Buyer return request

[tropicsofparadise]

Hi, I need advice. A buyer just opened a request saying the item wasn't as discribed. The buyer is wrong. The item was sold in Nov, 10. What the buyer is saying is a lie and the item was delivered almost 2 months ago.  How should I reply to the open case. 

Thanks 

[odditiesandantiquities1]

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@tropicsofparadise wrote:

Hi, I need advice. A buyer just opened a request saying the item wasn't as discribed. The buyer is wrong. The item was sold in Nov, 10. What the buyer is saying is a lie and the item was delivered almost 2 months ago.  How should I reply to the open case. 

Thanks 

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You need to show proof of when the item was shipped. I would also include a screen shot of the item sold. 

On the down side, eBay is pushing for 60 day returns, so if they feel the customer is in the right, you never know how it's going to turn out. All you can do is politely show the facts of the sale.

Good Luck.

[dtexley3]

Which type of case?

You mention both "Not as Described" and "Item not Received".  I'm assuming "Not As Described".

When was the item delivered?  The buyer only has 30 days from the date of delivery to open a NAD claim on eBay.  You should be able to call and get the case closed in your favor by eBay.  On Paypal it's another matter, they have 180 days to file.  If the case was opened on Paypal you'll need to fight it out on Paypal to try to prove the item was described accurately.

The main difference when as case is found in favor of the buyer is that on eBay you, the seller, pay return shipping and on paypal the buyer has to pay the return shipping.

[golfingaddict]

It is not eligible for money back guarantee anymore.

Item not as described

• A buyer must request a return no later than 30 days after the actual (or latest estimated) delivery date, or, if the seller's return window is longer, within the return window.

  You can deny the claim but the buyer still has 60 days from purchase to leave feedback.

[odditiesandantiquities1]

dtexley3

With eBay's push for 60 day returns, is it still the 30 day rule? I was wondering.

[tropicsofparadise]

Thanks for the replies. I called eBay twice and both service reps told me they could not close the case in my favor. Should I call again? So far both of the people I talked to sounded kind of clueless. 

[dtexley3]

What was the delivery date?  

What is your return policy?

[tunicaslot]

Give us a little more info please - did they open an item not received or an item not described case? What are your options when you look at the case in the resolution center?

If they opened an Item not received case - and tracking shows the item was delivered - put that tracking number into the case response and call Ebay and have a rep close the case in your favor.

If they opened a Significantly Not as Described case - and it is 30 days past the date the item was delivered - you can deny the return - but they may open up a return in Paypal. This could have been given as a Xmas gift or 60 days after the fact they changed their mind.

You either prove the item was delivered by putting the tracking number in the case or denying the return in the resolution center.

odds - SNADs are only for 30 days - but Ebay allows buyers to request returns far longer than our stated return policy. It is up to us to decide whether to accept the return or not if it's past our stated policy.

[tropicsofparadise]

The item 162730722257 was delivered on Nov. 16th. The buyer is saying I scammed them and the emerald is not real. I never said it was. Not in my title, item specifics  or description. I just want to know the best way to to get eBay to resolve in my favor. I will have to deal with any potential feedback later.  

[missjen831]

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@odditiesandantiquities1 wrote:

dtexley3

With eBay's push for 60 day returns, is it still the 30 day rule? I was wondering.

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What 60 day push? The MBG is still 30 days from the date of delivery. That hasn’t changed. 

[missjen831]

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@tropicsofparadise wrote:

The item 162730722257 was delivered on Nov. 16th. The buyer is saying I scammed them and the emerald is not real. I never said it was. Not in my title, item specifics  or description. I just want to know the best way to to get eBay to resolve in my favor. I will have to deal with any potential feedback later.  

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@tropicsofparadise Do you not have the option to decline the return? It’s been well over 30 days since it was delivered so you should see the option to decline the return when you go to respond to it.....if you don’t you need to keep calling until you get a rep with at least half a brain who can understand that the buyer has had the item more than 30 days.....

[chrysylys]

FINE VINTAGE ART DECO BADEN & FOSS EMERALD CUT 10K YELLOW GOLD RING SIZE 5.5 Emerald maybe stimulated.  Eye clean stone.

Weighs 2.2 grams.

Approximately 1 ct.

What does that mean?

[tropicsofparadise]

Stimulated is a typo. Should have been simulated. 🙂 

I closed the return. Thank you to all that replied. 

[orangehound]

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@tropicsofparadise wrote:

The item 162730722257 was delivered on Nov. 16th. The buyer is saying I scammed them and the emerald is not real. I never said it was. Not in my title, item specifics  or description. I just want to know the best way to to get eBay to resolve in my favor. I will have to deal with any potential feedback later.  

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If you don't say it is fake, then the assumption is that it is real ... an Emerald is an Emerald ... if it is fake, then it is a Faux Emerald, Costume Jewelry, etc.  The only thing I see in this listing is that you say the Emerald may be "stimulated".  I have no idea what this means.

Bottom line is that this looks like a legitimate SNAD to me.   If they don't win through eBay, they'll probably win through PayPal.  I would go ahead and accept the return.

[borderpc]

This depends on your return policy. If they are outside of the return policy you should call Ebay Seller Support and they should close the case in your favor. I hope you had 30 day returns.