Rejecting return/refund request as a seller

Emily_Joy

The listing was for food processor components (bowl, knives, etc) as the main unit has sadly died. The buyer opened a case claiming "the item is not as described" because the main unit is missing. The main unit was never included in the listing in the first place, there was no pictures of it either. The listing clearly says it is components only. The eBay gives me, as a seller, two options:

1. send return label;
2. offer partial refund.

I don't agree with either because as far as I am concerned I have done nothing wrong.

What do I do?

Foxylady9

You should phone Ebay and tell them. Hopefully you will speak with soneone who understands what yoy are saying and they will agree with you and intervene.

soolin

I agree , phone eBay and explain clearly that item is as described in listing. Sold as parts only, no main unit shown or implied as included.

That does assume that you didn’t list it against the main catalogue listing under food processors. I have won several SNADs like this as a seller over the years where my listing was correctly listed for parts and my item specific boxes very clear.

MattMattMattUK

Unfortunately regardless of what you actually do, or the fairness and correctness of the listing, eBay will probably side with the buyer, refund them and charge you for the privilege.

kalsha

I had more or less the same happen to me. I listed parts of a food processor - not the main body. I had mentioned the model number of the main body and mentioned that the buyer should find out if a particular part fitted in their different model by going on Kenwood's website.

Buyer bought it and then wanted to return it saying it didn't fit his model. Ebay gave the same 2 choices - return label or refund.

I rang Ebay and explained that I had done all the right things and it was not my fault she bought without checking. Ebay closed the request there and then.

Ring them.

Emily_Joy

I generally avoid phone calls when I can spend a lot of time on hold; so I reached an eBay representative via online chat. It took about 15 minutes and the case has been closed in my favour. However, I have been given to understand that the buyer will be refunded by eBay using "eBay guarantee". It seems that all UK buyers are collectively funding those who have troubles understanding the listing description. But @MattMattMattUK was a bit overly pessimistic.