Advice re buyer requesting a refund as item doesn't fit

dublingirl83

Hi,

i would love some advice about how to word a response to someone. (wont give exact details of price/ item etc to try keep it slightly anonymous if thats ok).

I recently listed an item jewellery on adverts for say 800 euro (price based on the weight/ metal purity and what similar are actively selling for online). The listing included 10 photographs (5 of which included a measuring tape to show length, width etc), and more detail was given in the written description.

Someone put in an offer about 20% lower than advertised, from talking to them they seemed lovely and as it was for them to wear and not to resell and profit off i accepted the offer. I haven't sold anything of that value before so i offered to send more photos and videos which i did via what's app (as cant upload video to adverts). they were happy with it all.

The day they received it i got a text stating that sadly it doesn't fit- not even close and could i refund the money. they stated they were so disappointed as the item was really beautiful otherwise. I did consult with adverts who were great and advised i was under no obligation to refund as item is as described.

I cant help feeling really bad though as I'm very aware that it was a lot of money for someone to spend on something and be left disappointed. I only use the site to sell personal items and not a reseller of any sort. TBH i was only selling this item to help pay for some large bills that are due.

Could anyone help me word a reply to them- ive wrote and deleted my reply about 50 times by now :) I want to acknowledge their disappointment but also that we discussed the size of it numerous times so they were aware of how big or small it was.

Should i recommend they relist it for sale- i did think about offering to relist it myself for the price they paid me, but could get messy as i dont have it in my possession any more.

Any advice greatly appreciated

ps: i also went out of my way and bought a nice gift box to make it look really nice and added in another item i had listed that they liked for as a little surprise to say thank you.

not sure if relevant to the situation but ive never any complaints like this before on adverts and have 100 + positive feedback since i joined in 2011.

JVince

Something fishy there. Possibly part of it gets "changed".

It's a private sale, so distance selling rules don't apply.

I'd keep it very short and polite.

"Unfortunately I'm unable to take it back, but you could easily relist it yourself on adverts and I'd be happy to send you the photos I took to assist you"

Don't personalise it or have 'feelings' - straight forward with rejection but also a willingness to assist.

magicbastarder

regardless of the ins and outs of whether you should offer a refund; be very careful about how you go about it if you do decide to, because you could very easily end up with nothing.

it does sound to me like the buyer does not have a 'right' to claim a refund based on the details given in the original ad and follow up messages.

dublingirl83

https://www.boards.ie/discussion/comment/123413997#Comment_123413997

thank you… you might be onto something there as that could easily be done to it as it was originally two pieces of jewellery put together to make a new piece in the 1900's. will take your advice drafting the message- thanks again.

dublingirl83

https://www.boards.ie/discussion/comment/123414006#Comment_123414006

thank you. Appreciate the advice

dublingirl83

i assume they cant lodge a dispute with revolut to claim money back

xyz13

https://www.boards.ie/discussion/comment/123414020#Comment_123414020

Unfortunately they can.

I had my account terminated due to a fake fraud report (retaliation as I refused to provide a refund). I had screenshots to prove the little junkie simply changed her mind, the transaction was completed and the goods were delivered. She didn't get the money back, but Revolut closed my account anyway.

dublingirl83

https://www.boards.ie/discussion/comment/123414430#Comment_123414430

thanks for letting me know, i thought i was over thinking things by wondering about that. good to know, thank you. i still haven't responded to them yet :(. my plan is to politely refuse the refund but offer ways to fix the issue ie: how much they would get for scrap (about 150 less) and how a jeweller could alter the piece easily to make it fit.

SteM

You're being too nice. Just say the money is not available for a refund and leave it at that.

Escapees

Exactly what I was about to suggest - simply say that you've already spent the money received, e.g. to pay back a loan etc.

Padre_Pio

If you're not a shop looking for repeat business then I would simply say there are no returns and no refunds.

dublingirl83

https://www.boards.ie/discussion/comment/123414990#Comment_123414990

my husband is telling me the same thing too. im too soft

the person has just messaged me again…ive drafted this response

"I’m so sorry for the delay in responding – ive been really struggling  about how to reply.  I can only imagine how disappointed you must of been when it arrived and it didnt fit, but I did show the measurements/ length etc in at least 4 photos  on adverts plus all the photos i sent  to you via what’s app..

You said apart from the size you love it, so I  enquired with some jewellers to see if it could be extended to fit a larger wrist and they said  it’s easily done. "

Escapees

Sounds fine. I'm wondering if the buyer mentioned anything specific about getting a refund and returning the necklace, in particular the order. E.g. did they ask for a refund (immediate) and say that they would arrange the return of the necklace, as opposed to returning it first and then getting a refund from you afterwards. I.e. could it be a scam of some sort?

dublingirl83

https://www.boards.ie/discussion/comment/123415619#Comment_123415619

to be fair to them, they did ask to return it first. they have replied accepting my decision and said they will try and sell it on. thanks for all the advice/