Help! I've received a return/refund request due to a misunderstanding on the buyers behalf.

[jam_makes]

Hi, 
I'm looking for a bit of help and advice on a recent sale, I've only just started selling some of my used possessions on ebay to make a bit of money since being out of work. 

I recently sold a used LED video light kit (Item #306128345426) consisting of:

2x Yongnuo YN600L LED Lights
2x Yongnuo YN300 LED Lights
2x Softbox Diffusers
The buyer has opened a return request demanding a full refund, stating that they assumed the sale included batteries. However, my listing did not include any mention of batteries or power adapters, as these items are not provided with the lights from new. I only referenced the type of batteries the lights use ("They all take the same Sony style NP-F batteries or can be mains powered") to inform the buyer of their power options.

To demonstrate that the lights were in working order, I included a couple of photos showing them powered on with batteries attached. However, none of the listing photos, including the stock images, suggested that batteries were part of the sale. Additionally, some light stands visible in some images were used purely for photographic purposes, to hold the lights up for the photos and were not included in the sale either.

I have already messaged the buyer to clarify this, but they have proceeded with the return request. I am concerned that this misunderstanding may result in me being forced to accept the return and issue a full refund, despite my efforts to clearly describe the item and its contents. My listing also clearly stated that returns are not accepted.

I was hoping to get some advice on how I should proceed? I do not believe a return should be accepted based on an incorrect assumption made by the buyer.

Thanks in advance for any time taken to help. 

[tressygirl]

If they agree with your explanation ask them to close the return case,  if they don't, because cases are all automated no human contact so you do have to act.  If it stays open,  and it is a case for item not as described is opened, you will have to accept the case within 3 days.  

If you want the item back,  pay for a fully tracked return postage,  and only refund through those case details,  when the item is back with you.  You will have 48 hours to do so.

Stick within those timelines,  and your seller performance will not be affected.

If you think the refund was unjustly granted,  and the buyer has abused eBay's 30 day MBG,  Money Back Guarantee policy,  you can appeal the decision.  I won't lie, it's not always easy,  and does favour the buyer in most cases. 

This explains the appeal process:

https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-outcome-case-seller?id=4369

@jam_makes 

[tobiasd4]

Once buyer opens not as described case, no point arguing,

issue returns label & refund in full on return.

You should have mentioned that NO batteries or mains power were included.