Buyer claims item not as described because model name/number was wrong in ebay catalogue

[ashan03]

Hello all, thought I should ask for advice rather than reply in haste to the buyer:

I sold an mobile phone via GSP, buyer from Spain. Just received a return request claiming that the item doesn't match the description and photos so they would like to return.

In the comment box, the buyer only wrote: 'No es un LG G4' meaning - 'It's not an LG G4'

The mobile phone I sold was an LG G4c - H525n  the title clearly stated that as well as the description but went back to the listing and I noticed that the only place where 'G4' appears is in the 'Item specifics' area of the listing which was mostly generated by me using the EAN and the product description from Ebay catalogue. 

So to resuem, Title, description, EAN, MPN, Technical Specs all showed that I sell LG G4c - H525n while the only place where 'G4' was mention was in the 'Model' section of the Item Specifics which, unfortunately came from ebay auto filling it after I added EAN.

This is really annoying and deflating, I know a lot of seller say: just refund, it's not a big amount, but it's more about the time I have spent refurbishing and repairing this phone, then talking pictures and listing it. The listing had a lot of tractions and a lot of watchers so it is such a shame it went to a person who just wants to exploit the return process.

On top of this, bad memories come up from a few years ago when my LG G4 phone was stolen in Spain... 

I would however accept a return should they pay for the return postage, but knowing ebay, they will not give me this option.

What should I reply, who should I contact?

Here are the Item Specifics - the details generated by EAN via Ebay catalogue: notice how everything but 'Model' refers to the lower spec model - LG G4c. If anything, even the price was a clear indication that this was the lower model but alas, my understanding is not buyer's understanding or tactics..

Product Information
For limitless possibilities in your pocket, use the LG G4c. Built with a quad-core processor, it loads your apps quickly for exceptional performance. This model has 8 GB of internal memory, keeping all of your digital content readily accessible. Great for taking high-clarity photos, it is built with an 8-megapixel resolution camera, so you can capture your experiences. Choose the G4c for all of your cellular needs.
Product Identifiers
Brand	LG
EAN	8806084982667
Model	LG G4
eBay Product ID (ePID)	219541685
Product Key Features
Storage Capacity	8 GB
Network	Unlocked
Screen Size	5 in
Connectivity	Bluetooth, GPS, 3G
Colour	Silver
Processor	Quad Core
Operating System	Android
Lock Status	Network Unlocked
Memory Card Type	MicroSD, Built-In Memory
Manufacturer Colour	Silver
Additional Product Features
Family Line	Lg G
RAM	1GB
Type	Smartphone
Band	Gsm 850/900/1800/1900
Camera Resolution	8.0MP

[kensgiftshop]

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@ashan03 

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If the buyer files an INAD, you won't have much of a choice, but to accept the return and pay return shipping, if you want the phone back before refunding.

[ashan03]

Even if this as error on ebay's product ID catalogue? 

https://www.ebay.co.uk/p/219541685#ProductDetails - this is the product page for this phone and you can see the error there.

How much would ebay charge for a return label?

[ashan03]

Just a quick update here, 

I have sent a message via the case in English and Spanish highlighting what I have sold (title, EAN, MPN, Specs, description) I also took snapshots of the listing highlighting G4c and H525n everywhere. Finally I have asked if they have received an LG G4c H525n. 

Buyer replied instantly in Spanish (see below). Now, what's the next move? Buyer's error. Buyer still not happy.

I read wrong then, I have an LG4 that the camera suits, I need another like it, the one you sent me is not worth it

[kensgiftshop]

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@ashan03 wrote:

Even if this as error on ebay's product ID catalogue? 

https://www.ebay.co.uk/p/219541685#ProductDetails - this is the product page for this phone and you can see the error there.

How much would ebay charge for a return label?

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We are still responsible for the information in the listing, even if it's Ebays fault it's wrong.

You couldn't send a return label.

You would need to find out how much it would cost, then send the funds to the buyers Pay Pal account so they could pay the return shipping.

[kensgiftshop]

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@ashan03 wrote:

Just a quick update here, 

I have sent a message via the case in English and Spanish highlighting what I have sold (title, EAN, MPN, Specs, description) I also took snapshots of the listing highlighting G4c and H525n everywhere. Finally I have asked if they have received an LG G4c H525n. 

Buyer replied instantly in Spanish (see below). Now, what's the next move? Buyer's error. Buyer still not happy.

I read wrong then, I have an LG4 that the camera suits, I need another like it, the one you sent me is not worth it

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Still, if the listing was not correct, they can return it for a refund.

[lacemaker3]

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@kensgiftshop wrote:

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@ashan03 

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If the buyer files an INAD, you won't have much of a choice, but to accept the return and pay return shipping, if you want the phone back before refunding.

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Yes. If the buyer feels that the item is not as described, and opens a case with that reason, ten you need to accept the return and provide a return shipping label if you want the phone returned before you refund.

Otherwise, you will probably end up refunding the buyer without getting the item back, and getting a defect from eBay because you didn't resolve the issue yourself without making eBay get involved.

It is much better, in the long run, to resolve issues like this yourself wihtout making eBay get involved.

[ashan03]

Not the point, listing was correct, buyer did not pay attention to title, description, specs and photos. 

[ashan03 · Accepted solution]

oh,,, just the same conceading replies. Did you read what I wrote? I can't even provide a return label, it is a GSP transaction and the buyer admitted it was his fault for not reading the listing properly. 

Believe me, I did not write here to receive the same old vanilla replies, but rather to get answers from users that have been through this as it is quite an unusual case - not just the textbook, refund and forget kind of approach.

Oh and for the record, I have won INAD cases as a seller before, just by defending my case as I was completely in the right to do so. Last one was a month ago where I sold a faulty e-reader and the buyer opened an INAD case with the reason that... guess? - The reason was that the e-reader was faulty. 

So yes, they can raise INAD cases anytime and for whatever reason, but that doesn't mean I am a charity. I have worked to source, diagnose, refurbish and list that phone.

[lacemaker3]

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@ashan03 wrote:

oh,,, just the same conceading replies. Did you read what I wrote? I can't even provide a return label, it is a GSP transaction and the buyer admitted it was his fault for not reading the listing properly. 

Believe me, I did not write here to receive the same old vanilla replies, but rather to get answers from users that have been through this as it is quite an unusual case - not just the textbook, refund and forget kind of approach.

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Yes, I did read what you wrote, and I understood it. You need to read and understand the answers you have received. They are correct, even if you don't like them, no matter how rude you are.

Yes, I have experienced this situation before. For international transactions where the seller can't provide a prepaid return shipping label, the seller is required to send the cost of the return shipping label to the buyer in advance.

I have made many purchases from the UK, and many were shipped by GSP. Most of them have been great transactions, but in one case, the seller sent the wrong size. The seller did not agree that the item didn't match the description, they said that they had described the item correctly. The seller did not provide a return shipping label, or send money for the return shipping, so I could not send the item back.  eBay got involved, and asked the seller to send the return shipping cost, but the seller did not comply. So eBay refunded me in full, without making me return the item. eBay also gave the seller a defect, charged the seller for the refund, and did not give the seller a credit for the fees they were charged becuase the seller did not resolve the issue without eBay having to get involved.

Not as described cases are governed by the Money Back Guarantee or Buyer Protection Policy that is offered on the eBay website where the buyer made the purchase (which means where they went through Checkout). In your case, that would probably be eBay UK, but possibly eBay Spain or even eBay USA (which many international buyers use).  The wording of the Money Back Guarantee is pretty much the same on all of those eBay sites:

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-poli...

https://www.ebay.es/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?...

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

Also, here is information from eBay UK that explains about handling returns, specifically where the buyer says the item is not as described (and is covered by the eBay Money Back Guarantee):

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https://www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

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In addition, I see that you are registered as a Business Seller on eBay UK. As I understand it, that means that you are required to comply with the Consumer Contracts Regulation, which allows buyers to return items within 14 days (at least) for any reason.

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https://www.ebay.co.uk/help/policies/selling-policies/business-seller-policy?id=4710

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