Customer asking for a return?!?

[cashmerevintage]

I sold a pair of shoes to a girl on the 12th because she paid with an e-check through pay pal it took a few days to clear and i sent them out the day after it cleared. she got them on the 22nd and now today she just conv'd me to tell me that the soles are falling of and she wants to return them? I know with out a doubt in my mind that they left my house in perfect wearing condition i feel that she is just having buyers remorse. I want to ask for a photo of the damage but i'm afraid that she might do some thing to them. if its just a sizing thing. It also states in my policies ( which i know no one reads ) That I do not accept refunds. I want people to be happy should i just refund her and if so what about shipping do i refund it all? This is my first refund!?! thanks.

[Former_Member]

It's the buyer's fault if they don't read your Policies! If you clearly state that you do not do refunds after items have shipped, you are not obligated to do anything more. Don't be a pushover- decide your limits and stick to them. Otherwise, you're allowing buyers to take advantage of you.

I just read your Policies and, as long as the part about sales being final was in there before the order was placed, you shouldn't be giving a refund.

[cashmerevintage]

Thanks i Know i try to please everyone just want to make them happy but I've never taken refunds its always said that. I try so had to make sure all my items are next to perfect. Plus i really feel like she might be trying to pull something first it was she didn't get her package then when i checked my delivery conf # i saw that they had arrived two days prior she was oh okay i'll check again then three day after that she wants a refund? I just need to know my rights agian.

[Former_Member]

Agreed. This happens to me more than it should. They end up not liking a scent and want to send it back. Um...no. Buy a sample size.

Stick to your policies. If you want to start accepting returns, change your policies. Do not let other people push you around. Your work is awesome and so is your shipping etiquette! :) I got a little motivational lol

[HullStreetStudio]

You should be careful in some cases about your no refund policy. When they pay with paypal they can just get a refund through PayPal if PayPal thinks it's justified even when you don't. But I don't think that applies here, this seems more of a buyers remorse like you said. Ask for the damage photo and if they actually are tell her you'll refund her order once you receive them back. Or stick to your guns. Whichever makes you feel more comfortable. You may be facing negative feedback if you do though. But that happens sometimes in this business

[cashmerevintage]

Thanks! now i just have to figure out how to say no. LOL but in all seriousness should i ask for a photo of the damage she is clamming or just formulate a nice refusal letter.


Just saw ur reply Erica. Thanks i'll ask for a damage photo

[Former_Member]

I always ask for a photo. But if you think she may be capable of damaging them for the photo, you can offer an exchange only (she pays shipping costs) if the item is actually damaged. That's what I would do. It's hard to tell if people on the net are really being honest.

[cashmerevintage]

I know its just fishy because she tried to say they were not delivered first when i get deliver conf # on everything and it told me they had been delivered two days prior now its oh there damaged and she has no previous buys and no info which always makes me nervous.

[HullStreetStudio]

If I were you I would ask for the damage photo. But just because I can picture the negative feedback saying something awful like 'sent me damaged shoes, they're totally unwearable and refused to do anything to fix it' just because some customers are insane they can still write legit sounding feedback. But she may also write like a lunatic and anyone who reads the feedback in the future will know she is.

Your policy states no refunds though. So I would also politely tell her that your policy has always been to not make refunds. All vintage items are gently loved and that makes them even more special. They all have wonderful little stories and a different kind of beauty than what's available today. You check every item to make sure there is no significant or integral damage and would not send out a piece that was.

[cashmerevintage]

Thanks Erica and jeb! You just gave me great inspiration for my convo!

[ecarlateboutique]

Sellers get put in a odd position with these sort of situations. There is always the thought of a negative feedback looming. I personally do not accept returns but have had odd situations and I weigh the options if it is benefitial to fight it out.

[cashmerevintage]

Thanks guys for all your help this is soo nerve racking when it happens for the first time! I really am going need a glass of wine after this! I know you cant please everyone but oh how we sometimes try. I'm going to ask for a photo of the damage letting her know that i don't take returns as a rule but since its "unwearable" i'll review and take it form there.

[Davs]

I actually am pretty sure that you HAVE to accept returns, no matter what you state in your policies. Also paypal sides with buyer 99% of the time.