Buyer "presumes" colour then complains its not colour she thought and wants refund??

karenx

I sold some expensive nail varnish colours on ebay. As from the bottle you cant see the colour I took a standard pic from the makers website which tells you about the products and used that on each of my listings.
When listing I put the colour name in the title and also in the listing I stated what the colour was.

Sold them all and now a buyer has contacted me wanting a full refund as its not the colour she thought. She "presumed" it was red but she got a grey colour, the colour that was stated.

She has said in the ebay case those exact words also that she "presumed". If she wasnt sure by the name she should of looked it up or asked what shade it was before bidding and winning.

I have told her already in a message before she opened the case that I cant refund purly because she "presumed" what the colour was and that theres nothing wrong with it. Also my listing states no refunds.

Are ebay going to side with her and tell her to send it back for a refund? As I really dont see why I should refund her, its not my fault and I have stated no refunds.

Ebay are always on the buyers side and never on the sellers side

rockin_plumber

From what you say then you should win the case, as you have listed correctly.
You are at the mercy of eBay now....

Just beware that because you put "No Refunds" in your listings...
.........don't presume it will make you bullet-proof.

Its eBays playground and you play by their rules

MyOnlyPost

Are you a private or business seller?

Business sellers have to accept returns, regardless of what they put in their listing. When eBay give a choice of "returns accepted" this only applies to private sellers and only applies to buyers remorse. Buyers can always return items if not as described, regardless of what the listing says.

In this case because the buyer has admitted she thought it was a colour which clearly isn't what was described in the listing then you should be ok unless there is anything in your listing that could be misleading. If for instance you used a picture which showed the colour she wanted or there was some reference within you listing that could be misinterpreted.

emweaver

Youll end up refunding her Ive lost 2 disputes for buyers presuming items were included which were not in the listing nor the photos.

prowla

Is the dispute an "item not as described" one?
If so, then you can point out that it was as described.

techspec

Where did she get red from if it was grey? Your not one of those sellers who show a picture of different colours are you - and then have the actual colour in the title.

If the title AND photo AND description say grey - then you should emphasise this fact in your responses. Its clearly as described if so.

Also , how do you know it as not been opened and tried - making if difficult to re-rell? Was it sealed? If so - ask if it still is.

If paypal do offere refund - make sure you insist its returned - tracked!!!

I sold a £10 nail varnish for 99p inc postage. I listed the make and colour and a clear photo. I received a neg and low stars - as it was not the shade she expected. Ebay would not listen and REFUSED to remove the feedback - until i had a stroke of luck. She offered to remove it herself for £5 - to cover her inconvenience. I forwarded the email to ebay and they removed it. But until that point - it was like talking to a brick wall.

karenx

I am a personal seller, i used ebay alot ages ago then stopped because of things like this. Came back on to sell a few things and then this happens again!
Everything clearly stated the colour and she has admitted she presumed it was a different color. In the case she has also put it was very misleading as I didnt state the colour - ie grey. Just put its name. To me thats not misleading at all, if you arent sure what the colour looks like you would look it up? Not just pick a colour out the air and hope the one your buying is that!

No responce as yet but I can tell Im going to have to refund this

MyOnlyPost

karenx wrote: »

No responce as yet but I can tell Im going to have to refund this

To be fair it is your responsibility to ensure the listing is correct, so why wouldn't you put the colour rather than just the name?

That said unless the grey is called "crimson blush" or some other misleading name I doubt the buyer can win a NAD claim without lying.

soolin

I think having used a stock photo seriously weakens your case and if I were you I would refund, through gritted teeth if necessary on the basis you are more likely to avoid poor feedback that way.

Oliver14

I agree with the others I'd refund as you listing wasn't clear using a stock photo and ambiguous name for the colour.

Azmataz

karenx wrote: »

When listing I put the colour name in the title and also in the listing I stated what the colour was.

As a matter of interest, what was the name of nail polish shade?