Returns

[33yrvet]

I'm fairly new to listing items for sale. I have been a member since 2001 and sold previously for years but after a few years of not selling, I started selling again last fall. I have a situation where the buyer is claiming that the silver content of the jewelry they purchased is not of the content I described. 

As for some background, I travel to Mexico and work directly with my silversmiths in creating the pieces I am selling. I have no doubt about the silver content. 

I am selling the pieces at auction with a starting price of $0.99, and am clear in my listings that I do not accept returns. I'm careful with the descriptions and am confident that everything is described accurately.

What is the best way to handle this situation?

[soh.maryl]

The thing here is this:  Regardless of what you know you sent the buyer, and regardless of any tests you may do to prove otherwise, all that buyer needs to do is open an item not as described case and you will be required to send a prepaid return label and to refund in full  after you receive the item back.  Those are the bare facts of the situation.

But I am pretty sure you know that.  

You can feel free to protest all you want and to attempt to deny the buyer's claim but the bottom line is pretty much as above.  

[33yrvet]

I don't have any problems accepting the return. I won't deny the return. I will not accept the reason for the return request, as an inaccurate description though. That, if filed for inaccurate description, will be in violation of eBay policy, and count against  my seller metrics. That would be the reason for me to provide the information to eBay to verify that my items are described correctly. No other reason.

I buy more than I sell on the platform, so I have an appreciation for the MBG. I have occasionally purchased something that wasn't as perfect as I thought, but I see that as much my fault as the fault of the seller.

[lonebuck-books]

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@33yrvet wrote:

I work directly with the silversmith and observe the process from the melt of the silver to the polishing and cleaning of the finished product. No possible way that the content is less than stated. 

That said, what is the best course of action for me now? Contact the buyer and, what do I tell them? I pay for the return shipping label? I refund the purchase cost? I block the buyer from bidding on future auctions? 

I hope to maintain a good seller rating and worry about instances like this having a negative impact on my seller metrics.

Advice appreciated.

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If the buyer has already opened a claim, you don't have many options.  Just send the return label and get it back, then refund.  If you don't eBay will refund for you, ding your metrics and let the buyer keep it.  An all around lose for you.  

You have to remember, when it comes to a he said-she said situation, eBay will ALWAYS side with the buyer.  Always.  You can keep saying that you work with the silversmith and know for a fact that the silver content is right but honestly, eBay will not believe you.  That is just a fact.  

Send the label, get it back and refund.  Block the buyer and move on.  If you don't want to deal with this kind of return excuse again, allow returns.  When you say no returns you leave an unhappy buyer little option but to lie about the reason for an INAD claim which only hurts you.  Yep, it stinks but it is what it is.  Your only other option is to pull your listings and sell elsewhere.

[lonebuck-books]

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@33yrvet wrote:

The buyer contacted me through the eBay platform but hasn't filed a return request as yet. 

So going forward, I should change my policy and accept free returns? Then I'm going to have to absorb the cost of the return shipping? 

I do appreciate your guidance.

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You don't have accept free returns.  You can accept returns where the buyer pays for 'discretionary' returns.