Locked
Discussion interactions are currently paused.
Buyer wants to return for a full refund. Saying the item has holes in them.
Summary: En la discusión, bluebellfressia aborda un problema donde un comprador desea devolver un artículo para un reembolso completo, argumentando que el artículo tiene agujeros. tressygirl, tobiasd4, y arkwebus participan respondiendo a este problema. La conversación se centra en cómo manejar la devolución y las posibles soluciones al problema efectivamente.
I sold a pair of Adidas shorts. They were in excellent condition, as new in fact.
She has showed me some material with the defects, which were certainly not there when I posted them.
I have not replied to the buyer.
I certainly wouldn't want them as I can't resell. But why should I have to refund her when they were in excellent condition when I sent them.
tobiasd4
Mentor4 months agoI think you did the best thing by refunding without return.
Sometimes it is unfair, but ebay is biased towards buyers.
bluebellfressia
OP4 months agoThank you all so much for your replies.
Just an update, the buyer did send more photo's and she did say that the bag was ripped on arrival. After I had asked about this. So they could have been damaged in this way.
But I just sent her a refund anyway.
tobiasd4
Mentor4 months agoThat photo proves shorts are defective.
You won't win against buyer/ebay.
bluebellfressia
OP4 months ago@tobiasd4
And my photos prove otherwise, so as I said my word against theirs unfortunately. I would never have sold anything like that.
bluebellfressia
OP4 months agoThese are her photos x 4
tobiasd4
Mentor4 months agoSorry, but you can add add all pics you want, cases are automated, no human looks at them .
Also your pics do not prove it was actual item you sent.
Either issue returns label or just refund.
This is 1 of the costs of selling on ebay that we all have to put up with.
bluebellfressia
OP4 months ago@tobiasd4
So basically it's my word against theirs. How awful for sellers. Lots of freebies for dishonest buyers.
bluebellfressia
OP4 months agoThese are her photos
bluebellfressia
OP4 months agoThese are her photos
bluebellfressia
OP4 months agoAnother with Side View
bluebellfressia
OP4 months agoAnother with Side View
bluebellfressia
OP4 months agoAnother Photo showing the back
arkwebus
Mentor4 months agoYou mention "potential damage in the post" but if that were the case you would still be liable for a "not as described" case.
As @tressygirl says eBay never sees the items and "nearly always" finds for the buyer. The process is basically automatic.
If the buyer does open - or has opened - a case you have only 3 days to respond by sending the return label or the refund. If you delay the buyer may escalate.
@bluebellfressia
bluebellfressia
OP4 months ago@arkwebus
But in that case wouldn't it be the fault of the carrier?
tressygirl
Mentor4 months agoIt is extremely doubtful a carrier wouldn't cause holes in a pair of shorts.
@bluebellfressia
arkwebus
Mentor4 months agoIndeed but you would need to refund within 3 days and claim from carrier. That in itself is not easy - RM might cough up but - say - Evri may be reluctant ...
@bluebellfressia
tobiasd4
Mentor4 months agoIf you ask ebay to decide, you will lose, you still refund and buyer keeps item, you also get a defect.
Issue returns label now and refund on return.
Or if you don't want to pay return postage, refund through case and buyer keeps item.
Follow @tressygirl advice.
bluebellfressia
OP4 months agoHi, I have received the shorts today. They have holes in both legs, front and back - please see photos. This was not described in the listing. I would like to return them for a refund.
This is one of those photos she sent (She sent 4) None of the photos shows the 3 stripes or logo etc from my item, just the grey material.
tressygirl
Mentor4 months agoSorry with the bad news here, but should a buyer open a case for item not as described, then you do have to accept it within 3 days and fully refund or send a tracked return label, if you want the item back and you do not refund until the item is back with, you have 48 hours here to do so.
Stick within the timelines and your seller performance is not affected.
You could first send a polite message ask her to kindly check that she has not mixed you up with another seller as your item was in an excellent condition, but if the case goes ahead you need to reply. If they escalate with no action from you, eBay will force the refund and you get a damaging defect on your account.
If eBay step in and refund, should the case be escalated, if you think the decision for the refund unfair, you can appeal, link below shows the process.
I'll admit it's not easy, eBay do not see the item in question and they do tend to side with a buyer's view, but worth a shot appealing.
https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369
@bluebellfressia
bluebellfressia
OP4 months ago@tressygirl
Thank you for your reply. I have asked ebay to step in but I have to get back to them on Wednesday the 3rd June. Because I have a message to respond to the request by 2nd June.
But why should a buyer be able to get away with this, also could they have been damaged in the post?
As you can see by my photo, and I uploaded several photos from different angles on ebay. They are in excellent condition.
tressygirl
Mentor4 months agoThe photo certainly looks very good, but it's only the front, what about the back, hem, inside? Was the item checked inside out?
This is the issue eBay would have as they also cannot see the item physically.
As said, send the buyer a polite message asking perhaps have they mixed you with another seller, if they not and a case is opened, it's all automated no human contact and you do have to follow my instructions above if this happens.
@bluebellfressia
bluebellfressia
OP4 months agoI tried to send more photos but I was only allowed to send one.