Parka pics didn't show a hood; buyer is upset thin hidden rain hood isn't thick & down - Refund?
I listed a heavy down puffer parka jacket and none of the photos I posted showed there was a hood (thin or thick). I did not say there was a hood in the Description section and there was no "hood" in the Features section. The buyer is upset the thin, hidden rain hood in the zipped collar is not a thick and down hood and now wants a refund. He is claiming the Return Reason of "doesn't match description or photos" and stated, "The item is described as parka but it doesn't have a thick, insulated hood which parkas normally have and which I cannot do without. The item has only a thin rain hood. This peculiarity was neither specified in the item description nor visible on the pictures posted."
I posted many pics of the front and back and if there was a thick or even removable hood, there would be pics of this AND I would have added this to the Description and Features section. Is the buyer entitled to a refund and return? I'm pushing back and he keeps sending me "parka" AI and Dictionary definitions. He never asked me before purchasing if this had a hood and never requested photos, which I have in my description, "Please ask any questions or make any requests prior to purchasing, as all sales are final and I do not accept returns. Thank you!" If I was a buyer and needed a hood, that would be something I'd ask confirmation of. I don't know what else to do. And, this is his very first eBay purchase (March signup with zero feedback). HELP!
tobaccocardyahoo
·6 months agoIf it has a thin hood, a professional would have noted it had a hood and described it.
Your buyer was totally correct that failing to disclose it was a failure to properly describe the item.
As for other sellers of the item, it is common for "monkey see, monkey do" to apply, and many of those sellers would copy an incorrect listings as often as they copy a correct listing.
kensgiftshop
·6 months agoIf you ant it returned before you refund, accept the return and provide a shipping label.
The MBG overrides your "all sales are final and I do not accept returns".
mmtexas
OP6 months agoThank you and a shipping label has been sent, though I don't see a record of what the tracking number is so I can track it. The buyer has not confirmed receipt of the shipping label, so I'm waiting for his response. Why do I not get a copy of this from eBay?
house*of*paws
·6 months agoHi @mmtexas
After checking a number of definitions of ‘Parka’ … it does seem that having a heavy, insulated hood is intrinsic to the name … so much so that you probably should call the item a ‘jacket’ if it doesn’t have one.
Good luck on the resale! 😊
momtoabeautifuldaughter
·6 months agoSince he opened an INAD case you need to accept the return or you risk losing your jacket and the money.
Your all sales final doesn't mean much on eBay as buyers all have the money back guarantee if they feel like they got something different than what they paid for.
As for them sending you definitions of parka I feel they are probably right, you described a coat/jacket as a parka.
You mislabeled this a parka and it is now coming back on you.
mmtexas
OP6 months agoThank you! I will review all 19 sellers who are selling this brand and who have "parka" in their title and if they also do not have a hood, I'll contact them to let them know of my incident and urge them to remove that keyword or description. Again, thank you!
christworks
·6 months ago@mmtexas You need to send the buyer a return label if you want it back. If you don't care to get it back or it isn't worth it to you, refund your buyer and let them keep it. For the price point you sold it at, if it were me, I would force the buyer to return the jacket. It's a nice jacket, and I would not be surprised if they decide to keep it and not return it. If they do, someone else will buy it. For the record, your buyer is correct. A parka generally has a heavy, thick hood. Even though the hood does not meet the standard of a parka, it is still a selling point and you should have mentioned it.
Also, if I may make a another suggestion, avoid phrases like "likely not ever worn" when you describe an item (that phrase is in your parka listing). Unless you have personal knowledge something was never worn, leave your thoughts out of it. Let the buyer come to that conclusion. It is far better to slightly undersell an item then to overpromise. Phrases like that open the door for an INAD return as well.
mmtexas
OP6 months agoThank you for the response and recommendation. In all honesty, I didn't even know or see the hidden thin hood, hence zero reference of one. That must've been hidden well. Ugh!
albertabrightalberta
·6 months agoHe is claiming the Return Reason of "doesn't match description or photos"
For a NAD (not as described) return request, you have two options:
1. Issue a full refund and let them keep the item free
2. Accept the return, pay for and send return shipping label and on receipt of the returned item, issue a full refund.
Whether the buyer lied, whether you mentioned a thick hood or no hood, a NAD return request will ALWAYS go in the buyer's favor so you have to accept.
If you ignore or decline the request, ebay will step in and send the refund from your funds and your account will get a ding for not handling it yourself.
IMO, you need to fully describe your item!
mmtexas
OP6 months agoThank you for your response and guidance!