Disputed item description

[lewisbap]

I recently sold a suitcase after measuring the dimensions at the widest point (the way airlines do it) twice to double-check and included the dimensions in the listing as approximate.

When the seller received the suitcase she said my dimensions were wrong, and to prove this sent a photo with the measurements taken at the narrowest point and claimed I had provided in accurate information.

I have agreed to a refund, the item is being returned, but am I obliged to give a refund if I find the item listing is correct?

[farmalljr]

Yes. An INAD case means you must refund the buyer in full.

[adkhighker]

Well, since you agreed to refund her, then the answer to your question should be obvious, right?

[fern*wood]

Did you reach out to the buyer to explain your measurement?  Did you state in your description that measurement was at the widest spot?  Did you have a return policy?   These questions may help you avoid this issue in the future, but as it stands now, you have little choice but to refund.

[luckythewinner]

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@lewisbap wrote:

I have agreed to a refund, the item is being returned, but am I obliged to give a refund if I find the item listing is correct?

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So let me get this straight ...

You AGREED to a refund ...

and you want to know if you can go back on your word? 

[nobody*s_perfect]

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@lewisbap wrote: ... I have agreed to a refund, the item is being returned, but am I obliged to give a refund if I find the item listing is correct?

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Yes, because you agreed to do so. In most "not as described" disputes, eBay will automatically side with the buyer.

Now you know about the potential issues with explaining the item dimensions, so after you get the item back, when you re-list it, you might want to add text that describes your process, as you did here in this thread, and then add a photo showing the item with a ruler along it showing HOW you determined the measurements, in addition to giving the height with an also without including the wheels.

[soh.maryl]

If you will read the MBG for buyers, you will see that you have to send a prepaid return label and to refund when you get it back.

So you state you've agreed to a refund and are now asking if you have to refund? 

Let me stress to you that you have no other option.  Unless you would prefer NOT to refund, in which case you can look forward to eBay refunding the buyer from your funds and telling the buyer to keep the suitcase also.

[sextons-sweet-deals]

you refund now, you won't get that suitcase back. 

What dims were the buyer using? Was it a soft suitcase? 

Did you measure with the suitcase as being full and the buyer is measuring it empty?

[ittybitnot]

 but am I obliged to give a refund if I find the item listing is correct?

@lewisbap 

You are "obliged" to give a refund, even if the buyer sends you back the proverbial brick instead of the suitcase.  

The system is automated now, and all that matters is what the buyer chooses from the dropdown menu when filing a claim.  At that point, for all intents and purposes, the item becomes whatever the buyer says it is.  What they put in the comments doesn't matter, what you show in your photos and describe in your text, will never be considered.  Veracity by either party will not matter.  

You can, for example, sell a suitcase without a handle.  You can put in your title, suitcase missing the handle. You can say it five times in your description text,  the suitcase has no handle, and provide five photos with big red arrows showing the spot where the handle is missing.    Buyer files a not as described claim, and in the  comments states the  suitcase is missing a handle, and provides a photo for the claim of a Barbie doll, the return and or refund is still on the seller. 

Customer service is no longer allowed to intervene in such cases. 

[lewisbap]

That's what I thought, thank you 

[az93]

Sadly on ebay  anything can be returned any time for any reason. If not ebay, then credit card. 

[wastingtime101]

When items have varying measurements @lewisbap I typically provide info similar to this:

10"W at narrowest part (near top)

12"W at widest part (near base)

20"L

27"H excluding wheels, 30"H including wheels

When possible, I will take the lead listing photo, add measurement lines and numbers, then upload that copy as the last image on the listing.

[lewisbap · Accepted solution]

Thank you for a thorough explanation which matches what I thought.

I've never had an issue before, in fact praise for accurate descriptions, so I have been unsure what to do.... hence my question.

It seems I was right in thinking my only option was to agree  to a refund as there is no way of challenging a buyer's statement that the item description was inaccurate so I'll put it down to experience.