problematic buyer - item not as described to force return

[fashionista27]

I have a buyer who opened a case - "item is not as described". It is obvious she simply dislikes the item by indicating it is smaller and that the finish of the item is not of the quality she expected. I am talking about an accessory so one size item that fits anyone. She basically sent the same images as the images from my listing. I contacted ebay and they agreed the item is as described. They encouraged me to use 3 business days before they have to step in to communicate with the buyer and provide her the "proof". Yes, I could argue the brand was making items with the finish of lower quality, provide images of other items from the same brand but isn't it  waste of time? I suspect ebay will expect me to accept the return after those 3 business days and worse, meantime the buyer will get annoyed by me delaying the case so more likely to leave a negative review. How did you resolve a similar issue? is it waste of my time and prolonging the inevitable - return?

[cobwebcottage]

Accept the return, send a postage label and move on.

If you are not selling your own personal unwanted items then register as a business seller and offer returns and you may not get INAD cases.

[susapric-68]

Do as Cobwebsottage said, issue return label and move on. No matter what CS tells you they will side with the buyer in INAD cases. INAD is a drop mic by the buyer

[rjwilmsi]

For a seller it is normally very difficult to win an INAD case. The buyer would have to be asking for something that wasn't included in the listing, so you could prove them wrong. If they say the item is of poor quality you cannot disprove that to eBay (nobody at eBay has ever had this item in their hands) - quality is inherently somewhat subjective.

Therefore I think if you ignore the case / allow it to escalate to eBay you will lose the case and be forced to accept the return anyway (or eBay will decide buyer keeps item for free).

Consider whether accepting returns on your listing would allow these buyers to return at their cost, rather than forcing a return at your cost.

[fashionista27]

I accepted the return. I wish sellers could ask for a refund of sending the item to a buyer in the first place. Yes, buyers can return at their cost but it is me who will have to pay for posting it to them. You refund the total sale including the postage to a customer.

[suelel1968]

It doesn't help you, but it might help establish patterns of behaviour of some buyers, if you report the buyer if they misuse item not described case. And block them. 

[marsm_27259]

I'd just process the return and move on as the buyer will not be happy either was!

[fashionista27]

Yes, I will block and appeal to at least get the postage costs back.

[moldosgifts]

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@fashionista27 wrote:

Yes, I will block and appeal to at least get the postage costs back.

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I wouldn't waste my time NAD case so you'll not get either postage  back. 

Sending is part of the original selling price so you ,must refund that on all returns and NAD case you must pay for the return so not getting that back either.

I have a simple you can return for any reason and i will pay. so far in the last 5 years since introduced it I've had 2 returns.

[rjwilmsi]

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@fashionista27 wrote:

Yes, I will block and appeal to at least get the postage costs back.

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You can try that, though I believe that eBay only have a formal process in place to credit return postage back for business sellers (even then outgoing postage is not refunded by eBay).