Ebay Sending Out False Return Information!! PLEASE HELP!!

[mom2-jacj]

Ugh... Sorry, for the mistake!!  So upset afetr spending almost a half hour on the phone with ebay customer service, or should I say lack of service??  

I have been getting brand new buyers, some just signing up for ebay the day they purchase from me, and some with 1 feedback.  Makes me nervous!  Turns out I should be nervous!  I am a top rated seller with 100% feedback.  Not sure why, lol.... Anyway...  I had a buyer with 1 feedback, purchase an item from me.  The item was listed as buy it now, or best offer.  They put in 1 offer for about $30 under asking price.  I declined.  

They put in another offer, and it was a bit higher, but still not close to what I wanted,  (Please note that I was having problems with either my account, or my computer, so when I was listing items, it was automatically listing them with best offers, and I could not remove the option.) so I messaged this buyer back and said " I'm having probelms removing the buy it now option from the listing, and if I don't get at least X amount, I have no problem keeping it for myself, as it is a favorite of mine.  I just don't want you to waste anymore time putting in offers."  Next thing you know...

Buyer put in offer for what I told them I would take.  I did not see the offer (we are different time zones) until the next day, and it seems just as I was trying to accept their offer, they instead used buy it now for the full asking price.  Ok cool, right??

Nope...  I felt bad that they bought it (possibly at the same time I was trying to accept their offer) for full price, maybe out of fear that someone else would buy it out from under them, so I ended up refunding this buyer the amount, plus $.05 ( I know, not alot, but still, I tried! ) to make it an even $10. This refund was given the same day the item shipped....

Item was shipped same day (Oct 23rd) and received within 2 days, Oct 25th....  Buyer turns around and asks for return the same day??  I do acknowledge that I accidentally put the incorrect picture.... but auction title and description ARE correct!!  And this buyer put in 3 offers, so I think they knew what they were searching for... Or researched ebay to scam Sellers for honest mistakes??  Again, Title for auction, and description Matched!  Buyer never asked questions about picture being incorrect....

So I receive return request, and unbenounced to me ( this must have happened automatically ) I have an Automatic Return Policy that will AUTOMATICALLY Accept Returns of $750 or less!!!??  I don't even sell items close to that price!!  

In any case, the buyer asks for a partial refund, because item is not as described or pictured.  Yes, I admit I accidentally put an incorrect picture. UGH... I message buyer and tell them I'm sorry for the incorrect picture, but the Title and Description are Exactly what they received, and if not happy, please return for a refund, minus the $10 I already refunded them prior to delivery.  Not that it matters since there was a return policy in place, that I NEVER actually put in place!!  Obvioulsy I am VERY niave about selling!  I have 3 jobs, and do this in my spare time so don't have time to read every policy, selling, buying, returning, complaint etc... update!!  GRRRRR

Anyways, I get the return notice on the 25th, but this buyer asked for a partial refund ( obviously fishing since I had already, in good faith, refunded the difference for the best offer I quoted them, and did their research)... not knowing I had an automatic acceptance of returns under $750 (neither did I!) and is asking for more money back...  They put in 3 Offers, they had time to review what they were purchasing!  Saw a simple picture mistake, and ran with it!!  So Sellers BEWARE!!  This was a huge loss for me if it goes through.  Nealry $100, which is the highest priced item I sell!

Wish that were the end of the story, but like I said, I spent almost a half hour on the phone with customer service (*&^%$$) for NOTHING!!  EVERYTHING IN MY EBAY ACCOUNT TELLS ME that since I had the automatic return set up if the item was $750 or less, that the Buyer was sent a return label the day they requested the return, on Oct 25th, and told to send the item back by November 1st.  If the return was not started by Oct. 31st, I could ask ebay to step in.....  Here lies the problem!!

I call ebay customer service.  They tell me that even though my ebay account tells me the shipping label for the return of my item was granted on the 25th, and the buyer should ship it back by Nov. 1st, and I can ask ebay to step in by Oct 31st, that in reality, EBAY did NOT send the return label until Oct 30th???  And now the SCAM buyer has more time to return my item!!??  What??  

It gets better... Ok worse!!  Supposeldy because I gave a $10 refund in good faith of the buyers last best offer, that I decided to honor in good faith, the day the item was purchased (obvioulsy before it was delivered) that means as a SELLER,  I CONSENT TO A FULL REFUND WITHOUT THE BUYER HAVING TO RETURN MY ITEM!!!????  This is what I was told by the customer service rep, that was "trying to educate me" while talking over me as I tried to talk to her!!  For almost a half an hour!!

Any Opinions, advice, ANYTHING??  I'm fuming!!  And again, I DO ADMIT FAULT, as I posted the wrong picture, but correct auction title and description, and the buyer had ample time to ask questions about the discrepsency as they put in 3 offers!  And instead of asking for a full on refund and return, asked for more money off and to keep the item!!!

I'm SO confused!!  Do I refund since the CSR said I consented to a full refund by giving the buyer a discount??  Or do I give the buyer EVEN MORE TIME to return my item, beyond what my ebay account tells me, so I can be scammed due to ebays mistake.  Again, this item was delivered Oct25th.  Item has not not been returned.  Return of item not even started....

[mom2-jacj]

Forgot to add that I am to wait for a started return from the buyer for another 5 business days!  Why is ebays mistake MY problem??

[prescott4]

@Anonymous  can you help the OP!?

[mom2-jacj]

PLEASE!!! Would Appreciate it!!

[ms.piercing]

Not sure why you needed a wall of text.

You had a wrong picture!!!!

No one reads (okay, may be some people). You can had anything in description but most people buying just by looking at picture.

So customer opened a case "No as described" correctly. In this case eBay automaticly gives return label at your expense. Do not listen to CS (they mostly have no idea what they talking about). 

Your previous refund does not matter.

You do not need to do anyting now. Once tracking shows that item came back to you eBay will refund (or you can do it yourself).

[mom2-jacj]

UH... maybe you don't understand.  Like I said, I accept responsibility for the picture mistake ( although I completely disagree with you!  The Auction Title is eaiser to See/Read, as is the description, than the small picture... at least in this listing ) and the return that I actually never set up, and must have been automatic (again, MY fault) was automatic for a return.... Yet after this buyer, with 1 feedback, from a year ago, put in 3 offers, asked for a partail refund, instead of a return and refund for the item not being as described.  Return was granted through ebay... FINE... I was sent a notice that the day the item was deliverd (Oct 25th) the buyer wanted to return it... Except, not really return it... as buyer asked for a partial refund.... Mind you, the PICTURE of the scent they received was a mistake, but they got exactly what the title and description said it was!  The product they received, and never say they dispute ( if they wanted the scent pictured, COMPLETELY different than the mistaken picture, why not return for a FULL REFUND??)  AND they know what they are doing (scamming) because they actually do NOT want to return the item, as I have messaged them 2 times with no response. They want what was described, and are just trying to cash in on a simple picture mistake!  Again, My mistake...

But how is it my mistake when ebay sends me a message the day the item was delivered, which was October 25th, and says the buyer has until November 1st to send the item back as they have been provided a return shipping label (at MY expense!) the same day, and if the buyer does not return the item by Nov 1st, I can contact them for help on Oct 31st.  I contact them for help today, November 1st, and am told they didn't send the buyer the return label until October 30th??  How is it my fault they sent me a notification that the buyer was sent a prepaid shipping label the day of the return request ( Oct 25th ) and that it should be shipped by Nov 1st, but ebay actually didn't send the label for almost a week??  How does a seller get a notification of an "AUTOMATIC" return, and shipping label sent to a buyer, when the label SUPPOSEDLY was not sent to the buyer yet??  Exactly what does AUTOMACTIC mean??  

If you re read my post, I did not set up preferances for returns.  Something obviously happend, and I had it AUTOMATICALLY set up for approved returns if $750 or less.  I received a return request that was AUTOMATICALLY approved, with the buyer receiving a pre paid shipping label, item to be shipped back by Nov 1st.  Shipping label has NOT been used.  I'm told I have to wait 5 more business days because Ebay screwed up and even though my account tells me shipping label was sent the day of return request ( oct 25th ) item should have been shipped back by today ( not arrived back by today, but delivered to shipping center by today!) that they did not send the buyer the return label until Oct 30th!  Not my fault!  Ebays fault!  Not the buyers fault either! But I have messaged the Buyer twice with NO response!! 

Even still, Buyer with 1 feedback,  in the last year, asked for a partial refund ( on top of the $10 I DID NOT have to give them) instead of a return!  I told buyer return for refund on Oct 25th.  Still waiting... And ebay seems to be helping them......

[duchess-at-speakeasy]

Sounds like you are opted in to what used to be called "hassle-free returns" and that you used the Quick listing form that automatically adds Best Offer to all fixed-price listings. Sorry, I can't untangle all this for you. I avoid using the "automated" stuff that eBay thinks is so spiffy. ~~C~~

[margincut]

Where is this automatic $750 accept refund policy located?  I must edit it now...

[mom2-jacj]

Go to your Account Settings.  From there Site Preferences, scroll down to Return Preferences, click Show, then Edit to change whatever ebay may have auto set on yours.  Hope this helps!

[niki0401-us]

I'm sorry to tell you that everyone is correct. If your picture does not match, it doesn't matter what the title and description say. They can open a case and get it sent back at your expense. I've learned a few hard lessons as well. Chalk it up to lesson learned. Ebay customer service will not do anything for you at this point. I would just wait for the item to come back and refund their money.

[mom2-jacj]

That is exactly what I plan to do.  The issue is not the refund.  It is the fact that my account says ebay sent the label the 25th, and told the buyer to return the item by yesterday, the 1st, and if the buyer did not comply, I could ask ebay to step in on the 31st.  

Buyer has yet to start the return process.  No tracking is uploaded still.  So I asked ebay to step in yesterday.  I was then told that the buyer did not have to return the item ( since when? ) and that I should refund the buyer anyways.  Then was told something completely different, that the label was not sent to the buyer until the 30th, and I need to wait 5 more business days for the return.  Customer Service doesn't even know what they're telling me from 1 minute to the next.  The lady talked over me the entire time... Anyways, the buyer is trying to keep the item because the issue is not the picture being incorrect, it is that they think they didn't get the amount of oil that was listed in the auction.  They say the bottle is "about half full" so they want a partial refund, not to return the item.  The bottle is about half full because it is 8.4 ounces of oil, in a 16 oz size bottle.  That is how the stores receive them.

In any case, I messaged the buyer immediately and told them to go ahead and please return the item for a full refund, which they have yet to do, and have not responded to my messages.  But I fully intend to refund the buyer, just waiting to get my item back.  

Thanks for the input.