Ebay return policy.

[vintagemet]

Hello everybody!

I recently sold a pair of cycling shoes, red color size 7.5 us.

The buyer now is asking for a return claiming she ordered yellow size 8. After trying to resolve this issue with the buyer ( never responded) i ascalated the case to Ebay. To my surprise they are sided with the buyer saying that i sent the wrong item. But i have this sale recorded on my sold items and its clear that the buyer got what she bought. Now, there are two possibilities;

1- I am out of my mind and can't even read the orders properly.

2- Ebay doesn't give a sh... and sides with buyers no matter what.

I have no way to contact them and try to make sense of this nonsense. 

Can somebody check my sold items and tell me what i did wrong? 

Thank you.

[lacemaker3]

@vintagemet;

You are not out of your mind, and you did read the order correctly.

Your listing is not available in Yellow size 8. But, variations listings are confusing, and some buyers have trouble figuring them out. They may have tried to order Yellow size 8, but since it was not available, they ended up ordering something else that was not what they wanted or needed.

That is not your fault, but, when a buyer says that an item is not as described, eBay basically takes their opinion on it. eBay doesn't try to judge the merits of the case, or make a determination on the facts. If the buyer says it's not as described, then they are entitled to a refund.

You can (and should) report the buyer becuse the item was correctly described. This won't get you any money back, but if the buyer does this too often, eBay wll take action to stop them from doing it any more..

You should never escalate a case like this to eBay. It is always better to say "I'm sorry they didn't work. Please return them, and I will be glad to give you a refund". Unfortunately, because you escalated, you now have a defect because you didn't resolve the issue  yourself before eBay got involved, and you won't get the final value fee credit.

[phcd1]

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@vintagemet wrote:

Hello everybody!

I recently sold a pair of cycling shoes, red color size 7.5 us.

The buyer now is asking for a return claiming she ordered yellow size 8. After trying to resolve this issue with the buyer ( never responded) i ascalated the case to Ebay. To my surprise they are sided with the buyer saying that i sent the wrong item. But i have this sale recorded on my sold items and its clear that the buyer got what she bought. Now, there are two possibilities;

1- I am out of my mind and can't even read the orders properly.

2- Ebay doesn't give a sh... and sides with buyers no matter what.

I have no way to contact them and try to make sense of this nonsense. 

Can somebody check my sold items and tell me what i did wrong? 

Thank you.

---

Sorry Han's wrong guess.

It's #2. NEVER ask eBay to help you, eBay is NOT the sellers fried.

OK, since you now have a SNAD case open against you and most likely were told to issue a prepaid return shipping label, I would do that ASAP and hope the buyer does not send them back.

When the drop dead date for the shoes to be returned by passes (typically 5 days), call eBay and ask them to close the case in your favor (while you are the phone with them). If they refuse, thank them for their time and call back at a later date and try again. Repeat until they close it.

Sellers should ALWAYS let sleeping dogs lie.

[plumbingspecials]

"After trying to resolve the issue with the buyer..."

I'm not sure if you let the time lapse to respond to her return request, or if her request to return was only through messaging and she now has a return open through ebay MBG.

You have to accept the return, but make sure you report her for filing false SNAD, misusing returns and the MBG guarantee, and if you really want, you can ask ebay to step in once you get the item back, for the reason that the buyer did not send back the same item (ebay's already siding with her, so you might not have anything to lose). 

[duchess-at-speakeasy]

The OP is registered in the U.S. but shipping from Albania. I don't think a return label will work in this instance.

Best to leave it alone -- why pay a small fortune in international postage plus Customs fees to get back a pair of shoes that might not be in any condition to sell again?

~~C~~

[vintagemet]

Thank you for your comment. 

I understand now that it was a mistake on my part to escalate the case, but the buyer wasen't  responding to my messages. I offered her to return the shoes but she had to pay for the shipping because this wasen't my fault. Anyway, i can't send her a shipping label because i am not in US and if i offer to pay shipping back, i am sure she will ask a lot. I better let her keep the shoes. I guess the reason she wasen't responding is that she has done this before and knew how this will go. This is the sad truth of what Ebay has become, supportive of thieves and make it impossible for the sellers to run a business here.

[vintagemet]

I believe you are right. God knows how much she will ask for sending the shoes back.

[phcd1]

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@vintagemet wrote:

... This is the sad truth of what Ebay has become, supportive of thieves and make it impossible for the sellers to run a business here...

---

Winner, winner, Chicken dinner!

Do you want to learn everything you need to know about SNAD claims and how to fight them and sometimes win? Checkout my profile and look back at a post I made in Nov 2016 on "SNAD" (should be the 2nd one down). It's a long read (about 20 pages), but there is a lot of information in there if you are to continue to sell on eBay. It's especially interesting when eBay itself posts comments in there. Good Luck!

[callahanmagic]

@vintagemet and all who've posted ...

Clearly seller here did not receive the platforms' seller protection.  

Seller fulfilled the correct order and the buyer in this case filed an Inaccurate or fraudulent

return option.

Seller's ignorance of escalating the return should not be penalized against him - imho.

@Anonymous 

I hope you can look into this issue to assist this seller.

-

Lucas

*still rollin' with the punches*

[vintagemet]

I am not going to do anything. I refuse to accept responsability when i have none. I don't care what they will do. As far as i am concerned they can go to hell. They are a dead platform anyway, can hardly sell 2-3 items per month here.
I hope they keep up with this policy and make sellers go away.

[plumbingspecials]

One of my protections is to not sell outside of the United States. We have enough problems here, I don't open it up to a worldwide market.
Good luck to you, vintage!

[outofroom]

I totally agree with you. I now state in my listing "Sorry, but no International sales -- USA only" and have set up the exclusion list for all other countries.  It just isn't worth the hassle to deal with the International market.

[deep-garnet-red]

Everybody told you what you did wrong (escalated), but nobody told you how to do it right.

Never escalate a case through the system. You have to call Customer Service. If you had called you would have won. Calling is the only way to get a human to review the case.