How to dispute a decision made by EBay

[gilfar_39]

My buyer has requested to return a dress because she is unhappy with the shade of red, saying that it is too bright a red and has accused me of giving a false description. I described the dress as being vivid red and my photos are of a red dress taken in natural light.

Ebay has taken the buyers opinion as being correct and has told me that I will have to pay the return postage.

How and where can I dispute this decision? All my available automated actions are in the favour of the buyer! 

[sml192]

Unfortunately, if your buyer has opened an 'Item not as described' return request then there isn't much you can do other than to accept the return and issue a prepaid label.  Ebay never sees the item so will nearly always accept the buyer's claim as it is pretty much impossible to prove what the buyer actually received with an online sale.  It is I'm afraid the risk of selling online.

If you had had 'Returns accepted' on the listing then the buyer would have been able to do a 'Change of mind' return instead and then at least pay for the return themselves.

[tressygirl]

Once a case is opened it's all automated,  there's no human contact so no point challenging it at this point.

You will have to refund and pay for the tracked label if you want your item back you must do this within 3 days.  Only refund when the item is back with you,  you then have 48 hours to do this.  Stick within those timelines,  and your seller performance is not affected.

Then,  if you wish,  you can challenge the decision for the refund,  link below shows you how.  I won't admit it's easy,  eBay do not see the item, and usually do believe the buyer, but always worth trying the appeal.

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

@gilfar_39 

[moonlight-rhapsody]

"saying that it is too bright a red"

It's described as "vibrant red" in the listing so I'm not sure how she could think it's "too bright".   If you appeal, ask Customer Service how they suggest you describe it to convey how bright it is if they don't think "vibrant red" does it.

Make sure you block the buyer.

[gilfar_39]

How do I contact Customer Service? I seem to be going round in circles and getting nowhere..

[sml192]

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@gilfar_39 wrote:

How do I contact Customer Service? I seem to be going round in circles and getting nowhere..

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Use the following link to request a callback.  Best to do so first thing in the morning so you get someone from the team in Ireland who are more knowledgeable and have greater authority.

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

8am to 10pm on weekdays and

9am to 6pm on weekends

[4_bathrooms]

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@tressygirl wrote:

Once a case is opened it's all automated,  there's no human contact so no point challenging it at this point.

You will have to refund and pay for the tracked label if you want your item back you must do this within 3 days.  Only refund when the item is back with you,  you then have 48 hours to do this.  Stick within those timelines,  and your seller performance is not affected.

Then,  if you wish,  you can challenge the decision for the refund,  link below shows you how.  I won't admit it's easy,  eBay do not see the item, and usually do believe the buyer, but always worth trying the appeal.

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

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That link is for appealing a decision made by eBay which would only happen if the buyer (or seller) used the "ask eBay to step in" link. I would advise waiting until the dress has been returned then using the "Report a problem" link which will appear when the return tracking indicates it has been received back. This option will show a list of reasons for reporting the buyer and will stop the automated returns case. Ultimately, it might not make any difference to the outcome of an individual case - the refund will be all but inevitable - but it will log a report against the buyer for abusing the MBG. Buyers who receive too many such reports are acted upon. 

[jckl1957]

I would advise you to accept the return, issue a label and refund on return.

For the price of the label, the time, effort and stress you could expend on this are just not worth it.  Just my opinion and I know not everybody will agree!

You listings are mainly for clothes.  I genuinely think that it is worth having a 14 day return policy on clothes.  That way, if the item doesn't fit, isn't quite what the buyer wanted or expected, or the buyer is just a little disappointed, they can send the item back at their own expense.

Because you have a 'no returns' policy, the buyer can only return clothing to you by opening a 'not as described case, so you have to pay the postage.

Just a thought!

[kyanyama]

Your buyer may not want the dress.  It could be too tight or she may really not like the colour but you won't every know, or she could just be hoping for a freebie.

When you have a case opened - especially when it's a Not as Described case you only have 3 days to sort it the way eBay expect you to.  You can try and contact CS at eBay (mornings are best to get the local folk compared to the overseas folk).  But as the buyer has a case open you will end up either giving it to them as a freebie or accepting a return at your cost.  I personally won't give any item away cos there are buyers who 'play the game' cos it's a biased system.

Best to accept the return, pay for the return, and re-list at a slightly higher price to cover the cost of the return label.  You might find the buyer doesn't return it but were hoping the seller was just gonna refund without a return!  A lot of sellers' are quite lazy and and accepting a return is a hassle - and a lot of buyers' know it.

And ADD the buyer to your blocked list.  Easy to forget afterwards.  You don't want to sell to them again.

I had similar a good while ago.  Buyer bought an item, claimed it was faulty and wanted to return it.  I could prove it was in a working condition when I received it back but eBay wasn't interested.  The buyer had bought the same item cheaper from a different seller soon after they won my auction so returned mine for a refund.  When I told eBay the story they just replied, "You have your item back now refund the buyer".  End of!  I did sell it eventually for slightly more to cover the cost of the return.

Every day is a school day!

[gilfar_39]

Many thanks for your help.. it’s not even about the money it’s the principle, the way EBay works. 
I take your advice, and will definitely block the buyer.

[vinylscot]

To be fair, it doesn't really look very "vibrant" in your photos, and they may be what the buyer based their purchase on.

As mentioned above, if you had allowed returns, the buyer could have returned it at their expense, but you didn't give that option, so they had to come up with a reason for returning.

As long as you get it back, in its original condition, just agree to the refund and move on. And add the buyer to your "blocked bidders" list. 

[suelel1968]

Hi @gilfar_39 you just need to learn to suck up this sort of thing or you will go crazy. Refund and block is my mantra. For most things I don't actually ask for it back.

A couple of things you could try is put a disclaimer in your description about colours showing differently on different computers. It may stop some complaints, but is not binding. Also where colours are an issue try doing one photo with a well known biscuit or bag of crisps or piece of fruit, like Kitkat for red or an orange for orange to give a point of reference for the buyer.

Nothing will help with the buyers who don't read the descriptions.