International Spain Return Issue

[overflowinattic]

I recently sold a bulk item to a customer in Spain. The description clearly stated 8.5 Pounds (LB). The customer in located in Spain opened a return request stating the description was wrong and was supposed to be 8.5 Kilos (Kg). Again nowhere on the listing did it state Kilograms. In fact I even spelled out pounds along with the abbreviation (lb). So, I replied to the request stating the description was indeed correct.  And I thought that was that.

A few days later I was warned that I still needed to reply to the issue even though I did without the customer replying back. The Spain ebay division decided close the request, put a hold on my funds, and side with the customer and expects me to send a return label. I contacted them several times stating the customer is wrong but I keep receiving the same generic email stating although they appreciate me and want to help me they state due to the European Union agreement, since the description was incorrect, I am liable for the paying the return shipping. 

I talked to via phone with 2 US ebay agents and they do agree with me and told me to reply and keep documentation of the correspondence. However it seems these agents hands are a bit tied when dealing with international divisions. Basically they can't override their decision.

In any case I am not going to follow through with the label since I am not at fault. Also all the correspondence I receive from the Spain division is in Spanish as well as the related links provided which I then have to google translate to figure out what any of it means. The US agents also have to google translate the correspondence which I find a bit discerning.

So, if I do nothing even after suppling enough documentation proving i was correct, what will happen to my account? I already have a hold of funds for this debacle. Will I be banned in Europe?

The US Agents vaguely stated that even if the Spain department would not side in my favor and with the US agents agreeing with me about the issue, they will resolve the matter and i would not be out any money

Hopefully this true as this has been a bit of a nightmare. I will not ship to Europe after this issue.

Any advise from anyone?

Thanks!

[pjcdn2005]

Once a buyer opens a return request because an item is not as described, ebay assumes that the buyer is correct, they do not investigate. The seller is expected to provide a return label, send the funds for a return label or refund without requiring a return.  If you don't do either, it is likely that ebay will refund from your funds and you will receive a case closed without resolution defect.

Since you have free returns in the US, if the buyer was in the US you would be able to report the buyer for misusing the money back guarantee program and I believe that you would get up to $6 of your return shipping cost back once you report the buyer.  But since you don't accept returns on international sales, I don't think that this would apply.  You can still report the buyer though.

[fab_finds4u]

eBay won't look at your description.

You have two choices. Refund and let them keep it.

Send them return shipping $ and refund when it's returned.

If you don't offer one of these resolutions eBay will step in and refund and not require them to return it and you earn a defect for a case unresolved by the seller.