Buyer requesting refund for "not as described"

SteveVx

Hi All,


I am a long term eBay member with around 300+ rating 100% feedback. Around 25% of my rating is from selling. Anyway I listed a Men's Hoodie and posted several pictures as well as the Make, Style. Size, Color etc.


I sent out the item to the buyer on the same day and this is where things went wrong...


1) The item arrived the next day but ebay tracking (which I know is always wrong) said it would arrive by the 30th Dec the buyer (who has over 600 feedback) emails me straight away requesting a refund. I explain I have checked on the Hermes website and have proof the item has been delivered with a signature. This is disputed, I tell him to check with his neighbor and low and behold he has it! The buyer then blames me for this saying no card was left, and mentions the packing has been ripped. I explain I have no control over both of these issues.


2) The next day the buyer requests a refund by opening a returns request on Ebay. The buyer is claiming the hoodie isn't the right color of blue!! and it's different to what he purchased! In the listing I have 5-6 pictures showing the hoodie and it's color, I also have written on the listing " no returns / no refunds" and also have the option "no returns" ticked on my Ebay settings. The buyer has sent me over 15 messages asking for a refund which I have refused. I have tried to explain to the buyer that lighting and other factors often can make colors like different especially when buying clothes but he will not agree.

Ebay are due to step in on the 28th...do I have any chance of winning?


Pictures attached


( PS Can't post pics because I am new )

Browntoa

Buyer has right of return.......

soolin

SteveVx wrote: »

Hi All,


I am a long term eBay member with around 300+ rating 100% feedback. Around 25% of my rating is from selling. Anyway I listed a Men's Hoodie and posted several pictures as well as the Make, Style. Size, Color etc.


I sent out the item to the buyer on the same day and this is where things went wrong...


1) The item arrived the next day but ebay tracking (which I know is always wrong) said it would arrive by the 30th Dec the buyer (who has over 600 feedback) emails me straight away requesting a refund. I explain I have checked on the Hermes website and have proof the item has been delivered with a signature. This is disputed, I tell him to check with his neighbor and low and behold he has it! The buyer then blames me for this saying no card was left, and mentions the packing has been ripped. I explain I have no control over both of these issues.


2) The next day the buyer requests a refund by opening a returns request on Ebay. The buyer is claiming the hoodie isn't the right color of blue!! and it's different to what he purchased! In the listing I have 5-6 pictures showing the hoodie and it's color, I also have written on the listing " no returns / no refunds" and also have the option "no returns" ticked on my Ebay settings. The buyer has sent me over 15 messages asking for a refund which I have refused. I have tried to explain to the buyer that lighting and other factors often can make colors like different especially when buying clothes but he will not agree.

Ebay are due to step in on the 28th...do I have any chance of winning?


Pictures attached


( PS Can't post pics because I am new )

Even though your buyer is playing the system you will have to accept the return and appeal it when you get the item back. If you don't refund now that a case is open buyer will get his refund anyway and not have to return the hoodie.

Go into the case, allow eBay to send a label (which you will have to pay for) when item comes back refund and then phone eBay and appeal.

Spoonie_Turtle

Browntoa wrote: »

Buyer has right of return.......

From a business they do, from a private seller they don't (if you're thinking of distance selling regulations).

soolin

Spoonie_Turtle wrote: »

From a business they do, from a private seller they don't (if you're thinking of distance selling regulations).

They do if buyer claims SNAD, it's only change of mind returns that a private seller can refuse. However, as can be seen in this example, where a change of mind return is not available some buyers mis use the system to claim SNAD.

Spoonie_Turtle

soolin wrote: »

They do if buyer claims SNAD, it's only change of mind returns that a private seller can refuse. However, as can be seen in this example, where a change of mind return is not available some buyers mis use the system to claim SNAD.

Yes, I meant a legitimate right of return