Return requset

[heshamfateen]

I reicved a return request from a buyer.

She said that the item doesn't match description or photos

She sent the below message :

"Hello! I love the quality of the scarf. Unfortunatly-- you sent me a bright pink scarf- and I ordered a red one. I see that now your red ones are all sold out. I really do not want to send this back because going to the post office and sending it will be the same price as the $6 I would get refunded. Please let me know what we can do. Thank you-- I can send a photo if you like"

I replyed asking for the pic twice but no respond from her side. On the other hand the system asked me to close the case before 14/9/2017

All the choices are siad that I have to return the itam an dI pay the shipping cost, I send a new one or to refund the money (you can see the choices at the attached file).

My qustion if she still didn't rply , Do I have to return the item and to pay the shipmnent ?

Or if she still not reply the case is consedered closed.

[castlemagicmemories · Accepted solution]

First, seller pays return shipping on a not as described.

Most importantly, you need to respond in the case and not let the buyer escalate it or you will get a very serious seller defect, case closed without seller resolution.  Ebay does not want to step in, they want you to handle it.

You can ask her to return for refund, and ask ebay to send a shipping label to her.

She may not return and you can be reimbursed the shipping label if it is not used.

[bubbleman2010]

She ordered red you sent pink. Just send a refund and let them keep it if you don't and ebay becomes involved you'll be paying the return shipping and it isn't worth fighting over $6.00....

[*eponymous*]

The buyer doesn't have to provide pics.

Do something (including providing a label if you want the item back) before the buyer escalates the case.

[heshamfateen]

I will do that

[heshamfateen]

I am not sure that the color is pink . I sent it red and I put a note that the color might be a little bit different

[heshamfateen]

I sent it red not Pink but I will refund or recommend a new one.

[mistwomandancing]

---

heshamfateen wrote:
I am not sure that the color is pink . I sent it red and I put a note that the color might be a little bit different

---

See..... noting that the color might be a little bit different is kinda' the BIG piece of information the buyers need to know BEFORE they buy and receive the scarves! 

Ordering RED and opening a package that contains a scarf in which ".....that the color might be a little bit different"... like PINK opens you up to this exact problem you are experiencing. 

Refund your buyer with your apologies.