A buyer is not happy with purchase saying no provide good enough photos to show the item.

[wads-98]

A buyer bought a cup and saucer from me which was made pre 1991. They bought it pretty quickly and says they read my description at the time but that "These defects were not mentioned in the description and were not visible on the photos" it is being sold as used and old and though I never used it for drinking I had kept it in a cabinet. Now did the buyer assume it was new but never bothered asking. Anyway, they have provided the most close up of close ups showing the gold rim to be broken in parts and that some gold from the handle is missing. My pic showed that but he said he did not see it especially the handle. 

Now they want a partial refund because they can't give it as a gift  or all the money back and is complaing that they have to pay for postage and hence they keep the item and/or I  pay them for postage and some money back.

I showed the pics to have defects in the gold but they  say they did not see them. The post says "Your buyer has reached out about their order. Since you used Simple Delivery, we'll work with your buyer directly on any delivery related questions." but I have not received an email or message about any outcome except what they have wrote to me giving me options to solve the item and money. 

What about me being honest on the post and them not looking to see if they wanted it or ask any questions?

I have tried to contact ebay to no avail and now I don't know what is real or what is not. I put pics up showing when you enlarge what the gold was like and they bought it in that condition but have now changed their minds. I don't want to lose the money nor the set what do I do?

[jckl1957]

If the buyer has opened a return case using the reason that the item was not as described in the listing/was faulty etc. then you need to accept the return or agree to a partial refund.

It is really important that any defects are described in the listing and it's a good idea to show close up pictures of even minor defects.  Buyers should not have to ask additional questions.

Have you been asked to provide a label through the case for the buyer to send the item back?

[wads-98]

No they have not opened a case for a returned item, they claim that they have spoken to ebay and when I got through on a call no such claim to return the item has been made. My photos show the defects, all they had to do was click to enlarge as I do.

If I look at an item I look at the pictures and enlarge, I ask any questions before buying if I am not sure. If the item is used especially, I will scan over the pics and have asked for others to show me. I don't think I did anything wrong in this case and I am especially not pleased that no retun item had been made as they claimed. 

[john1297576]

It is up to buyer to open a Not as described case and you provide a return label.

Pictures can be very misleading and any defects must be mentioned in description.

If buyer opens a case if you do not accept and provide label, buyer can escalate to ebay, they get a full refund at your expense, item not returned, you get a damaging defect on your selling account.

As ebay expect no more than a 2% defect rate, and you only have 25 feedback as a seller, 1 defect would be 4% defect rate making you below standard.

“Your buyer has reached out about their order. Since you used Simple Delivery, we'll work with your buyer directly on any delivery related questions."

That message from ebay is just a standard message, they will not do anything unless buyer actually contacts them asking for assistance, and message is meaningless.

[wads-98]

Your reply is excellent and in a way that I understand it, I'm a private seller who is just getting rid of things in my home. I don't really sell a lot but I do buy a lot.  And this person has not opened a 'Not as Described'.

The only contact from ebay is the one about Simple Delivery and I thought that they would say a buyer has asked us about what or whichever. At the moment I j ust don't know if this person is wanting to get money back or a partial refund just because they have changed their mind. 

I listed my item as a used  item - "the item has been previously used but is still functual, though it may show cosmetic wear" - it clearly states that on ebay.  Further more it does state no returns but I understand there is some leeway in that term. 

And now because they don't want it as something to give as a gift I have to pay for its return and give the money back. If I did nothing wrong why am I responsible? It does not make sense, I always ask questions especially if it is a gift. 

Basically the seller does not win a case despite the pictures and the Used label so I may as well miss out and pay for its return if indeed it comes!

[wads-98]

This is what he said ebay said to them. - "agree on a discount, failing that open a return request which can result in a partial refund, or return of the item with a full refund, or refund without returning the item."  - Why or refund without returning the item?

I'm about to find out how to do this refund with a label for them to return it to me. Its old and I gave a great price on the used item. I can relist again with all the description right. I can't lose both.

[jckl1957 · Accepted solution]

You need to wait now until the buyer does open a return case.

You will get two emails from Ebay.

One will say your buyer has requested a return and give you options (refund, provide a label, communicate with the buyer).

The other email will say the funds for this transaction are on hold.

You can provide a label through the case.

Don't refund until you get the item back.