Buyer Gave False INAD-Top Rated Seller (1st INAD)
I have been selling on ebay for a little less than a year. I went full time only a few months back & quickly made Top Rated Seller shortly after. A couple weeks ago I sold some Assorted Color Heart-shaped Sunglasses 10 Pair Each Box Dead Stock(Which I had from Old Amazon Pallets so have several boxes on hand over 10 all brand new in box); Buyer Ordered 2 Boxes. A few days after Delivered buyer opened Item Not As Described (INAD) case on the order & returned them as sent. They stated that they had purchased these "These glasses are not sunglasses and I would find it hard to believe they are UV400 but possibly but they definitely will not shield the eyes from the sun. I had purchased a box of them before and they were mirrored sunglasses; see pics and the serial numbers from your packages are different than mine. I thought I was buying the exact same as I had already purchased from Amazon. Your glasses are still new in the boxes they only arrived last night so this is an immediate return." I had buyer paid returns on this item. [Buyer never tried to write/reach out to us about any questions or issues. Even though we sent packaging/shipping photos prior to pick up & to establish communication.]
We photograph all out items over a certain $ amount during the shipping process & will send them to the buyer along with the tracking info and a basic copy/paste thank you message. This has saved us a lot of time when it comes to insurance claims, and other issues. Which we sent prior to shipping out the next day.
All photos are taken by our store & never used Stock images ( if we do we always include our own & only stock photos that show information about a product & never set as the 1st couple of pictures but at the end. In this case we did not use any & the original listing on amazon was no longer available .) Photos taken showed: ALL angles of the sunglasses, all colors available, all items included & even close ups of the lenes & view through a couple of the lenses to show what it looks like when wearing them)
We even photographed the code & name of the label of the box ( which she noted in her return are different than the ones she previously bought on amazon-hence the ones she bought were a different model/style than the ones I was selling. This company made several styles of glasses, tint, color, shapes etc.)
On the side of the box they were labeled/named "Mirrored Heart Sunglasses UV400 Protection Lens Transparent Candy Color Heart Shaped Glasses 10 Pairs New Item" I actually had/have this label in my photos & have it written directly "Transparent (Tag says: Mirrored Heart Shaped Candy Color Transparent Sunglasses)" but stated they were Transparent & didn't have Mirrored in the Title. I didn't put it in my features when I did my listing just that the label stated it. Had clear photos depicting the tint on them.
When I got the item back I refunded the amount without the original shipping & stated that the serial # were different than the ones she bought because they were different models, that I had clear photos/description/Title to these glasses & reported the buyer. a few days later I got charged for the full amount & an INAD counted against me.
What do I do to get this taken off?I don't understand how in anyway this item can be counted as item Not as Described. I try to be very above & beyond on my listings & feel that I gave a better overview than the original brand listing did even. I am Top Rated Seller, but have never had to contact eBay for help. I am worried if I reach out to eBay about this that they will end up charging for a dispute & end up not getting it the INAD removed. I've heard of several sellers disputing the outcome of INAD or when eBay steps in that eBay sided with the buyer even when they were at fault, or scamming. Then was charged a fee of like $20-$25 for stepping in to help with the fraudulent claim by the buyer, and INAD not removed from account.
Thank you for any help on this, I have looked but can't find the exact info on how to handle this through all the articles & references I have looked over.
12345jamesstamps
·1 year agoIt's 'the customer is always right.'..or rather the buyer.
Always try to work it out with the buyer...and never argue with a drama' buyer.
There's the return or a partial return.
Never let a claim escalate...which can happen like overnight while your sleeping.
There are some that do get a $20. charge for a dispute...usually with credit card disputes with a bank where you as a seller contest that.
Or a refuse from a buyer's return and you the seller contest that.
What would I have done in this case...ask buyer how I can fix this...I had a few buyers that actually said never mind and that was the end of it without a refund.
cravendealsnsales
OP1 year agoThank you all for the advice.
I did return & accept returns; just most returns are buyer paid returns unless INAD. I reached out to buyer & tried to contact them via messages. I almost always establish communication with buyers to send processing/shipping photos, tracking number ( even though it's in orders, some new buyers have had issues knowing where to find this so add it to the quick thank you/shipping report message. & found it gives buyers a sense of safety/ security for the care of their service. My message & most listings state please contact us with any questions, concerns or issues & we will always try to assist you the best we can to resolve it.
Buyer never replied, reached out.
I don't mind even paying for the label. But I do see on my seller performance that I now have an INAD point on it. How do I move forward with getting that removed?
I honestly think that eBay's Seller protections should have it sp that buyers are held responsible for reading & viewing all photos & descriptions when purchasing an item. These last couple of years eBay seems to have changed to how other platforms operate. eBay was a platform for small businesses & sellers to sell local, cross country & around the world & get your name out there if you worked hard. I understand wanting to keep buyers happy & keeping things fair( not taking any he said she said unless it's written proof.)
As per eBay guidelines you can deny/not obligated to comply with any requests outside your promised listing, policies, or what's agreed upon conversations via messages. So assuming and expecting a product to be the same thing that is labeled, stated, photographed & even model numbers different even if the brand is the same - should be something that would/should constitute as a request beyond your obligation.
it is what it is...but still seems like they could tweak some things to make things more fair & convenient all the way around for both buyers & sellers.
simba6
·1 year agoAs long as toy take care of that before eBay does, it won't hurt your rating.
stainlessenginecovers
·1 year agoLong story short you have 2 options.
1.) Refund the buyer and they keep
2.) Approve the label accepting the return
Afterwards you can 'report' the buyer for using a 'false' reason but know that
a.) it will do NOTHING directly for you
b.) you will not be notified if anything is done
c.) typically nothing is done unless this buyer gets a bunch of reports reporting the same thing
All the rest is 'she said/he said' and buyer will win.
Whatever you do, do NOT 'escalate'.