eBay

ticketmaster4868 · ‎04-25-2019

A buyer bought some school trousers that I described as Dark Grey. She is saying that they are Black when they are not and the picture on the listing is very clear. I did offer her to return but I would only refund the cost of the trousers - not the postage.

My policy states no returns and she is now kicking up a huge fuss that she wants a refund along with two sets of postage. I totally disagree as I stand by my description being correct. She is leaving it to EBay to intervene.

What should I do? TIA

m60driver · ‎04-25-2019

Your choice is to send the buyer a shipping label or just refund and abandon the pants. Otherwise the buyer will file a SNAD and you will probably lose both your money and the pants anyways and get a hit on your account. If it is a low value item I would just abandon the pants, refund the money through Paypal, and move on.

goodluckselling · ‎04-25-2019

If the buyer opened a not as described return request, then you have to pay for return shipping if you want the pants back. When you get the pants back if they are in a different condition than you sent them you can report the return to eBay and they will give you instructions.

If you do not want the pants back just refund the buyer in full and be done with it. If you do not agree to the return and eBay has to step in your will more than likely lose the pants and eBay will auto refund the buyer in full.

Good Luck Selling!

ticketmaster4868 · ‎04-25-2019

Thank you.

I’ve requested they be returned. Why should she keep them and get a refund.

I really can’t believe all this for £10.00. How do I block her? Thanks again

goodluckselling · ‎04-25-2019

@ticketmaster4868 wrote:
Thank you.
I’ve requested they be returned. Why should she keep them and get a refund.
I really can’t believe all this for £10.00. How do I block her? Thanks again

Sorry for the bad outcome. This is one of the negatives to selling online in that returns are largely out of our control. You can put the buyer on your blocked list from your seller hub overview page and then a link in the shortcuts section.

Good Luck Selling!

ed8108 · ‎04-25-2019

You

@ticketmaster4868 wrote:
A buyer bought some school trousers that I described as Dark Grey. She is saying that they are Black when they are not and the picture on the listing is very clear. I did offer her to return but I would only refund the cost of the trousers - not the postage.
My policy states no returns and she is now kicking up a huge fuss that she wants a refund along with two sets of postage. I totally disagree as I stand by my description being correct. She is leaving it to EBay to intervene.
What should I do? TIA

You may wish to ask yourself this question before leaving it to ebay to intervene.

Does ebay discourage or encourage buyer returns when a buyer is less than happy with their purchase?

castlemagicmemories · ‎04-25-2019

@goodluckselling wrote:
If the buyer opened a not as described return request, then you have to pay for return shipping if you want the pants back. When you get the pants back if they are in a different condition than you sent them you can report the return to eBay and they will give you instructions.

If you do not want the pants back just refund the buyer in full and be done with it. If you do not agree to the return and eBay has to step in your will more than likely lose the pants and eBay will auto refund the buyer in full.

Good Luck Selling!

Plus they will get a very serious case closed without seller resolution defect.

jeannicho22 · ‎04-25-2019

Ah,

You are in the UK which is still part of the EU.

https://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_...

Members of the EU are subject to the EU consumer directive which states that any buyer can request to return any online purchase within 14 days of receipt and get their full purchase price (including initial shipping) FOR ANY REASON. The seller (that's you) must disclose this right on their listings or one year is added to the return period.. Yup, that's right, 1 year and 14 days to return for any reason and get a full refund. The directive also states that the buyer will pay for return shipping provided that is explained in the listing and an estimated return shipping cost is provided.

eBay is not enforcing the EU consumer directive, but buyers can file a complaint and fines will be imposed against the seller. Also, eBay says that on a INAD, the seller pays return shipping no matter what. So in order to comply with the EU consumer directive, sellers can't deduct shipping.

You probably would be better to post your questions on eBay.UK to get advice more tailored to your situation.