Buyer requesting refund after two weeks

[themellis1991]

Recently sold an item of clothing and was asked specifically by the buyer to send the item next day delivery so they could take them on holiday. Now, almost 3 weeks later, the buyer has contacted me for a refund. Stating they weren’t happy with the condition of the item.
My listing was extremely accurate. The item was as described and I feel like the buyer is trying to scam me after having the item and potentially wearing the item on holiday.
I’ve told them I do not accept returns as stated in my listing and they have threatened with contacting eBay. I know I’m 100% in the right here.
Just wondering if anyone has had something similar happen to them and if so, how was it resolved?

[arkwebus · Accepted solution]

What @tressygirl  and all the others say is - sadly - all too right and not "ridiculous".  The problem is that eBay has no way to determine who is telling the truth or even what "the truth" may be.   All are telling you what the practical effect is.

It is a sad fact that most people feel that the system is biased against sellers. 

Part of the problem may be that as a private seller you are not required to accept "returns" for change of mind or "does not fit". The buyer may feel that there is no option but to open a "not as described case". 

You do not have to do anything unless and until the buyer does open a "not as described" case.  There is no other way. There is no obvious way for a buyer simply to report you to eBay.

@themellis1991 

[red_magpie]

I know I’m 100% in the right here.

Oh no you're not. You're 100% in the wrong! You have never read the conditions for eBay's money back guarantee to buyers.

I'm afraid that you just have to accept the inevitable, that if a buyer claims an item isn't as described eBay is almost sure to support them. This is eBay's default policy, unless they can determine that the item matched the description - which they can't, as they never even see it.

The best way to refund a buyer is to ask them to open a case under eBay's money back guarantee, through the resolution centre. This won't count against your seller performance rating provided you click on the option to refund the buyer on return.

EBay will give you the option to purchase and send send the buyer a prepaid return label if you want them back. When it's returned eBay will process their refund and you will receive a credit for your final value fee and PayPal fee.

If you argue about refunding the buyer, and lose (which you probably will) eBay will enforce a refund. You would then forfeit any return of fees, and receive a defect on your account. The same applies if you fail to respond within the time limit - in which case the buyer won't even be required to return the item.

These are the terms and conditions of eBay's money back guarantee. In all but name, buyers can "discover" any fault to justify returning an item within 30 days. Like it or not, like all of us you have all accepted this in the user agreement.

[redwick1]

If they have opened a returns request then you can refuse if you want too

If they open a not as described dispute then you have to accept it back

You send a pre paid label for the return and once you have it back then you refund in full

If you dont and the buyer escalates to ebay then you are forced to refund and pay the fees and get a defect on their account.

Best just to deal with the problem

It all should be done through the resolution centre

[ruby*tuesday]

It may be to you but Buyers are covered by the Ebay Money Back Guarantee for 30 days from Delivery. If you don't Deal with the Return your Buyer can ask Ebay to Step in after 8 days. They will Refund the Buyer from your Account. You will lose any Refund of your Selling Fee and Receive a Damaging Defect on your Account.

[tressygirl]

Well,  it could quite well be the item was used on holliday,   and now beong returned for a reufnd,  but also could quite well be the item was not as described,  and now back from holiday,  there is time for a refund.

You cannot ever be sure of the reason,  but if your buyer is within 30 days of issuing a case for item not as described,  you will have to accept.  Pay for the fully tracked return  postage,  on receipt of the item,  and refund fully through the case details.

Seller fee will be refunded,   and no defect for your account.  

[themellis1991]

That’s absolutely ridiculous.

[tressygirl]

You know 100% the condition of the item you sent, but you must appreciate no one else in eBay can. So the fairest way,  is to bring everything back to square one, that is, item back to seller, and full refund to buyer. Yes, you are out of postage costs, but just factor this into other sale items,  and you will recouop that loss.

This is the annoyance we as sellers will face , thankfully rarely, if one sells for any length of time. It is infuriating ,  I fully understand how you feel, however no one can physically see and judge these items, so the ruling for refunds has to stand. @themellis1991