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Being threaten to open case for wrong description..
Hi there,
I am not sure what to do about this...
My posting had the wrong dimensions on it; it read 30" by 60". The pictures show the correct item and the dimensions on the product say 21" by 30"
Never have I had someone approach me this way.
What do I do?
a) Immediately Refund the buyer, even if he doesn't want to return the item
b) Wait for him to submit a case
c) Insist that he return the item and wait
Here are his messages… these are all within a few minutes of each other.
1st Buyer Message
You sent me the wrong items. I ordered the bid pads. You sent me the smaller pads. Please make this right immediately. This is the kind of things that pour feedback are made from.
2nd Buyer Message
I ordered the 32"x36".. not the 21"×30".. If we do not get this straightened out quickly I am going to open up a case against you with eBay. This is unconscionable.
3rd Buyer Message
Returning them to you would be too expensive. I want a full refund and I want it now. If you do not give me a full refund I am going to open a case against you with eBay and let them know that you defrauded me, and then I will give you the appropriate negative feedback. Joe
4th Buyer Message
I have already told you what I m going to do. I will do exactly what I told you I m going to do. Refund my money 💰 ASAP. SIMPLE!!!
5th Buyer Message
This is all your fault. None of it is my fault. I do not have the time to ship it back and repackage it. Its 100% up to you to rectify your own mistake. You owe me,I owe you nothing!!!
I have told you what I am going to do, and that is exactly what I m going to do. Thank you.
Remember this is a difficulty all of your causing. I had nothing to do with it. And I am not going to pay any penalty in terms of my time to rectify it for you.
Thank you all in advance!!! Cheers
comics-scifi-collectibles
Mentor3 years ago@bakeral1 Your description and photo information must match or you will have a confused upset buyer like this one.
You need to apologize to the buyer for the error.
Next your choice is to pay return shipping and then refund. OR refund without paying for a return.
Once the buyer is refunded they purchase the correct item again if they wish. Exchanges do not work well with eBay's system.
If the buyer files a refund request saying that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
inceptions
Mentor3 years agoYou made an error, and your buyer is unhappy and has been inconvenienced and he is showing it.
Sincerely apologize for the listing error and let the buyer know that he needs to open a return for an item that is not as described so that you can send him a prepaid return shipping label. (That happens automatically when the return is approved.) Then when the item is received back, you refund in full.
Alternatively, if you don't want the item back or it's really not worth putting an unhappy buyer through the return process, just apologize and refund. The more professional, apologetic, sincere, and accommodating you are, the better for both you AND your buyer.
bakeral1
OP3 years agoThank you so much for the great advice! I'm just going to refund him. Thanks!
inceptions
Mentor3 years agoGood decision. Getting this behind you will feel so good!