Buyer didn't read description, wants a return

[vlin2]

Hi,

I recently sold a bag strap for a purse, just the strap, no bag or purse included. This was stated in the description, shown in photos and priced accordingly (way too cheap to be for the whole purse)

When I got an offer for the item, I immediately messaged the buyer reiterating that this was only the strap and not for the whole purse. She did not respond. I accepted the offer before the time was up and sent out the package. I did not hear from her until the package was received. She messaged me saying that she thought the purse came with it and would be requesting a return immediately.

I do not accept returns. Would ebay side with me over this if my listing was accurate and the item was as described AND I reached out to the buyer as an extra precaution? Does this fall under buyer's remorse if she didn't read the description or look at the photos?

Or if I do accept the return, do I get reimbursed for the shipping fee? It wasn't cheap and I don't want to end up losing money over this just because she didn't read the description or check my message to her. I read online that ebay auto refunds the item cost and shipping cost. Is there anyway to only refund the item cost so she pays for shipping there and back? 

Just want to know my options!

Thanks!

[7606dennis]

If you have a NO RETURNS policy set up you do not have to accept the return if it is a remorse return ie: buyer order wrong item.  However, if he files a not as described return, you will be required to pay the return shipping.  Unfortunately, it is terribly hard for a seller to fight such disputes and win.

Might I ask if the listing showed the strap attached to a bag in one of the photographs?  This can often lead to SNAD complaints and I recommend showing only the item in listing photographs.  Actually, with regard to listings, I recommend using photographs as if there were no text and text as if there were no photographs.

[vlin2]

Spoiler

Spoiler

Thank you for the response and insight! I did have a picture of it attached to the bag but I crossed out the bag. Debated not including the pic for clarity but the chain was less identifiable as a purse strap by itself. I’ve definitely learned for next time!

she hasn’t filed for a return yet— how do you recommend reaching out to her? 

[aproudparent2010]

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@7606dennis wrote:

If you have a NO RETURNS policy set up you do not have to accept the return if it is a remorse return ie: buyer order wrong item.  However, if he files a not as described return, you will be required to pay the return shipping.  Unfortunately, it is terribly hard for a seller to fight such disputes and win.

Might I ask if the listing showed the strap attached to a bag in one of the photographs?  This can often lead to SNAD complaints and I recommend showing only the item in listing photographs.  Actually, with regard to listings, I recommend using photographs as if there were no text and text as if there were no photographs.

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Their lead photo is the strap attached to the bag, 2nd photo is bag with strap with black squiggly line drawn thru the purse, last 2 photos are just the strap.

[cream_couture]

I would message the buyer and ask them to read the listing, view the pictures and the message you sent them. You clearly stated multiple times in the listing that the buyer was purchasing a strap and the leading picture says it is the strap only. They failed to read, look at the photos or read your message. They need to own their error. I think eBay would side with you, but it might be a little bit of a fight. 

[corvettestainless]

If buyer opens a 'not as described' or 'missing parts' return, there's nothing you can do. You will pay for return shipping, not get your original shipping $ back and have to refund when tracking shows it's been delivered. Calling ebay CS will not help a thing, a complete waste of time. There's a picture of a 'purse' in the listing and the word 'purse' in the title. Even though all of this makes sense, it's all a buyer needs to have been 'confused' by your listing. Sellers never 'win' these battles. 

[mtgraves7984]

Sorry this happened to you. No Returns and no refunds are two different things.

If the buyer opens a Not As Described claim, chances are likely they'll win the case.

Hope for the best but expect the worst. Good luck!

[cream_couture]

If after you message the buyer they still want to return and open a SNAD return, I would accept the return and then take it up with eBay once the item is received back. Specifically I would ask eBay to refund the shipping to you and selling fees. Maybe they will, maybe the won't...it's worth a phone call. eBay has for me, multiple times.