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Buyer Bought wrong size Jacket, request Return. I don’t accept. EBay Step in. They try to blame me!
The Buyer from Brazil has bought a jacket from me through GSP. After I've dispatched The item, l've received a message from buyer saying that he thought he bought different size, because apparently the size "XS" mentioned in the title has been translated to "Extra Grande (XL)" he has also sent me a screenshot of the title wrongly translated because it was saying “Extra Grande”. I've explained to the buyer that the Item is XS, not XL and maybe that was an eBay translation error and was translated wrongly. I've advised the buyer to contact Ebay customer service, because I've already dispatched the item and it's on the route, that my hands are tied and I can't do anything. Once the order has been delivered to him he has opened the package took pictures of the size of the jacket and opened the return, with the reason as the item is not as described. Apparently he was advised by eBay to do this. I have messaged the buyer and I said that I've accurately listed the jacket as size XS in the title, item description, and item specifics, I understand that there might've been a translation issue or misunderstanding on their side with one word in the title, but the listing was accurate. As the order was sent via eBay's Global Shipping Program, I don't have control over the international part of the delivery or over refunds. So I've told the buyer to contact eBay directly through the order page so they can review and assist with that. Buyer has now opened a case and is claiming that I have send the wrong item. And I don’t want to accept the return.
The order was shipped through eBay's Global Shipping Program, I've accurately listed the jacket in the title, description, and item specifics. I have contacted eBay about this whole situation on the 7/9/2025 and the agent from the chat said “In order to resolve your issue, I need to forward your concern to our relevant team. They will get back to you via email within 48-72 hours”. Two days later I’ve received a message saying “ Provide return postage for Return. ” the message also states “ If you don't provide return postage or otherwise resolve the return within 4 calendar days, you may be required to issue the buyer a full refund without the item being returned to you.” I Think it’s an automated message, because I’ve received the exactly the same msg few days before. Today I have contacted EBay again. And the agent did exactly same thing as the previous one he said “In order to resolve your issue, I need to forward your concern to our relevant team. They will get back to you via email within 48-72 hours”. Looks like No one in EBay knows what to do. I feel like they want me to give up on this whole situation, accept the buyers request and blame myself for their mistake
I think that's a bit unfair that I have to pay for the return Label and handle the whole return process, when I haven’t done anything wrong in fact I have fulfilled my obligations as the seller and also I have lost potential buyers for this jacket as well. I don’t know what to do anymore…
did anyone had similar issue?
red_magpie
Mentor11 months agoI think that's a bit unfair that I have to pay for the return Label and handle the whole return process, when I haven’t done anything wrong
The fact appears to be that in the buyer's country the size label in the listing was incorrectly transalated into a size that was not as the buyer had ordered.
From the buyer's perspective, this rightly entitles them to a return - with you paying the costs.
Whether you can appeal or persuade eBay that, because of the apparent error in translation, they should refund the return costs, I don't know. I'm not optimistic, but you can try. Good luck!