Help Im new to selling on eBay and have a difficult return with a difficult buyer

[nccsupplies]

The buyer is claiming the item I sold is not silver, I told her it was infact sterling silver and that the company indicates that on the catalog, however she continues to argue that it is not and how can I list something as silver if it is not, I offered to return the item however, I am still getting messages from her with her wanting to debate about this, but what bothers me most is she is sending me the messages in spanish, I feel like she may not have ben able to read and understand what she was reading if she cannot write in english, and how does this work as I feel like I should not have to take the hit on the shipping cost because of this return as it was free shipping, is there anything I can do to get my shipping cost back?

[nancys5979]

That is the disadvantage of offering free shipping, you can't get it back if the item is returned.

[argenisg]

Hi There,

First Off, Welcome To eBay! Let Me Start Off By Saying That I Know How Frustrating This Can Be But Unfortunately, If The Buyer Opens A Claim For 'Item Not As Described' Then eBay Will Make You Pay For The Return Shipping. Tell The Buyer To Initiate The Return So That You Can Inspect The Item & Make Sure Nothing Is Wrong With It When You Receive It Back! Now, I Understand That eBay Has A New Policy For ANY Items Returned In A Different Condition It Was Sent Out But Im Not Sure What Steps They Will Take For That Situation. Keep In Mind That eBay Is Not At Your House OR At The Buyers House To Know Who Is Telling The Truth. However, The Buyer Is Protected By The eBay Money Back Plan So eBay HAS TO Give The Buyer His/Her Money Back As It Is The Policy BUT You Can Report The Buyer For Possible Scamming If You Feel They Sent Back A Different Item & The Internal Team Will Investigate & They Will Either Terminate The Buyers Money Back Plan and/or Restrict The Buyers Privileges To Buy On eBay Again. Im Sorry But Its How It Will Normally Work Here. You Can Appeal Their Decisions But It Almost Always Ends In The Same Result In The Buyers Favor. Keep In Mind That Coming Into This Online Marketplace Business, You Will Lose Some Money Here & There. However, You Can Report That Buyer & Even Block That Buyer From Ever Buying From You Again. As For The Return, If You Told The Buyer To Request A Return & She Isnt Then Just Continue On With Your Business As You Already Told Her To Request & She Isnt. Even If She Calls In To eBay, They Will Tell Her The Same Thing, To Either To Request The Return OR As A Courtesy For Her, They Might Initiate It For Her. Hope I Helped Clear Some Things Out & How This Would Most Likely Work! Have A Good One! Best of Luck To You!

[takikawa4]

@nccsupplies

Simply repeat "Vuelva por favor para un reembolso completo." Say nothing else. Don't argue with her. Unfortunately, since shipping was free, you're going to have to take a hit on it. Oh, and don't forget to block her so she can't buy from you again.

[deep-garnet-red]

You will always take the hit for a Not As Described case. At least the shipping is less than 3 bucks on those items.

[nccsupplies]

Thank you!!

[nccsupplies]

Thank you!

[argenisg]

No Problem! Need Anything Else Feel Free To Contact Me Back. I Work With Specialist & Supervisors To Answer Most Questions.

[ymeagainlord]

Really?

[lovenlive89]

Ebay's policy is simple - seller's have zero rights, you're screwed. If you don't like it, you can go complain in the community but we own the market, you have nowhere else to go, so you have no choice in the matter - now give us back that money.

I sold something on Feb. 10, a telephone amplifier. Not only was it checked out, but the bias was set on it, it was in spec. Less then a week ago, so what, about a month and 17-18 days later, the buyer complains it's not working, says they just got a cable and it burnt up.
I am only given the option to email the buyer, which I do, tell them how it worked, bias set etc and it's been over a month, I believed they hooked it up wrong.
Tough.
Ebay - rule in buyers favor, give us the money PLUS I have to pay shipping back.
Forget the fact I have no returns in the listing.
I do that thinking it will keep things in check and if someone does get something defective, I would take care of it.
Tuff -
I didn't know it but I have a better return policy then walmart.
But, hey, if you don't like it don't sell on ebay......that is honestly their opinion. 
U can think like that when you are the only game in town

[lovenlive89]

double post

[fern*wood]

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@argenisg wrote:
... I Work With Specialist & Supervisors To Answer Most Questions.

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Please explain what you mean with this claim.

@argenisg

[argenisg]

Meaning, I Go Out of My Way To Call In Questions & I Ask The Account Specialist Down At The Trust & Safety Department If Its Ok & Their Fine With It IF I DONT MIND Doing This For The Members In The Community & They Appreciate Me Helping Them & Trying To Get 'Legit' Answers To Give The Members In Need of Help In The Community. They Encourage Me To Call For ANY Questions BUT When It Comes To Account Specific Issues That Involves The Account Holder To Answer, Then I Was Told To Advise Them To Call Customer Service In Through The 'Help & Contact' Page & NOT To Provide ANY Phone Numbers or Contact Information.

[needleinahaystack714714]

I thought about posting an answer for you in Spanish and then decided that that isn't what I would do... I would explain it in English and keep repeating it in English.  I think the answers in Spanish are part of a game.

Dear Buyer

If you are unhappy for any reason, please feel free to return the item for a full refund.

Thank you,

Happy helpful seller

[takikawa4]

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@argenisg wrote:
Meaning, I Go Out of My Way To Call In Questions & I Ask The Account Specialist Down At The Trust & Safety Department If Its Ok & Their Fine With It IF I DONT MIND Doing This For The Members In The Community & They Appreciate Me Helping Them & Trying To Get 'Legit' Answers To Give The Members In Need of Help In The Community. They Encourage Me To Call For ANY Questions BUT When It Comes To Account Specific Issues That Involves The Account Holder To Answer, Then I Was Told To Advise Them To Call Customer Service In Through The 'Help & Contact' Page & NOT To Provide ANY Phone Numbers or Contact Information.

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And yet you earlier claimed an "Account Specialist" told you to provide the phone number, LOL!

Yes, I Spoke To A Specialist & She Looked Into Her Resources & It Is Correct, You Can Provide eBay Number Here. Thank You For That!