Buyer thought item was different style. Photos & title clearly show style. Not sure how to proceed.
Newer-ish seller here, have only sold around 100 items so far, and this is my first time something like this has happened. So not sure how to reply & proceed.
Here are photos of our messages:
 
 
The listing title literally states “Fishnet Anklet Crew Sock,†and all the photos in the listing (which include photos of the actual physical socks in their clear unopened packaging) clearly show the material is a see-through fishnet material.
I had “No returns accepted†set on this item (but I do understand they can still try to open a return and choose a false reason like “INAD†even though the item is clearly as described and shown).
I have typed the following up so far as a response (but have not sent yet):
“Hello, good morning! 😊 The socks you received (and sent the picture of) are the same exact socks as pictured in the listing which show that they are a see-through fishnet material. They are a fishnet style crew sock as described in the title of the listing as well.†….Not sure how to end it/what to say at the end or if I should word it differently, etc?
I understand the value of the item is very low (and it also had Free Shipping for the buyer so I made less than $3 on it), but I’d still like to know how to proceed regardless of item value being high or low in case this happens again with anything else. Thanks so much for any help!
mrsmisfit
OP2 years agoOkay thank you! I was worried they wouldn’t get the tax since it’s a little confusing how it shows…I went ahead and did the full refund, and sent them a nice message.
Thank you all once again for all the advice and help! This community is such a great resource!
legalbeagle52
·2 years ago@mrsmisfit
I agree that it's best just to refund with a nice note. For a low value item, I wouldn't go back & forth about it. I would say something like:
Dear Buyer,
I'm sorry to hear that you weren't pleased with your item. I am going to issue you a full refund in the amount of -----. You don't need to return the socks. Again I'm sorry things didn't work out. Thanks for letting me know of your concern.
Sincerely,
Your seller
Most buyers will be very pleased with getting a straightforward answer like this & not being given a roundaround . I agree with @sapphire_studio that you may get good feedback out of it & at the very least, not a big fat red donut.
Good luck!
mrsmisfit
OP2 years ago@sapphire_studio @12345jamesstamps Thank you again!
Now hopefully this will be the last question- I went straight to issue the refund through order details page as suggested, but it won’t allow me to do the full amount including the tax. It only allows me to input up to the full price of the item excluding tax ($7.99). If I click on “give full refund†it just automatically puts $7.99 for the total refund amount. Does this mean they won’t get the tax refunded unless they open a return request through eBay?
sapphire_studio
·2 years agoNo they will receive a completely full refund. EBay will pay the tax part because eBay took all the tax part.
12345jamesstamps
·2 years agoNormally when I do the refund...I think eBay gives a tiny tiny fee back to seller...I think the tax evens out between buyer and seller. I never pay attention to it much. Buyers are happy...I think...I have never gotten a "feedback" or a "thank you" from a buyer for a refund...expect that...but never got a "negative feedback either".
mrsmisfit
OP2 years agoThanks again for all the replies and input everyone! Very helpful!
I think I will either do what @sapphire_studio suggested or just go straight to issue them a refund and let them just keep the item like @12345jamesstamps suggested. I think it makes sense to not have to pay for the shipping and just let them keep it since it’s such a low value item. If I just refund them and let them keep it, do I still have them open a return with eBay first or do I just go straight to “Send Refund†under the options within the Order Details page without having any return request started?
sapphire_studio
·2 years agoIf you are willing to just send the refund then you can go straight to send refund without asking for them to open a return request. That will be better for your metrics to just avoid the return request.
Just send them a message as well so they are aware that you refunded them.
I think that's a great choice for such a cheap item and hopefully you get some great feedback out of it.
12345jamesstamps
·2 years agoJust send the refund...with a tiny message....and hope for a nice feedback.
But I would block buyer after getting feedback.from buyer..not before...some buyers check to see if they get blocked before giving feedback and leave negative feedback because this buyer got blocked.
sapphire_studio
·2 years agoYou could leave the ball in their Court. You could say "I'm so sorry that the picture wasn't clear. I thought it depicted The Fishnet well (alongside the title) however now I can see how maybe you were confused by the first photo and thought they were normal socks. How would you like to proceed?"
buyselljack2016
·2 years agoDon't know much about socks, but a "crew", and an "anklet", to me are 2 distinctively different animals.
To me the unpackaged photos look like what the title states. Crew.
12345jamesstamps
·2 years agoDo the refund...I wouldn't even want them back...to pay for return shipping.
I bought a hair hat net once...tried to put it on my head....broke right away....photos looked different than what it was...did I leave negative feedback or ask for a refund?...nope...just let it go and thought it stupid of me.
This buyer actually I think wants a refund...and giving the buyer a not so happy response will get a not so happy feedback. And just block the buyer.
No refunds does not mean no refunds by the way.
It's not a big value item...why fight it?
Just my opinion from selling and buying.
inhawaii
·2 years agoNot sure how to proceed.
My advice....
In a NAD (not as described) case always proceed as if the customer is right and you are wrong.
tobaccocardyahoo
·2 years agoIf I looked only at the first photo, I would assume they were a solid sock with a diamond pattern.
The second photo is more obviously fishnet. and your product photos are unattractive but more informative.
Merchandising is hard, particularly online merchandising.
mrsmisfit
OP2 years agoThanks everyone for all the replies, advice, and help! And thank you the well wishes! ☺ï¸
In all honesty I just don’t see how the pictures don’t look like fishnet material. I used the stock photos to specifically show that they are fishnet material, what they looked like, and the length of the sock since they were new unopened in package. The stock photos are the stock photos straight from the product, as well as the actual title of the product/sock. I never thought it would cause any confusion and was trying to avoid that! Lol …Anyway, I appreciate the advice to put my hand through them next time.
So if I just tell them to open a return through eBay, will I get dinged? And also- should the buyer pay for the return shipping?
mtgraves7984
·2 years agoSo if I just tell them to open a return through eBay, will I get dinged? And also- should the buyer pay for the return shipping?
@mrsmisfit
No... you won't get 'dinged' unless you allow eBay to intervene. Always handle Returns on your own... approve them and refund when the item gets back to you.
If the buyer lists a 'Not as Described' reason, you pay the return shipping.
ckimodog
·2 years ago@mrsmisfit
I believe your description may be a bit misleading. It's hard to see with stock photos. I'm pretty familiar with fishnet socks, etc and those just look like regular crew socks. It's a good idea to take your own pictures to back up your description as well. I would just accept the return and refund. No need to get into a argument over a pair of $8 socks. The buyer will most likely appreciate it. Describing your item is crucial on any internet site. Good luck to you.
Happy Sales
richard1rst
·2 years agoI looked at your listing. It does say "fishnet crew socks". But in fairness in looking at the picture I can se how someone might think they are a full cotton sock with some sort of a pattern printed/embossed into it. In other words the picture does not emphasize the fishnet aspect. Perhaps a picture of the sock on something other than a white foot would be better. Pull it over your hand, for example, to show the fishnet.
Regrettably the best written description depends on whether your buyer sees what you see. For instance, he says they are a fishnet not a crew sock. Well, they are a crew sock by style but if he thinks crew socks are a full cotton you are not going to convince him otherwise.
Best bet at this point is to drop the "I sent you what is shown" because he doesn't care. Follow up with "If you are not happy with them feel free to return it for a full refund". Yes, that sucks but the alternative is he files an INAD and that sucks even worse.
kensgiftshop
·2 years agoThe stock photos you used look different then the socks in your photos.
gloryglorygifts
·2 years agoTell your customer that if they are not happy with the purchase that they should open a return through the ebay system. They can find the link by looking under their purchase history. When they receive the request, ebay will automatically send them a label to return the item. When you receive it back, you refund them. There is no need for you to go back and forth with your customer. Just tell them to open the return and then refund when you receive them back.
Welcome to ebay! I hope that you do well on here.
kensgiftshop
·2 years agoI always tell buyers, sorry they are not happy with the item, please return for a refund.