Buyer claims item doesn't match my photos, but won't upload a photo. Any point in resisting?

[cleaning.the.attic]

Buyer bought item that only comes in one color. I've sold around 100 of these in the last year, and buyers love them. I don't name or describe the color anywhere in my listing, I just have the photos of item. It's a stuffed animal sloth that is a mottled(?) brown/tan/beige color, JUST like in the photo. All the same, no other color options. 

Buyer requested a return, and put reason for return is "Doesn't match description or photos", and added comment "Doesn t look like the pictures."

I replied back please let me know what doesn't match the description, and upload a photo so I can make sure I sent the right item ( I sell 12 other stuffed animal sloths, all different sizes, colors, brands, etc.) They wrote back "color not the same as pictured. We are returning." No photos.

So, if they received a little pink sloth, instead of a big brown one, I'd think they'd say that--'I got a pink sloth instead of brown, way too small,' etc. 

I'm assuming they got the right sloth, but thought it would be lighter, darker, browner? But does that even matter? Is that all they have to claim--that color doesn't match--even though this particular sloth only comes in one color? 

I've seen sellers (and big chain stores) have a disclaimer about color is approximate due to differences in monitors/screen settings..  isn't that a given, or does that need to go on the bottom of every listing?

When all is said and done, I will be out $26 and change for shipping both ways after a return. I have a 20% restocking fee which would amount to $15, but can you retain the restock fee? If I had made a mistake in the listing, or sent the wrong item, that would be on me. But I think the buyer has just changed their mind and randomly chosen something to be picky about. 

If I accept the return, and they ship back, does eBay automatically refund the full amount, with no restocking fee withheld, since buyer claims item doesn't match description?

If I bought something and the color was way off, I'd gladly upload a picture to show that. And if I didn't have the ability to upload photos, I'd say that. I'd describe in detail how the item doesn't match description. I'm guessing eBay doesn't require any details or proof... 

And they have a feedback score of 1, so I'm a little cranky this afternoon. 

[missjen831]

Just accept the return. the buyer doesn't have to upload photos. Ebay will no longer escalate an snad in the sellers favor so just accept the return.

[tofu107]

INAD case open on Ebay,you pay return shipping,send him a return label now.

[ed8108]

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@cleaning.the.atticwrote:

Buyer requested a return, and put reason for return is "Doesn't match description or photos", and added comment "Doesn t look like the pictures."

They wrote back "color not the same as pictured. We are returning." 

With EBAY.

What the buyer says, makes it so

[monster-deals]

Feedback score of one most likely they have no idea what they are doing.

Heck most users don't really understand how ebay works until they get to around 250.

You'll have better luck screaming at the sky than getting them to help you with anything.

Weigh your money. It might be worth it to just cut bait on this one instead of paying to return it.

[cleaning.the.attic]

@ed8108

I have realized that. 

Funny thing--she finally responded back that she has no means to take pictures. Surprising, but fully possible. I try to not automatically think people are liars. 

Then, I looked at the paypal transaction. I don't think we're supposed to mention names on here, but buyer's initials are Axxxxx Fxx...

Her email address she uses for paypal: axxxxxfxxphotography@aol.com

She has her own photography gig, but "no means to take pictures". How sad. Her business must be doing really poorly.

Oh, some people's children!

[headvasegal]

Well, I guess I am a little more contentious.  I'd write back and say "While I am surprised that you cannot supply pictures although it appears (and then cite the photography address you discovered), I really would like you to help me understand why you feel this does not match the picture or description.   All of these are [color] and in several dozen previously transactions I have not had this complaint raised."  I'd also consider telling her to return the sloth but that return postage is on her.  (You don't know that there won't be a switcheroo with a sloth she already has- maybe this was to replace a worn one).  I don't assume that eBay is a completely hopeless case (I've had them take my side as a seller twice, including erasing negative feedback).    But for the future, it is probably a good practice to generally describe the color in your listing, and add the disclamatory language.  Most of your buyers will continue to be reasonable people, but these preventive measures are to cut off that one unreasonable or novice customer from coming back against you.

[lex-talon]

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@cleaning.the.atticwrote:

@ed8108

I have realized that. 

Funny thing--she finally responded back that she has no means to take pictures. Surprising, but fully possible. I try to not automatically think people are liars. 

Then, I looked at the paypal transaction. I don't think we're supposed to mention names on here, but buyer's initials are Axxxxx Fxx...

Her email address she uses for paypal: axxxxxfxxphotography@aol.com

She has her own photography gig, but "no means to take pictures". How sad. Her business must be doing really poorly.

Oh, some people's children!

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You might want to place her on your BBL. I know I would.

[tofu107]

DONT WASTE time TRYING TO FIGURE why they want to return anything,what is important is that they dont want the item anymore.

and dont bother to tell us their name or what they eat this morning,JUST EAT THE RETURN/

[city*satins]

The seller and buyer see something different than passersby like us so your clues to the buyer's identify won't help at all.  Thanks anyway.

[vjbtld]

doesn't matter whatsoever buyer can return anything anytime for any reason. They are never asked to supply any proof at all & I have had items not returned to me, returned damaged, stained with tags removed and listed an old mink coat in pieces listed as craft cutter & that little return cost me over $60 & when I tried to appeal ebay still found for buyer & charged my account $10. So lad ebay offers private listing option because the only grateful buyers are those that want to shield thei idenities or are in other countries. Women especially will buy an article of vintage clothing 40 years old and send it back for a small frayed spot or tiny tear or no reason at all. There is no protection for sellers on here at all. Yet we are the ones paying all the fees. Wish there was another option.

[cleaning.the.attic]

I was trying to be discreet about the name, that's why I used all the Xs. And her real name/email is nothing like her user id. I didn't know how else to express it, but it was sort of central to my point.  Which apparently @tofu107 didn't find as amusing as I did 

[ledz58]

yes I just recently went through this, the buyer would not take a pic to show me all the dirt on my item. So I got the item back today, and filmed me opening the box, taking out the item. I filmed it to see no dirt whatsoever the so called buyer claimed was on the coat. I did notice some dust on the collar, it brushed off with a kleenex.  Oh my, so the coat that hung that collected a bit of dust, upset this buyer that they verbally abused me by acting like a truck ran over the coat and the skid marks were on the inside.  That's how they were acting, I'm mad that I went through all this, and I don't know if its worth it for me to call up ebay and tell them, as much this buyer verbally kept attacking me in Caps! really is this really worth it. The video of me opening the package shows nothing they claimed.  If you held the coat at certain angles, yeah you could see the dust. It was really hard to notice though unless you had a magnifying glass. I feel like the buyer abused the return SNAD by claiming such **bleep** about how bad the coat was dirty when it certainly wasn't.  Is this worth it for me to show ebay my video and pics or just refund this buyer. What would Jen-proudleowife do?

[sam9876]

eBay won't look at your pictures or video.

[tofu107]

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@cleaning.the.attic wrote:

I was trying to be discreet about the name, that's why I used all the Xs. And her real name/email is nothing like her user id. I didn't know how else to express it, but it was sort of central to my point.  Which apparently @tofu107 didn't find as amusing as I did 

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I know I am blunt,but thats the way Ebay is,folks come to this board to cry about lack of seller/buyer protection.

if buyer wants protection,go to a real store,dont buy from indvidual weekend warriors,if seller wants better clients,go open a store and sell brand new items,MIB mint in box.

But many of us prefer to wallow on EBAY.

Could it be that we are just gluts looking to be punished?