I sold a winter overcoat to someone and they message me saying that "I received the jacket today and it smells and is dmusty. I would like to return it for a refund."
I tried this jacket on several times to get a feel for the size, and I also inspect all of my items for smells. It didn't smell when I shipped it to him. I responded and said:
"I'm sorry to hear that you are not happy with the jacket, but I am 100 percent certain that it did not smell, nor was it "musty" when it was shipped to you. I know this because I tried the jacket on several times (evidenced by the description part of the listing when I said "I wear a 42 suit jacket and this is a very snug fit for me with just a dress shirt on"). Also, I make sure to inspect items for that sort of thing, as I always have things cleaned if they have any sort of smell to them. I would be more than willing to compromise here and pay for you to have the jacket professionally cleaned. "
"Thank you for responding to my email. I don't believe that a professional dry cleaner will be able to remove the smelll; therefore, I would like to return the item for a refund."
"I'm not sure I understand. If the smell is so pungent that a dry cleaner can't remove it, I would have surely smelled it when I tried the jacket on several times, and inspected it. I am willing to pay for the jacket to be cleaned, but I am positive that it did not smell when I packaged and shipped the item, so I cannot offer a full refund, I am sorry."
I guess at this point I'm hoping he opens a case and I'm able to win it. My guess is that it doesn't fit him, or he just doesn't like it and he's trying to game the system. The fact that he's lying is primarily what's making me refuse to offer the refund, even though he's been cordial in his language so far. I snagged a nice price for this topcoat, and the season for selling them is just about over, so I'd be taking a big hit by trying to resell it.
What would you do?