Buyer sent message accusing me of not giving accurate description but they obviously didn't read it.

[sunnyana21]

A buyer gave me neutral feedback a few days ago and said I didn't disclose what was missing from a lot of 5 "used" needlework kits they purchased. They obviously didn't read the description since my title said "CHARTS ONLY" and in the description I stated each item that was missing, as well as letting them know any leftover items I did include, and I told them there was no guarantee there would be enough of those leftovers to complete the kits.  Today, 1-16-25, the buyer sent me a message basically saying the same thing and that the kits were useless and a waste of money.  The kits were purchased 11-29-24 and delivered 12-7-24. The buyer didn't complain until after I gave them positive feedback earlier this week.  My questions: They didn't request a refund but is it too late to ask them to return the items and then I will send a refund? If it isn't too late, should they be the ones to initiate the return? I've sold about 90 of these "used" kit lots in the last six months. Maybe three buyers have made a purchase and immediately realizd they hadn't read the description, so they apologized and requested to cancel the sale, which I did with no problem. Other than those, my buyers are happy with my descriptions and they enjoy getting these used kits just for the charts.  

[rhiggsbear]

Well, you are here much, you will experience all kinds of whining.  I recently had one person ask for a refund because the $10 item got stolen off his porch (so he says).  USPS shows it was delivered, so I basically told him to pound sand!

[tiberius848]

Yes they can open the case to receive a refund.. but since they already damaged your account by leaving you a neutral, i'm not sure you have much reason to suggest it (unless they do it themselves). You might as well keep the money if they don't open a case. Unfortunately moron buyers are a reality.

[pastimpressions]

I'm not a tech person, but I would imagine that the smartphone/phone version of the site is more condensed/harder to read/differently formatted so as to increase confusion in sales where a detailed description is more relevant to the sale.

Or maybe it's just that we now have been conditioned with 12 second attention spans.

Or perhaps it's a bit of both. Don't know.

If it's a regular customer or one you would like to be, consider helping them out.

Whatever works best for you.

I don't think a neutral counts against your score as a ding.

Best of luck with shop & sales.

[cambriachick]

Hi sunnyana21,

Well, you are correct, it clearly states that the listing was just for the charts, but could a page have been missing or something?  And I know I have ordered things and not opened them right away also.  That being said,  a neutral isn't awful to eBay or other buyers.  But, if you're really bothered by it, you could just refund the purchase price.  Just respond to the feedback with something like, "I'm sorry you're disappointed with your purchase, I've refunded your purchase price."   That's what I did recently.

[luckythewinner]

it clearly states that the listing was just for the charts

I disagree.

It does state state in places that it is just the charts, but the listing also states many other things. It states they are "kits", it states they are "incomplete kits", it states there are other parts like magnets and floss and beats, and finally it also hints at the possibility there *might* be enough to finish the items. 

"This is an assortment of four used Holiday themed kits from 2012"

"These kits are incomplete"

"All have magnets included and they all have the left over floss and beads"

"Needles are included"

"There is no guarantee there is enough to finish each item" 

If the seller want to sell just the charts, the seller would have listed just the charts and nothing else.

But IMHO the seller wanted to "sweeten the pot" and make the listing more attractive by hinting there was more, and maybe (but not guaranteed) enough to finish the item.

IMHO this is the danger of selling broken junk as anything but broken junk. 

[klhmdg]

@sunnyana21  

If the buyer opens a return request either accept it or refund them, your choice.

The buyer either didnt read the description OR used a cell phone and didnt see it.

The only thing you may want to do is put the "charts only" right after the kit name in the title.

Sellers cannot initiate refunds. Unless you just want to refund them for no reason. 

Neutral FB doesnt affect your seller account and wont be removed by eBay.

I would respond to the neutral "the content is listed in the description and the title has Charts Only. Please return for refund" - this show potential buyers that you are a good seller who is reasonable.

[soh.maryl]

IMHO, this was not "broken  junk", but it was somewhat ambiguous in terms of what the buyer would receive.  Personally, that's not something I'd buy for that reason, you cannot actually tell what you will receive.  

[fern*wood]

---

@sunnyana21 wrote:

The buyer didn't complain until after I gave them positive feedback earlier this week. 

---

Yikes, I wonder if doing this inadvertently reminded her of the transaction where she wasn't completely satisfied.  Is this also when they gave you the neutral?  It's past the 30 day money back guarantee.

[pickapaper]

@sunnyana21 

In your item description you state: "I want you, the buyer, to be satisfied so please look at my photos and e-mail me with any questions prior to purchasing."  but you also have it listed as "seller does not accept returns".   A bit contradictory sounding. 

It would be better if you listed your items with 30 days returns.  Unfortunately, sometimes when a seller says "no returns", a buyer "fights back" by giving a bad feedback (especially when the buyer is not aware of the MBG and thinks the seller's policy is word).   

eBay's Money Back Guarantee overrides a seller's return policy and if a buyer files a "not as described" claim (even if it is described perfectly), you still have to either refund upon return of the item or just refund and let the buyer keep the item.  In eBay's way of thinking, "no returns" does not mean "no refunds", it just means that the seller does not want the item back.  

[soh.maryl]

There is no damage to an account when NEUTRAL FB is left.

"You might as well keep the money if they don't open a case".  You really see that as a good idea?  

[sunnyana21]

I thank everyone for their comments and ideas. I never thought about the difference it might make for those using their phones, since I don’t use my phone for internet. I’ve also been considering ways to make my descriptions clearer.

I did message the buyer, apologized for the misunderstanding, and offered a refund if they can return the items. I haven’t heard anything yet.

[monroe67]

I took a look at your sold listing of four Mill Hill Holiday Pin Kits.  Yeeaaah, selling used  needlework/embroidery kits can be a tricky enterprise.  You might find a buyer who is interested in the extra beads, and you might not have any views at all.  People want complete kits.  My selling ID also lists embroidery-related items; I've sold and bought quite a few Mill Hill kits here on eBay, partly because one of my favorite Local Needlework Shops closed down several years ago:  Stitchcraft Store.  Yes, the same San Diego shop that those four Mill Hill Holiday Pin kits originally came from, based on their price tags.  

I see in the Item Specifics, you made a good effort at listing the various components in a kit:  needles, patterns/charts,

BUT I don't know if all embroidery kit buyers make the effort to read those specifics, and there can be many components in an embroidery kit.  

I would probably have made a separate set of sentences/phrases for each specific kit and included those in the Item Description, something like:

"Wintertime Snowlady:   Includes ONLY the chart, instructions, pin back, and partial supplies of cotton embroidery floss and small seed beads.  NO perforated paper, NO needles, NO Mill Hill Treasure faceted beads are included."

I know this may take a little bit more time than you spent on that listing, but it seems to me to be much clearer on what is included and what is not.  It's certainly more specific than "SOME leftover floss and SOME leftover beads."  

For those who do not know a lot about the American needlework "industry", Mill Hill uses DMC cotton embroidery floss in their kits.  The charts in these kits give both a thread color number (e.g. 520) and a color name (dark green).  I might specify in the Item Description that those threads are widely available at nationwide chain craft stores and variety stores (including Walmart).  Mill Hill manufactures its own beads and Treasures which are available at many local needlework shops, most of which (in my experience) also do business with internet orders.