A shopper’s refund request turns sour after a seller’s rude response, prompting online debate on refund rights
A customer’s attempt to request a refund for a faulty clothing item has sparked online discussion after the seller responded with a series of harsh messages on an e-commerce platform.
The shopper shared that the item she received had visible marks and did not fit properly, prompting her to submit a return and refund request. However, instead of a smooth resolution, she claimed the seller reacted angrily to her request.
According to screenshots shared, the seller questioned the origin of the marks, saying they must have resulted from “wearing and washing it over time”.
The seller also asked whether the customer had recorded a video while unpacking the item and sarcastically suggested that she “remember to bring a magnifying glass” when buying clothes in future.
The exchange escalated when the seller accused the customer of misusing the refund system. “If you can’t afford something online, go to a physical store, use it, and then try to get a refund — it’s ridiculous,” the seller wrote.
The customer expressed shock at the tone of the messages, saying the accusations did not make sense.
She explained that she had only owned the item for a few days, which was why it was still eligible for a return and refund request under the platform’s policy.
“The tone they used was so harsh. The damage accusation also doesn’t make sense, as they made it seem like I’d had the item for months, when I’d only had it for a few days,” she wrote.
Netizens weighed in on the situation, with some offering insight from a seller’s perspective. One user, ThinnCat_, commented that sellers may lose money when refunds are processed due to high platform fees.
“Seller money gets deducted if customers refund. Platform fees nowadays are so high. If I sell a small item for RM2, I only get RM0.80,” the user wrote.
Responding to this, the original poster acknowledged the seller’s frustration but maintained that professionalism was still important.
“I can see how that can be frustrating on the seller’s side, but I was shocked by the tone of their messages. I wouldn’t have minded if they had professionally explained their concerns about the return and refund,” she said.
Another netizen reassured the customer, advising her not to be intimidated, as refund policies exist to protect buyers in such situations.
