The buyer wants to return a garment with false information

[tatitatistyle]

I do not accept returns based on fit, according to my policy. But rather than selecting the "DOES NOT FIT" option, she selected the "DEFECTIVE." tab on the "NOT AS DESCRIBED" option, and eBay automatically put my money on hold. She says that is small, so therefore it is "mismarked." It is a size Med., as mentioned in the listing, with manufacturer labels and tags intact. Following back-and-forth correspondence with the buyer, eBay sent me a message today, the 9th, requesting that I respond by the 8th. By the seventh, I had replied to her twice, but she had not replied. The buyer stopped responding but hasn't escalated, so I'm not sure if I should click on the "ASK US TO STEP IN AND HELP" link to try to get my money back from eBay or wait for them to do so. I'm worried that they will just refund her the money if I do nothing.

Thank you for any advice

[stainlessenginecovers]

1st- NEVER, as a Seller, ESCALATE to ebay

2nd- NEVER let that date pass without 'approving' the return label, or simply refunding without return (if that is what you choose to do)

No Returns does NOT mean 'No Refunds'. Regardless of the small/medium thing (Plus you have no dimensions in inches/mm so that is a huge issue), you MUST accept a NAD (Not As Described) return or refund without return. 

Just because it says 'Medium' does NOT mean that 1 manufacturers Medium is the same as another. I've run into this for years. 

When selling 'clothes'..just change your 'no returns' to 'returns accepted and plan on 10% coming back. It's the way of selling clothing (Brick & Mortar or on the Webs). 

[kensgiftshop]

If you don't accept the return and provide a shipping label, they'll refund the buyer from your account and let them keep the item.

[stainlessenginecovers]

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@kensgiftshop wrote:

If you don't accept the return and provide a shipping label, they'll refund the buyer from your account and let them keep the item.

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and then 'ding' you for YOU not taking care of your customer. A few more of those and you will either be paying a 6% additional Final Value Fee for however long it takes you to get out of a 'below standard' or you will just be permabanned. 

Do NOT mess with Not As Described (again, some buyers know the system and NAD's get around 'no returns' and also again, your 'size' doesn't mean a thing. 

[mtgraves7984]

... so I'm not sure if I should click on the "ASK US TO STEP IN AND HELP" link to try to get my money back from eBay or wait for them to do so.

@tatitatistyle 

You do NOT want to ask eBay to step in. You do NOT want to wait for the buyer to ask eBay to step in. Your best defense is to approve the return and refund your buyer in full upon the item's return to you.

I find that if an item sells once, it will sell again. Get your item back to relist for the right buyer. Good luck.

[tatitatistyle]

Could you please tell me if I don't escalate, and if the customer doesn't escalate either, would they still receive a refund?

[kensgiftshop]

Only Ebay knows that.

They could refund the buyer or they could let the return expire and close the case.

[tatitatistyle]

Thank you for all the advice and input!

I decided to escalate and ask eBay for help, and within 10 minutes I got this!

"Here's the case outcome

eBay Customer Support has refunded the buyer without any impact to you. We're issuing the buyer a refund for this case. You don't need to do anything else.

This case is now closed. You are not required to reimburse the buyer or eBay, and this case will not be counted in your seller performance evaluation.

Note: It may take up to 24 hours for this information to be updated in your Seller Dashboard.

Outcome

You were not found at fault."

I am very happy for this! We both won.

[house*of*paws · Accepted solution]

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@tatitatistyle wrote:

Could you please tell me if I don't escalate, and if the customer doesn't escalate either, would they still receive a refund?

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Hi @tatitatistyle 

eBay wouldn't refund them if nobody escalates the claim ... but they could still file a chargeback with their credit card company during the next few months.

The buyer still has a few weeks yet to escalate.  I wouldn't take the chance that they won't bring eBay into the case, since the total penalties are severe.

[kensgiftshop]

Sounds like you got lucky and they gave the buyer a courtesy refund, which we all know where they come from.

[tatitatistyle]

Thank you for your help.

I escalated and got my money back without any impact to me. :0) YAY!!

[clone000]

holy God.. 

There are extremely abusive buyers out there. I am currently sitting on a $7k false claim, God.. Please help me.

[a_happyhoarder]

You should accept returns with the buyer paying shipping.

But that won't stop a buyer from lying and saying the item is "Not As Described" in order to get out paying shipping. 🙄