How to respond to Item not as described?

[jcmn28]

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. 

[janet9988]

You should have listed as a variation listing. 

[jcmn28]

Yeah, I had another question about that. I wanted to do it that way, but ebay said that variations are not offered in that category. Turns out that is wrong information, but I believed it.

https://pages.ebay.com/sellerinformation/sellingresources/multiplevariationslist.html

[slati_2013]

Never put in your picture what is not for sale. If you are selling one toothbrush per order, there should be only one toothbrush in the picture. and the quantity of seven in the listing. This confusion happens all the time. So no, the listing is not clear. Yes, you should accept the return and refund the buyer. 

[az93]

You can't win this one, and i doubt you want to pay shipping to get a possibly used toothbrush back. Refund and block.

[tobaccocardyahoo]

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@jcmn28 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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The eBay customer service rep gave you their opinion. I disagree with his opinion. eBay is not bound by the customer service rep's opinion nor by mine. I think you are out the shipping and if you do not act promptly will be out the entire value of the order. You have a picture of 7 toothbrushes and the buyer has reason to expect to get 7 toothbrushes for each unit ordered.

As for why you need to take the return, it is because you are not in a court where the facts will be decided. You are at eBay where the customer's statement will be taken at face value.

[fern*wood]

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@jcmn28 wrote:

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? 

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If I think a compromise might work, I email the buyer to discuss.  If they agree, then I put that in the return as an official offer for them to agree to.  You only get one opportunity to respond.

[jcmn28]

Thanks. I tried contacting the buyer after I saw they opened the complaint. They responded once to say they expected 28 items and wanted their money back! (with an exclamation). I wrote back a couple of times to see how to resolve, but they never responded until the time was up and they asked ebay to step in. So, no real opportunity to discuss. I noticed that this is a brand new account (created in July, probably at the time of the purchase). 

Seem that they created an account, bought the item, received the item and immediately opened a case, waited the minimum time, asked ebay to step in, and then had it resolved (2 min later). Oh well. 

[iamalwaysright]

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@jcmn28 wrote:

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? 

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No, you only get one chance to make it right for the buyer. In this case you used it up by offering the partial refund. If the buyer rejects it, then it goes into eBay review. You don’t get to think again and offer the return. eBay will end up ruling in the buyers favor forcing the refund and letting them keep the item. Or if you’re super lucky they’ll give the buyer a return postage label but charge it to your account for the buyer to return the item.

[iamalwaysright]

Yes, basically that’s how eBay returns work. They give you 4 days to communicate with your buyer but never require the buyer to reply to you. So buyers can easily ignore you and let you stew in your juices before you buckle and give them what they want.

[jcmn28]

The items are on their way back according to tracking, so I will see the condition in a few days. 

I am still trying to understand the motivations of the buyer and if there can be some kind of scam, but I don't see it (assuming the items are returned in proper condition). Why create a brand new account, order an item on the same day, open a return as soon as received, ask eBay to step in as soon as time allows, and ship it back right away? Perhaps is someone with multiple accounts as they seem well versed on the process for someone who only joined eBay a few days ago. 

In his limited communication, his only complaint was about the quantity of items (he thought he would receive more). But he never asked for a lower price for the amount he received which seems like it would have been a simpler solution all around. 

[jcmn28]

Ebay doesn't make this aspect clear in the UX. Seems like it is one possible solution, but not obvious that it precludes others. 

[jamor-4295]

In this situation, eBay typically advises accommodating the return to avoid negative feedback and potential disputes. Since the buyer misunderstood the listing and you have a no-returns policy, eBay might still rule in favor of the buyer if you don't allow the return. It’s generally best to follow their advice: accept the return, provide a return label, and ensure you’re in communication with eBay about the situation. They should reimburse you for return shipping costs.

It’s also a good idea to clarify the listing further in the future to avoid similar misunderstandings.

[iamalwaysright]

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@jamor-4295 wrote:

They should reimburse you for return shipping costs.

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Explain how so? I personally don’t like getting peoples hopes up and there’s not enough information to determine this.

[jamor-4295]

Given the situation, it's best to follow eBay's guidance to avoid complications. Since the eBay representative suggested allowing the return and providing a return label, this approach will help ensure you're protected by eBay's policies. Even if the buyer misunderstood the listing, accepting the return and refunding them will prevent negative feedback and potential disputes.

Here's a quick plan:

1. Allow the return and provide a return label.
2. Monitor the return process and ensure the item is returned in its original condition.
3. Contact eBay if needed to confirm that you'll be reimbursed for shipping costs.

By following these steps, you'll align with eBay's policies and safeguard your seller status.

[frankenhobbit]

Yeah, some of the packaging looks pretty grubby (it looks like someone kept all the free toothbrushes they got from Dentist visits), I'd reckon that as long as the item is sealed, it's OK, but not worth more than a buck apiece. So I can see a buyer thinking, for 7 bucks, I'd expect 7 toothbrushes, especially with the picture of 7 toothbrushes.