Thoughts on this return request? Very very descriptive/detailed original listing.

[balbanes1985]

Hello! I recently sold an SNES Classic console, which is a miniature reproduction of the original Super Nintendo Entertainment System. The buyer is requesting a refund and opened an "item not as described" case against me. Below for more info:

Buyer claim:

"You are selling this as an authentic Super Nintendo that accepts game cartridges. This is not that. I bought this for my nephew to play, and have old the games. Please refund. Thank you"

My listing: https://www.ebay.com/itm/124242304434

Considering it includes the full MFG description which painstakingly details that it's a miniature reproduction of the console, that I included the UPC code for it, that there are several pictures of it in my hand showing that it is the size of an original SNES game, and that I never indicate that it can play the original cartridges, I feel like I'm pretty covered here.

That being said, I am happy to take a return on the item less the cost of shipping. I've read enough to know that eBay sides with buyers like 99% of the time. What should I do here?

[comics-scifi-collectibles · Accepted solution]

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@balbanes1985 wrote:

Hello! I recently sold an SNES Classic console, which is a miniature reproduction of the original Super Nintendo Entertainment System. The buyer is requesting a refund and opened an "item not as described" case against me. Below for more info:

Buyer claim:

"You are selling this as an authentic Super Nintendo that accepts game cartridges. This is not that. I bought this for my nephew to play, and have old the games. Please refund. Thank you"

My listing: https://www.ebay.com/itm/124242304434

Considering it includes the full MFG description which painstakingly details that it's a miniature reproduction of the console, that I included the UPC code for it, that there are several pictures of it in my hand showing that it is the size of an original SNES game, and that I never indicate that it can play the original cartridges, I feel like I'm pretty covered here.

That being said, I am happy to take a return on the item less the cost of shipping. I've read enough to know that eBay sides with buyers like 99% of the time. What should I do here?

Pay return shipping and accept the return

 Under the ebay MBG the buyer just has to SAY that the item is not as described and you MUST accept the return and refund the buyer.

IF you do not do so willingly then eBay steps in and forces a refund. You do not get your sellers fees back, you get a DEFECT and the buyer may be allowed to keep the item.

If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back  

https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=12&pos=3&quer...

The only slight protection a seller has is if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns.  The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Sel...

[terrycece62]

You have no choice under MBG if the buyers has stated item not as described you required to  give buyer a full refund  the purchase price and pay for return shipping as comics has posted above

[balbanes1985]

Thank you for the response. Honestly it seems pretty awful for honest sellers such as myself who go above and beyond to try to satisfy customers. My listing explicitly says it does not accept cartridges and is not the original console.

I am definitely reporting the buyer. Should I wait until I receive the item to do that? I am concerned about vindictive behavior with the return if they get a notification that they've been reported. Part of the value of this item was based on the condition of the item.

[chapeau-noir]

The wording of the return request that you got makes me think the buyer hadn't the foggiest idea of what they were buying.  I would just accept the return.

Wait until you get the item back, then do your reporting.  The buyer is not notified that they've been reported so no worries there.

[balbanes1985]

Thanks for the response. The buyer's wording definitely struck a bit of a nerve with me, after a little while to cool off I sort of came to the same conclusion you have. I think the buyer made a mistake and blamed it on me to save face. It's not the right way to do things, but it's a profoundly human response I believe. We often have difficulty admitting our own mistakes.

I've compartmentalized it as a cost of doing business. If I were running a real storefront, I'd expect a certain percent of loss due to shrink, damaged goods, and other overhead.

I'll accept the return and report the buyer as suggested. Thanks again.