please help!!ebay advice needed!!

cheekylilbint86

Hi ebayers, I'm a bit stuck as to what to do about an email I had from my very first buyer today. I listed a pair of trainers as "trainers (converse style) size 9 mens", with no refund or returns policy and sold them at the beginning of the week. Today I signed in to my ebay account and found an email from the buyer saying that he was returning the goods as "they are not suitable" and he owns a pair of Converse trainers and the trainers he bought from me "are not of the same quality" and requesting my address so he could return them. I responded with my address and said it wasn't a problem but that he should note I did not advertise them as Converse trainers. I also said that he would need to advise me how to refund him through ebay.However, having relayed all this to my friend who is an ebay pro, she advised me that I am under no obligation to refund the money the buyer paid for these goods as a)I had a no returns policy and b)I clearly stated in the description that they were only "Converse style" and not actually Converse branded.I'm a bit unsure what to do now?What are the channels I should be using to contact ebay and find out whether I AM obligated to refund this buyer??
Any help will be very gratefully recieved. Thank-you in advance, Beverlie.

*Scottish*Lass*

I agree with your friend. If you listed as 'converse style' then it should have been clear that they were not actually 'converse' shoes. Send a polite message explaining that you have been advised that as your listing made it clear the item was in the style of converse & not actually converse branded that you are not obliged to refund them. They probably won't like it, but I've been in the position before where I've misread an item's description & when I've gone back and re-read it, after receiving what I've thought is the wrong item, I've realised its my fault & thats been the end of it. They can't blame you for what is really their mistake.

bing0

I would ask if they are prepared to take a small refund as a 'goodwill' gesture.....explain that they have made the mistake,and that even if you decide to take them back,they are liable for postage (and you'd want them back recorded delivery).

If you have no luck then ask them what they think is reasonable,as you never stated a refund was available.Its better to reply and sort it out,rather than leave it and hope the problem goes away.Hope this helps

pinkgem

http://pages.ebay.co.uk/help/policies/keyword-spam.html

NeilJung

You're not allowed to keyword spam your listing titles, as the link above will tell you. Also while you are not obliged to accept returns as a private seller, if the buyer opens up a SNAD dispute you are sure to loose and will have to refund anyway. Basically it's up to you if you want to try and keep the buyer sweet and avoid a probably negative feedback if you don't.

It's not very clever of your buyer to expect the same quality from a non branded product, and I wouldn't be happy in your position either, but that's ebay for you. I would refund and if they asked I would probably cover their return postage, despite the fact that they should really be responsible for that. Buyers hold all the cards on ebay I'm afraid.

If you are happy to take a possible neg then you could just politely explain that you did not advertise the shoes as converse and there was no reason for the buyer to assume they would be the same quality for the much lower price. However, if they open a paypal dispute you are very very likely to loose.

Also you've already said you will accept the return, so doing a turn around on that will probably enrage an already edgy buyer.

heskpesk

*Scottish*Lass* wrote: »

I agree with your friend. If you listed as 'converse style' then it should have been clear that they were not actually 'converse' shoes. Send a polite message explaining that you have been advised that as your listing made it clear the item was in the style of converse & not actually converse branded that you are not obliged to refund them. They probably won't like it, but I've been in the position before where I've misread an item's description & when I've gone back and re-read it, after receiving what I've thought is the wrong item, I've realised its my fault & thats been the end of it. They can't blame you for what is really their mistake.

I disagree Ebay do not look kindly on the use of the word "style" as it is misleading. You have used the word Converse in the title to attract buyers and the trainers are not Converse. This is known as Keyword spamming and you were lucky that your listing was not reported for Keyword spamming before the item ended. SOrry if this is not the answer you hoped for but I had an item removed when I was very new for using the word style as it was misleading

frivolous_fay

It would have been ok if you'd put 'converse style' in the listing, but as you put it in the title, you kinda walked into a whole mess of ebay contraventions Refund the guy and learn from it

cheekylilbint86

Thank-you all for your replies, I had a few on the ebay forum too and it does look like I am to blame for saying they were "Converse style". As a new user I was not aware that this was unacceptable ebay etiquette but will definitely bear it in mind for future listings.As I told they buyer I am happy to refund him if he is unhappy with the item, I don't like upsetting people, but I would have thought from my listing that it was obvious that they aren't actually Converse brand (especially as I clearly stated the actual brand name in the description) and I'm afraid I have to agree with what NeilJung said, "It's not very clever of your buyer to expect the same quality from a non branded product", as they are brand new trainers with an R.R.P off £14.99 and I listed them for £3.99. Oh well, what can I do? I really do appreciate everybody's help with this issue though.Thanks guys

NeilJung

Lots of buyers seem to think that ebay is some try before you buy scenario with sellers responsible for their poor buying judgement. Unfortunatley the way the rules are set up, it does tend to favor that approach. These people should realize it's an auction site and they bid solely on the description and pictures. If an item is as described they have no grounds for return but they will still expect it and blame the seller for their own inflated expectations. It's part blame culture and part current ebay culture. As a seller all you can really do is give as much information as possible, lots of pictures that show the item exactly as it is and don't try to put lipstick on a pig. Still this won't be enough for every buyer. Some will always take advantage of the system and not all are reasonable. Most however, in my experience are. Guess I've been lucky overall.

cheekylilbint86

:rotfl:Lol, lmao at "lipstick on a pig"!!thanks Neil, I had completely stressed myself out over this but that made me chuckle!:rotfl:

anewman

I see a cute woman