Buyer says not as described

[leanne230398]

Buyer has sent photos of some shoes that look much the worse for wear than when I sent them and says arrived like that.

What should I do?

[tressygirl · Accepted solution]

You will not win any case which is opened as item not as described.

Once opened you need to fully refund the buyer through those case details,  and within 8 days,  that way your seller fees are refunded,  and no defect on your account.

If you want your item back first,  you have to pay for that fully tracked return postage label.

You could try and appeal the case after,  but truly,  to be honest,  you would have a hard time.

You have had a bad experinece,  unfortunately,  anyone selling on here for any length of time will come across this no win situation,  thankfully rare,  and the majority of sales will go through problem free.

Sorry that you've had this bad experience.

[redwick1]

How long have they had them?

They have 30 days to open a dispute on ebay 

They need to open a not as described dispute in the resolution centre and once they do then you send a pre paid label for the return

Once you have the item back then you refund in full

You get your fees back and no defect on your account

In a not as described dispute ebay will almost always go with the buyer

If you allow then to escalate a dispute to ebay then you will pay the fees and a defect