Refund

[cblack68]

Hi All. I need some advice please, as its 1.05 am and a buyer has just messaged me to tell me the item isn't the size stated on my description or the label. I always show the labels in photos as proof of the size and surely that's all that I can go by? She's saying she wants a full refund yet has had the item since 29th March, its now, as I said, 1.05 am 8th April. So has had item for over a week! I have a feeling she's going to get to keep the jeans and get a full refund, which annoys the hell out of me!! Is there anyway I can win this? Tia

[tressygirl · Accepted solution]

When listing items it's always wise to add all relevant measurements,  e.g. waist, chest length, as we know that one sized a  Medium in one store / Brand,  can be totally different to another.  Adding those vital measurements will prevent what has happened here.

If the buyer wishes to return for the reason ' does not fit' you can refuse as you have a No Returns on the label.

If they open a case fir item not as described,  you will have to accept the case within 3 days.  Cases are all automated no point challenging it at that point.

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

@cblack68 

[cblack68]

Thankyou for your reply.

I pointed out to her that she had had the item for a long time to just now tell me there was a problem. I also got in touch with ebay to ask advice from them, they tbh, were very good and said to ask her to ask for a return request, i passed this onto her but I haven't heard from her since. That speaks volumes!! 

Thanks once again 🙏🏼

[tressygirl]

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@cblack68 wrote:

Thankyou for your reply.

I pointed out to her that she had had the item for a long time to just now tell me there was a problem. I also got in touch with ebay to ask advice from them, they tbh, were very good and said to ask her to ask for a return request, i passed this onto her but I haven't heard from her since. That speaks volumes!! 

Thanks once again 🙏🏼

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Yes, it does speak volumes. 

Message her no more,  but keep an eye on your account,  in case she does decide to open a case,  as you then have 3 days to accept it, or they can escalate it to eBay.

@cblack68 

[cblack68]

I just thought id let you know as you were so good at helping me. She has put in a return request, I have a no return policy but in this case I've decided, I don't want her to have both money back and keep the item! So I have accepted as I know she will get her money back, as that's what eBay do to look like the good guys, never mind the private sellers who are getting ripped off, but hey ho!! I have paid for the parcel to come back to me. She took a picture of the items waist measurement, but incorrectly started the measurement an inch in, so instead of it showing 17 inches across ( which is uk ladies size 16 which is the size of the item on the label ) it showed 16 inches. I cannot believe that she actually took a picture of the measurement, showing that she has blatantly lied, pathetic. Anyway, ebay have said that when I get the item back, to get back in touch with them, and take another couple of photos for them to have a look at and they will take these into consideration!! I won't hold my breath, but at least she won't have both the money and the jeans! Thanks once again, much appreciated your input 👍🏼 

[tressygirl]

Thank you for coming back with this, and yes,  I agree once a return has been opened in my humble opinion is to accept it back and refund.  Then,  you can appeal a decision for a refund if it's wrongly been made.

I won't lie,  appeals are not easy as eBay do not see the item,  and do tend to side with a buyer, as they want in the end,  for that buyer to come back to their site.

However, with photos and obvious different measurements the buyer provided , will hopefully help you.

One more tip,  when contacting eBay do so only very first thing in the morning , when the lines first open on a weekday at 8 a.m. as there's more chance of Dublin answering,  only speak to them.  Its's a Call Back option so you'll hear,  if it's the dulcet tones from the Emerald Isles!

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

@cblack68