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BUYER SAYS I REMOVED AN IMAGE AFTER THE SALE WENT THROUGH...
Summary: willnoli sold an item, and the buyer requested a return, believing they were purchasing two items. The buyer provided a stock image as evidence, which willnoli claims was never removed from the listing. eBay offered options to refund the buyer or accept the return, despite the listing stating no returns accepted. tobiasd4 advised issuing a return label and refund, noting eBay tends to side with buyers. rainbowtrax explained the issue might stem from eBay's product catalogue linking errors due to the EAN, suggesting willnoli contact eBay to correct the mistake.
I just sold an item. the buyer immediately on receipt requests a return as he thought i was selling two of these items. he uploads a stock image which he says we removed from the listing since he made the purchase. This is not possible and is confirmed within my revision history.
eBay has given me the option to refund the seller to keep the item or accept the return.
My listing says returns not accepted.
What should i do? I have 3 days before he is autmatically refunded.
rainbowtrax
Mentor2 weeks ago@willnoli as usual with issues like this, the problem is ebay's product catalogue, not your listing.
You've added the EAN in your item specifics which causes the matching item in ebay's product catalogue to be automatically attached to your listing.
Once this happens, if the buyer searches and is directed to your ebay listing via a google link to ebay's catalogue entry, they will see that page before clicking through to your listing.
Ebay's product catalogue pages have titles, pictures and descriptions, just like actual listings but are usually full of errors and misleading information. Here's ebay's product page for the item you sold: https://www.ebay.co.uk/p/24016998663 which, as you can see, claims that there is two of them. That's what your buyer saw.
Your issue has been caused by ebay so you need to try to get ebay to see that the error is theirs, not yours or the buyers - not an easy task.
When you list something that has an EAN, the only way to avoid this problem is to not enter the EAN and instead put "Does not apply" in the box.
tobiasd4
Mentor2 weeks agoIf buyer opened item not as described case, issue returns label & refund in full on return.
If you don't want item back, refund through case now.
As you said, you have 3 days to do this.
Ebay never see item, but believe buyer, so no point arguing.
willnoli
OP2 weeks agoThe p&p would cost me £30 - that doesn't seem fair!
tobiasd4
Mentor2 weeks agoUp to you if you want to pay to get item back.
You can appeal to ebay, but only after item is returned.
TBH. Very few appeals are granted.