How to close a false return based on EXTORTION of a more expensive item and negative feedback?

[your.garden]

I sold fresh cuttings from a tree. Fresh cuttings means that you go to your garden, select a nice thin branch, and cut it into several pieces ~7" long. You ship these cuttings the same day.

My buyer opened a return case "item is not as described". He stated that he expected this item in the form of (1) rooted cuttings with bare roots or (2) rooted cuttings in soil. 

I replied that rooted cuttings, also called plants, are 10-15 times more expensive than fresh cuttings. In response, he gave me negative feedback calling me dishonest. 

How do I handle this extortion case? Should I call ebay customer service and ask them to close this "return" case? 

I will appreciate your opinion.

If you are a customer service representative, I will appreciate your help with the closing of this "return" case.  

[aproudparent2010]

eBay isn't going to close this case...

You are going to have to accept the return and give them their money back.

May include a photo of what a cutting really is on your listings because you show large trees and small trees in dirt.

And your listing is so cluttered with unnecessary stuff..

[ten_o_nine]

Refund and move on, customer service will not help in this case, plus you have too many negatives, try to better describe what the buyer will be getting.

[jerseyboymusic]

If it's for the chestnuts (you don't say what they bought), I would be super confused as well.

Accept the return (or refund) and move on. Based on your feedback rating, you have no room to argue. Feedback is based on buyer experience, not who is right or winning a fight.

[dhbookds]

Based on the pictures in the Chestnut listing........I would have expected a rooted cutting......never do you show a cutting "out of the soil"........to show it is not rooted. 

You do state "cutting" without definition and explain how to root.......but gardeners are of varying education......you need to show EXACTLY what a buyer is getting....to avoid this type of claim (and even then you may get some).......

I'd refund and try to improve my listings, were I in your position.......

[huntfishdie45]

Your description is spot on to the definition of a "fresh cutting" and his understanding of what that means does not support a NAD. What he thinks he bought is a "started cutting" which is a plant by definition which has roots 1"-3" long in water or wet soil. You need to get to a CS rep who understands this difference which might be hard to do under current conditions at eBay. At the very least they should remove the negative feedback they posted. You need to first request a feedback revision on your feedback page and if he will not revise get eBay to remove the wrongful feedback. Good Luck

[huntfishdie45 · Accepted solution]

When eBay starts deciding NAD claims by a buyer's level of ignorance instead of a black and white description, we are all going to be victims of this type of abuse. I know the buyer misunderstood what they were buying, and I would offer a full refund but the Negative feedback on their own misunderstanding goes too far in my book.