Are using stock photos allowed?

[tweetystwades]

Hi,

I use a stock photo most of the time to show fits of my clothing, but I also show real pictures of the items.  I have someone asking for a return because the color is not as shown or described. I have the color in the listing and the title, also pics of the real item. Can this buyer get me on a SNAD? I don't have a problem with the return, but don't SNAD me.

Thanks! 

[rfmtm]

Always best to use your own actual photos of the item.  This also helps avoid copyright infringement issues as well.

Buyers can SNAD for about anything any more.  Best to just tell buyer to return for a full refund, and if you have to, pay for a return label.

[tweetystwades]

Is there a way to pay for the return label, without the buyer opening a return? I mean, can I send them a paid for return label?  

[gabbycockatiel]

When you buy a label, it creates a file from which you can print the label, so you should be able to email the return label file to the buyer so they can print it out.

Is the buyer saying the color is drastically not as described? A lot of sellers include text stating that the color may look different on different monitors. As far as stock photos, last I knew the rule was that you can include a stock photo, but you must also include pics of the actual item unless it's brand new with tags and without defects. That policy may have changed, and may vary by category.

[tweetystwades]

The problem was, I used a stock photo of the same shirt in a different color. I did show 3 pics of the actual shirt. I don't think they read or looked at the listing, I think they saw the stock photo and ordered it. That's why she says not color shown or described. She just saw the blue stock photo, and didn't look at the rest of the pics. The color is also in the title.

[rolenboy01]

Could very well be an excuse for something else they didn't like about the item but they decided to leverage an error in your listing to their advantage, there is no way to say for sure.

[sockmonkeydave]

@tweetystwades

Ouch, conflicting info in a listing, just pay for a return label.

[tweetystwades]

That's what I'm trying to find out. I want to send her a return label before she opens a SNAD, but can't figure out how to.  

[lintbrush*]

Let her open the Return even if it's Not As Described.  It doesn't count against you.

It's simple.  You click Return for Refund.  Buyer gets a label - you get invoiced for it.

Return comes back - you click Refund.  Case is closed and fees are refunded. 

It's not a defect.

[tweetystwades]

Really? Are you sure ? That's why I'm jumping through hoops trying not to get a SNAD.
I thought if she opened a return, she will for sure give the reason she told me (Color is not as shown or described). My only fault is that I used a stock photo, but if she would have looked at the rest of the pics she would have seen the actual shirt. I do this all the time and have never had a problem. It shows Aqua in the description and the title, she didn't read the listing. I'm afraid if she opens a return I would get a defect. : )

[lintbrush* · Accepted solution]

No defect as long as you handle it.

If you ignore your buyer and let the timelines expire, they can escalate the return and then it becomes a claim.   That would give you an Unresolved defect .

If you cancel for Out Of Stock, that's a defect.

That's all.  

I would never use a stock photo unless the item was brand spanking new without any issues and matched down to the color.   

Just direct the buyer - let them know how easy eBay has made the Return process. 

[buyselljack2016]

Too many buyers on mobile devices.

Look at one pic on a tiny screen.

Don't read.

If using the stock photo as the main photo you may continue to have problems.

[tweetystwades]

Aha, got it. Thank you so much for your time : )

[tweetystwades]

I know that was the problem, I've had few issues in the last couple of weeks. This issue with the color, and 2 other buyers ordering the wrong size. They're using the app and not bothering to read, or look at more than 1 photo.