I sold a cashmere coat and it was black. Buyer bought it for much less than it should have sold for. In the listing, I noted that the coat had not been dry cleaned but did not appear to need cleaning. I suggested that it is a good idea to dry clean cashmere because it helps it maintain it's blocking. I had a no return policy ONLY on items such as clothing, coats, shoes, etc. Buyer asked for a refund because the coat had not been dry cleaned, had hair on it, and was wrinkled. I said no, that I did not take returns on the item, that I clearly stated it had not been dry cleaned, and that wrinkling could not be avoided in shipping. I was not concerned because he was saying things that the listing clearly stated. He filed with eBay and I responded with my policy of not accepting returns, buyer failed to read listing correctly, and could not understand the statement that the coat had hair all over it (cashmere!). I could go with a couple of hairs being on that large of a piece of cashmere, but the coat was black and hair really stands out on that. 12 years of experience and 100% feedback on items of clothing, and I thought ebay would realize I would not send out a coat with hair all over it. I am very careful when I ship items to make sure they are clean and neatly packed. I escalated the case because my evidence was overwhelming against the buyers charges. Ebay ruled in the buyers favor. So i made the refund immediately to prevent any decrease in my feedback score. Get the coat back, and I can only find one small hair that isn't mine or my husbands, and I have no animals other than fish in the house. The coat was slightly wrinkled but after hanging for a couple of hours, it was barely visible. What i really hate is that there was no reason provided for why they ruled in the buyers favor. If I knew, then maybe I could work at resolving this for future items. If it was because it was wrinkled, I would just add a note about that to my listings. After researching the policies a bit more (which took hours to read through again), I find that you cannot offer refunds for some items and not others. If you do, then the case is going to be ruled in favor of the buyer bc you have this policy. So now, I offer no refunds. No matter, ebay has only ruled in my favor once out of approximately 15 cases (mind you I have sold over 4000 items on ebay and have only had 15 that escalated to ebay decision). Out of these cases, only one was what I considered a draw between the me and the buyer who read the wording in a different way than I had intended. The rest included a lady who returned a purse because it had a hole in it and her pens kept falling out. It was a purse with a cell phone holder with little slits in the corners for the leather to expand properly. I even called the factor and they confirmed the info and were willing to talk to the buyer. Another time, a buyer said the item she received was broken, so I asked for a photo. She refused saying she didn't own a camera and had no way to take a photo. Ebay ruled in her favor. Never received the item back and she left me negative feedback which took years to get back to 100%. Recently, sold a pair of shoes with size, size chart to convert from european sizes, actual measurements from inside the shoe toe to heel and suggested bidders know their size in this designer brand before bidding. If they were unsure, not to bid. Well the buyer who won on a Saturday, sent an email stating her item had not been received yet (it was the next day). I responded that it would ship Monday. On Monday she left positive feedback which stated she loved the shoes. Then when she got them, they were too small. She said she had always worn a size 8 and these were not that size at all. couldn't get her foot in them. So i responded that I also wear a size 8 and they were perfectly fitting and that I didn't accept returns unless they were not as described. I refused to refund her money and told her she could open a case. She decided not to but probably thought all her messaages would be read and she would look a bit crazy. There is no winning as a seller. Only losing.
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