Where can I find help for dealing with a bad customer?

[koncrete_kreations]

Hello all,

I come to you tonight as a very confused seller. I've sold on ebay for a while now, but probably a little less than a few hundred items total. Everywhere I google I find outdated info or dead ends, or people saying that ebay never favors truth in the sellers favor, even when its 100% clear cut.

Here is my sale in question:

http://www.ebay.com/itm/263128917312?ssPageName=STRK:MESOX:IT&_trksid=p3984.m1559.l2649

I always ship with tracking. The item was delived on the 12th, and on the 14th I get notification in my inbox that they filed a claim. Specifics from the claim are as follows:

PETE'S DRAGON (DISNEY 35TH ANNIVERSARY EDITION) - DVD ONLY - FREE SHIPPING!!

Item ID: 263128917312

Order ID: 263128917312-2064090415016

Buyer email: omitted

Sale price: $6.50

Sale date: Aug-09-17 18:31:29 PDT

Buyer ID: tsco6803

Return ID: 5062314555

Return opened: Aug-14-17 11:39:13 PDT

Return shipping: seller pays

Return reason: Doesn't match description or photos

Comments: Didn t like it

Outside of the knee-jerk "your screwed" or "just take the loss" responces I see a lot here... What are my options? I would think my description on the listing is a iron clad honest as possible, am I missing something? I don't understand what else I could have done, outside of the buyer just not liking the movie as they stated.

The message I received says "The funds for this transaction will be unavailable until this return has been closed. You can also use these funds to issue a refund. You must issue a refund within 6 days of the item being delivered.

You can ask us to step in and help if there's a problem with the buyer's request."

How do I ask ebay to step in? Googled info states that theres a button on the bottom of the message to click, but theres no button for me and the info I've read it in appears old.

What are my options outside of just taking the loss that so many seem willing to take? I don't want to help perpetuate the problem of others getting jerked around. And I really don't want to have paid almost 10 bucks out of my pocket for someone to waste my time and watch my movie... only to return it in who knows what condition for me to resell and only lose 8 bucks total.

I thank everyone for their time helping out a rookie, it is truly appreciated.

Russ

[*eponymous*]

The buyer may have meant he didn't like the DVD because it is not as you described it to be.

There is no "team seller" on eBay. Other sellers are your competitors, as is possibly the buyer.

You can refund outright or issue a return label, whichever will cost you the least amount.

Even if you "won" the eBay case, the buyer can file a PayPal case and, perhaps, do a chargeback.

[phcd1]

I admit, I didn't read you whole rant (and you're buyer most likely didn't read your listing) but YOU listed a DVD "only" combo as "Like New". If it didn't come with EVERYTHING (including the Blu-Ray as your listing picture SHOWS and a Blu-Ray case), you're OOL. Refund and learn (or try a partial but there is no guarantee that the buyer will accept it. I would offer 50% off myself and count myself lucky. BTW, you MUST resolve the SNAD case. Do NOT let it timeout. Do NOT ask eBay to "Step In" (aka Help you). BTW, You MAY be able to fight this as the buyer says they didn't like.

[rolenboy01]

I'm not sure what you want us here on the boards to tell you, do you want us to lie to you and tell you what you want to hear? Because as you already admitted you already know the outcome of this.

[loveyourimagination49]

They rented it and made a copy or they rented it and their kid didn't like it. All for $6.50 and F/S. SMH

It's not worth fighting. It is ridiculous that the buyer would open a case though. It would cost you more money to have it returned. 😔

[duchess-at-speakeasy]

The buyer filed a SNAD complaint to make sure YOU pay the return shipping -- but gave a "buyer's remorse" reason. Basically, the buyer didn't like the DVD but is too cheap to pay return postage.

Personally, I would be tempted to point out the discrepancy to eBay -- the buyer can't have it both ways! -- and push for buyer's remorse, with the return postage to be paid by the buyer.

On the other hand, for such an inexpensive item, I would refund the original payment and tell the buyer to keep the item, give it away or toss it.

I would, of course, place the buyer's ID on the BBL and report him/her for abusing the MBG by falsely claiming SNAD.

~~C~~

[loveyourimagination49]

Returns not accepted. Yes they misused the MBG Policy.

[Anonymous]

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@duchess-at-speakeasy wrote:
The buyer filed a SNAD complaint to make sure YOU pay the return shipping -- but gave a "buyer's remorse" reason. Basically, the buyer didn't like the DVD but is too cheap to pay return postage.

Personally, I would be tempted to point out the discrepancy to eBay -- the buyer can't have it both ways! -- and push for buyer's remorse, with the return postage to be paid by the buyer.

On the other hand, for such an inexpensive item, I would refund the original payment and tell the buyer to keep the item, give it away or toss it.

I would, of course, place the buyer's ID on the BBL and report him/her for abusing the MBG by falsely claiming SNAD.

~~C~~

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This^^^^^^

The item is no returns and the reason was a non-SNAD reason.  The buyer didn't state they were returning because the artwork (pictured) was not included, the buyer stated they didn't like the item.  It is POSSIBLE you could fight the SNAD because of your no returns policy. 

You really shouldn't be including things in your pictures that you aren't including with the purchase regardless of your title or item description.  Normally I would be very pro-fight the SNAD, but given the deceptive photo and the amount of money involved, I would probably just accept the return...

[phcd1]

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@Anonymous wrote:
... Normally I would be very pro-fight the SNAD, but given the deceptive photo and the amount of money involved, I would probably just accept the return...

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Ditto

[castlemagicmemories]

I understand you were looking for the button to ask ebay to step in.

Please DO NOT do that; that will give you a case closed without seller resolution defect.  Ebay does not want to step in; they want you to resolve the issue between you and your buyer.  

A case closed without seller resolution is a very serious defect which can have a negative impact on your selling privileges.  Just a few and you can lose them.

Sorry this happened to you.  If it is more cost effective to refund without  a return, you can choose to do that.  If you want them to return it, be sure to select return and refund, not just refund.  You can ask ebay to send them a return label if you want them to return.  If they don't use it, you won't get charged for it.

Good Luck.

[phcd1]

I'm not sure if the OP is just MIA or just didn't like the answers they received, but they are still selling of DVD's with the same description. They are ALL SNAD cases just waiting to happen. They all imply they are getting a combo (Blu-Ray and DVD) set, the original case, artwork and everything that came with it originally.

The ONLY way to do what they are doing safely is to change all the conditions to "Acceptable", remove the photo of the original case with artwork, any other condition includes the artwork and original case by definition.

[koncrete_kreations]

I'm here, just got home from work.

"They all imply they are getting a combo (Blu-Ray and DVD) set, the original case, artwork and everything that came with it originally."

Howso?

-Every listing's title says immediatly after the name of the film "DVD only".

-Every listing's description begins with the words "DVD disc only (no blu ray, no artwork)".

Maybe I'm not so good at these english things as I thought I is. lol

Please, I came here for help and to learn, not to be talked down to or about.  If you could explain further why DVDs only, which are what is clearly explained as what is for sale, that came brand new out of one case and were put straight into another without any other handling need to be labeled as "Acceptable" when they are clearly far above that? I would appreciate you taking the time to help me learn.

Thanks, and sorry you feel my first post was a rant. (Was it all the questions? Because we have very different definitons of the word "rant" I believe. Wall o' text perhaps if we're being internet-cool, but I don't see a single exclamation mark or excessive caps outside of the copy and pasted listing).

Much appreciated.

[missjen831]

Your listings are deceptive because you show the DVD packaging but you aren't including it. You shouldn't be showing a picture of something thats not included. 

[luckythewinner]

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@koncrete_kreations wrote:
Please, I came here for help and to learn, not to be talked down to or about.

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You are getting help and you are being given the opportunity to learn. The problem is that you are ignoring the helpful advice and ignoring the important learning opportunities because you are dismissing them both as "being talked down to".

The bottom line is that when you show something in your picture that you are not delivering, there is a contradiction in your listing and your buyer has a valid complaint in eBay's eyes. Ignoring that reality is not going to serve you well in the long run.

[phcd1]

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@koncrete_kreations wrote:

...If you could explain further why DVDs only, which are what is clearly explained as what is for sale, that came brand new out of one case and were put straight into another without any other handling need to be labeled as "Acceptable" when they are clearly far above that? I would appreciate you taking the time to help me learn.

Thanks, and sorry you feel my first post was a rant. (Was it all the questions? Because we have very different definitons of the word "rant" I believe. Wall o' text perhaps if we're being internet-cool, but I don't see a single exclamation mark or excessive caps outside of the copy and pasted listing)....

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Did you ever click on eBay's definition of condition? I'll do it for you: (this list is on YOUR listings so that ANY buyer could click on it and see what you mean)

Condition
Brand New

An item that has never been opened or removed from the manufacturer's sealing (if applicable). Item is in original shrink wrap (if applicable). See the seller's listing for full details.

Like New

An item that looks as if it was just taken out of shrink wrap. No visible wear, and all facets of the item are flawless and intact. See the seller’s listing for full details and description of any imperfections.

Very Good

An item that is used but still in very good condition. No damage to the jewel case or item cover, no scuffs, scratches cracks, or holes. The cover art and liner notes are included. The VHS or DVD box is included. The video game instructions and box are included. The teeth of disk holder are undamaged. Minimal wear on the exterior of item. No skipping on CD/DVD. No fuzzy/snowy frames on VHS tape. See the seller’s listing for full details and description of any imperfections.

Good

An item in used but good condition. May have minor damage to jewel case including scuffs or cracks, or to the item cover including scuffs, scratches, or cracks. The cover art and liner notes are included for a CD. VHS or DVD box is included. Video game instructions are included. No skipping on CD/DVD. No fuzzy/snowy frames on VHS tape. See the seller’s listing for full details and description of any imperfections.

Acceptable

An item with obvious and significant wear but is still operational. May have tears or holes in VHS/DVD box. The video game instructions and box may not be included. See the seller’s listing for full details and description of any imperfections.

ALL (except for Acceptable) clearly include the original artwork. You SHOW the original artwork. Therefore ALL your listings are SNAD and might easily get return with you paying return shipping. You are free to do as you please though.

As far as a "rant" goes, think of it as a noun instead of a verb. Anything (in my book) that doesn't fit on a 24" monitor without scrolling, is a rant. I apologize if you took it some other way.