Case Opened How to Proceed

Blether

I sold a pair of leather boots and the seller has now opened a case against me as the boots are not leather lined. The uppers are leather as described there was no mention of the lining. I have already offered to refund but she opened a case. What is the best action.
I have been given 3 options
Full refund
Partial refund
Send a message
Does the refund have to be full including postage.
Is there any mediation on the case or am I just sending more messages to my buyer.
Thanks for your help.

Flyonthewall

Ask the buyer to send back the item for a full refund (item cost + original postage costs) or ask if they would prefer a partial refund (if you're happy to do that).

If you're a private seller you don't have to pay return postage. If you're a business seller then by law you should.

Ebay will only get involved if the case is escalated because you haven't replied or a solution hasn't been reached. Ebay will tell the buyer to return the item for a refund and it being escalated isn't good for you as you get a mark on your account.

onetwothree123

If they were sold as leather uppers then these are exactly as described, shouldnt even have opened a case, cos buyers have the option to ask questions ie are the insides leather? Just that it sounds like buyer regret. How can a buyer know they are synthetic lined? Do they own a leathermill? Most shoes are lined inside with foamy stuff, though thats the insoles and linings ? Unless you got to Harrods (or the elves and the shoemaker!) and specify hand made ones of leather and pay the price for expensive handmade 100% leather boots!

apricotcrush

I’ve just had a look at a listing of mine for a pair of boots and in the item details I’m surprised to see that the lining is described as 100% leather. It is not, and I certainly didn’t describe it as such. I used the new listing form, and it seems that a lot of the form is automatically filled in and you need to remove it if necessary. I didn’t see this at the time and I’m wondering if this is what has happened to the OP.

Unfortunately, I already have a bid so I cannot edit the listing. I’m going to have to ask the bidder if I can remove her bid, edit the listing and then ask her to re-bid if she wishes. This new form is a nightmare.

Blether

The next installment is that I replied to the case saying send back for a refund but she has not responded and the case is still sitting open. What happens if she doesn't respond?

onetwothree123

if the buyer has gone all quiet just ignore them, as on the 8th day after the case was opened, either you or she can escalate the case and add comments (the other party wont see these final notes to the ebay rep) describing why you are asking ebay to now step in and resolve it on your behalves because you have not reached an amicable solution, and do remember and say that the item was exactly as described but you think the seller just changed her mind and didn't like the boots and it was a case of buyer regret. etc

If they decide for YOU they will close the case and take your buyer regret side of things and your HOLD at paypal is released, if they decide in the buyers favour, they will instruct her to return (at her own cost), the boots by signed for /tracked post. Once the item is back with you, go to the casenotes and tick the option box that is on your screen to issue a refund and the case will close and you will get a final valuation fee, or else ebay will issue the refund it after a couple of days if you take too long. The held money in paypal is then reversed to repay the buyer .

I think if you ticked the "return item for a full refund " button your address was sent to the buyer with clear instructions by ebay where to send it ,and they had a tab to enter their tracking number and the courier they used, and I think within 7 days they have to have posted it. So they are maybe packaging the boots up just now.

Blether

An update. It is now 10 days and I have not received the boots. Worried that if I close the case I might then get neg feedback and poor stars but think that my money is not available until the case is closed.

onetwothree123

I would be contacting ebay now, asking what happens, if you are reluctant to escalate the case , but you will win as don't have the goods back, just let ebay now there was no tracking number given and you didn't hear back, and that the boots were never returned for a refund, and deal with any negative if one comes.

Buyer had the chance to return but seem to have chosen not to return them . Your money should be given back to you and released from the hold , 10 days is a long time, ebay will have sent them a reminder to post them , but the choice is up to the purchaser, they have realised they were to pay return post and went off in a mood lol.

the_lunatic_is_in_my_head

Don't escalate the case, if you do the buyer will be told to return the goods and even if they don't and the case times out it will still count against you as seller unresolved. If she hasn't replied just ignore it until you hear further, if she leaves bad feedback ask eBay to remove on the basis she was asking for something not in the description.

Blether

Have just gone in to close the case and can't see anywhere to do that. Case was opened on 11/11 at 7:06 and this is the 22/11 at 7:34 so it has been more than 10 days but there doesn't seem to be any links. Is there something else I have to do?
Thanks for all you help. I wouldn't be able to navigate ebay without it.

theonlywayisup

Blether wrote: »

Have just gone in to close the case and can't see anywhere to do that. Case was opened on 11/11 at 7:06 and this is the 22/11 at 7:34 so it has been more than 10 days but there doesn't seem to be any links. Is there something else I have to do?
Thanks for all you help. I wouldn't be able to navigate ebay without it.

You can't close the case whoever told you that was wrong.

The case can only be closed by you refunding or the buyer closing it. Just sit tight until it times out, which I think is 30 days but don't quote me on that it may be longer.