Buyer Claims Stamped VTG 14k White Gold Pendant “Isn’t As Described” & Won’t Respond To Messages

[vtgjewelrygenie]

Im new(ish) to selling, but I have 100% positive feedback and this is my first return request. I put a pendant up for auction that was 14k white gold surrounding a big blue topaz (I know it’s real gold because it was a gift from my cousin who owns his own jewelry store). After several bids and bidders, a buyer won with the final price being $51.30. My policy is that I don’t accept returns for considering the only thing I sell is vintage estate pre-owned jewelry. 

Anyway, the buyer files a return request before reaching out to me first, and the reason was that the “item was not as described” and the note he wrote to accompany the request was that the pendant is sterling silver, not gold and he wants a full refund (see pictures). I freaked out and called CS, they said I can offer a partial refund and just let him keep it or I could have him return it, test it for gold, then file a report if it turns out he’s taking advantage of the eBay buyers guarantee. 

I sent him a message to ask what he wanted to do and explained if he wants a full refund, he will have to send it back and wait until I get it tested and now he hasn’t answered me in two days. The fishy part of all this is he was so quick to answer me up until my last message (I’m talking 5 minutes between my first message to him and his response). 

My question is: what do I do now? I need to know what he wants to do, and he knows he’s caught lying about the reason for wanting to return it (likely buyers remorse due to the Christmas season). Please help.

[no_zero369 · Accepted solution]

OK, so you are new and this is your first return. I need to edumacate you on a few things and I suspect the answers aren't going to be what you want to see. PLEASE don't shoot the messenger!?

The only thing that matters is that the buyer filed a NAD (not as described) case with eBay.  When that happens the best response is, "Sorry you are unhappy with the thingie, please return it for a full refund." Period.   The point is that once a buyer claims NAD you are required by eBay policy to pay for return shipping and issue a full refund.   If you "Fight" the return and do not act with in the time frame eBay notes, the buyer will ask eBay to step in and eBay may refund the buyer from your funds and NOT require the buyer to return the item.  This is know as a MAXIMUM LOSS!  Plus on top of that you will 'earn' a Big Fat DEFECT on your selling account for an unresolved case.

eBay will not arbitrate with a buyer and seller.  They side with the buyer and mostly have to do that as to keep buyers happy and coming back to the market place.  Yeah, I know all of this will seem unfair, and it is, but it is the way things are done around here.  Most sellers long term come to realize that returns are part of retail selling and as such they plan for and price returns into their cost of doing business and pricing projections.

So do yourself a favor and accept the return and refund when the item is returned!  Good luck!

[a_c_green]

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@vtgjewelrygenie wrote:

I sent him a message to ask what he wanted to do and explained if he wants a full refund, he will have to send it back and wait until I get it tested.

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Actually no, he does not have to wait for you to get it tested. If it's returned to you, you refund him. You do not have to refund before getting the item back, but if he's filed a Not As Described dispute now, be sure to respond with your decision (Return for Refund, unless you really want to offer him a partial refund). If you push back and he decides to have eBay step in, they can enforce a full refund without requiring him to return the item first.

[bonjourami]

In your pictures, the pendant looks like yellow gold, not white gold? If there is a 14K stamp, you should always show that in your pictures.

[1tuna]

I have a hard time with this sale,last time I looked 3 grams is about 2 dwt or $82 in scrap

that must be a heavy stone or something,

[fern*wood]

If you are sure it is 14k gold, why are you willing to offer an almost 50% refund?   Don't keep going back and forth with a buyer over a not as described return.  It is a low cost postage item, so issue the return label and refund upon return.  Don't risk losing everything.

That's probably why the buyer has stopped responding to you.  They know if you don't issue the label, your time to do will expire and they can escalate this to ebay. You  don't want that to happen.

[vtgjewelrygenie]

Right now he hasn’t answered my question about whether he will settle for a partial refund or if he wants to send them back. It’s been 4 days. Should I call CS and ask them what I need to do next? Also, thank you very much

[vtgjewelrygenie]

It’s white gold, it’s just old. My camera isn’t the best, and the 14k was on there (I could see it through a jewelers scope thingie, but I couldn’t capture it well!

[vtgjewelrygenie]

It’s a real blue topaz and all I did was put it up for auction. The bidding got to that point by itself. I didn’t put a reserve on it or anything. Plus jewelry is tricky. You can’t just sell it for what it’s worth in scrap.

[vtgjewelrygenie]

So that’s a good question. I guess I’d rather lose money and not have to deal with this whole issue then issue a full refund and have to pay shipping, if that makes sense

[3eyedfishcatcher]

Give him a return label get it back. Have the metal verified most pawn shops have machines that can detect what kind of metal was used. Then relist adding the return shipping label to your asking price. Up date the listing if the metal is different. The buyer may not be a expert and even though they are making a claim from their prospective they may believe it is not what they were told. As long as you get the item back you can find a better buyer.

[fern*wood]

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@vtgjewelrygenie wrote:
So that’s a good question. I guess I’d rather lose money and not have to deal with this whole issue then issue a full refund and have to pay shipping, if that makes sense

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Not really.   Most of us have had a bad return and don't like them, but we are trying to tell you what you should do.    You need to issue that return label.   The buyer may decide to not return, but if you don't issue that label and they ask ebay to step in on their behalf--you stand to lose everything and get a big hit to your selling record.   

Getting an item back isn't the end of the world.  Just resale it if it is still in good condition.