Buyer wants to return item because it didn't include something that WASN'T listed

[sko7700]

I listed a item with pictures showing what the listing included. Everything was sent as what the pictures showed, buyer receives item and days later contacts me that they did not get 'X' item and wants a return because he needs the 'X' item. 'X' item was never showed in the pictures or in any of the description of the listing! I have a no refunds/returns policy as well. I'm not sure what to do in this case.

[sam9876]

Deny the return.

[thatsallfolks]

Most responders (except knee-jerk commenters who give advice that might cause you to lose the money AND the item) would want more info before advising you, e.g. the item # and what "X" was.

[rolenboy01]

Is the return price more than the item? if no then just accept the return, unfortunately there will always be idiots who believe something not pictured will be included because they want it to be in their mind.

[sko7700]

So 'X' item is an additional accessory to the item I sold to him. The item I sold was a dental unit. The buyer contacted me and said that if I did not send the 'X' item to him he will ask for a refund. Mind you,  the 'X' item costs hundreds of dollars and is not cheap, and I'm surprised he asked for it like I would be giving it out like candy. The dental unit I sold to him was at a reasonable price and for a good deal, when comparing it to other similar listings. He could have easily bought the 'X' item he was asking for himself, and I'm confused to why he thinks he can get it for free when it was never listed. 

[missjen831]

Does the additional accessory come with the item? Or is something that can only be purchased separately? If it can only be purchased separately, you can fight the return by calling ebay after the 3rd business day and point out that the item the buyer is asking for does not come with the item you sold and you did not say anywhere in the listing that was it included. Hopefully you win because this will block negative feedback. You would still be at risk of a paypal dispute and a chargeback. 

[thatsallfolks]

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@sko7700wrote:

So 'X' item is an additional accessory to the item I sold to him. The item I sold was a dental unit. The buyer contacted me and said that if I did not send the 'X' item to him he will ask for a refund. Mind you,  the 'X' item costs hundreds of dollars and is not cheap, and I'm surprised he asked for it like I would be giving it out like candy. The dental unit I sold to him was at a reasonable price and for a good deal, when comparing it to other similar listings. He could have easily bought the 'X' item he was asking for himself, and I'm confused to why he thinks he can get it for free when it was never listed.  

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Can the unit be used without "X"?

[sko7700]

I might just accept the return to make things easier... From what I read on other posts, it seems like a long and sometimes losing battle against clueless buyers like him. 

The dental unit I sold was basically the "base" of the unit. There are multiple accessories you can buy including the 'X' item in order for it to funcition. But of course, you will need to add on more money if you would like to include those extra accessories onto the base. Still, I sold the item with all the proper pictures and you can obviously tell what's included and what's not in the listing. That's what's making me frustrated in this situation since it boogles my mind that he expected something he did not pay for. 

[sko7700 · Accepted solution]

Thank you for all your replies. The buyer requested for my address to send the unit back but I told him to go through eBay to start a returns process. I will think about how I will handle it once I receive the return request. 

[sko7700]

Contacted eBay, they stated I can cancel the return and I'm not responsible in this case and will "back me up" if the buyer decides to dispute since there are messages and also clear proof in pictures that my listing was as described. Good to know that eBay is looking out for us sellers when buyers are being difficult. Wanted to share one last update in case someone has a similar situation with buyers!

[couldabeenworse]

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@sko7700wrote:

Contacted eBay, they stated I can cancel the return and I'm not responsible in this case and will "back me up" if the buyer decides to dispute since there are messages and also clear proof in pictures that my listing was as described. Good to know that eBay is looking out for us sellers when buyers are being difficult. Wanted to share one last update in case someone has a similar situation with buyers!

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Hope it works for you, but tread carefully.  At best, eBay "backing you up" means they'll find an eBay Not As Described claim in your favor - and even that's iffy since the person/bot that decides claims isn't the same person tha answers the phone.

If the buyer moves on to a paypal claim or credit card chargeback, eBay will be nowhere to be found.