Buyer didn't read description and opened a return request

[chanelgolden]

I sold a nwt bag and listed all the dimensions on the description. Buyer got the bag and opened a return request which stated that the bag is too small and didn't match with the description.  There's nothing wrong with my description (I copied from offical website). 

No return accepted listed in my listing. 

What can I do now? I don't have anything wrong with my listing.  I heard all the things about ebay will "favor" buyer no matter what. Is there anything I can do to solve this case? Or I have to accept the return and pay for all the shipping fee.

thank you

[green-night]

You can either accept the return and pay return shipping or you can let the buyer keep the item without a return.   

[missjen831]

IF you want to try to fight the return, you have to call customer service and calmly state that measurements were provided and ask them to close the case in your favor. 

However....the only thing winning the case will block is negative feedback. The buyer can take 2 more shots at you--paypal dispute and credit card chargeback. So for that reason, IMO its best to accept the return. Ebay will credit the FVF. Save the headache of a paypal dispute or chargeback (which cost you another $20).

[chanelgolden]

From some discussion, if I deny the return request, I'm wondering if ebay will refund buyer because ebay always "favor" buyer.  

[chanelgolden]

So nothing we can do to prevent and handle this kind of situation in the future? 

[missjen831]

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@chanelgolden wrote:

From some discussion, if I deny the return request, I'm wondering if ebay will refund buyer because ebay always "favor" buyer.  

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Since it's an SNAD you can't just deny it. If you ignore it and don't accept the return then yes eBay may call you on it and force you to refund her and let her keep the item. IF you are ok with that then you might as well save yourself from an unresolved by seller strike and simply refund her now. 

[phcd1]

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@chanelgolden wrote:

I sold a nwt bag and listed all the dimensions on the description. Buyer got the bag and opened a return request which stated that the bag is too small and didn't match with the description.  There's nothing wrong with my description (I copied from offical website). 

No return accepted listed in my listing. 

What can I do now? I don't have anything wrong with my listing.  I heard all the things about ebay will "favor" buyer no matter what. Is there anything I can do to solve this case? Or I have to accept the return and pay for all the shipping fee.

thank you

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If they truly opened a return with the reason that the item is too small (aka doesn't fit), that is buyers remorse and you should have an option to decline the return. But, I'm going to assume from your post that the buyer opened a SNAD case.

If that's the case, you MUST resolve the case (don't let it time out). You only have 3 options: 1.) Refund 100% and let them keep it, 2.) Refund 100% upon return and pay return shipping or 3.) Offer a partial refund. Most here including myself would say #2 is your best option.

I will say you have 3 days to fight it though, just don't let the case time out. I would call eBay, make sure you are talking to a US rep (hint: ask hows the weather where they are) and nicely point out to the rep that this is clearly a buyers remorse case. You do have a "No Returns" policy which is in your favor. I'd say you have about a 60% you might win. Make sure the rep knows that they messaged you that is was "too small" and that is clearly a "fit" issue and not SNAD. Fit is a key word with eBay and you need to play that word, a lot.

Remember:
1. EBay CS Rep's are less then knowledgeable (i.e. don’t trust what they say)
2. Do NOT let a case Timeout
3. Do NOT ask eBay to "Step in" (aka “help you” aka escalate)
4. ALWAYS get the reference number of the phone call, mark down the date and time
5. If the eBay CS Rep claims to have put notes in the case, have them emailed to you.
6. Never escalate a case unless you can get eBay to close it in your favor right then and there.

Good Luck

BTW, don't forget to BLOCK!

[phcd1]

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@chanelgolden wrote:

From some discussion, if I deny the return request, I'm wondering if ebay will refund buyer because ebay always "favor" buyer.  

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IF (note the BIG IF) you have the option to deny the return, by all means, deny it. Its like I first thought that they opened a buyers remorse return. FIT is a key word (i.e too small or too big)

[phcd1]

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@chanelgolden wrote:

So nothing we can do to prevent and handle this kind of situation in the future? 

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Your best protection is a "No Returns" policy. If you have a return policy eBay will ALWAYS force a return/refund, even if you can prove its a fraudulent SNAD just to avoid paying return shipping.

Some may disagree.

[deep-garnet-red]

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@chanelgolden wrote:

So nothing we can do to prevent and handle this kind of situation in the future? 

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Do the measurements yourself. Since you copied them from someone else you really have no idea if you gave the correct measurements or not. 

[myangelandmyprincess]

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@deep-garnet-red wrote:

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@chanelgolden wrote:

So nothing we can do to prevent and handle this kind of situation in the future? 

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Do the measurements yourself. Since you copied them from someone else you really have no idea if you gave the correct measurements or not. 

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They used the manufactures measurements. With a bag that's the way to do it.   

[deep-garnet-red]

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@myangelandmyprincess wrote:

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@deep-garnet-red wrote:

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@chanelgolden wrote:

So nothing we can do to prevent and handle this kind of situation in the future? 

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Do the measurements yourself. Since you copied them from someone else you really have no idea if you gave the correct measurements or not. 

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They used the manufactures measurements. With a bag that's the way to do it.   

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That's not the way I do it.

[myangelandmyprincess]

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@deep-garnet-red wrote:

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@myangelandmyprincess wrote:

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@deep-garnet-red wrote:

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@chanelgolden wrote:

So nothing we can do to prevent and handle this kind of situation in the future? 

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Do the measurements yourself. Since you copied them from someone else you really have no idea if you gave the correct measurements or not. 

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They used the manufactures measurements. With a bag that's the way to do it.   

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That's not the way I do it.

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Well as a buyer of bags I like when manufacture measurements are used because I know what sizes they provide and when a seller uses their own it confuses me on trying to figure out which bag it is if it's different than any of the manufacture measurements.   Had that happen recently. Same style bag came in a small size and a medium size.  The manufacture measurements are what's accurate IMO 

[kitschy*loot]

I have bought many bags where the manufacture's measurements turned out to be wrong. I don't know who some brands have measuring their items, but it is apparent that not everyone can measure.

[zachary42792]

I totally sympathize! It's maddening, frustrating, and completely unfair when you know the customer has buyer's remorse and is looking for lame excuses to force a return, even when you have a no-return policy. This happened to me on Friday. I tried not to stew about it. In the end, I told her to return the item. I was getting too worked up about it and decided to let it go. I have talked to Ebay people when I had questions about fees. All operators were foreign and all were super helpful. I just didn't feel this particular hill was the one I wanted to die on. I do plan to fight the next jerk that tries this however... Good luck. I AM going to block this person as was suggested by another commenter.