Item Not Described via Global Shipping Programme

[aqiq007]

Hi All,

So I sold a home entertainment system via GSP worth £700 on to the US and now the buyer has opened an 'Item Not Described' case, stating that the box was open upon receipt and there are parts or pieces missing (the item was originally sent sealed as received from the supplier). When queried upon (numerous emails sent), the buyer does not wish to disclose any more information than the aforementioned and does not want to supply any photos either; instead they have advise that they wish for ebay to decide on the case (01/01/21).

I should mention that I have sold a a few of these without any issues, I have over 800 feedback (100% positive) and the buyer has over 350 feedback (100% positive).

Ebay have given me 4 options: accept return, partial refund, full refund after which, if none are selected, ebay will decide to outcome.

What can I do here:

1) If left to ebay what can I expect the likely outcome of this to be? Will they take into consideration that this package was opened prior to receipt?

2) If returns is selected, then will I be expected to pay out the cost for returning the 8KG item from the US? Even if approved, what if the buyer sends a different item in its place?

3) I am even happy to offer a partial refund but the buyer does not wish to give me any more information.

Please help?

Thanks,

Aqiq

[m25jet · Accepted solution]

In answer to your three questions at the end of your post where you say "What can I do here?":

1)  If you leave it to eBay then once the buyer escatates the case they will decide the matter in the buyer's favour and issue him/her with a total refund, the buyer will get to keep the item you sent and your selling account will be hit with a defect.

2)  If you select the option to have the buyer return the item to you so that you can issue the refund upon receipt of the item you will have to fork out for the return postage.  If the buyer sends a different item in its place use the "Report Buyer" function to log a report with eBay.  If eBay notice a pattern of the buyer doing that type of thing then it'll backfire on him/her sooner or later, in which case the buyer may find that eBay restrict his/her use of the eBay Money Back Guarantee.  In extreme cases of repeat offending the buyer may even be kicked off of the site for good.

3)  Although you may be willing to offer the buyer a partial refund the problem with that is that if the buyer is not willing to accept the offer of a partial refund then unless you issue a total refund before that point eBay will enforce a full refund, or issue a returns label and ask the buyer to return the item to you so that a refund can be issued once you have received the item back again.  eBay wouldn't take any notice of the fact that the buyer has failed to provide the requested information via the case - they're so buyer-biased that they'd just refund the buyer without any hesitation, the end result being that you'll end up being hit with a defect on your account.

I know this all seems very unfair, not to mention extremely one-sided with regards to how eBay handle cases like this, but unfortunately if you sell anything on eBay then you have to be willing to accept that there's a risk that one or more of your sales could go bad on you.  Unfortunately when it comes to Item Not As Described cases eBay will offer you no support whatsoever, thus making it an ideal way for scammers to get hold of expensive items free of charge, albeit at the seller's expense.  In my opinion eBay is no place to sell high value items like the one you posted about here, as the risk that you could lose both the money and the item is very high if the buyer opens a fraudulent Item Not As Described case against you.

[ruby*tuesday]

You will have to Accept the Return and supply the Returns Label through the Case. (unless you prefer to just Refund and let them keep the Item.)  If you don't EBay will Step in and Refund from your Account. You will lose any EBay Credit of your Selling Fees and Receive a Damaging Defect on your Account. 

You are also Trading illegally on a Private Account which is just for Selling your own 2nd Hand Items from in and around your home.You will have HMRC chasing you. You need to correctly Register as a Business. Go to Help and Contact at the top of the Page and Enter "Upgrade My Account." 

[plpmr]

Follow ruby*tuesday advice.

This is a problem with Global, in that the seller has to find some way of getting the item back, even if they cannot supply a prepaid international label.

The last thing you want is eBay involved as they might flag that you are a business seller trading as a private seller.

Also, if it was shown that Global had opened the package [they do this some times] they would be responsible for a refund, but if the buyer won't supply photos - .

[aqiq007]

Thanks for your responses.

What do I do in the event that the customer sends back a wrong item?

Regards,
Aqiq

[tsmgmd]

Nothing you can do without creating a fuss, which as advised could land you in a whole lot of trouble with Trading Standards..You need to consider the fine trading standards can issue.

You also need to consider trading as a unregistered business and not giving your buyers there legal rights means any buyer can return any item to you for any reason upto 12 months from delivery and you legally have to refund in full..

One last point..Your post and responses have drawn attention to the world your trading activity...