topic Re: Return from byuer in Selling

Return from byuer

danielwade_3 — Sun, 06 Aug 2017 01:40:20 GMT

Vintage silver chain w/gorgeous gilt locket pendant, item ID: 192251380241

I have received a request for a refund which I don't agree with her reasons. The buyer stated the reason is the pendant is not silver and the weight is only 8 gr.

The pendant is silver but it is gilt silver. This is clearly stated in the title of the advertisement and the colour is also easily seen in the photos. The buyer stated it is not a part of description, it needs to be also in the text of the ad.

When I weighed on my scales it indicated the weight as 11 gr. The buyer stated she weighed it at 8 gr.

I don't believe the reason for the full refund is justified and the buyer has only changed her mind.

When the lady stated she WANTS a refund, I am happy to accept the refund but if she will pay for my postage and hers when she will send it back.

Could you please provide feedback to resolve this issue.

Many thanks, Daniela

Re: Return from byuer

clarry100 — Sun, 06 Aug 2017 02:37:49 GMT

There are basically two types of return.

One is Change of Mind (COM) and the other SNAD (Significantly Not As Described).

It's up to the buyer to choose when they open the case.

For a COM return the returns policy is as stated in your original listing.

You will know what this is. If you state NO RETURNS then you are not obliged to accept the return and then not to refund.

If you choose to accept the COM return then again your policy rules apply and the buyer will have to pay postage both ways if your policy states that.

For a SNAD return your listing policy is overridden by ebay rules. And you then have no choice but to abide by their rules.

You can do one of a few things.

1). give a refund and the buyer keeps the item. No defect.

2). negotiate a partial refund with your buyer and action that partial refund. No defect.

3). accept the return in which case you have to pay for the return postage. When you get the item back then refund the buyer in full. No defect.

4). do nothing and allow ebay to step in if/when the buyer escalates the case. This will result in the same action as 1. above but you will be awared a seller defect for an unresolved case.

I'm assuming that the buyer has NOT opened a formal case against you as yet.

So depending on what your preferences are regarding the above you may wish to insist to the buyer that they open a formal return request case and follow your choice of the procedures outlined above.

Make sure you understand the reasons the buyer gives for the return and what type of return it is as that changes the rules as per the above.

Re: Return from byuer

keythisin3 — Sun, 06 Aug 2017 03:18:25 GMT

Your listing is confusing, while title says the pendant is gilt, your item description says Deco sterling silver chain with gorgeous silver double photo engraved locket pendant.

Re: Return from byuer

imastawka — Sun, 06 Aug 2017 03:52:57 GMT

And the photos are blurry - can't see any markings at all.

Silver is also a colour - not necessarily a precious metal.

'Gorgeous' is just an opinion

Re: Return from byuer

*tippy*toes* — Sun, 06 Aug 2017 03:57:20 GMT

I agree it is confusing, but I'm guessing the buyer didn't know what "gilt" was and it's not the right colour. They were probably thinking it should look silver, then in actual fact it would look more gold.

For those that don't know, gilted silver is solid or sterling silver with a thin layer of gold over the top, so it looks like a gold object. As an example, the gold olympic medals are gilted (could be guilted copper or bronze rather than silver, but who knows?). It makes things like pendants a lot lighter to wear.

Re: Return from byuer

bsal6160 — Tue, 08 Aug 2017 10:36:32 GMT

more importantly, why you asking on the AU Forum when your listing says you are in Prague?

Re: Return from byuer

imastawka — Tue, 08 Aug 2017 11:02:09 GMT

?? OP is registered in Australia.

Maybe the item is located in Prague?

Re: Return from byuer

collect247 — Tue, 08 Aug 2017 11:10:57 GMT

2 places at once lol.

Listing says czech republic and others say ACT Australia

Re: Return from byuer

*tippy*toes* — Tue, 08 Aug 2017 12:40:25 GMT

When I looked the other day, it was the only listing showing an OS location.

Re: Return from byuer

danielwade_3 — Mon, 14 Aug 2017 04:48:24 GMT

The item was in Prague but now its in Aust. with a buyer. I asked about the opinion about the byer's stating that my ad was fraud and false as item is not described as it is. The pendant is silver but it is gilt silver (material), which is stated in the title of the ad and the colour is also easily seen in the photos. The buyer stated it is no (photos and title) a part of description, it needs to be also in the text of the ad 's text. The weight is a difference 3 gr, which can be a deviation of her or my scale so this is why I offered a refund. So I asked:
If reason for Significantly "Not As Described' is:
- that photos and title are not a part of description and everything needs to be repeat in the text of ad
- is a deviation of her or my scale reason for Significantly Not As Described (8 versus 11 gr)

Re: Return from byuer

danielwade_3 — Mon, 14 Aug 2017 05:00:12 GMT

This is what I think, the buyer didn't know what gilt is. The gilt is stated only in the title, not in the text but photos clearly show a gold colour.... Its silver not as a colour but materiel, this is why the ad was in A Sterling category.

Re: Return from byuer

imastawka — Mon, 14 Aug 2017 05:03:47 GMT

You do know you're not communicating with ebay, right?

We are just members like yourself.

I think Clarry answered you perfectly in post #2

If the buyer opens a claim for NAD, then you won't be able to argue.

Ebay will find in their favour and you will lose both the necklace and your money

Re: Return from byuer

danielwade_3 — Mon, 14 Aug 2017 05:04:08 GMT

Its silver gilt. Like gold plated silver.

Re: Return from byuer

danielwade_3 — Mon, 14 Aug 2017 05:07:28 GMT

many thanks! I just dont agree with the buyer SNAD, I think its COM. 2 different opinions...so this is why i asked forum for more opinion.

Re: Return from byuer

danielwade_3 — Mon, 14 Aug 2017 05:10:51 GMT

I know you are members like me 🙂 This is why i asked you for independent opinion....which I really appreciate!!!!