what does it take for an item to be "not as described"?

spinning_hamster_wheel

Hi,

I recently sold an item on ebay, now the buyer has come back saying she wants a refund as it is not as described. I used a stock photo in my listing as my camera wasn't taking good pictures of the item, but forgot to mention this in my listing, I didn't even realise at the time that there was any difference. My item has an inscription on it that the photo doesn't show. I mentioned in my listing "item is inscribed bla bla bla" but they say they want a refund as its not the same one as in the photo. It doesn't affect the value of the item in any way.

Many thanks.

Moglex

If it's not the same as the one in the phot you should probably give them a refund even if you did do your best to point out the difference.

The trouble is we all know that people are muppets and don't read the listings properly (I've even qualified for muppethood my self on occasion), so it's best not to use a stock unless there is no discernable difference with the item you're selling.

spinning_hamster_wheel

I didn't even think there WAS a difference tbh. My OH thinking their just trying it on because they've changed their mind about it. It has the designers name inscribed in small letters at the front, thats the only difference, it might actually be in the stock photo only from the angle you can't tell I'm really dissapointed, I hate ebay trouble.

I think I'll just refund to save any hassle but would paypal automatically find in the buyers favour anyway?

honeypop

If you decide to refund them, don't send the refund until you have received the item back.

Have you asked them in what way they feel it is not as described? If you agree, ask them to return the item (and get proof of posting) and you will refund via the method they used to pay, on receipt of the item. If you don't agree with them and believe you are right then let them dispute it.

I once won a t-shirt described as size 8-10, when it arrived the label said Large and due to it being very large, there was no way it would have looked right when worn due to the style, therefore was a pointless purchase due to the wrong size described. I reported it as item not as described, they sided with her as it WAS the t-shirt in the photo I received, no matter about the wrong size.

Anyway, my point is...they don't always side with the buyer.

spinning_hamster_wheel

honeypop wrote:

If you decide to refund them, don't send the refund until you have received the item back.

Have you asked them in what way they feel it is not as described? If you agree, ask them to return the item (and get proof of posting) and you will refund via the method they used to pay, on receipt of the item. If you don't agree with them and believe you are right then let them dispute it.

I once won a t-shirt described as size 8-10, when it arrived the label said Large and due to it being very large, there was no way it would have looked right when worn due to the style, therefore was a pointless purchase due to the wrong size described. I reported it as item not as described, they sided with her as it WAS the t-shirt in the photo I received, no matter about the wrong size.

Anyway, my point is...they don't always side with the buyer.

They just said the item in the picture does not have an inscription (with the designers name on) and the item you sent does, I want a refund because its not the same as the picture. My point is I mentioned in my listing the inscription as its what gives the item its value. I just didn't mention I'd used a stock photo, it sounds really naive now but I didn't think I needed to.

Omertron

As long as you described the fact that the item had an inscription, I figure you're ok.
You might want to offer the buyer a refund minus your costs as a good will gesture.

Moglex

spinning_hamster_wheel wrote:

They just said the item in the picture does not have an inscription (with the designers name on) and the item you sent does, I want a refund because its not the same as the picture. My point is I mentioned in my listing the inscription as its what gives the item its value. I just didn't mention I'd used a stock photo, it sounds really naive now but I didn't think I needed to.

I don't think you did.

I don't think you're actually in the wrong here.

I only suggested you give a refund for pragmatic reasons.

Apart from anything else, pp are not reliable and a decision can go either way no matter what the rights or wrongs.

Also you could get a neg even though the buyer is being a muppet (you could even if you give a refund, but the chances are much smaller).

Good luck and sorry you've had this bad experience.

honeypop

You clearly said it had an inscription, so I don't think you should refund. Ask them to take another look at the description on the listing where it says there is an inscription, so therefore it IS as described.

If they end up leaving negative feedback, you can always repond to it with a short explanation such as 'buyer didn't read description properly' and everyone will see this underneath the negative feedback an make their own decision as to whether it was justified or not.

Stand firm with them, even if you refund them voluntarily they'll still probably neg you, so as you've done nothing wrong stick to your guns and point out their mistake of not reading the description properly.

Good luck!

spinning_hamster_wheel

Thanks a lot for your replies. I was expecting to be shot down in flames for using the wrong picture, but I honestly didn't realise there was a difference. Its kinda like buying a Hitachi TV off ebay then complaining because it says "HITACHI" on the front of the set. I was really pleased when my item sold too, I wish ebay/paypal were more helpful in matters like this, I realise I was in the wrong by using a stock photo but I guess its just a question of "how wrong" was I.

Moglex

I don't think you were necessarily 'in the wrong'. But your own photo is always a better bet as some buyers find stock photo's take away something from the seller's credibility.

I realise it must be a tough call if your camera's not too hot as I know that a really bad photo can take away ALL a seller's cred.

missile

It seems to be a bit of a lottery with Paypal. I advertised a second hand item with photo and described it as good condition - which it was! Buyer made a claim back and I was very surprised when Paypal decided in their favour.