message from buyer: "this is new?" after purchase??

[5teeeve]

Had an interesting interaction with a buyer and would love some input to hopefully put my mind at ease.  I sold a vintage set of dominoes, the buyer paid immediately then several hours after the purchase he messaged:

It was a little concerning, since the item is listed as pre-owned/used, the listing has vintage in the title, in the item description it states twice that there is minor surface wear such as scuffs and occasional scratches, and I photographed as much as the wear as I could including one close up picture of a scuff/scratch.

I responded to the buyer's message stating they are not new but in good condition and he responded with:

"the only thing I ask is they are not scratched".

It seems almost as if the buyer made the purchase without actually looking at the pictures and reading the description.  Definitely bizarre to say the least and I would love to hear everyone's impression.  I am worried that this buyer is expecting something in new condition when the listing blatantly states otherwise multiple times.  Hopefully I don't get smacked with a dreaded negative review.  Let me know your thoughts.  Thanks in advance!  

[soh.maryl]

Not accepting returns may have saved you headaches in the past, but just to remind you: If your buyer receives this and opens an item not as described case, you will be required to (a) send a prepaid return label and (b) refund the buyer in full upon receipt of the return.

Have you read eBay's Money Back Guarantee? 

[janet9988]

I would cancel as buyer requested.

If the buyer argues about it then I would report the buyer for asking for something not in the listing.

[johnrj1226]

While you provides  lots of pics for review.  Your written descriptions should describe the conditions as if there are no pictures & vice versa.

Your written description for this in your  listing states this - "Dominoes are in excellent condition with only occasional minor surface wear. Really cool and great condition for age."    The words  excellent and great can  mean different things to other people - like no flaws, cuts or scratches, cracks, etc or even Like New. (don't ever you this in a listing - used one time is still used).  People can be really picky at times and the are surprise when they get something "better" than expected

For future consideration - when  selling  used or pre-owned  items would suggest you use words  like "very good" or "good".   Also. suggest expanding your description (be concise)  that is directly beneath the  headline box beyond simply stating USED or Pre-Owned.  Then  "copy and past"  the same in the "free form"  info box down below.  Now you have two places taht a shopper or buyer can read the  same info..

Personally, shipped 1665 used items and never had a buyer return and item

[mr_lincoln]

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@5teeeve wrote:

Thank you both for the responses.

Not accepting returns has saved me headache in the past, just this month I sold a brand new in the box electronic for close to 100 bucks under does not accept returns.  Several days after the item was received by the buyer, they attempted a return because they "no longer wanted the item".  My concern was what could have happened to the item in that time since delivery (did they open it, take out pieces they needed, drop it?) so I contacted eBay to fill them in on the situation.  They eBay rep I spoke to flat out told me to not accept the return.  I was so surprised but they told me to decline it and I would be protected from any strikes/defects from the buyer.  Saved me lots of time and money.

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@5teeeve   Imagine how many sales you are missing because of the No Returns accepted setting.  While I am not a huge Buyer on eBay I know one thing I do and that is NEVER buy from someone who does not accept returns, period.  

I have never returned any purchases on eBay either.  In my opinion the folks who accept returns are confident in what they are selling along with having a grasp of what good customer service is all about.

Additionally, and you were lucky,  eBay has a simple work around for the No Returns setting for either "Arrived damaged" or "Not as described" situations ... the Seller has to pay the return shipping cost.

[varebelrose]

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@5teeeve wrote:

Thank you both for the responses.

...just this month I sold a brand new in the box electronic for close to 100 bucks under does not accept returns.  Several days after the item was received by the buyer, they attempted a return because they "no longer wanted the item". ... I contacted eBay to fill them in on the situation.  They eBay rep I spoke to flat out told me to not accept the return.  ....  Saved me lots of time and money.

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Just wait till they do a chargeback on you and see how much time and money you save.... plus the buyer has now been trained to lie and file INAD next time.

[farmalljr]

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@5teeeve wrote:

Thank you both for the responses.

Not accepting returns has saved me headache in the past, just this month I sold a brand new in the box electronic for close to 100 bucks under does not accept returns.  Several days after the item was received by the buyer, they attempted a return because they "no longer wanted the item".  My concern was what could have happened to the item in that time since delivery (did they open it, take out pieces they needed, drop it?) so I contacted eBay to fill them in on the situation.  They eBay rep I spoke to flat out told me to not accept the return.  I was so surprised but they told me to decline it and I would be protected from any strikes/defects from the buyer.  Saved me lots of time and money.

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MMMM.... Saved you headaches for now. That particular buyer wasn't aware they could lie and get the return anyway. Most buyers are well aware they can get an item returned for any reason, if they just claim INAD. 

It also does not stop a buyer from filing a chargeback (denied return) and when they do that, it will cost you an additional 20 bucks. 

You have no recourse in NAD claims, at all. I don't care what any CSR tells you, you have to accept the return or refund them without a return. If not, in a few days, they will refund the buyer anyway, take the money from your account, and ding your account for not handling the return. 

There is no such thing as no returns/refunds on eBay, even things sold as parts only. Any buyer can get a refund at any time. Even if eBay sides with you in a case, they can still file  chargeback and eBay does NOT fight them, you will lose.