I have a return case I am supposed to respond to by tomorrow. 01/05/24
Return states "Item not as described or pictured" and in return details it states " They thought it was for a 16pc set, not a 4pc set", they did not respond to my messages for where they got the 16pc from, so I called eBay "Something I did not do in the last 10 or 12 years, the CSR took all the info and told me to call back tomorrow and request eBay to step in, lol, she said the response is due tomorrow, I said I want to escalate now rather than wait for tomorrow, she said I only can request escalation on the same day the case is due
I really don't care, I can refund the buyer but I hate to do that when they say NAD and I am charged with that, why not add BDRD, "buyer did not read description"? as an option.
I can afford a defect or 2 right now.
laststopgeneralstore
·2 years agoI don't see why this is such a big issue. Send them a return label, get your stuff back, re-list it and move forward. Very very simple.
By not responding to the case and letting it time out, you're going to make things 1000x worse.
It's a return, who cares, move on.
ten_o_nine
OP2 years ago@laststopgeneralstore
It's not just a return, it's a return for the wrong reason, INAD cases count against you as a seller.
sapphire_studio
·2 years agoIt doesn't matter if they are completely lying and they even say in their reason to return "I am a liar and a scammer and I just want to steal from this seller". It's all automated by bots. If you don't give them a return label then you're going to be out the money and the items. Ebay has set it up so the Reps can't change what the automated system does to save money on hiring phone reps.
laststopgeneralstore
·2 years agoYou are 100% correct...
My comment still stands. I get INAD cases that are 100% completely fraudulent during the course of the year too.
Still doesn't matter. Just send them the return label, get your item(s) back, re-list it and move forward.
Anything other than that is a waste of time, money & stress.
frankenhobbit
·2 years agoTitle stated 4 pieces.
Pics had 4 pieces.
Description stated 4 pieces
Item Specifics stated 4 pieces.
Cannot see anything more the OP could have done to make it clearer.
If it was me (and my circumstances may well be different, I don't make a living from eBay, it's more for a hobby and to clear out stuff I do not need), I'd insist on a return. Don't care if I lose money on it. I'd personally prefer that to a defect. Make them take their behind to USPS or UPS.
But, as I said, that course of action works for my own personal circumstances. Understand completely if that doesn't work for others.
sextons-sweet-deals
·2 years agomore details are needed!
4 pieces vs. 16 pcs! That would open many more questions.
1. what was the listing number so we can see? Did you copy a catalog photo of the 16 pc. set and then put in description it was only 4 pieces? My guess this is some type of dinnerware set. Scam buyers will jump on that!
2. weight would be a big red flag issue. What was the shipping weight? Do you have your receipt from carrier stating the weight of package?
3. Did the buyer send any photos?
4. did you ever review buyer profile / feedback?
itsjustasprain
·2 years agohttps://www.ebay.com/itm/385281264495
Listing photos show one 4-piece setting. Six settings were available at first.
No one is disputing that one setting was shipped. Buyer simply thought he would be receiving 4 settings. I assume he thought that '4pc' meant 4 place settings and not one setting with 4 pieces in it.
reallynicestamps
·2 years agoSince your practice is to put the number of pieces in the Title, the buyer is either and idiot or playing the system.
But.
The number of pieces is at the end of the Title.
Found in Search.
Shows on my desktop.
May not show on a phone screen.
And apparently over 50% of online shoppers are using a phone.
They are still wrong, but you might want to think about how you set up Titles.
reallynicestamps
·2 years agoBut can you afford one or two more in the next 12 months?
Look to the future,not the past.
Send the return shipping label today.
Other wise you are out the set and the payment.
And never trust what you are told on the phone.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://www.instagram.com/ebayforsellers/

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
a_c_green
·2 years agoWell, no, you can't, because wasting an avoidable defect now simply means that the next unexpected defect may be catastrophic.
Regardless of whether the buyer is clueless, illiterate, or otherwise being a dummy, the Money Back Guarantee will enforce a full refund. Your only real choice in the matter is whether you want to get your items back first. Make that decision yourself. If you wait for (or, even worse, request) eBay to "step in," it will end with an enforced refund, no return of the items, and a defect on your record.
Make your response in the case before the deadline and you will be able to keep things at least somewhat under your control.
luckythewinner
·2 years agoIf the listing in any way suggested it was a 16 piece set, I would agree with the buyer.
If the listing in no way suggested it was a 16 piece set, I would agree with you.
But you have not told us which listing it was, so I really cannot comment further.
ten_o_nine
OP2 years ago@luckythewinner
It's item# 385281264495
a_c_green
·2 years agoOkay, I suspect that they looked at the "4 available" indication in the listing and somehow thought that banging on the Buy It Now button would get them all four 4-pc place settings, total of 16 pieces.
It's fairly clear in the desktop view. The mobile app shows it differently, though I am stumped about how one could misread it into thinking that 16 pieces would arrive.
Maybe they chose 4, but somehow it reverted back to 1 before payment was made. It presumably was showing 5 or 6 available when the purchase was made, but when they go back to look at the listing now, it shows 4 available, so perhaps they're looking at that "4" now and thinking that 16 pieces should have arrived.
In any event, the confusion is theirs, not yours, so just choose the option for them to send back what they received before you make a full refund (or else let them keep the place setting and make a voluntary refund now, before eBay does it for you), block them and move on. If you let eBay "step in," you will lose what you have already sold, plus get a defect for not handling the return. The latter is worse.
downunder-61
·2 years agoNo where did you mention 16pcs, but I see the confusion. When I see ''place settings'' I assume it will be a Set of 4 (as in 4 place settings x 4 of each piece) - I know eBay well enough to confirm before I purchase, buyer may not and expected ''Dinner Setting'' I guess.
Definitely NOT INAD, but don't have eBay step in, not worth it.
albertabrightalberta
·2 years agoIf you have ebay escalate it, you will lose the case, the buyer will get to keep the item for free, they'll get a refund from YOUR funds and you won't get credited for the FVF and you'll have a HUGE ding on your account.
If you want the item back, you need to accept the return, pay return shipping and issue a refund upon receipt of the return.
If you just want to refund the buyer and let them keep the item, do it yourself voluntarily and you'll at least get credit for the FVF (less 30 cents).
As a seller, you never want ebay to handle your return requests.
ncprog87
·2 years agoWhat was the item? Is it possible they hit one of those “product pages†via a google search which allows you to buy an item without actually seeing the listing you are buying?
sapphire_studio
·2 years agoDon't let them escalate it if you haven't sent a label or you're going to have to refund everything and not get any of your items back and get a nasty defect. Just send them a return shipping label or refund them yourself. I know you are around here a lot so you should know more than anyone it doesn't matter if they are completely wrong if they utilize their money back guarantee they can force a return (or refund if you don't want to pay for the return). You can report them and say that they made a false claim and that way you can maybe get $6 back from eBay towards the return shipping.