First return ever. How to handle this?

[lovefindingtreasures2]

What's the best way to handle this? Photo was exactly as pictured and described. Buyer says they are leaving a bad review and keeping the photo? This is my first return, ever, on 2 accounts, this one is basically a posting ID.

Photo looks exactly like my listing, not enhanced. What's the best way to handle this?

She never wrote to me, she went straight to eBay.

Info from the buyer

Reason

Doesn't match description or photos

Comments

The picture I received was not the one pictured. I think the picture I received is not nearly as pretty.I wont return it .Just won t give a good review because it doesn t match the described item.

Wants to keep it with a bad review? Is she trying to get it for free? Whats the best course of action, thanks!

[newview · Accepted solution]

If it were me ...

1. Cease all communication

2. Approve the return

3. Send shipping label

4. Wait for item to be returned

5. Refund buyer

6. Go on with life

In the event the item is NOT returned within the given time frame set by eBay, call them and have them CLOSE the return. 

[emerald40]

Did she actually open up a return?

[fashunu4eeuh]

Hi. Your buyer has opened a Not As Described case. In such a case, the seller must provide postage costs for the buyer to return the item. When it arrives, you refund in full within the timeline for the Money Back Guarantee. However, she must send the item back to get the refund.

These cases have potential to damage your account by getting a defect from eBay. You must be responsive. Even if you have a No Return policy, it does not apply in a NAD claim (which is part of the eBay Money Back Guarantee). It is imperitive that you follow the guidelines of the MBG so you don’t receive a defect. Link below:

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[fern*wood]

I would merely respond to this not as described case with return for refund and authorize ebay to issue the return label.  Then wait to see what they do.  If no return by the deadline, call and get the case closed in your favor.

[bubbleman2010]

Just refund and abandon no sense tossing another $7.50 down the rat hole to recover $4.25... The bottom feeders  know how to work the system..

[pjcdn2005]

The buyer already said that they don't want to return the item so there is a good chance that they won't. 

[bubbleman2010]

They won't bother returning it,but they've already made the statement pertaining to the feedbback they'll be leaving if demands aren't met and folks have a fear of bad feedback. Me I'd just color the buyer gone to go and shop elsewhere,but ebay prefers to coddle them afterall it isn't their money or reputation on the line...

[hillbillymedia]

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@lovefindingtreasures2 wrote:

What's the best way to handle this? Photo was exactly as pictured and described. Buyer says they are leaving a bad review and keeping the photo? This is my first return, ever, on 2 accounts, this one is basically a posting ID.

Photo looks exactly like my listing, not enhanced. What's the best way to handle this?

She never wrote to me, she went straight to eBay.

Info from the buyer

Reason

Doesn't match description or photos

Comments

The picture I received was not the one pictured. I think the picture I received is not nearly as pretty.I wont return it .Just won t give a good review because it doesn t match the described item.

Wants to keep it with a bad review? Is she trying to get it for free? Whats the best course of action, thanks!

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I`d reply to the return request quickly

"return for refund"

Provide the ebay return shipping label. (your account will only be charged for the label if the buyer prints it)

As others have mentioned, if the buyer doesn`t send it in the timeframe alloted you can get the return closed in your favor.

[hatchchil-75]

The seller won't be charged if the buyer doesn't return.

If the buyer doesn't return the seller gets the case closed in their favor, and feedback is blocked. if the buyer had left negative feedback ahead of time they can get that easily removed.

[lovefindingtreasures2]

Yes, she has not contacted me. The info I posted above came from eBay. She went straight to eBay with her: Don't like item but keeping it and leaving bad feedback complaint and filed an SNAD. This is my first ever return, my other account is top rated plus.

I have a 30 day free return policy and I am fine refunding her. I can't tell if she is pushing for a refund and keeping the photo or just complaining and warning me she is going to trash my feedback. She already said she is keeping it. She can have it and a refund for all I care, it's an 8 x 10 photograph of a hummingbird matted to hang under glass. Doubt she would pack it with the care I did to get it back to me unbroken anyway.

So let me make sure I have this right, as all I hope to do is stop this person from vomiting on my feedback, as it is totally undeserved. I think this is buyers remorse, no matter.

So, not respond to her in messaging, as she has not written me, just filed with eBay.
Send a return label and wait? No conversation with buyer, as she passed me right by and went to eBay.

I dislike letting dishonest buyers getting a refund and keeping the merchandise, it spurs them on to do it to another seller. However, for under $15 I don't want my 100% nearing top rated to get mashed by this person.

If I say return for refund, can she still nail my feedback or is she tied if she gets a refund?

This is the first time this has ever happened to me, knew it would sooner or later, want to do it correctly. I don't care about the photo, dislike playing into these cheaters games though as it makes them worse and someone else is next.

Thank you everyone.

[lovefindingtreasures2]

She hasn't left bad feedback yet, she is waiting to see what I do, I think. Pretty sure she wants a refund and the photo.

[bubbleman2010]

The monetary damage has already been inflicted on you the feedback damage is just emotional... Myself I'd just refund and abandon takes a ton of misuse of MBGs claims to get someone shown the door...

[hillbillymedia]

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@lovefindingtreasures2 wrote:
She hasn't left bad feedback yet, she is waiting to see what I do, I think. Pretty sure she wants a refund and the photo.

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If the buyer leaves negative it would seem to me they are breaking the ebay "feedback extortion policy" (depending on what CS rep you get on the phone).

Here`s the policy:   https://www.ebay.com/help/policies/feedback-policies/feedback-extortion-policy?id=4230 

Also, it seems to me this buyer is abusing the returns process. They opened a return but stated they have NO intention of returning the item. I`d definatly report them. You have the proof in the request comments I assume so If ebay wants proof you have it.

[lovefindingtreasures2]

She is scamming me, that is pretty clear. Not going to let her keep it and the money if I can. Don't want to train her to do it to the next seller.

However, I am getting this error message every time I try to go to the page for getting the eBay return label for her. eBay keeps pushing me towards issue a refund. Nope. Issue a return label. Yet I get this error message when I try that. Thoughts? I don't feel like sitting on the phone with a rep for an hour over this woman.

Access Denied

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