Postage on returned item - negative feedback

cte1111

I'm hoping one of the helpful ebay sellers on here will be able to advise me.

I've recently sold a few items on ebay, including a blu ray set. It was 3 blu rays and the packaging was all still new and shiny so I listed it as 'As New'. The buyer has received it and said that they think it should have an outer cardboard sleeve, which I'm not sure that it came with. I've told them this but they said they wouldn't have bid on it without the sleeve, so I've offered them a full refund if they return it to me.

They have now given me a negative feedback complaining that I didn't offer to pay for the return postage on a 'mis-described' item. I thought ebay rules were that the receiver had to pay the postage? I've never had a complaint before but when I've been sent the wrong fabric on ebay, I had to pay £30+ to return it so thought this was the status quo.

So what do I do now? I feel I've been fair in offering a refund despite not agreeing that the item was misdescribed, because I didn't want unhappy buyers. But they've still given me a negative, solely because I followed ebay's rules on returns.

soolin

cte1111 wrote: »

I'm hoping one of the helpful ebay sellers on here will be able to advise me.

I've recently sold a few items on ebay, including a blu ray set. It was 3 blu rays and the packaging was all still new and shiny so I listed it as 'As New'. The buyer has received it and said that they think it should have an outer cardboard sleeve, which I'm not sure that it came with. I've told them this but they said they wouldn't have bid on it without the sleeve, so I've offered them a full refund if they return it to me.

They have now given me a negative feedback complaining that I didn't offer to pay for the return postage on a 'mis-described' item. I thought ebay rules were that the receiver had to pay the postage? I've never had a complaint before but when I've been sent the wrong fabric on ebay, I had to pay £30+ to return it so thought this was the status quo.

So what do I do now? I feel I've been fair in offering a refund despite not agreeing that the item was misdescribed, because I didn't want unhappy buyers. But they've still given me a negative, solely because I followed ebay's rules on returns.

Actually ebay slightly misrepresent the situation.

For items that are faulty or not as described a buyer is entitled to be in the same situation as they were before the transaction. Under DSRs the buyer could even have asked you to arrange collection.

However, ebay cannot force a seller to refund the return postage, many do if item is SNAD and some do not.

the_lunatic_is_in_my_head

Slipcases are often limited to early production runs and should only be assumed to be included if pictured or described as included. I'd try calling eBay and going for a removal based upon the buyer asking for something that was included as part of the sale.

cte1111

I don't feel that it is SNAD though, in fact I feel that the buyer has bought the blu rays, watched them and is now looking for an excuse to return them and not pay for them.

Crowqueen

That's a great assumption to make - particularly because it gets you out of refunding, and partly because it means it's their responsibility not yours. Nevertheless, you are still responsible if they do have a legitimate complaint.

If you showed the slipcases, then the buyer has a case. If you don't, then Ludo is right - but it's important to treat buyer complaints at face value, because as a seller you don't want to be put in the position where they are proved right through a dispute as well as having left you a neg.

Incidentally, under the Distance Selling Regulations, buyers do not have a right to return sealed media that was unsealed by them, but they may have a right when the media is unsealed to begin with, if you are a business. If you are not, you are still subject to responsibility for description - and that's the buyer's call, not yours.

the_lunatic_is_in_my_head

It's hard to say there are a lot of people out there particular about collecting with slipcases, etc or perhaps they were a chancer after a part refund?

What did the buyer say they wanted you to do when they emailed to complain?

cte1111

Crowqueen wrote: »

That's a great assumption to make - particularly because it gets you out of refunding, and partly because it means it's their responsibility not yours. Nevertheless, you are still responsible if they do have a legitimate complaint.

If you showed the slipcases, then the buyer has a case. If you don't, then Ludo is right - but it's important to treat buyer complaints at face value, because as a seller you don't want to be put in the position where they are proved right through a dispute as well as having left you a neg.

Incidentally, under the Distance Selling Regulations, buyers do not have a right to return sealed media that was unsealed by them, but they may have a right when the media is unsealed to begin with, if you are a business. If you are not, you are still subject to responsibility for description - and that's the buyer's call, not yours.

I'm not a business, I'm a private seller. And I have offered a refund, despite not agreeing that the item is mis-described, exactly for the reasons you state, e.g. I don't want a disgruntled buyer. I didn't show the slip cover.

Thanks for everyone's thoughts, I've phoned ebay and they say they will review the feedback and it should be removed.

cte1111

ludovico wrote: »

It's hard to say there are a lot of people out there particular about collecting with slipcases, etc or perhaps they were a chancer after a part refund?

What did the buyer say they wanted you to do when they emailed to complain?

They didn't say, they just said they wouldn't have bid without the slip cover, so I immediately offered them a refund. He then asked if I was going to pay for the return postage and I said that I believed that ebay rules were that the buyer paid return postage.

Next thing I know I've got the negative feedback without any further correspondence. They've not progressed it through the ebay channels, just gone ahead and given me a negative.

the_lunatic_is_in_my_head

If eBay don't remove, check the purchase history:

http://www.ebay.co.uk/sch/ebayadvsearch/?_sofindtype=3&&_in_kw=1&_sacat=See-All-Categories&_adv=1&_ftrt=901&_ftrv=1&_sadis=200&_fpos=Postcode&_sargn=-1&_salic=3&_saact=3&LH_SALE_CURRENCY=0&_saslop=1&_saslt=2&_sop=12&_dmd=1&_ipg=50

to see how many DVDs/BLU RAY they buy, particularly any listed as limited or with slipcases to get an idea of whether their complaint is genuine (not right or wrong just whether the buyer was actually miffed about the purchase), also check the feedback left for others to see if there are any indication (bad or good f/b) of returns/refunds. If they buy a lot check the titles on Amazon to see if they buy to resell.

It's very hard to gauge complaints and you have to assume it's genuine until the data available suggests otherwise but in your case I wouldn't be offering to return the return postage either unless the listing offered any indication of a slipcase (including, if used, the stock photo showing a different cover to the actual BLU RAY).

kurgon

cte1111 wrote: »

They didn't say, they just said they wouldn't have bid without the slip cover,QUOTE]
I would suggest that if a slip cover was that important and the photo didn't show it, then I personally would have asked if it was there before bidding. Hopefully you will get the feedback removed.

cestlavie

i agree with kurgon. if it wasn't shown on lisitng then it was up to buyer to ascertain if it was a deal-breaker.