eBay

xkffyamg · ‎12-19-2017

Hello All, recently I sold an used backpack to a buyer located in South Korea.

Before I accept his offer, I urged him to ask and review the condition of the item he was buying. It all went okay until he received the item, he pointed out one sign of wear on the strap which I have indicated clearly in my listing photos, he also showed me a photo says the leather part was too dirty, but obviously he applied some water on the leather to make it look like a big stein. The bag is fully functional. I clearly described there were some signs of wear in my listing and also they were indicated in my listing photos.

Soon, he request a SNAD return (he has not opened a case yet, since I have not seen anything in resolution center). I think his request is unreasonable due to the reasons I stated above. I would give him a refund if he was in Canada or USA, but, it cost 72 dollars for me to ship to Korea, the item alone cost only 160, if I accept his return that means I will likely lose about 150 dollars.

It's only been one day since he requested a SNAD return, but obviously I do not want to accept it, instead I want the resolution center to step in and solve this issue.

Here is what I have done, I have patiently explained how the item matches with what I described in the listing and urged him to re-consider the return. But after I sent 2 long messages, he ignored and had no response.

I have a few questions regarding this annoying case:

1: On the return detail page, Ebay says I have to take actions before Dec 23. Since there was no such thing as "reject request of return", I chose the "send messages to the buyer" and sent 2 messages to resolve the problem, but he did not respond. Does it count as "take action"?

2: What would happen if the buyer doesn't respond and I don't accept the return by Dec 23 (assuming buyer simply just walks away, not opening any cases)?

3: I would like to open a case first to solve this dispute, but when I tried to do so in the resolution center, it seemed my situation didn't fit into any category such that I could not simply open a case to solve it. So I reported this buyer instead for mis-use of Ebay money guarantee policy. Do I have to wait for the buyer to open a SNAD case first?

Although I am not selling for very long, but I am an honest seller, I just want to fight for my interest. Please tell me if I did anything wrong? or what should I do next? Any suggestions?

Sincerely,

Shane

pjcdn2005 · ‎12-21-2017

1: On the return detail page, Ebay says I have to take actions before Dec 23. Since there was no such thing as "reject request of return", I chose the "send messages to the buyer" and sent 2 messages to resolve the problem, but he did not respond. Does it count as "take action"?

No, a message does not count as taking action.

2: What would happen if the buyer doesn't respond and I don't accept the return by Dec 23 (assuming buyer simply just walks away, not opening any cases)?

If the buyer does not respond and you don't accept the return nothing happens. If the buyer asks eBay to step in you will receive an unresolved case defect and ebay may refund the buyer without requiring a return.

3: I would like to open a case first to solve this dispute, but when I tried to do so in the resolution center, it seemed my situation didn't fit into any category such that I could not simply open a case to solve it. So I reported this buyer instead for mis-use of Ebay money guarantee policy. Do I have to wait for the buyer to open a SNAD case first?

eBay uses some odd terminology. When a buyer opens a return request for a reason that the item is not exactly what the seller said it was they are basically opening a snad case. What was the exact reason that they chose in the return request...was it that the item was not as described? If that's the reason then if you don't approve a return and send money for a return label the buyer can ask ebay to step in and make a decision. In 99% of that type of case ebay will rule in favor of the buyer as they have way of knowing that what you sent the buyer was what you are showing in the pictures or what condition the item was in when the buyer received it. If you phone and talk to ebay they may look at the information in the listing but if you or the buyer ask ebay to step in chances are that you would lose. Please realize this is just my opinion based on similar situations posted on the boards.

In some cases a seller can win a situation like this but usually only because they were very specific in their description and the pictures clearly showed wear/damage. You do mention that there is some wear on the backpack in your listing but you aren't specific and I honestly don't see any proof of that in the pictures so it is possible that the buyer really did expect it to be in better condition. It is really important to describe every flaw and make sure that those flaws are seen in a picture. It's also possible that the buyer is being unreasonable but ebay really has no way of knowing that so that is why they tend to rule more often in the buyer's favor. It really isn't a good position to be in as a seller.

You might want to ask the buyer to find out what their post office would charge for postage for them to send it back to you with delivery confirmation. It might end up to be a lot less than what you expect. If you do decide to accept the return you would send the money through the send money in Paypal to the buyer. Do not use the friends and family function in PP to send the money. If the buyer does not use that money to send the item back you can actually file a case with PP to get back the amount you sent for postage.

You could also ask by message if the buyer is willing to take a partial refund and keep the backpack. I don't normally recommend that but because of the cost of postage it might be worth your while in this case. Find out if they are interested in a partial refund through messages though, not the official 'offer partial refund function' as you are allowed just the one offer.

I'm sure that other posters will have other opinions so please wait for them.

pierrelebel · ‎12-21-2017

Please tell me if I did anything wrong?

Your listing states "Ship to Canada and U.S address only"

You should stick to that policy for now. No exception.

dutchman48 · ‎12-21-2017

And put in the appropriate blocks for all other countries.

dutchman48 · ‎12-21-2017

Another new seller selling expensive items.

maximus7001 · ‎12-24-2017

"Another new seller selling expensive items."

Yes this will definitely cause situations like this. The scammers will seek you out due to your low feedback. I am surprised you made it this far without being scammed before.