refund her shipping price since I did not get the impression from her that she really didn't want to keep it. If she had I would have accepted the return as it was my fault. Maybe in the sake of customer satisfaction you could offer to refund the shipping cost to your buyer and see if that would encourage them to keep as opposed to return it?!? __________________ *I have www.bonanzle.com* 'd ~~~ Have you?!? BLAH - BLAH - BLAH** forenfinal says "Dear God, It is me. Please do me a favor and answer my prayers..." Wait a sec is that ANOTHER one?!? "God, am I on hold?"

Jun 2nd, 2008, 06:46 PM	#11
lorihmatthews Persian Love Location: San Francisco	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" The buyer is probably taking advantage of the fact that you didn't list the measurements in the auction. Personally I would say I don't accept returns. Be careful about bait and switch though if you accept a return.

Jun 2nd, 2008, 07:06 PM	#13
moi et mes sacs Science Geek!	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" Its up to you really. The buyer should have asked for size. In a well known bag like that you may have expected a serious buyer to be fully aware of the size. In future do write the measurements in your listing and however well you have measured still say sizes are approximate as there will always be one who measuresit a fraction of a centimetre less and wants a refund!! __________________ If you never change your mind, why have one? Edward de Bono

Jun 2nd, 2008, 07:34 PM	#14
forenfinal My 'lil honeybun! Location: USA	Re: Need Advice: Buyer Wants Refund Because Bag is "Too Small" IMHO - I would offer the shipping refund and see how they react-just suck it up and apologize for not including them and since you were not asked you assumed she was familiar with the bag. Could I offer you a refund on your shipping kind of thing. If she refuses you are better off to probably just take the return... Be sure you have the pics of the bag that was sent and then be sure to GOTO the PO and open the package there in front of the agent and video it or take pics with correct dates/time on the camera and make a statement that the PO agent can sign acknowledging that they say they witnessed the opening of the package and the item in the pics from _____ (date) is the item they saw you (seller ID) remove from the packaging. Hope this works out for you! Good Luck! __________________ *I have www.bonanzle.com* 'd ~~~ Have you?!? BLAH - BLAH - BLAH** forenfinal says "Dear God, It is me. Please do me a favor and answer my prayers..." Wait a sec is that ANOTHER one?!? "God, am I on hold?"