eBay Buyer Wants Refund over Small Mark on Bag

Lyctv on 15/03/2022 - 14:20
Last edited 15/03/2022 - 16:14

I sold a bag on eBay and buyer has requested a refund under 'damaged' as the buyer has found a small mark on the inside of the pouch (which comes along with the bag). It looks like a black pen mark about 0.5mm long, in an awkward position near the stitching. I advertised the bag as used and clean inside and out. 12 pictures were uploaded to the listing mainly of the bag and one of the pouch (outside). I wasn't aware of the mark before I listed it and I have not used the pouch.

I have reached out to the buyer and offered $50 refund for a dry/professional clean. That offer has been declined.

Online chat with eBay rep said to "Accept the return and assess the items condition before issuing any refund. This way we can counter claim the buyer's possible false claim.".

I have read of stories about eBay siding with buyers and when cases are closed, the buyer keeps the item and gets a refund. Am I better off providing a refund and or waiting for eBay to step in after the case period?

**EDIT: Thanks for all the responses. I've started the return process, bought a postage paid Express Post label and sent it to the buyer with both our addresses on it. Added the tracking number to the return and received a message saying "if the buyer doesn't send the item back by 12 Apr, we may close the return automatically and you will not be required to refund the buyer". Lesson learnt with this sale.

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Comments

  • rektrading on 15/03/2022 - 14:23
    +7

    All imperfections must be included in the listing.

    • foxmulder on 15/03/2022 - 14:33
      +2

      This. Imperfection can also happen after the time you list, storage then shipping and who knows what happen during transit. Best for you to do is to accept return, use ebay return postage as it is usually cheaper. Once receive item if the bag is almost as how you send it, issue full refund thent take picture of the problem then relist.

    • cupcake on 15/03/2022 - 15:10
      +2

      The buyer may have changed his/her mind about the bag and is just making an issue out of it.
      It happens unfortunately, even if you mention no refunds in the listing. The buyer can still open a case to resolve issues.

    • JimmyF on 15/03/2022 - 16:25
      +3

      Item was listed as USED….. imperfections are a given.

  • Hybroid on 15/03/2022 - 14:27
    +4

    You will lose out if eBay step in 99.99% of the time for "item not as described" cases. Provide the refund.

    • yctv on 15/03/2022 - 14:34

      The buyer chose "arrived damaged" as the reason.

      • Hybroid on 15/03/2022 - 14:46
        +4

        Make that 100% then.

    • perfectlydark on 16/03/2022 - 08:26

      the one time i needed it to work in my favour ebay sided with the seller in my case. ordered a camera which was unknowingly drop shipped out of malaysia (not uncommon for ebay), got the camera but manual wasnt in english, wanted seller to send english manual, they refused, contacted ebay, ebay sided with seller. that pissed me off

  • Hithere on 15/03/2022 - 14:39
    +2

    Refund the buyer, a seller can't win a dispute doesn't matter if they are right or wrong.

    If eBay agree to the claim the buyer will end up keeping the item as well as getting 100% refund.

    Online chat with eBay rep said

    I hope you took screenshots of that, their reps sometimes have short memories.

    • yctv on 15/03/2022 - 14:51

      eBay emailed a chat transcript. But its looking more and more like I'm providing a refund. Which is frustrating over what I consider a small insignificant matter. I guess the buyer looked at it in a different way.

      • Hithere on 15/03/2022 - 14:54
        +3

        Unfortunately, eBay is now a scammer's Paradise.

        It may take longer and you may get a little less but consider Gumtree or Facebook Marketplace for any future sales. Face to face sales with no commissions, cash on pickup and no returns.

  • cupcake on 15/03/2022 - 14:39
    +1

    What a pain. Sometimes it's easier just to give a refund after you request they send the item back.

  • godofpizza on 15/03/2022 - 14:43
    +3

    ebay will refund the buyer even before the item return's back to you.

    • yctv on 15/03/2022 - 14:51

      This is my concern.

      • godofpizza on 15/03/2022 - 15:27

        it's currently happening to me atm. The return item has been in the mail for over a month.
        I am pretty sure if AP deems it lost, i am shit out of luck.

  • studentl0an on 15/03/2022 - 15:04
    +3

    Experiences like this is why I only sell on FB Marketplace/Gumtree for cash on pickup after the buyer has inspected and is happy to pay cash for it.

    I then delete the listing for the item before I can receive feedback on the off chance for what ever reason they decide they are not happy and would give bad feedback.

    Once you get good feedback ratings I don't see a reason to not do what I wrote - unless you just want more feedback, but that risks it going down too.

    • godofpizza on 15/03/2022 - 15:29

      how do you even leavefeed back on FB. a seller asked me to leave him some feedback and i had no idea how/where to do it.

      • Quantumcat on 15/03/2022 - 15:37
        +1

        Sometimes you get a message saying "did you buy item X from Y?" if you say yes you can leave feedback

        • studentl0an on 15/03/2022 - 16:11

          Also I think you may need to have the mobile application now to leave feedback, but I could be wrong about that.

          A long time ago I was sent one of those messages and I was able to leave feedback when using PC, but I think that and other functionality is only for the mobile app now. I've tried since then but clicking on that prompt doesn't seem to work as of the last year or so.

          I would never install a FB app on any device I own, so I can't check to see if it works on the application either.

    • timthetoolman on 15/03/2022 - 16:11

      Can't you see the amount of people who've given feedback though? So a 5 star with 5 people means nothing compared to a 4 star with 1000

      • studentl0an on 15/03/2022 - 16:12
        +1

        Yes, but I don't think many people care how many things you've sold once you get the rating saying you're a good seller. It's not like eBay where you will be prompted to give feedback. I think I sold over 100 items before I had 10+ leave positive feedback to the point it's on my listings. I'm sure many people who buy/sell on FB Marketplace/Gumtree are aware of this, and do not care about feedback number as a result.

        I'm sure there are people who do care, but I think that good rating under the sellers name is what most people use as an indication that a seller is most likely honest and that the product will be as advertised.

  • bobbified on 15/03/2022 - 15:10
    +2

    It's annoying as shit, but that's the gamble you take from selling stuff on eBay. They can decide against you whether you're actually at fault or not.

    You're probably better off selling it on Facebook. You'll probably get a lot of shit people that respond with a lowball offer, but once you get rid of something, don't look back (don't do the exchange at your own place!).

  • JimmyF on 15/03/2022 - 16:28

    I have read of stories about eBay siding with buyers and when cases are closed, the buyer keeps the item and gets a refund

    If you fail to reply or fight it too hard, then yes. eBay always sides with the buyer.

    Once a return has been started, you as a seller have very limited choices.

    • Offer a part refund
    • Accept the return, wearing postage return costs etc
    • Roll over and offer a full refund, buyer keeps the item. Total loss of the item, ebay fees and postage.

    If the item has value, then get it returned, otherwise if the resale value is less than the fees + postage, just wear the loss sadly.

  • RandomNinja on 15/03/2022 - 16:35
    +1

    Given the issue seems incredibly minor and perhaps more importantly, does not affect it's function (bag still holds stuff and the mark isn't externally visible), you could argue that is within the parameters for Used category.

    Unless your description implied as new condition, it would seem unreasonable for a buyer to not expect a used bag to have some cosmetic damage. Additionally, if it was so important that there not be a single imperfection, I would expect the buyer to explicitly ask for more photos and/or assurances of no damage.

    If neither of the above were true, then I would argue the item is as described and not damaged, then wait for eBay's verdict. You may not win, but it's worth a shot.

    FWIW, I actually won a case as a seller late last year. Sold an old Iphone that was reset and unlocked, buyer tried to claim it was locked 2 weeks after confirmed delivery… contested it fully expecting to lose, but was pleasantly surprised when they decided in my favour!

    • jayboi on 15/03/2022 - 18:25

      you could argue that is within the parameters for Used category.

      yeah, but we are talking about eBay here so no

      then wait for eBay's verdict.

      Which will just refund the buyer and let them keep the bag

      FWIW, I actually won a case as a seller late last year. Sold an old Iphone that was reset and unlocked, buyer tried to claim it was locked 2 weeks after confirmed delivery… contested it fully expecting to lose, but was pleasantly surprised when they decided in my favour!

      these circumstances are really rare and its awesome that you won the case, sounds like finally one eBay employee has some sense in them.

      • RandomNinja on 15/03/2022 - 18:52

        you could argue that is within the parameters for Used category.
        yeah, but we are talking about eBay here so no

        While buyer satisfaction is important to them, INAD or Damaged claims need to be reasonable (admittedly subjective). In ambiguous situations, sure they will side with the buyer, but ultimately eBay doesn't want a sale to be cancelled as they don't get to collect fees.

        Which will just refund the buyer and let them keep the bag

        Refunding without requiring return only applies if the seller does not respond to the dispute. So long as OP participates in the dispute process, they'll receive their item back if they lose.
        https://www.ebay.com.au/help/selling/managing-returns-refund…

  • RobBoss on 15/03/2022 - 17:12
    +1

    Welcome to the world of eBay. Though all imperfections must be listed, this sounds like a case of buyer's remorse. Even if there are no imperfections, they can still do it and eBay will welcome it.

  • afoveht on 16/03/2022 - 00:13

    looks like a black pen mark about 0.5mm long

    Must have very good eyes.

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