Buyer wants refund as item isnt what expected/not read description ? Advice Please ?

onredbull

Hiya Everyone,
Hope you are all having a nice week-end.


I have a query regarding a buyer requesting a refund from me and I’m unsure as to what my rights are, How I go about refusing the request of a refund and was hoping to ask and get some advice on this please.

I had an email from a buyer who wants a refund as they are disappointed about the size of the Brand New aftershave as they were under the impression that they would receive a 75ml bottle and if they knew it was going to be a 20ml bottle they wouldn’t not have bidded on this item.

I described my listing as 20ml and nowhere on this listing/my description anything to do with ‘75ml’ or the numbers ‘7’5 so I am assuming they didn’t read the description. I’ve included my description, Item number: 270305506204 and the messages sent below and I’m hoping for some help in how I can word my reply politely and stand my ground (if I’m correct in thinking that I’ve done nothing wrong in my listing and I’m in the right)

I’ve done some searching for similar queries to mine but am still unsure as to my rights and was hoping to get some advice please.
Also I always try and over explain myself and end up writing pages instead of sticking to a few sentences. So please could I get any advice on how or what I can say to explain that my listing was honest and accurate and the seller is the one who (I am assuming) is in the wrong. (if you know what I’m trying to say without being harsh.)

MY EBAY DESCRIBTION
I AM SELLING THIS BRAND NEW BOTTLE OF MEN’S AFTERSHAVE

'CKIN2U HIM'



'CALVIN KLEIN'

EAU DE TOILETTE NATURAL SPRAY

0.68 FL.OZ 20ML



CKIN2U captures the spontaneous seduction of a generation freed by technology. CKIN2U Him is about being spontaneous, sexy and connected.





THIS ITEM IS BRAND NEW IN SEALEDBOX.

CKNIN2U for him is charismatic and uninhibited. It opens with a surge of lime gin fizz and Pomello leaves followed by a burst of freshness from frosted Tangelo. The heart is made up of an unexpected combination of exotic scents and sensations. Bitter Cocoa bean intertwined with fiery Pimento is delicious and hot, while fresh Shiso leaves add a cool contrast to the mix. From start to finish, the suggestive cool Musks linger throughout. This delicious journey reaches its climax with a warm vetiver finish.

PLEASE NOTE THAT THE PICTURE SHOWS A LARGER SIZE BOTTLE BUT YOU WILL RECIEVE A 20ml BOTTLE.


AN IDEAL STOCKING FILLER, CHRISTMAS PRESSIE OR BIRTHDAY GIFT.
PLEASE CHECK OUT MY OTHER ITEMS.

THANKS FOR LOOKING.
FEEL FREE TO E-MAIL IF YOU HAVE ANY QUESTIONS.

PUT THIS ON YOUR WATCH LIST AND GRAB A GREAT BARGAIN!
CHECK OUT SOME OF MY OTHER ITEMS I’M SELLING SIMILAR TO THIS.
I’M HAVING A HUGE CLEAROUT AND PLAN TO BE ADDING MORE ITEMS EVERY DAY THIS WEEK, SO WHY NOT WATCH THIS ITEM AND HAVE ANOTHER LOOK AT THE ADDED ITEM LATER IN THE WEEK.

I AIM TO DESCRIBE THE ITEMS I AM LISTING TO THE BEST OF MY KNOWLEDGE AND ACCURATE. MORE PHOTOS CAN BE SEEN IF REQUESTED.

PAYMENT
PAYMENT CAN BE MADE VIA PAYPAL, POSTAL ORDER OR PERSONAL CHEQUE.
ITEM WILL BE DESPATCHED UPON RECEIPT OF PAYMENT OR CLEARANCE OF CHEQUE/POSTAL ORDER.
POSTAGE
PLEASE NOTE THAT I ALWAYS GET PROOF OF POSTING, BUT THIS IS NOT PROOF OF DELIVERY.
IF YOU REQUIRE RECORDED DELIVERY, THIS IS £O.75 EXTRA, PLEASE LET ME KNOW.
HOWEVER NOT APPLICABLE TO STANDARD PARCELS OR OVERSEAS - OR FOR ANY OTHER POSTAL SERVICE. PLEASE NOTE I AM NOT RESPONSIBLE FOR ANY ITEMS LOST IN THE POST UNLESS EXTRA IS PAID FOR THE ITEM TO BE SENT REGISTERED.


Item number: 270305506204

BUYERS 1ST MESSAGE:-
hi good afternoon,
i have just recieve the item and wheres i'm happy abouth the speed of the delivery i'm a bit disappointed about the size of the product i was under the impression that i was going to recieve a 75ml bottle if i knew it was going to be a 20ml bottle i wouldnt not have bidded on this item.
i will still leave you good feedback in the means of this transaction but i would like to go about getting a refund.
thank you for your time

SELLER (MY) 1ST REPLY MESSAGE.
Hiya, I am sorry that you are disappointed in your purchase but could you tell me why you thought you would get a 75ml bottle when I have outlined in the EBay description and I quote "Size: 20 ml" and in my description I have put the following and I quote "0.68 FL.OZ 20ML" and "PLEASE NOTE THAT THE PICTURE SHOWS A LARGER SIZE BOTTLE BUT YOU WILL RECIEVE A 20ml BOTTLE." I
am going to have a search in the eBay help pages as to your query but feel that I have not done anything wrong in this listing. Regards. Gail.

BUYERS 2ND MESSAGE:-hi good afternoon
i'm not saying you have done anything wrong it just that there has been some form of mishap thats all i will still leave you good feedback it just the item is not what i expected. there must of been some form of mishap as i would not purchase the item off you i'm still going to leave you good feedback

I hope I’ve explained it ok, (in great detail like I usually do – SORRY:o )
:T MANY THANKS IN ADVANCE.:T

Nex0

Personally I wouldn't refund.

They could send a fake back in its place for all you know.

If he cant read the description properly then he should take it on the chin that hes made a mistake and sell it on himself.

notlongnow_2

I think the only thing you may have done wrong is use a stock photo and not a pic of the exect item you are selling. I would no way be expecting a 75ml bottle. It says '20ml' all over your auction.

Suppose its up to you wether you refund or not...personally, I dont think I would.

Also, post seems high. So maybe they presumed (wrongly) that it was a larger bottle with the post cost.

steviebabes

As this item was an auction and correctly described then I don't think you need to accept returns. The buyer mentions feedback a lot so perhaps this is a hint that they would leave a negative if you don't agree to their terms. In a case like this you need to be firm without getting stroppy, mention that you have incurred costs as buyers sometimes don't realise this. If they paid by paypal then realistically they could start a SNAD dispute or even a item not received dispute if you didn't send recorded so tread carefully.

Hintza

How much do you want to avoid a neg?

One other thing saying you are not responsible for items lost in the post is very silly. If you can not prove delivery you will lose an item not received dispute so you shoulfd take that out of future listings.

pulliptears

PLEASE NOTE THAT THE PICTURE SHOWS A LARGER SIZE BOTTLE BUT YOU WILL RECIEVE A 20ml BOTTLE.

Which could be misleading as a lot of "not so savvy" ebayers look at the pictures rather than the text........

onredbull

Hiya, Thanks for all your replies and advice. :T

It was posted 1st class recorded delivery and they got it the day after they paid by paypal.

I admit that the picture that I used does not go in my favour, however I did write this in descriptin to back myself up.

Thank you for the re-assuring advice in your replies that seem to have the same opinion that I have in that havent done anything wrong in my listing, it makes me a bit more confident in my answer/reply. :A

pulliptears

Personally, I think at the end of the day buyers should read thoroughly through the description. I always check not only the picture and descriptions but feedback, other items for sale and in some case what the seller has been buying (especially useful if they purchased say a faulty phone, yet are now selling the same one working..) but Im a bit OCD like that.

zenseeker

You should tread a little carefully because by displaying a picture of a product that is different to the actual item, even if it a simple matter of a different volume amount, could be seen as misleading and could be against Ebay rules, so the buyer may have a genuine claim against you. In the help section I can only find this...

The following are examples of content or actions not permitted in the Community content areas (Reviews, Guides, Blog Entries and Member-Created Product Descriptions):.................

Inaccurate or misleading comments (or other content), which are likely to misinform or deceive users.

http://pages.ebay.co.uk/help/policies/member-created-content-ov.html

Now, the picture could fall under the misinformation part of that. You could be wise to phone Ebay and see exactly where you stand on this.

I once sold an unwanted aftershave, and like you I used a stock photograph, but I made sure to edit out the volume amount because, like yours, it was not the size of bottle that I was selling

soolin

You only have 15 feedback and your stars are poor and the 4.4 stars for item as described means you are borderline for failing according to ebay guidelines. You used a stock photo which is a bad idea as well.

Like HIntza says how much do you want to keep your ebay account? If selling on ebay is important to you then ask for the item to be sent back recorded and unopened and refund. If you aren't too bothered about your account stay firm and just refer the buyer back to the auction text, ignore any mention of the photo. If you do take the neg and probably poor stars your account as a seller will almost certainly be unusuable as your items will be so low down the visibility as to barely be seen at all. You might also run into the '5%' rule and be suspended anyway as you have no more items you are selling that could result in positive feedback to cover the neg.

To see what I mean, go here and enter your user id:

http://auctiontrax.com/sellerratings/snpcalc.html

It shows that 1 neg might be enough to lose you your account based on the 30 day total.

knitknack

If I were the buyer I'd be annoyed - i always look to the photo to see what I'll be receiving - i think you've been misleading.

Why don't you ask what they would have paid for 20ml and refund the difference? Chalk it up to experience and LEARN from this.

Also, it always makes me feel a bit cross when sellers say 'i can't be held responsible for items lost in post' because firstly, well - you can! It's YOUR responsibility to claim for a lost item, not the person on the receiving end, and secondly, what it comes across as is 'i don't care if you get your item or not' - can you imagine if M&S or Tescos took that attitude? Not exactly reassuring for a buyer!!! You could put 'I always make sure my customers are looked after and work hard to ensure that any post mishaps are sorted out for you' and your responsiblities would be EXACLY the same as before, but you'd appear a much, much better bet for the bidding public.

Ok, rant over! LOL