How do you handle returns when a buyer claims the item isn't as described?

[yol_112420]

How do you handle returns when a buyer claims the item isn't as described?

[slyders_finds · Accepted solution]

If they open a claim you really have no choice but to accept the return. Not sure if this is hypothetical, but did you check they buyers feedback left for others(sellers)? You might see some red flags. 

[slippinjimmy]

Accept the return, decide if it's of sufficient value to pay to get it back. If so, provide a return shipping label, if not just issue a refund.

In some rare situations offering a partial refund MIGHT be an option to consider.

If you don't accept the return, eBay will likely refund the buyer, they get to keep the item, you don't get your fees refunded and you get a significant Defect on your account that will hang around for a full year.

[soh.maryl]

If you will read the Money Back Guarantee very carefully, you'll find that, if a buyer opens an item not as described, your options are limited as @slippinjimmy has described.  

[toysaver]

Descriptions are subjective and open to interpretation.   If you get the item back rewrite the listing using clues from return.  

[klhmdg]

If they file a Not As Described claim - I send a return shipping label and refund them when I get the item.

If the message me that it isnt as described - "Im sorry you are unhappy with this purchase. Please return for refund" and I keep saying that anytime that they message.

Sometimes they dont plan to return they just want you to give them a refund. I dont refund or do partials, but thats just me. 

[chevymontecarlo88]

There is not much if anything you can do if they choose that when opening up a return ticket. I would suggest trying to communicate with them to see what exactly their issue is. Sometimes it could be something simple that can be handled by a partial refund or explanation they may not be aware of.

If it is an inexpensive item, i would just apologize and suggest they return it as @klhmdg has posted. Either way you should try to resolve it for them as quickly as you can. Don't leave them hanging. 

[pickapaper]

@yol_112420 wrote: "How do you handle returns when a buyer claims the item isn't as described?"

You accept the return, send the buyer a label to return the item, get the item back, issue the buyer a refund, and if possible relist the item.  If the item is cheap and it wouldn't be worth it to pay the postage to return the item, you can just issue a refund and let them keep the item.

We cannot see your listings so do not know how you have your items listed.  eBay has a Money Back Guarantee for buyers.  Even if you say "no returns" on your items, that does not mean no refunds.  If a buyer files a "not as described" claim, eBay's MBG overrides your no returns policy and you have to do as stated above.  Buyers will often lie about a condition to be able to return an item, unfortunately that's the way it is.  

Don't fight a Not as Described claim; if you do fight it and eBay has to step in, you could end up losing both the item and your money and get a ding on your account for not taking care of your customer.