Help with rude buyer return

[shaly_68]

Hi, I am not new to Ebay but just recently started focusing as a seller. I have been gaining momentum with daily sales, but I am still very new. I have never received negative feedback, although I only have 34 responses at this time.  I am hoping that some of you seasoned ebay sellers can help guide me on a situation.

I have a no return policy on my items. I sold a preowned top to a buyer. I did use a stock photo to show style of top and also provided well-lit photos of the actual top for Sale. The buyer requested a return today stating "item not a described." She had many complaints. She stated the top was too big, was not happy with color, and stated top was too worn, She stated that she did not like top and wanted full refund.

I messaged her and politely and respectfully apologized for her dissatisfaction and asked for photos depicting the worn areas and discoloring she complained about. I also politely pointed out that the item description provides actual garment measurements and states that the top is oversized, relaxed fit.

She responded with aggressive, rude messages. I will include screenshots. I feel that I represented this item well with both my photos and description. I do not want to refund this buyer, but I am not sure of the repercussions if I choose to decline. I have heard that stock photos are not allowed to be used, so I am concerned that ebay will side in her favor and I may receive a defect. I also do not want negative feedback, but I believe this buyer will leave negative feedback either way. Does anyone have any advice on best way to handle this situation? Please see pics for context.

My initial message to buyerBuyer response 1Buyer response 2Listing cover photoActual item listing photoActual item listing photoActual item listing photoListing description

[ebooksdiva]

No returns does not mean no refunds as eBay's Money Back Guarantee trumps your no returns policy. 

You have several options with a Not as described return...

1. Accept the return, issue the return label, receive the item back and refund.

2. Refund the buyer without requiring the item returned. 

3. Do nothing, allowing eBay to step in to refund the buyer from your funds, allowing the buyer to also keep the item plus you will receive a defect against your seller account for not handling your returns.

If you have the item in hand, you should never use stock photos.

Arguing with the buyer through messages accomplishes nothing.

[kensgiftshop]

If the buyer has filed an INAD and you want it returned before refunding, accept the return and provide a shipping label.

Using stock photos for a used item is not a good idea.

[shaly_68]

Thanks for your response & feedback. It truly wasn’t my intention to “argue.” I simply wanted to clarify buyers complaints. 

[stainlessenginecovers]

With clothing sales there is 1 thing to remember;

The buyer is ALWAYS right simply because it is the Buyer Prospective that matters. 

Your opinion does NOT. 

Therefore, just take it back, refund upon receipt (and plan on this happening with clothing sales and remember, if it sold once, it will sell again)

[shaly_68]

Thank you for your kind response! I am certainly still learning! Ebay is quite different from other platforms!

[aproudparent2010]

I'd be wanting a refund too because the color in the main photo of what you sent them looks very different then what you pictured in other photos.

The main photo is a pretty blouse with colors that blend into each other nicely and your other photos show what doesn't even look like your main photo

The one in your main photo shows colors that blend together and the other pics look like a completely different blouse.



I'd pay for the shipping label and give them 100% refund.

[aproudparent2010]

These photos don't even look like the same item. The stock photo with the model is a pretty blouse with colors that blend together like watercolors.  The actual photos are of a blouse with wide bands of color that don't blend together.

if you get it back then please only put the real photos so people can see what they are getting.

[aproudparent2010]

My advice? Ditch the stock photos because I see at least 2 listings where the stock photo and the actual item look so different. Here is example of one....the stock photo is completely different than the actual item.

[kh-jean]

Hi everyone,

This thread has been closed at the request of the OP.

Thank you for understanding.