Buyer didn’t read description and is asking for refund

[us_puj6]

Buyer didn’t read description and is asking for a refund. I am happy to return partial refund because of the mistake and the price they paid is high.
Is that an acceptable action or do I have to accept the return? See pics for my listing. 

 

 

[futuremarine2011]

if in her messages  with this case she says she  didnt read the  description  or pay any attention to it  when  she made the purchase then that  is called buyers remorse and  she will lose the case if you push that.  that is one of ebays  seller protections 

[fashunu4eeuh]

It is in your best interest to refund the buyer in full after the return. Then when you relist, do not use stock photos which are forbidden for used items, and do not include the mug in the photos. It is misleading. 

If she opens a case for Item Not As Described, you will lose. If it were me, i’d send a shipping label and get out of this transaction before it gets you in hot water. 

[rebell45]

Has the buyer filed a case through eBay? If they have, you need to tell them to return the item of a full refund and supply them with a return shipping label. When it gets back to you, you then issue the refund, assuming it is still in the condition you sold it as. 

If they haven't opened a case, do not offer or give any refund yet. If you do, your setting yourself up for a bigger loss. If you refund and they then decide to file a case, your partial refund is most likely out the window.

Now you may have a shot if they file a Not as Described case and you can show that it was exactly as described.  But that will be a hard sell with eBay because it would require someone in CS to actually look into the case. Something they don't like to do now days.

[oldwestgold]

Unfortunately, eBay will side with the buyer and force the return if they open a return.  You can see if they might go for a partial refund.  Good luck!

[inhawaii]

Did the buyer open a official return or are they just asking you?

If the buyer did open a official return, what reason did they select?

[pburn]

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@futuremarine2011 wrote:

if in her messages  with this case she says she  didnt read the  description  or pay any attention to it  when  she made the purchase then that  is called buyers remorse and  she will lose the case if you push that.  that is one of ebays  seller protections 

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Yeah. Good luck with that.

[this*old*attic]

Anything  that escalated to Ebay, you will lose - there are specific rules and policies that cover stock photos for used items, extra items in the auction pictures, anything contradictory or confusing between pics and description....

Discrepancies go to the buyer.

Just tell your customer to return for full refund, and learn from the mistake.

[lamber9347]

@us_puj6

You are a new seller so you need to stop and familiarize yourself with the TOS for this platform. You are setting yourself up for continued returns on your items which will eventually lead to your seller account being suspended. Here is the policy on using stock photos for a used item:

Photos are one of the most important parts of your listing because they allow potential buyers to see the item's exact condition, and help them decide whether to bid or buy. We recommend including more than one to help increase your chances of a successful sale.

What is the policy?
The following are not allowed:

• Photos that don't accurately represent the item
  Placeholder images used to convey messages
  Stock photos for used, damaged, or defective items

[futuremarine2011]

sellers who chose no returns accepted option  DO NOT have to refund buyers experiencing buyers remorse. if you accept returns then you are out of luck

[coolections]

That is not how it works. A partial refund would be useless to a buyer if they do not have the Mug. Why would anyone who does not have a mug want just a charger ? You have to have the buyer return your charger then pay them back their money.

[golfingaddict]

I looked at the listing. You used the information for the mug.  You show the mug.  You have the item specifics for the mug. 

yes, your description says that it is for the charger only.  But your listing was a bit confusing/deceptive.

You need to refund in full.

Next time, take a photo of just the part that you are selling (the charger) Do not put in the UPC or/and the item specifics for the mug.  Just describe the charger.  In the title put "Charger Only for Ember smart mug"

Your mistake. Make it right with the buyer and try again.

(yes, the buyer did not fully read your two line description, but you set it up to look like it was for the mug, you have to dummy proof your listings so that there are no mistakes or misunderstandings)

[aproudparent2010]

I'm with the buyer here. You need to take photos of the actual item for sale and not use stock photos for a used item.

Have the buyer send the item back (you pay shipping) and then you give them a 100% refund.

[pburn]

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@futuremarine2011 wrote:

sellers who chose no returns accepted option  DO NOT have to refund buyers experiencing buyers remorse. if you accept returns then you are out of luck

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That's the theory. A lot of sellers have found it's quite different in practice.

[janet9988]

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@futuremarine2011 wrote:

sellers who chose no returns accepted option  DO NOT have to refund buyers experiencing buyers remorse. if you accept returns then you are out of luck

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This buyer is not experiencing buyers remorse. The seller is using contradicting information on his descriptions......

The picture SHOWS the MUG.

The description states 14 oz.  .....Is the charger 14oz????

The LID is described as  drink through. .......does a charger have a lid???

Is the charger ceramic?