Should I accept a return?

[gadersd2]

I sold a pair of sunglasses. One of the photos on the listing showed scratches. The buyer has requested a return citing scratches as the reason. Should I accept this even though the scratches were visible in the listing images? What would Ebay do if I decline the return?

[titipeo]

You should accept it. If you decline, eBay will side with buyer and submit refund from your account and let buyer keep item. 

[kensgiftshop]

Yes, you need to accept the return.

I looked at the images and couldn't tell there were any scratches and nothing mentioned in the description.

If you don't accept it and pay return shipping, Ebay will refund the buyer from your account, let them keep the glasses and give you a defect.

[lamber9347 · Accepted solution]

This platform offers a money back guarantee to all buyers. Once the buyer selects Item Not as Described you will have to pay for the return shipping or eBay will deduct it from your account, regardless of what you stated in your own listing. Your best bet is to accept the return and issue the return label or you will also receive a defect on your selling account. It happens; it's a part of selling online. You should also make certain to point out any scratches or irregularities on your items, not just in the photos. Best of luck to you....

[lamber9347]

Just took a look at your listing. The only photo that shows the scratches is the last photo, in the other photos the glasses appear not to have scratches. Also, this was the only line you wrote for a description: Coach Cateye Sunglasses HC 8049 (L043 Alexa).

No mention of any scratches, anywhere. If you don't want to pay for return shipping, then just refund the buyer the $12 because these glasses are scratched to high heaven.... 

[ryanrobyn]

sadly all NAD count against a seller's record even if the case is retracted or the seller did nothing wrong. Ebay does this so the return rate increases enough for them to hit the seller with a fee increase.

[bonjourami]

You consider selling a pair of sunglasses, and not mentioning the scratches, as the seller doing nothing wrong?

[ms.rodriguez*]

NEVER ever rely on photos to describe an item. You must state the flaws. Remember , folks now use phones and I-watches too so the photos maybe not show all of the flaws. As others told you , accept the return.    Then I would re-take the photos and relist the item with NEW photos and definitely state that there are some scratches. Make sure that you state it and that your photos clearly show the scratches.

If the scratches are pretty bad, look at the item like if you were  going to purchase it.  Would you buy happy buying glasses that are scratched like that?  I know that if it were me, the answer would be no and the glasses would be in the recycling bin in 5 seconds.

[mtgraves7984]

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@ryanrobyn wrote:

sadly all NAD count against a seller's record even if the case is retracted or the seller did nothing wrong. Ebay does this so the return rate increases enough for them to hit the seller with a fee increase.

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@ryanrobyn 

The only cases that count against a seller's record are the ones the seller doesn't handle properly. As it should be...

[lakefor94]

Scratches on glasses, should have tossed them rather than selling.

That was begging for a return, even at $12. 

[albertabrightalberta]

@gadersd2 

The scratches on that lens are right in the line of vision! It will bug the heck out of a buyer when the sun reflects on them.

When selling items, you MUST describe the damage fully and you MUST photograph the scratches so the buyer won't miss the damage. 

If you choose to take the return, feel free to use the following picture and mention in the description about the damaged lens.  (In this case, my suggestion would be to apologize to the buyer for not mentioning the severely scratched lens and would give the buyer her full refund without requiring the return.)

[aproudparent2010]

If buyer open INAD case and don't either refund buyer on your own or send them a return label then eBay will just give the buyer their money back and they get to keep the sunglasses,

[lakefor94]

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@mtgraves7984 wrote:

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@ryanrobyn wrote:

sadly all NAD count against a seller's record even if the case is retracted or the seller did nothing wrong. Ebay does this so the return rate increases enough for them to hit the seller with a fee increase.

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@ryanrobyn 

The only cases that count against a seller's record are the ones the seller doesn't handle properly. As it should be...

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Actually, the case will count against "Service Metrics" even if the seller resolves the case. All INAD's count. 

If the seller resolves the case without eBay stepping in, it won't count as a defect against the Seller Level Transaction defect rate.

[house*of*paws]

Hi @gadersd2 

A flaw such as scratches MUST be mentioned in the Description … as well as shown in the photos.

A wise responder once recommended to sellers:

>>   Take photos as if there were no Description … and describe your item as if there were no photos.   <<

You have no chance whatsoever of winning a dispute.  You will only collect a defect AND forfeit your fees if eBay is brought into the case.

[monster-deals]

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@gadersd2 wrote:

 Should I accept this even though the scratches were visible in the listing images?

What would Ebay do if I decline the return?

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Should you?

No, but you have to anyway.

Ebay will refund for you with your money and give you a defect for your troubles.