Buyer Requests Return/Refund

[sixfranshoo]

I sold 3 vintage cups without chips, cracks or repairs. However, as noted in the description, there were glazing issues in at least one and a small amount of dripped paint on the rim of another during production.  Photos were provided of every manufacturer defect. Buyer, also a seller, has initiated a return stating the cups are defective.  Since I was totally transparent about the conditions am I still responsible for the return shipping cost? @link to members

[dbfolks166mt]

     Short answer is Yes. The buyer is covered in this situation by the eBay money back guarantee. 

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy... 

[sixfranshoo]

Even if there are photos and the manufacturing defects are noted in the description? 

[klhmdg]

Yes - all the buyer has to say is Not As Described.

eBay will not look at your photos or description. 

I would approve the return and once i have my items back, refund.

This is what eBay expects sellers to do.

[dhbookds]

if it's the 3 blue willow cups...this is the description

Some glazing issue in the interior of one cup

In seller notes you say:

“NO CHIPS, CRACKS OR REPAIRS.”

I only see the interiors of 2 cups in pictures, one of which shows the issue..

[dbfolks166mt]

Even if there are photos and the manufacturing defects are noted in the description? 

     Yes. It's pretty much a he said, she said scenario and eBay is almost always going to side with the buyer. As long as you have been selling and given the number of items you have sold if this is the first time you have encountered this situation consider yourself fortunate. 

[ittybitnot]

Even if there are photos and the manufacturing defects are noted in the description? 

@sixfranshoo 

Yes, even then.  Many years ago customer service was allowed to intervene if the buyer's claim of "not as described" was ACTUALLY described and illustrated in the listing.  Those days are long gone.  The process is now automated, and once that buyer chooses a "not as described" reason (true or not), the return program continues with very predictable results.  

When eBay discontinued customer service "assistance", for claims that were clearly described appropriately,  we were given the reason "the customer was probably just unhappy with something else about the item, so the decision will stand."   eBay also provided the not so nice PENALTY for sellers that wish to dispute the buyer's claim:  Case closed without seller resolution.  "Seller resolution" means to accept the return, fund return shipping, and provide a refund no matter what is returned, OR refund and let the buyer keep it for free.  

[fern*wood]

---

@sixfranshoo wrote:

Even if there are photos and the manufacturing defects are noted in the description? 

---

It sounds like you have been very fortunate in your selling career without encountering this issue before.  

[adamcartwright]

@sixfranshoo 

Your Condition on the listing alludes to a better condition than does your Description. 

Only 6 photos of three vintage teacups. I would take more photos next time of all angles of each teacup.

Buyers often don't read the Description, so your Photos and Condition must divulge all they need to know. 

I'm a total slowpoke on my listings, but I think it's paid off in terms of headache reduction.

[sakic92710]

lol   The OP said it was noted in the description.  I guess you read as well as the OP's buyer.  😛

[gwens*4saleitems*]

Just accept the return, get the cups back (hopefully in the same condition as sent), raise the price just a bit and relist them. They sold once; they will sell again.

But take more pictures and have those pictures tell the story. 

Picture as if there is no description; description as if there are no pictures.

[fern*wood]

I know many sellers use the background remover tool, but too often I think that makes items look odd.  Many of the photos of dishes appear to be rough or chipped along the edges where it's used.

[adamcartwright]

@fern*wood 

You're right -- having a perfect white background is not a priority when it can change the appearance of the item (at least from my own experience).

[robbie31415]

The person who is responsible for return shipping is decided based on the reason the return request is opened.

Actual reason, or technicalities don't matter.

eBay isn't going to spend time and money going over the details. if eBay did they would most likely increase the FVF's to make up for the staffing cost to do all those evaluations.

HOWEVER,

That doesn't mean you can't get some reimbursement for return shipping under certain conditions. (TRS)

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345

"

A buyer falsely claims an item was not as described

When you report the buyer and we determine the buyer made a false claim:

• We may subsidize the return shipping label cost up to $6.00 per return. It can take up to 60 days for this amount to be credited to your account
• We'll automatically remove any related negative or neutral feedback
• The return won't be counted in your "Not as described" rate in service metrics"

That's about it.

[12345jamesstamps]

I don't see a first photos of '3 ...cups'...shouldn't all 3 cups be shown together?

$23.99...$16.20 for shipping.

Not worth a return for shipping. What the buyer is probably hoping for.

I would ask if buyer would take a partial return.

As you are both sellers I would try to work out the best option.