Received Nasty Message from Buyer

A_Frayed_Knot

Probably heard this a thousand times before.

As title, received message opening a SNAD case from buyer requesting return (private seller) on the basis that photo shade and description does not match item - they expected Y colour and received X colour and actually admitted it was described as X colour.

X colour is mentioned in title, description and body of description. But as a goodwill gesture agreed a return (not the return case) as they were not happy with shade (by message on the SNAD case). Not good enough, they want me to pay for return postage. Rang ebay who said "We do not expect you to agree a return on this item" (The buyer does not know this).

Have now received a rather demanding, rude and threatening message, also twisting my words in my message to them, which I want to put straight.

Do I report them? answer them?, ignore them? or just let it run its course? or what?

What would you experienced ebayers do?

theonlywayisup

You are stuck between a rock and a hard place. If a buyer doesn't want to pay for a return they will/may open a SNAD.

Is there any talk of the return via messages or is it email?

A_Frayed_Knot

They have opened a SNAD case, all messages are through the open case messages, so ebay will see the demanding, rude and threatening message, and that they admit it was described as X colour which was received.

Lisbon

Annoyed as you rightly are, if they paid by Paypal give them the link to free Paypal returns. They get 12 a year of up to £15 postage each, so hopefully haven't (yet) complained that often!

Moogles44

if they ring ebay or ask them to step in they will send label whether you like it or not Im afraid .

I think you have to take it back but you can always ring ebay when you can ask them to step in if they have abused returns .

A_Frayed_Knot

Lisbon wrote: »

Annoyed as you rightly are, if they paid by Paypal give them the link to free Paypal returns. They get 12 a year of up to £15 postage each, so hopefully haven't (yet) complained that often!

Have done just that - let's see what happens, think I know the outcome before it happens, but will give them the benefit of the doubt.

A_Frayed_Knot

Moogles44 wrote: »

if they ring ebay or ask them to step in they will send label whether you like it or not Im afraid .

I think you have to take it back but you can always ring ebay when you can ask them to step in if they have abused returns .

They actually admitted I listed/described correctly (probably inadvertently), as said they thought shade was Y but it is X. X being the shade I described.

Moogles44

A_Frayed_Knot wrote: »

They actually admitted I listed/described correctly (probably inadvertently), as said they thought shade was Y but it is X. X being the shade I described.

I feel your pain . I sold a dress and said GOLD in title and in listing said GOLD in capitals. It was an overseas sale and buyer was trying to return as she thought it was silver :wall:

It took a huge long phone call with ebay after she opened and item not as described and I had explained it said gold numerous times to her but she also was still persistent. Ebay closed dispute in my favour , especially as it was overseas I think but it’s the only time Ive ever had dispute closed before they can send.

As long as it says correct colour in item specifics I reckon it will be ok.

I bet she opens item not as described dispute. Maybe just wait and see what happens next? Sometimes if polite they cool down a bit when left a little while.

A_Frayed_Knot

Thank you for that - will hold out some hope.

Correct colour was in Title, item specifics and main description.

Then opened a Item not as described stating, wrong colour / Y colour (description is X). That's because it is X, So just admitted I listed the correct colour !!

Do you advise I phone ebay again and plead my case?

janb5

It`s worth a try to ring Ebay but try clicking on ` restricted accounts` because it is so difficult to get through as the ` window ` doesn`t light up.

Good luck.

A_Frayed_Knot

Got through to CS - they advise any item/case opened as INAD, the seller must accept return and pay for return postage, no matter whether described correctly or not. Then appeal.

Trying to word a question without sounding cheeky.


Were you expecting to receive Y or X shade?


That would then lead onto the fact -
a) why would you buy Y when there is NO mention of Y anywhere in the Main Title, Item Specifics and Main Description?
or
b) X - that would mean described correctly, as X is in the Main Title, Item Specifics and Main Description.