Open a case

[anddu-45]

Hi can someone tell me how to open a case when eBay has said case closed. Basically I sold a coat and the buyer thought it was a different colour when you clearly see it wasn’t and I stated the original colour on the listing. She wants to return the item but feel it’s not my fault she didn’t read full statues. EBay have said for her to return how do I open a case 

[tressygirl]

I'm a little confused ,  sorry.

You say a case was opened but closed?

It's a buyer who opens a case for item not as described,  you don't open a case as a seller,  for this reason.

If your buyer opened a case and it's now closed,  they cannot open another with eBay,  but they could if they wish,  turn to their payment provider for help with their refund now.

@anddu-45 

[anddu-45]

Sorry I’ve confused you.

So I sold a coat on eBay but she said it wasn’t the colour she thought it
was although I had listed it as beige. And in pictures you can tell it’s
beige. I thought I’d opened a case as well but I’m not good with these
things as you can tell. But got an email to say she can send it back to me
and I’m to refund her. Does that make sense?

[arkwebus]

What sort of "case" do you feel you might open?  The only case a seller can do is for non-payment.   If a buyer claims "non delivery" a seller can succeed only if the tracking shows "delivery" or "attempted delivery".

If the buyer has opened a case for "not as described" you have just 3 full business days to send a post paid label [if you want it back].  You have no time to discuss or argue.  Either with the buyer - or eBay.

The system is - many say - weighted in favour of buyers.    If you do not send the label [or refund without return] then eBay will refund [from your money] and issue you with a defect.  Too many defects and they may restrict your account.

If you accept the return then after the refund you can appeal to eBay.  Success is said to be rare as eBay simply says "we never see what is sent".  As a private seller you do not have to accept returns [for change of mind or "not liking the item" for example] but it is often prudent to add this option to your listings.  The reason is that by doing so the buyer can return and pays for the postage rather than you doing so.  There have been reports [from sellers] that buyers damage items to enable a return and refund.  @anddu-45 

[tressygirl]

You as a seller do not open a  case .

The buyer has to open a case for item not as described,  on receiving the case, you as the seller, have to accept it within 3 days and pay for that tracked return postage.  Once you receive the item back you refund the buyer through the case details,  you have 48 hours to do this.

Stick within those timelines and your seller performance is not affected.

The puzzlement lies with your statement that the case was closed.  If a buyer opens this case and a seller does not respond then the buyer can escalate for a full refund,  the case does not close.

@anddu-45 

[anddu-45]

So basically she has changed her mind because it’s not the colour she
thought it was. However I have put on my eBay I don’t accept returns. Also
it’s her fault she didn’t read full description as it states on there what
colour it was.
Am I best to let it go and have her return it. Just annoyed as I wouldn’t
mind if I had write it was khaki which is the colour she wanted but I
stated it was beige. And you can tell in the photos it was beige.

[tressygirl]

Aaah thank you for that extra information.

If you have put No Returns on your listings,  and a buyer opens a case  for a ' change of mind',  then yes,  it will close in your favour,  you will not have to refund,  and the buyer cannot open another case for this item with eBay.

Politely ignore any further messages from this buyer.

@anddu-45 

[anddu-45]

But eBay has emailed me to say my item will be returned to me.

I don’t agree with that as it clearly states I don’t except returns and
also states the original colour. So I’m unsure of what to do next.

Thank you so much for replying to me.

[tobiasd4]

If buyer claims not as described, you have to accept case, issue returns label and refund on return. 

No point arguing not as described case, you will lose. 

Ebay never see item, but allow buyer return. 

[anddu-45]

Ok thank you for all your help.

[tressygirl]

If the buyer has opened a case for item not as described , that is different from opening one for Change of mind.

The former you cannot refuse and have to accepts and refund.  For change of mind with a No returns, you can refuse.

It then looks here,  the buyer did actually open a case for item not as described.

eBay cannot see the item in question so in  ' fairness' ,  the item is returned to the seller,  buyer receives a full refund.

@anddu-45