How to respond to Item not as described?

[jice65]

New experience for me and looking for advice.

I listed a small item for sale (toothbrushes). Listing had a quantity of 7 and I priced to encourage larger orders since shipping would dominate the cost. I got a couple of single brush orders, but also one for 4. I listed as no returns accepted. 

Buyer opened a "not as described" on the order. I asked him if it was a mistake and he said that he was expecting 28 (4 X 7) toothbrushes and wanted a return/refund. I told him I thought it was clear that he ordered 4 (given the unit and quantity I used). I also spoke with an eBay representative who said he thought the ad was clear. However, he suggested that I should allow the return and provide a return label. He said that eBay would rule in my favor and reimburse me for the shipping (both direction), but I would need to call and speak to them again.  He also said if I did not allow the return than eBay would allow it and then not reimburse me. 

Am I understanding their policy correctly? Even if the buyer misunderstood, I should not deny the return? 

This is the listing. Buyer says his reason for thinking he was getting 7X4 is because the first photo shows 7 toothbrushes and because I mention that, "Five have dental office name printed on toothbrush and two do not."

https://www.ebay.com/itm/326209397805

What do you recommend that I do? Should I have some money back? Accept the refund? Do nothing and hope buyer does not pursue? He's a "0" feedback buyer, so new to eBay. 

[mtgraves7984]

What do you recommend that I do? Should I have some money back? Accept the refund? Do nothing and hope buyer does not pursue? He's a "0" feedback buyer, so new to eBay. 

@jice65 

Of your choices, I'd accept the Return. A new choice would be to refund without paying return shipping cost. Good luck.

[monster-deals]

You'll need to take the return and refund no matter what.

ebay is unlikely to refund you anything though it is possible to get a shipping credit in post.

[jice65]

Did the eBay customer service give me bad info? He said if I accept the return, I would get reimbursed for shipping both ways because the customer seems to be at fault. Is that not correct? 

Also, why do I need to take the return? Because eBay will force me to do so? 

[jice65]

So, accept the return and hope that the customer doesn't use the return label? 😉 

[mtgraves7984]

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@jice65 wrote:

Did the eBay customer service give me bad info? He said if I accept the return, I would get reimbursed for shipping both ways because the customer seems to be at fault. Is that not correct? 

Also, why do I need to take the return? Because eBay will force me to do so? 

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C/S gave you bad information. Yes, eBay will force it if you don't accept and reward you with a Seller Defect.

[jice65]

Is a single seller defect bad? Or can be ignored?

[mtgraves7984]

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@jice65 wrote:

Is a single seller defect bad? Or can be ignored?

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It's not a killer, but it's not something a seller wants. Oh, and they can't be ignored... eBay keeps tabs. 

[inhawaii]

This is what I would do...

Give the customer a full refund and let them keep the brushes.

If you don't want to do that...

Accept the return.

Pay for return shipping.

Refund the buyer when you get them back.

[iamalwaysright]

CS rep also lied to you about your listing being clear. It is not. CS rep probably also didn't mention to you that your listing violates the chance policy. You cannot list item(s) for sale and leave it up to chance to determine what variation of the item your buyer will get. If you have 7 of something and are selling them off individually, don't take a photo of 7 of them as your Gallery photo for buyers to see. Just take a photo of one of them.

Your buyer was reaching when he expected 4x what was in the gallery photo, but there are buyers who are that dim so their issue is valid and they deserve to be allowed to return for their money back. Chalk this up to a learning experience since you are new.

There are ways in ebay to do what you want into one listing as well as keep your multiple item discount. Check around here or ask and people can tell you how. 

[simply-the-best-for-you]

The No Returns ONLY applies if the buyer chooses a "Remorse" Reason for a return, like changed mind & there are several others.   THAT is the ONLY time you can deny a return.  

You cannot deny a SNAD/INAD.  If you don't issue the refund, eBay will do so & you will earn a defect.  1 defect alone won't stop you from selling, but it's the worst 'ding' you can have against your account & I certainly wouldn't want one over a toothbrush & shipping cost for a toothbrush (minimal).

Your listing could have been clearer.  I would make it clear in a quantity listing that there are 7 available, listing is only for 1.  

[monster-deals]

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@jice65 wrote:

1. Did the eBay customer service give me bad info?

2. He said if I accept the return, I would get reimbursed for shipping both ways because the customer seems to be at fault. Is that not correct? 

3. Also, why do I need to take the return? Because eBay will force me to do so? 

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1. Yes. Overseas call center CSRs don't even know what ebay is and read from flow charts and try to get you off the phone as soon as possible to keep their call numbers high. They say whatever will rid them of you the fastest. They rarely have any authority to do anything.

2. You are correct in that it is not correct.

3. Yes or ebay will refund for you with your money, you won't get the fees back and you get an unresolved ding...you don't want ANY of those.

If this is low dollar...just refund and wash your hands of it. Return shipping would probably put you under water anyway.

[jice65]

Thanks for all the helpful advice. 

I offered the buyer a partial refund. Now I see that I am unable to accept the return or refunding. Is it the case that I need to wait for them to accept or reject the partial refund before I can take another action such as accepting the return? 

[kensgiftshop]

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@jice65 wrote:

Did the eBay customer service give me bad info? He said if I accept the return, I would get reimbursed for shipping both ways because the customer seems to be at fault. Is that not correct? 

Also, why do I need to take the return? Because eBay will force me to do so? 

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Because you made a mistake on the listing.

If you're selling 1 toothbrush, that's what your photo needs to show.

Your photo shows 7 toothbrushes and that's what the buyer is expecting.

[12345jamesstamps]

I see a photo of 7 tooth brushes so I would expect 7 like in the photo.

Doesn't matter what is written...heck...some buyers can read or write correctly.

No returns does not mean no returns.

Customer service on the phone...don't believe anything they say...LOL

Do the return...shipping refunds?...not at all...It was free shipping both ways.

I suggest changing 'no returns' to 'returns where buyer pays for return shipping'.

I have never had a return yet...knock on wood.

And the refund comes out of 'available funds' immediately...no 'available funds' then it will be your banking source.

Good luck....by the way, I live in San Francisco.