Buyer opened a claim for item not discribed.

[cedarridgecompanycom]

I have been selling on ebay for a while under another account and I understand the importance of accurately describing the items, so I do that the best I can.

I have a buyer that did not read the listing description at all, only the item title. They are not happy with their purchase and is demanding a full refund including shipping both ways.

If I did not described the item properly then I understand that’s my fault and I have no issues with a full refund plus the original shipping amount. But In this case the buyer did not read the listing at all and is now demanding a full refund plus shipping in both directions.

Since this is not my fault I offered a refund once the item is returned less shipping and a 12% fee to cover the fee's that I am out because of their mistake.

Within 10 minutes the buyer opened a case with eBay to which I have yet to respond.

The buy has been very belligerent, threatening and rude through this process while I have tried to remain professional.

What do I do now? I believe my offer is fair.

[femmefan1946]

Tell him to return the item for a refund. You are not required to pay return postage.

If he does not return the item, you do not refund.

If he opens a Paypal dispute, say that you will refund when the item is returned. PP will only require a refund of the original payment.

No matter how angry he gets, your response should be calm. "I regret that you are not happy with your purchase. Please return the gizmo in the original packaging for a full refund of your payment." Don't mention return shipping at all. It is not your responsibility.

Unless.

When he does return the gizmo, if it turns out that he is right and you are wrong, then, yes, you ethically should be refunding his return shipping. But you are not legally required to do so.

Since this is not my fault I offered a refund once the item is returned less shipping and a 12% fee to cover the fee's that I am out because of their mistake.

Nope. I guess you have never worked retail. Unhappy customers and returns are just part of selling. PP will return his entire payment. Stick to your guns and you will lose the PP dispute, get negative feedback from your furious customer, a black mark on your seller's record for being obstructive, and have your Detailed Seller Ratings trashed, which,as a low feedback seller, can put you put of business .

[heidilynn0_3]

Right/wrong aside , in today's ebay environment , your most important asset is buyer goodwill.

As femmefan said , buyer can trash your DSRs and 3 months down the road , on listing, find ebay has restricted.

For other than high volume sellers, cannot afford many hits. And yes, occasionally will cost $ to protect . That is a decision you have to weigh.