When opening a return, two of the reasons for the return are identical

[ericgonzo954]

I recently had a buyer open a return because they claim they received the wrong item.  The comment said "Not the same size as the one that fits my machine".  A picture of the item they received was also included.  The item in question is a replacement reservoir lid for a Keurig K-Elite K90 coffee maker.  Me being curious, wanted to see why they would open a buyer protection claim when it's obviously not true.(The picture of the item they received matches the item in the listing).  So I went to one of my own ebay purchases and started a return claim, so I could see what they were seeing.  I found out that out of the 10 reasons a buyer can give to open a claim, two of them both mean the same thing. Those two items are: "Wrong item received" and "Doesn't match description or photos". Furthermore ebay provides no clarification as to what each option means leaving it to the buyer's interpretation.  Not only does this create confusion, it provides a buyer the means to exploit buyer protections.   Clearly this buyer chose "Wrong item received" not because what was advertised was different than what was received but because they bought the wrong item.  In doing so, they have unknowingly been given an opportunity to scam me since there are only five potential outcomes in order to resolve and closeout the claim.  (1) I accept the return, I pay for the return shipping and refund them total amount.  (I also lose the amount I paid for the initial shipment since the listing included free shipping.)  (2) I give a full refund, buyer keeps item.  (3) I offer a partial refund. (4) Buyer can ask ebay to step in since I have not executed the 3 prior outcomes mentioned to close the claim. Claim is decided in buyer's favor.  ebay can also count it as a defect towards my performance standards under "Case closed without seller resolution".  (5) After 30 days claim closes due to inactivity.   I already spoke to customer service and after explaining the buyer obviously meant to open a buyer remorse claim, they said I wouldn't be responsible for return shipping... Not enough!  Ebay needs to practice due diligence when it comes to implementing their policies. That includes a clear, concise and thorough dissemination of said policies to their users.  There should be no ambiguity.   Instead ebay thinks its Apple and is "streamlining" webpages so it can achieve a minimalistic aesthetic.  Case in point, on the return detail page, there's a place that provides a history showing all communication between buyer and seller.  For a while Ebay would only keep the first few sentences of the conversation and remove the rest in order to "de-clutter" the webpage.  I distinctly remember a return I had where I needed to read the conversations for context and to get me up to speed only to see that every entry more than a few sentences had been trimmed to no more than a couple.  I called ebay to complain and I'm not saying it was me, but they stopped doing that. Information, data is supposed to be a good thing, the more the better, but ebay does not think so. Ebay should either remove the "wrong item received" option or they should clarify with a couple sentences what it means, if ebay wants to maintain a minimal aesthetic they can have the extra sentences pop up when moused over.   

[mtgraves7984]

I found out that out of the 10 reasons a buyer can give to open a claim, two of them both mean the same thing. Those two items are: "Wrong item received" and "Doesn't match description or photos". 

@ericgonzo954 

^^^ That's a lot going on at once, but I can help with this. "Wrong item received" could mean that the buyer got a red polo shirt when he ordered a blue... the seller had both, but mis-shipped. "Doesn't match description or photos" could be used if a buyer received an item 'lesser than' the item listed... defective, broken, rusty, etc. 

Neither of those is a remorse reason (I can't figure out what your buyer even meant by ""Not the same size as the one that fits my machine")... so your buyer chose a 'Not as Described' reason, right?

[rseuqinh]

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@ericgonzo954 wrote:

I found out that out of the 10 reasons a buyer can give to open a claim, two of them both mean the same thing. Those two items are: "Wrong item received" and "Doesn't match description or photos".

Ebay should either remove the "wrong item received" option or they should clarify with a couple sentences what it means, if ebay wants to maintain a minimal aesthetic they can have the extra sentences pop up when moused over. 

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I have to keep tally and cycle through the 5 SNAD reasons

- Arrived damaged

- Doesn't match description or photos

- Item is defective

- Missing parts or pieces

- Wrong item received

on consecutive returns -- because eBay throws up a stern warning when the same reason is used the next time.

[kitschy*loot]

Not as described could mean a seller said something was excellent condition when it really has holes and unmentioned stains, it could also mean a seller said an item was 12" and it's really 10". Wrong item received could mean both of the above things, or it could mean the seller listed a TV and shipped a microwave.

I do see what you're saying about the choices being the same, but I don't think they are the same just similar. Technically if you think you're buying a TV and you get a microwave; that qualifies as not as described, but it would be more fitting to say wrong item received.   

In your case it seems like you're implying the buyer bought the wrong lid for their coffee pot which is their fault, and because eBay has wrong item received as a choice, the buyer picked that so YOU would be on the hook for return shipping when they only received the wrong item because they mistakenly BOUGHT the wrong item which should fall on them and not you... if that's the case. 

If eBay were to remove wrong item option the buyer would have to either pick a remorse choice or not as described, but believe me many liars won't be picking the remorse choice if there is another that will save them from paying return shipping. Your buyer likely would have gone with a reason that would save them money regardless.