Digital wall art

[peachyfinds]

Hi, I create wall art, which I sell on Etsy. I decided to try out selling it on eBay. The intention is for me to send the prints using the buyer's encrypted email address provided in the seller hub.

I sent the prints last night, and I sent a message to the buyer to confirm receipt via eBay messages. The buyer sent a message back this morning, stating they didn't receive it and immediately asked for a refund. I sent a message back asking for another email address so I can resend it, but not heard back. I think this is suspicious. They now have 3 of my wall art prints and requesting a refund. I have been trying to speak to a customer service agent, but not been successful over the past 45 minutes. Has anyone selling printable wall art had this experience? Thanks 

[plpmr · Accepted solution]

You have two basic problems.

You cannot sell your digitally delivered items and you are using a private account.

eBay policy -

https://www.ebay.co.uk/help/policies/prohibited-restricted-items/electronically-delivered-items-poli...

[papso22]

I imagine other people selling this sort of thing will be following Ebay's policies on account type and digitally delivered items.

You will always be at risk of people claiming not received if you list with postage.  Using the policies correctly will protect you.

[*vyolla*]

Nothing you can do here, except to issue a refund -  you can't prove that the buyer has received their order and there is a postage method showing on your listings. 

You've effectively sold an art print in the Art Print category, this makes it a tangible item that you're offering, not a PDF download.

[peachyfinds]

Thanks, I didn't realise private sellers couldn't sell printable wall art 

[peachyfinds]

When I listed the items, I couldn't figure out how to list printable wall art. I've just learnt that private sellers can't sell these types of products. I've requested the buyer sends me an email address, enable me to resend it.

Also when I contacted customer service last night to show me how to obtain the encrypted email address, I wasn't advised I couldn't sell printable wall art. I wasn't advised I hadn't followed the correct listing policy. I've always sold physical items, but thought I'd give printables a try. 

[peachyfinds]

Thank you, hopefully the buyer will send me an email address, and I'll resend the prints.