Buyer thought item was different colour. EBay accepted their reason under Money Back Guarantee?!

[bidnessclass]

Long story short, I sold a hoodie on eBay and listed the colour (navy blue) in the item specific and listing description.

The buyer filed a case under eBay’s Money Back Guarantee saying they thought they were buying a black hoodie and not blue and claimed as ‘item not as described’ - eBay have accepted and closed the case in their favour. 

What is going on???!!! I couldn’t have made this any clearer and clearly stated no returns per my listings. 

Seriously considering leaving this platform as the seller has no security whatsoever! 

[*vyolla*]

Did you not have the opportunity to accept the return?

[bidnessclass]

Yes I did but I didn’t want to. I clearly stated no returns and described the item colour accurately in the listing. It’s the buyers responsibility to ensure they read this.

[john1297576]

Ebay usually backs the buyer, however unreasonable the claims made. Would think no human involved in the decision and robots do not recognise colours.

Possibly because you have no returns, that covers change of mind returns, buyer invented reason. It can help to actually accept returns as buyer has to pay return postage, which will in many cases put them off the idea. Not as described with seller having to pay return postage as well as refund is an expensive business.

[bidnessclass]

So eBay should honour this in my favour or I’ll consider leaving the platform if this is what’s likely to happen as I start selling more. 

Ridiculous! 

[*vyolla*]

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@bidnessclass wrote:

Yes I did but I didn’t want to. I clearly stated no returns and described the item colour accurately in the listing. It’s the buyers responsibility to ensure they read this.

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Ah, you should've accepted the item back. Sellers have no choice but to accept a return if a buyer claims that their item doesn't match the description or photos. Once you had it back you could then have reported the buyer and hopefully got the cost of the postage label.

If you decline a return then the buyer may end up with a refund and the item.

[bidnessclass]

I managed to get hold of eBay and they told me to wait for the return and once received, I can contact eBay and claim seller protection, which essentially lets me report the buyer as violating the eBay money back guarantee guidelines as I had described the item accurately.

I just don’t understand what happens… do I potentially keep the item and money? Does the buyer get refunded if they violated the guidelines? Do I return it back to them? Confusing to me… But they seemed adamant that I’ll be favoured. 

[*vyolla*]

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@bidnessclass wrote:

I managed to get hold of eBay and they told me to wait for the return and once received, I can contact eBay and claim seller protection, which essentially lets me report the buyer as violating the eBay money back guarantee guidelines as I had described the item accurately.

I just don’t understand what happens… do I potentially keep the item and money? Does the buyer get refunded if they violated the guidelines? Do I return it back to them? Confusing to me… But they seemed adamant that I’ll be favoured. 

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Everything about that advice is incorrect.

The buyer has no incentive to return the item now, and if a refund has been made and the case closed then this is now outside of eBay.