Do you have any advice for how I should deal with my first refund request?

[Former_Member]

Hi there! I just received my first refund request on this vintage Marimekko dress:

https://www.etsy.com/transaction/145000460

The buyer claims that she wants to return the dress because it fits like an XS rather than an S, although the listing title says XS-S. And she says that the dress is a lighter gray than is shown in the picture.

My shop policy is that I do not offer refunds. I feel bad that the dress doesn't fit her, but my shop policy exists for a reason. She has already opened a dispute with Paypal, and they've already temporarily removed the money from my account which is a bummer.

What would you do in this scenario?

[Former_Member]

I would let her send the dress back. Paypal is probably going to give her the money back anyway, so you might as well get your dress back right?

[MaxplanationPhotos]

you should offer refunds, then you can resell it

[DaliaShamirJewelry]

I agree, I would refund the money, (as Jessica said, you don't really have another option) minus shipping cost - if you can at least get that back from PayPal. And she should of course send you the dress back.

[Former_Member]

Thank you!

[Former_Member]

Is this an appropriate letter? Too much? She apparently didn't read my Policy, so she might not even read this!

/////////////////////////////////////////////////////

Hi Ellen,

I'm happy to give you a refund on the price of the dress. You may also exchange for another item in the shop if you'd like - I will be posting several more vintage items over the weekend which range from size XS to M, and you could also return for store credit. Do any of these options appeal to you?

Please allow me to clarify that the title of the listing does say "XS-S," and my Shop Policy states that I do not offer refunds. However, since I also love vintage shopping on Etsy, I know it must've been disappointing to buy a lovely dress that didn't fit, which is why I'll make an exception on the Refund Policy in this case.

I've improved my own shopping success rate by reviewing each shop's policies prior to purchase, asking lots of questions, and requesting additional photos just to be safe! Just a tip. =)

I hope you'll be willing to close the dispute on Paypal at your earliest convenience - you possibly don't already know that Paypal actually already withdrew the money from my account even though the dispute has yet to be settled. Surprise withdrawals are quite tough on wallet, I'm sure you understand! Thank you!

Please ship the dress to:

X

Once I receive the dress I will issue your refund for $99.99 right away.

Thank you again! And please let me know if you have any questions!

Kiriko

[WintergreenDesign]

I think the letter is a bit too much. I would apologize for the dress not fitting and give the return address. It was unworn and you can still sell it. It's not pleasant to have to refund money (minus shipping costs) but you may gain a repeat customer if you handle the situation as you would want it handled if you were the customer.

I would also change your policies where you've stated "+ I do not refund for lost or stolen packages (if you would like insurance, please get in touch)". Insurance is for your benefit not your customers... as you can see they will get their money back regardless of what your policies state.

[Former_Member]

Thanks for the feedback Christina! I edited as per your suggestions:

Dear Ellen,

I'm happy to give you a refund on the price of the dress. You may also exchange for another item in the shop (I'll be restocking this weekend) or return the dress for store credit.

I'm so sorry that the dress didn't meet your expectations. Since I also love vintage shopping on Etsy, I know it must've been disappointing to buy a lovely dress that didn't fit, especially at this price point, which is why I'll make an exception on the No Refund Policy in this case.

Please ship the dress to:

...

Once I receive the dress I will issue your refund for $99.99 right away. Please close the dispute on Paypal at your earliest convenience so I can issue the refund as soon as the dress arrives.

Thank you again! And please let me know if you have any questions!

[TheSalvagedEdge]

In the future you should have many more measurements on clothing if you aren't going to offer refunds.

chest
waist
hip
sleeve width
sleeve length
shoulder width
wrist width
length from neck (or waist)
ETC

At least give the person the opportunity to have the right measurements. It will help on Paypal claims if you have every detail documented so the person has no doubt about what they are buying. Also, it might get more buyers for you because people won't see a vague description and pass up on a cute find.

[Former_Member]

I know you asked for how to deal with this particular refund. I have a suggestion that could prevent or minimize this from happening again.

I noticed that your listing did not include the garment measurements. A lot of clothing sellers on Etsy lay the garment flat, measure across the garment at the bust, waist and hips and include that information in the listing. They specify whether the measurements are side to side or total (probably so people like me don't freak out at a 20" bust measurement).

Having those measurements in your listings will make it easier for buyers to understand how an item fits.

[Former_Member]

Thanks ladies! That dress was one of my first vintage listings, and the customer purchased it within minutes of my posting it so I didn't have the chance to enrich the description as I did with my other listings. Now I know better!

It appears that buyers who pay with Paypal have an advantage in that they can demand a refund regardless of one's Shop Policy says (as I noted in the first draft of my letter to the customer, Paypal has already withdrawn money from my account despite the dispute not being resolved yet). Is that the case for other forms of payment as well? What is the purpose of having a Refund Policy if it can be overridden by the buyer's payment vendor?

[WickedWalls]

Paypal will force the refund of all the original payment (including shipping) , so no point asking her to close it just for her to receive the price of the item

Just stating a size is not a good enough description, and different Countries have different sizings
Measurements such as bust ,waist, nape to hem, hem, sleeve length.... eberything
Metric and Imperial

As a seller you should take some responsibility that the buyer did not have all this information to make a better judgement before purchase
You are expecting a buyer to convo you to ask the info that should already be there on the listing

As for the colour that is subjective, however your buyer strongly believes it was not as described

Now its down to damage limitation as to IF she should be out of pocket for a return of an item you can resell

[WickedWalls]

'No refunds' is not enforcable with either Paypal DC or payment with a CC

[Former_Member]

If you sell to the EU, you have to offer refunds, as you will be bound by our distance selling regulations.

Good customer service involves giving no-hassle refunds. It helps build customer confidence. If you're worried about people wearing the clothing once for a special occasion & then wanting to return, ass a simple hang tag (can be made out of a business card).

As a buyer, if I see a seller saying 'no refunds', I'll look elsewhere. If I can't find it elsewhere & I really want it, I'll go ahead and purchase, knowing that if I have an issue with anything, I can file a Paypal claim regardless of what the seller's policies might be.

[WintergreenDesign]

For the most part you are bound by the terms of Paypal or the credit card company in regards to refunds/returns. as well as loss/damage during shipping... that's why as a seller you should offer refunds and ship every package with insurance. When I see an "no refunds" or "not responsible for loss of shipment" I shop elsewhere. Best of luck with your shop : )

[Former_Member]

I learned something from this thread. I am off to double check my policies on refunds.