Okay, I have been on eBay for over 5 years with 100% positive feedback of over 300 and now I have a little problem.

I recently sold a pair of vintage shoes (high heeled strappy sandals) on eBay and apparently I didn't check them over good enough (my fault completely) and when the buyer got them and tried them on the sole of the sandal and the straps that are connected to it came up from the heel so they're not really wearable in their current state.

I don't have a refund policy stated in my auctions besides the statement that "I will discuss returns/refunds only if I have misrepresented any of my items"

If the sandals are coming unglued then I feel I am in the wrong. They buyer has been great and contacted me right away about it. I am waiting for her to send pictures so I can see the damage for myself.

What's fair for a refund? I want to see the pictures first but if they are as she says then I feel she deserves one. Do I ask her to send the sandals back and give full refund? Let her keep them and refund the cost of the item (minus shipping)? Do I let her keep them and refund the whole cost, shipping included? She says she really likes them and wants to try to get them fixed so I am guessing she won't want to send them back.

What have any of you done for refunds on eBay? Or what have you gotten in the way of refunds if you were a buyer? I want to be as fair as possible.

Thanks for any help!
Brandy

(moving to Trader Support DF)

If it's your fault completely, I personally would offer a full refund upon return of shoes, or otherwise a partial refund if the buyer wants to try to fix them herself. By partial refund, I mean everything minus what the buyer paid for shipping. I have taken losses on eBay before, you try to avoid it but sometimes things happen.

I agree with Blitzn. At least the buyer sounds nice and is willing to work things out without having to resort to negative feedback.

Ditto.

The buyer sounds great (some are nasty creatures!!!!) and willing to work with you....

In this case, I would definitely refund if returned (or if unfixable and then I wouldn't bother with a return) the winning bid MINUS the shipping fee.

If fixable or not a big deal I would offer a partial if she wanted to keep them. At least 50% of the winning bid, possibly more depending on the damage and what she wants.

I would NOT refund the shipping as that has nothing to do with the item unless she ships it back and you feel it's fair (no reason for her to pay shipping 2x for a broken item )

Best of luck the rest of your dealing goes smooth and follow your gut on this one! Not often you run into a great buyer not screaming for blood but willing to work with you

Dana

How much did they go for? I just took a pair of heels into a shoe repair shop and it only cost me a little over $12 to have them fixed. On mine the top connecting layer came off that held the toe cover section in place. I think a fair refund would be $15 so she could get them fixed (if they cost more than $15) and let her keep the shoes. If they were less than $15, reimburse the cost minus the shipping. I would however want to see pictures. If she wants to send them back, a full refund upon return.

If she is lying there is really no way to tell, but I think in this situation you have to give her the benefit of the doubt. Also, you didn't have a "no refunds" clause in your auction. I sell on Ebay as well and this is just one of those unavoidable aspects of Ebay.

Hope that helps,
Renee

Thanks guys. That's pretty much what I was figuring but since I have never had to deal with this before I wanted to check with you that have. And I know I am really lucky to have a friendly buyer, so I am thankful for that. After I see pics and see the proof I will give her a choice of item cost refund (only like $8.00) if she wants to keep them or full cost (w/shipping) if she sends 'em back. The buyer only has 16 feedback (all positive) so far so hopefully the pictures will arrive to my inbox soon so I can have proof.