I wouldn't have given the partial. If she doesn't like the color and if it's too pink, a partial refund isn't going to change the color! So what will she gain from a partial unless all she really wants is a lower price and doesn't care about the color.Hello, ladies!
I am quite sad over a recent ebay experience, so I came here for an honest opinion and possibly advice.
I am an European seller and have recently sold a Max Mara Wool suit to another European buyer, in another country.
I have stated in the description of the item that the suit has a nude/pink color which was my honest opinion on it. I have also stated that the suit was bought from the Italian outlet, so the brand tag was cut and I specifically asked the potential buyers to not buy if the absence of the tag would be an issue (all these were in the description). The buyer claims the suit is a plain pink color and that she doesn't know why the label tag is cut. She claims I have altered the pictures by applying filters (which I did not), because nude suits would sell for more than pink ones (I never even thought about it). She opened a case to return the item and is threatening me with negative feedback. I am attaching my pictures of the suit (the last one is the one she uploaded to ebay, to support her claim of the suit being pink). Am I being unreasonable? To me a nude pink color is exactly what the pictures show. I payed a lot for the shipping, much much more than the buyer payed. I also packed it nicely, hoping the buyer be pleased. What should I do? Thank you for your time.
Later edit - At first she asked for a return or a partial refund, but when I declined, she opened a case. I am not sure if I should have offered a partial refund since I honestly believe I described the suit just like I saw it? To me a plain pink color is quite different from the color of this suit.
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With SNAD (not as described) cases, sellers are (sadly) responsible for shipping in both directions but if you don't agree to the return, she'll escalate and ebay will decide in her favor. They'll also still charge you for the return label but worse, you'll get a ding on your account for not resolving the case yourself.
As painful as it is, my recommendation is to check the box that allows the buyer to return it for a refund. (Do NOT check to refund without the return. Read the options carefully.)
Once you agree, buyer has a certain number of days to ship and if she doesn't return it, you can call ebay to close the case.
If she does return it, you have a date by which to issue the refund.