Originally Posted by FaceOfBoh
It's interesting that his argument is based on the assumption that you should trust that he'll follow through on his promise to ship but he doesn't extend the same courtesy to you about refunding him the money.
Originally Posted by Brianpore
If it wasnt your fault (really) then you shoudnt even offer return shipping IMO, you should actually be charging them a restocking fee.
A big thanks again to all of the seasoned sellers that contribute to this thread. You guys are an invaluable resource.
I always like when people follow-up on situations, so I'll give a quick update.
We're still in the "negotiating" phase...not sure what it's really called. He opened the case but it hasn't gone to customer service yet. Anyway, I submitted a message to him saying that I'm still willing to give him a full refund + return shipping, but he must ship them to me first. I also said that came straight from ebay's customer service and he can contact them should he need further clarification. He hasn't responded to it, so we'll see.
Brian, I do feel as though I'm in the right, but I wasn't sure if I would win a case. The point of contention is the listed size. I have to use an EU size in the drop down menu in a listing even if there isn't an EU size. The shoes only had a UK size, so I compared them to two other pairs I was listing at the time that were the same listed size but also had an EU size. In the listing, I clearly stated that the sizing was UK, but as always added to check the measurements. I provided insole length and width.
I was surprised that the customer service woman told me that I was correct in this case. She read the listing and our messages and said that it's clear that the description says they're UK and that the measurements were given. She even said that it was clear that he hadn't really read the listing as he referred to US sizing in one of his messages to me.
The offer or paying for return shipping was simply out of goodwill/customer service. I thought it would end the debate, he'd see that he was at least partially wrong and that we'd move on and it would leave him with a positive impression. Doesn't seem to be the case as he's still firm that he's correct and I'm 100% wrong.
I think it's true what the ebay customer service woman said...you certainly can't please all buyers and there will, from time to time, be one that won't be happy with you no matter what.
All in all, it's not a lot of money we're talking about here and it happens. It will likely happen again. It's just frustrating, as everyone here surely knows, to take the time to try to do everything right: from measurements to pictures and descriptions to post-sale communication, and then still worry about the consequences of a single negative feedback (loss of top rating, discounts on fees, etc.).