07-19-2018 09:47 AM - edited 07-19-2018 09:48 AM
What do you do when a buyer wants to do a return and chooses "doesn't match description or photos" when it does? The buyer simply did not read the description and note a tear on a bag and is now trying to get us to do a return with this reason selected which would penalize us with shipping costs both ways. Is there anything a seller can do in this situation? I don't want to get negative feedback from the person or a defect from Ebay. But it's also not fair to have to pay shipping for someone who simply didn't read the description. Ideally I'd like to allow the return but have them cover shipping, which I think is fair. What would you guys recommend?
07-19-2018 10:14 AM
I looked at a few of your listings and you seem to be noting all defects. I'd call EBay and have them look at the listing and specifically the area where you state that it is ripped-they should be able to help
07-19-2018 10:24 AM
There is nothing a seller can do in this situation. Even if you accept the return you pay shipping back. If you wait and let the robot rule it in 3 days, it will still make you pay shipping. When a buyer reads and looks at photos, if they want to open a false and easy return, they simply open an INAD, and done. You have an open return request you lose either way. Even when an item is correctly described, measured and photographed. It is a shame ebay does little for sellers. They do not stand on our side. Either way you lose. I'm sorry there is no upside to this. Ebay has a lot of kinks to work out and it's become quite apparent over the past few months with the amount of sellers taking their business off ebay. They cost us money, steal our money and do not stand up for stupidity. They embrace it, which causes this entire cycle of dishonesty over and over... I had a buyer claim a skirt that had photos of an obvious print, was not the same skirt she bought because she bought a solid skirt. The photos of the skirt she bought and the skirt she uploaded photos of had the same print. It was the same skirt. Ebay tolerates stupidity. You just have to eat this one and the rest. Hopefully it is over soon, most of these get dragged out for almost an entire month. Buyers have 7 days to return the item, most send it on the last day. Then they get their refund released automatically when the package is scanned into your post office into your possession. Thats right, without you even being able to make sure it is the same item. They assume buyers are honest and send the right items back. They assume sellers are the liars and open false claims. It begins with the buyers. It all starts with the buyers lack of responsibility. Let's not forget all of those facts.
07-19-2018 10:29 AM
You have no choice but to accept the return. Don’t bother calling eBay. You accept returns for any reason. All you can do is report the buyer and when the bag is returned, file an appeal to get the return shipping cost back.
07-19-2018 10:30 AM
@vernon1959 wrote:I looked at a few of your listings and you seem to be noting all defects. I'd call EBay and have them look at the listing and specifically the area where you state that it is ripped-they should be able to help
@vernon1959 Nope. The OP accepts returns. They have to accept the return. Calling eBay is pointless and a waste of time. eBay cannot change this to a remorse return And they won’t close the return in the sellers favor.
07-19-2018 11:08 AM
Yes the seller accepts returns, but with the buyer paying return shipping. It sounds like the buyer has opened a false INAD. If the listing is accuate the seller does not have to pay return shipping-I've dealt with EBay on a similar situation and you just have to keep calling until you get someone with half a brain
07-19-2018 11:16 AM
Apologize for the mistake and their inconvenience and accept the return. You are always going to get that one. Don't let that one ruin your day or your mindset. Take the return and just keep rolling along. I've had a couple of those as well ~ You just have to jump over it.
07-19-2018 11:18 AM
@vernon1959 wrote:Yes the seller accepts returns, but with the buyer paying return shipping. It sounds like the buyer has opened a false INAD. If the listing is accuate the seller does not have to pay return shipping-I've dealt with EBay on a similar situation and you just have to keep calling until you get someone with half a brain
Nope. eBay will not have the buyer pay for return shipping. Things have changed in recent months. Calling eBay is NOT a good thing for the OP to do. They will escalate the return and give him a defect. The buyer will not be made to pay for return shipping.
07-19-2018 12:55 PM
Right, ebay did the same thing to me. The girl first tried to say it was not as described. That ploy didn't work, so she said it was damaged. The problem was, she did not want them after she got them, remorse buyer. She wanted a refund, gave her partial after she agreed and later went ahead and sent the full amount left which was a small amount. She knew what she was buying, defect was posted in 4 spots in Capital letters. Anyways, she had started a return, but I told her to just keep it, ebay still got me with an item not as described after I gave her the full amount and I let her KEEP the item. Needless to say, she is a blocked bidder now. I paid my debt, full amount and ebay still dropped my item not as described rating. Fair? Don't think so after she changes the problem from not as described when she didn't get what she wanted to damaged???? **bleep**!!!
07-19-2018 01:02 PM
One last thing, block that bidder from bidding on anything else in the future, not worth the hassle. I've blocked a few and will keep on blockin'!!
07-19-2018 01:04 PM
@vernon1959 wrote:Yes the seller accepts returns, but with the buyer paying return shipping. It sounds like the buyer has opened a false INAD. If the listing is accuate the seller does not have to pay return shipping-I've dealt with EBay on a similar situation and you just have to keep calling until you get someone with half a brain
I see you mostly post in the gems forum. As of April 1st - CS has been told to tell sellers to accept the return and we can appeal for the return shipping cost once we receive the item back. I've had the same situationand the CS won't even discuss whether it's buyer's remorse or an SNAD. The blues have confirmed that we are to accept the return and appeal the decision later.
07-19-2018 01:09 PM - edited 07-19-2018 01:10 PM
I have 100% faith that what Miss Jen told you here is true. I`d put her up against any customer service rep ebay has.
07-19-2018 03:00 PM
So I've re-read the updates regarding returns and the buyer policies practices and I'm still not seeing anything that states you must pay for return shipping when the buyer opens a false INAD.
The buyer practices policy still has the statement under Not Allowed : Claiming an item isn't as described in the listing when the item condition is consistent with the listing description.
Can someone give me the link to the new policy? Thanks!
07-19-2018 04:04 PM
There is no policy link - this is how Ebay is now solving the CS spending so much time on the phones with the he said she said complaints. Be free to call them as many times as you want - but I know what was relayed to us and you can even go to youtube and watch other sellers debating how they are dealing with False SNADs and having to accept the return. Just because it isn't written in stone does not mean it's not happening.
I myself don't like the policy and feel I should have a chance of proving a false SNAD to not only save myself return shipping but to also out the buyer and getting that on their record - but it's not the way things are done since April.