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!

[hillbillymedia]

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@lovefindingtreasures2 wrote:
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

You don't have permission to access "http://www.ebay.com/rtn/Return/ProvideRMA" on this server.
Reference #18.d62c0e6b.1533594703.bcf7e81

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Have you tried a different browser? You can try cleaning cache/cookies/history and try again. With everything going on latley tech wise, ebay would be my 1st suspect for this error but I`d give those things a try.

[lovefindingtreasures2]

Thanks, I will try that. It won't give me a return label for her.

[lovefindingtreasures2]

Changed browsers and was able to complete this. For whatever reason, it didn't want to play nice on Safari, so I used Chrome.
Thank you everyone. Ah, the first return, hope this doesn't start a trend.
Hope everyone sells some stuff!

[cashvaluerecovery2011]

This one is pretty easy I think. If she has filed a return case...........gladly just accept the return.  "I apologize that it looked different on my screen than it does yours as I try my best to take great accurate photos but, everyone has different fonts, colors, brightness levels on their monitors etc. Either way I like to keep my buyers happy. Please return the photo for a full refund and return shipping is also free."

Here is why I would handle it like this.

1) Is she any less likely to leave negative feedback letting her keep the photo and refunding? Maybe, but not likely. High risk, little chance of reward

2) The moment you refund without a return you are admitting guilt and goodluck getting ebay to remove negative after that.........and remember you said this is all about that 100% now not the money.

3) If you are kind to the buyer in messages and do everything ebay asks of you to take care of the seller under ebays terms and she still dings you with negative.............with her obvious reputation and borderline blackmail insinuated message..........it should be very easy to get a negative removed.

The ONLY ace in your pocket is to play by ebays rules, kiss much butt, and be a professional in the manner in which you handle the customer and the return.

The very next thing I would do is put her on a block bidder list and use any tools you have in your dashboard to ward off the trolls. IE lowest number of flags a buyer can have and get bids/purchases blocked, negative or no feedback if that is still a thing etc.

Goodluck.

[karthok.of.daolodus]

She's already sent the buyer a label. 

Now the ball is in the buyer's court - I would leave this strictly alone since you've now issued the label which is showing responsiveness. If she doesn't return the item within the time frame, call and close the case as mentioned up thread.  Do it the SECOND it becomes eligible for it, and make sure the case is closed while you're on the phone. 

[gew6463]

Unfortunately, even if you were to refund her right away AND let her keep it, I am thinking there is a good chance she would still leave you a negative feedback (just my opinon from the info you gave). So it seems you are better to go the route of having it returned, with the chance she won't follow through, and maybe a neg left could be removed. 

So sorry you are having to deal with this OP.  I've had a case like this, and it's like you're holding your breath until it is all over. It's extra stress that a hard-working seller doesn't need, but it comes with the territory. I hope it all works out in your favor. 

[penguins_dont_fly]

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@lovefindingtreasures2 wrote:
Changed browsers and was able to complete this. For whatever reason, it didn't want to play nice on Safari, so I used Chrome.
Thank you everyone. Ah, the first return, hope this doesn't start a trend.
Hope everyone sells some stuff!

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@lovefindingtreasures2

@@Now that you have accepted the return, the buyer has 5 Business days to use the label. The ball is in their court. 

That means ... If they do not print the label and/or it doesn't get scanned by Next Monday, you can call and have the Return closed in your favor ... start checking for the "step in" button to appear on Monday at about the same time you approved the Return (the system goes on a complete 24 hour "day") the latest it should appear is on Tuesday morning.

Don't hit the button, though. Call eBay to have them close it. Say "The buyer has not used the label issued through the Returns process within 5 business days per the MBG guidelines. I would like to have this closed in my favor while I am on the phone."

Make sure that they actually close it in your favor and don't let them tell you it will take 24-48 hours.

Read them this if they give you a hard time:

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

Return shipping – Dispatch time

The maximum time a buyer has to send the item back, after the seller accepts their return request.

5 business days

When the case closes in your favor, the buyer cannot leave feedback.

Keep us updated 🙂

[whimseys*]

When you call ebay, use the Help & Contact and the bottom of your screen. 

Scroll down to Returns & Refunds.

At the bottom of that page you should see Call us. You may have to answer some questions, but you will receive a 6 digit number to use when you call.

Less wait time.

Good luck.

[lovefindingtreasures2]

Thank you everyone. She never contacted me, just filed the SNAD and that little blurb she wrote was on the eBay form. I decided not to talk to her at all in messages, I issued the return label. I will do exactly as suggested above, wait and see what she does. Close the case the moment I can. She is NOT getting her money back and the item. I suspect she was hoping for money back and to keep the photo, since she stated she has no intention of returning it.

My mission on her is two fold. Not let her cheat the system, she can have the photo or her money back. Not both. But more important to me, not letting her ding my 100% feedback. So far she hasn't left any feedback or messaged me. It's in her court now, will see what happens. She has low feedback herself and has dinged another seller.

Thanks so much!

[hatchchil-75]

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@lovefindingtreasures2 wrote:
Thank you everyone. She never contacted me, just filed the SNAD and that little blurb she wrote was on the eBay form. I decided not to talk to her at all in messages, I issued the return label. I will do exactly as suggested above, wait and see what she does. Close the case the moment I can. She is NOT getting her money back and the item. I suspect she was hoping for money back and to keep the photo, since she stated she has no intention of returning it.

My mission on her is two fold. Not let her cheat the system, she can have the photo or her money back. Not both. But more important to me, not letting her ding my 100% feedback. So far she hasn't left any feedback or messaged me. It's in her court now, will see what happens. She has low feedback herself and has dinged another seller.

Thanks so much!

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Good for you! I'm always happy to hear of some sellers having some gumption.

[lovefindingtreasures2]

🙂

[doubledz-a2z]

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@bubbleman2010 wrote:

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..

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GOOD LORD......THIS IS EXACTLY WHAT BUYERS WANT.   SELLERS HAVE LET THIS HAPPEN TO THEMSELVES.  NO ONE ELSE IS TO BLAME.