eBay

1chaigirl · ‎02-05-2021

First post here.

Buyer said product doesn't match size in listing and sent a picture showing product being measured HOWEVER

1) Measuring tape starting at wrong place - not starting at the beginning of the tape but at 1" (unbelievable as that is) .

2) Measuring tape placed on the outside of the lid when lids are measured on the inside. The lid was sold by manufacturer as 10" which is what was in the listing.

I closed the claim giving explanation as well above picture showing correct way to measure - proving its the correct size (since I have another of the same to sell and sold 1 prior to this as well).

I won't attach their picture but have attached mine. FYI I sold this new item for $8 shipping and $8 cost. It cost me $11 to ship as its a heavy glass lid. After ebay and paypal fees, made like $1 profit to build rep - have 100% rating.

Then buyer (who has 98% rating) sent another long message wanting return lable their money back - this time pic they corrected their way of measuring but their message still claims it is bigger, this time the claim is its a quarter inch too big. Initial message claimed it was half an inch too big.

I am currently on time off since last week as my mom is in the hospital but have been prompt in responding (within hours) to buyer with picture and message.

It's a matter of principle. What would you do as next steps?

toganet · ‎02-07-2021

I just dealt with a similar issue -- buyer messages me saying an item doesn't work (Not as Described) even though the listing clearly says "for parts or not working." Normally I would try to work it out with the buyer, but in this case they had already opened a dispute with their credit card company, before even giving me a chance to make it right. Since it was a total of like $13 I just accepted the dispute and I'll move on. I do plan to report the buyer, though. I'm also going to change my return policy, as much as I hate dealing with returns -- because I get bit this way about 1-2 a year, occasionally on a bit ticket item. It's clear eBay sides with buyers 99.99% of the time, so I guess I gotta play the game their way or not at all.

espresso_warehouse · ‎02-07-2021

@fern*wood wrote:
None of us are justifying unethical behavior and that whole statement is quite insulting and dishonest. Trying to pass that type of insult upon others giving solid advice based on actual experience is ridiculous and has no place here.

The buyer lied and at the very least needs to be reported because the behavior is abusive. The usual chorus of voices did not even mention reporting the buyer or calling CS. I mentioned it, and was attacked by you.

Further, OP clearly stated it was a matter of principle. The commonly heard chorus of people were trying to convince OP to do nothing which is not a principled approach.

The usual chorus of people chose to attack the person who suggested reporting the buyer and calling CS. Talk about dishonest...it's also very tiresome and not the least bit clever.

1chaigirl · ‎02-09-2021

I didn't receive a notification that there were responses. Thank you to all the thoughtful responses. Never had an issue with a buyer before. Of course just been selling (small priced items) for a short while.

Since I already declined request to return (I guess next time I will know better - just accept - no matter what 😞 ), had a couple of follow-up questions.

The buyer gave me a negative rating (my first :()

"Seller described lid as 10” actually 10 1/2” won’t accept return"

I would appreciate thoughts about next steps:

1) How will I know if they filed a complaint and that I got a defect?

2) There is a reply option next to the review. Can I post this short response?

"Sent buyer picture with lid showing 10" measurement as listed. Buyer still wanted to return."

I don't wish to be argumentative just to give my side to potential buyers when I re-open shop. Is there any harm in responding now that buyer has already left a negative review?

3) Can I "Report Buyer" another option given next to the review - how can that adversely affect me?

simba6 · ‎02-09-2021

They just need a give a reason for the return. It does not have to be true.....

1chaigirl · ‎02-09-2021

They just put up this lid for sale. And say in the description it is 10" on the inside (where it covers the pot). Which is what I had said all along and as I had purchased it. Unbelievable 😞

wastingtime101 · ‎02-09-2021

@1chaigirl wrote:
They just put up this lid for sale. And say in the description it is 10" on the inside (where it covers the pot). Which is what I had said all along and as I had purchased it. Unbelievable 😞

Look a the bright side:

They opened a remorse return request (which you denied per your no returns policy) instead of filing a not as described (SNAD) claim. If they had opened a SNAD you wouldn't have been able to close out the return.
They're attempting to resell the lid instead of filing a credit card chargeback.
You can move on and, unless the buyer escalates somehow, you can put this in your rearview.

Point of interest: Your listing specifies "10 inch outer" - but your above argument was that the buyer measured the outer part instead of the inside where you took your measurement. Your listing had only 1 photo and did not include the tape measure picture you posted above.

You said the buyer: "2) Measuring tape placed on the outside of the lid when lids are measured on the inside."

Based on the available information, the buyer wasn't wrong.

GLORIOUS!

espresso_warehouse · ‎02-09-2021

Buyer was wrong. A 10 inch lid is a 10 inch lid. In the photo it's a 10 inch lid. Buyer feedback claims it's 10.5 inch but then goes on to list it himself as a 10 inch.

The bright side is the feedback is probably going to be removed.

espresso_warehouse · ‎02-09-2021

I think you can get that feedback removed.

1. Your listing clearly stated 'Seller does not accept returns' so the buyer feedback is invalid. They are complaining about your listing after agreeing to the listing and it's simply retaliatory.

2. Show ebay the new listing where buyer(now seller) is admitting that the lid is 10 inches.

Feedback is hard to get removed but they'll do it occasionally. Definitely give it a try, sounds to me like this qualifies for removal.

wastingtime101 · ‎02-09-2021

@espresso_warehouse wrote:
Buyer was wrong. A 10 inch lid is a 10 inch lid. In the photo it's a 10 inch lid. Buyer feedback claims it's 10.5 inch but then goes on to list it himself as a 10 inch.

OP listed as 10" outer.

Buyer listed as 10 3/8" outer. Then specified within the listing 10 3/8” outer top measurement. 10” underside measurement.

If the OP hadn't specified 10" outer then this would be a different discussion.

GLORIOUS!

wastingtime101 · ‎02-09-2021

For what it's worth, I think it's common sense that lids are measured from the underside because it has to match the pot opening. That's probably why the buyer opened a remorse return instead of a SNAD. But that doesn't change the fact that the OP specified 10" outer which is confusing at the least.

GLORIOUS!

lightlily_arts · ‎02-09-2021

I suspect the truth most likely is your buyer bought the wrong size lid in the beginning. She attempted to return it claiming it was the wrong size, but used the wrong return option, and therefore gave you an opportunity to decline due to your no returns policy. If you have another lid that you are going to list I would also use pictures with a tape measure showing the measurements to avoid confusion. You did say 10" Outer in the listing title and item description.

I saw her listing and she provides measurement of the outer side and inner rim.

espresso_warehouse · ‎02-10-2021

The photo posted shows a 10 inch lid. Buyer was just coming up with justifications for their mistake.

Would be like if I bought the wrong sized socket wrench and tried to claim the guy measured it wrong. A 10 inch lid is a 10 inch lid. The outside is nearly irrelevant.

1chaigirl · ‎02-10-2021

Thank you all again. Will call and see if I can get feedback removed. If not, then will post my response to buyer.

Just clarification, I didn't claim the lid 10" was outer. I said the lid is 10" period - that is 10" where it matters - on the inside of the lid.

I have messages from the buyer - first claiming it is 10.5" then 10.25" and then on their listing description as 10".

Also they did open a - Not as described - claim

A poster upstream stated that I could have avoided this if I had free 30 day returns. I am trying to understand how that would have happened if the buyer lied and opened a not as described claim - I would still have to pay return shipping, right?

I wish I could have put principles aside and just refunded the buyer (it's tough for me to put up with lies). I could have done without all the extra time and effort and stress at this difficult time.

I appreciate everyone's kindness in taking the time to guide a new seller.

lightlily_arts · ‎02-10-2021

The only thing I have learned with eBay's return policy is that when a buyer opens a not as described claim the chances of winning are slim to none. Instead it's easier to accept the return and refund upon receipt. But, I don't hesitate to report buyers who abuse eBay's return policies because eBay does track a buyer's return history. When a user starts to have too many with seller reports of fraudulent claims they can lose their ability to file any claims and if fraud becomes an issue be restricted from purchasing altogether.