Got My First Not As Described Message

[bigmotormania]

Good morning.

So I got a message over the weekend, subject line starting with "I have received an item that wasn't as described".

The buyer is claiming that I didn't correctly describe the item based on the fitment (it was a cylinder lock replacement for BMW topcases), which I got my fitments from the largest BMW dealer in California, and they gave me another item number which shows the same fitments (with one extra model tacked on) but the type of case was different (One was a standard top case, the other was a dual-seat top case).

My listing was correct, and I politely showed them the difference in the messages and that they showed different applications, but I DID NOT link them to to the site I get my information was, as I don't wanna be tagged by the bots.

How should I proceed with this? 

[lintbrush*]

Give them a chance to respond.  See if they own their mistake.

If so, and because you don't have a return policy, you should be able to get the case closed in your favor with a phone call to CS. 

If they don't respond, I don't know how CS is going to handle it because they might not understand you reason to argue it.   Are the models you gave capable of having either type of case?  If so, then it can be argued that you didn't specify enough.

At least it's a cheap shipping item if you do have to take the return for SNAD.   Do not let eBay escalate it for you unless they are going to close it in your favor while you are on the phone.  Seller Unresolved,because ppl follow their sometimes stupid advice, is the worst defect you can get.

[myboardid]

It doesn't matter what the buyer says, if he wants to return it for a refund, he can lie and open a return case, and you MUST accept it or get a HUGE defect on your account, plus eBay will give him a refund without requiring him to send it back.  Just accept the return and send him a shipping label to send it back.  At least youw ill have your item to sell again. 

[bigmotormania]

No case has been filed as of yet, the message was from the 6th but I just now got to it, and there's nothing in the resolution center or on My eBay. 

The message I sent to them explained what the difference was in the product I sold and the product they claimed they needed, in particular, the item I sold is fitted for cases designed for 2003 - 2009 BMW K1200S, which they are claiming it does not fit, but the item they said they needed, according to the fitment page I use, is for dual-seat cases, so if their case is different, it wouldn't work.

I suppose that argument could be made that it was information that wasn't included that is the problem, but the main issue is the way it appears that BMW operates their fitments is it goes based on what year models and submodels the item is designed for, and not on the specific actual item itself.

That's what I get from it, anyway.

I'll see if they respond, but for now, no case has been filed, I don't know how NAD and SNAD works, but, if there's an option on the buyer end when filing to try to communicate it out first, I'm thinking that's what the buyer may have gone with.

[myboardid]

eBay encourages buyers to try to work it out with sellers first, so it behooves you to work with him, as it appears he bought the wrong item for his project.  However, when push comes to shove, if he opens a SNAD case, you will have no choice but to pay for the return, refunding when you get it back,  or just give him a refund without a return. 

[lintbrush*]

That subject line sounds like an actual return request.

They dont' become "cases" until you ask eBay to step in.

Check in your Returns section. 

[bigmotormania]

Nothing in Returns, nothing in Cases.

[retrose1]

If there is nothing in your resolution center, then the buyer might be phishing around to see if you will just auto refund them and save yourself some trouble and potential expense of a return label.

When I get the 'there is a problem' email and not a case, they always go away once I answer back that they might have to return it.

You let them know that you will not go down without a fight, OP,  they might just go away.  Don't do anything until they do.

[bigmotormania]

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@retrose1 wrote:

If there is nothing in your resolution center, then the buyer might be phishing around to see if you will just auto refund them and save yourself some trouble and potential expense of a return label.

When I get the 'there is a problem' email and not a case, they always go away once I answer back that they might have to return it.

You let them know that you will not go down without a fight, OP,  they might just go away.  Don't do anything until they do.

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I responded as promptly as I could (since I don't work on the weekends) and I explained as clearly as I could the difference in the item they claimed they needed and the item they claimed I sold with a bad description, and why the two can be confused with one another.

I shall see how it works out, but I have the evidence to back up my claim (though considering eBay it might not help) as well as experience when it comes to how parts and fitments work.

Hopefully everything goes smoothly and I don't hit any bumps.

But for the time being there's nothing I can do but wait.