eBay

segen19 · ‎06-06-2022

I sold a dozen Apple Pencils (2nd Generation) successfully. One buyer was upset that it didn’t fit their older iPad. It seems they previously bought a 1st Generation Apple Pencil on eBay that was mislabeled as a 2nd Generation one. So now they opened a claim that I sent the wrong item. They essentially say that, because I didn’t specify how it is charged (via magnetic connection instead of plugging into the iPad), they claim it was an incorrect item.

The real issue is that they regret buying the wrong item. So far in the conversation I offered the buyer a $40 partial refund (approximately 50%) consolation if they accept it. They haven’t said they’re okay with the partial refund so I didn’t actually submit that yet.

Any advise? Thank you!!

printpeople · ‎06-06-2022

I can only say what I would do. I would not make a profit off this person, and may take somewhat of a loss to get my item back…. Probably a full refund with paid return shipping if in the USA. Doesn’t always matter to me whose fault it was… it’s how I think the ending may turn out.

You win some, you lose some.

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fashunu4eeuh · ‎06-06-2022

If they opened a Not As Described claim then you do not have the option of a partial refund. Tell them to return for refund. Also, sellers are on the hook for return shipping on a NAD claim. Get your item back, relist and move on.

When it comes to this kind of claim, whatever the buyer says is ok with eBay. You cannot fight the return at this level as the buyer will prevail in a virtually automatic win, even if you are sure it is not the truth. After the claim is closed, you can appeal the decision to eBay. At that point, someone will review the evidence, but not before. This is how the Money Back Guarantee works.

segen19 · ‎06-06-2022

It’s a Wrong Item claim (not NAD). How likely is an appeal to be accepted? The buyer has provided no evidence that I sent a wrong item. Their pictures even show that it was the correct item. They simply keep saying that I didn’t say it has a magnetic connection.

I’m not planning on doing anymore selling. I’d rather just be done with it and not have to relist and reship.

titipeo · ‎06-06-2022

It doesn't matter, eBay will believe buyer no matter what. Best for you to accept and move on.

printpeople · ‎06-06-2022

I’m wondering, since you don’t accept returns on your listings, if eBay will refund a wrong item claim without requiring a return. This is why I try to settle things fast, and make the buyer whole… same as most of the big box stores…

I also currently don’t accept returns, and it’s number 12 on my things to fix.

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printpeople · ‎06-06-2022

Well, I actually did already fix that. Must have been while in the hospital on drugs… lol. I had a handy iPad with me and was bored out of my scull… did quite a few things on eBay then.

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fashunu4eeuh · ‎06-06-2022

@segen19 wrote:
It’s a Wrong Item claim (not NAD). How likely is an appeal to be accepted? The buyer has provided no evidence that I sent a wrong item. Their pictures even show that it was the correct item. They simply keep saying that I didn’t say it has a magnetic connection.

I’m not planning on doing anymore selling. I’d rather just be done with it and not have to relist and reship.

@segen19 A “wrong item” claim is a Not As Described claim. See link below for details from the Money Back Guarantee policy.

”Sellers are required to deliver the item as it was described in the listing. If the buyer receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the seller doesn't offer returns.”

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

wastingtime101 · ‎06-07-2022

@segen19 wrote:
So far in the conversation I offered the buyer a $40 partial refund (approximately 50%) consolation if they accept it. They haven’t said they’re okay with the partial refund so I didn’t actually submit that yet.

The pencil is not compatible with their device and a partial refund won't fix that. You would be out of pocket less if you accepted the return, paid for return shipping then resold the item.

Make sure you report the buyer for misuse of the returns policy and filing a false claim.

If you do not accept the return by the deadline and provide a return shipping label and the buyer escalates to eBay, you'll find yourself with a much bigger loss. With a no returns policy you run the risk that eBay will force a full refund without requiring a return - in a best case scenario eBay will make the buyer return something first. Either way you would lose your fees if eBay steps in.

eBay doesn't care that the buyer filed a false claim - they will make you accept it anyway.

I had a buyer recently file multiple wrong item sent claims and in the comments they wrote that I shipped the correct items but they ordered the wrong items. Doesn't matter to eBay. I reported the buyer and the claims are still on my service metrics record putting my account at risk.

GLORIOUS!

segen19 · ‎06-07-2022

@wastingtime101 wrote:

Make sure you report the buyer for misuse of the returns policy and filing a false claim.

Thank you, all, for the replies. How do I report the buyer for misuse of the returns policy and filing a false claim?

luckythewinner · ‎06-07-2022

@segen19 wrote:
I sold a dozen Apple Pencils (2nd Generation) successfully. One buyer was upset that it didn’t fit their older iPad. It seems they previously bought a 1st Generation Apple Pencil on eBay that was mislabeled as a 2nd Generation one. So now they opened a claim that I sent the wrong item. They essentially say that, because I didn’t specify how it is charged (via magnetic connection instead of plugging into the iPad), they claim it was an incorrect item.

The real issue is that they regret buying the wrong item. So far in the conversation I offered the buyer a $40 partial refund (approximately 50%) consolation if they accept it. They haven’t said they’re okay with the partial refund so I didn’t actually submit that yet.

Any advise? Thank you!!

I cannot imagine why a buyer would want a partial refund for an accessory that does not fit their iPad.

My advise is to accept the return and move on.

wastingtime101 · ‎06-07-2022

@segen19 wrote:
@wastingtime101 wrote:
Make sure you report the buyer for misuse of the returns policy and filing a false claim.
Thank you, all, for the replies. How do I report the buyer for misuse of the returns policy and filing a false claim?

You can go to your orders page and choose report buyer from the actions menu. Alternately you can go to this page and click on the big blue button.

GLORIOUS!