topic Re: Buyer wants a refund in Selling

Buyer wants a refund

justkidzbiz — Tue, 31 Oct 2017 06:41:18 GMT

Item no 122724290844
Listed as item as grey. Pictures (IMO) are clearly grey. Jacket has grey buttons. Buyer is claiming jacket is black which it is not. If it was black it would have black buttons on the front and cuffs which are grey.

So where do I stand on this?

Re: Buyer wants a refund

Anonymous — Tue, 31 Oct 2017 06:50:55 GMT

sounds like a change of mind on their part,to me

Perhaps first check with them if it is the only item of it's kind they have bought (in case they've bought another one off another sller and is mixing up the items)

and if they say it is from you, perhaps ask for a photo of what the jacket

Re: Buyer wants a refund

kopenhagen5 — Tue, 31 Oct 2017 07:12:24 GMT

Looks Dark Grey, so perhaps buyer had different thought in mind when listed as grey.

1. Ask for the return of item then refund.

2. Buyer opens case, you pay for postage for return and need to refund.

3. Refund without return. (But item is too good for that)

4. Ask if they will accept a partial refund as a discount of perhaps 20-30%.

Re: Buyer wants a refund

fixnwear — Tue, 31 Oct 2017 08:33:42 GMT

kopenhagen, I am amazed at your suggestions to the OP!

Why on Earth woud she have to do any of that? Who really cares what the customer thought she was buying - what she bought is a grey jacket - and no seller can foresee what buyers imagine in their heads they are buying and are going to get.

Jacket is either black or grey - I think most of us on the planet are able to tell the difference.

She needs to tell the customer:

"so sorry, no refund. Listed as grey because it's grey irrespective what you think of the colour. Had I listed it as black - someone else would have wanted a refund telling me they thought it was grey! But I can't list something as black when it's clearly grey. No matter how many times you tell me it's black - it isn't."

"Don't call us, we'll call you" - as the saying goes - meaning - don't want to hear from you again.

And if she goes further and opens a dispute of some sort - and Ebay sides with her and give her the money back upon the return of the item - what are they going to say when it's relisted, sold again, next customer happy - with a GREY jacket!

Re: Buyer wants a refund

bsal6160 — Tue, 31 Oct 2017 08:50:37 GMT

now thats being a helpful seller...not.

and sellers oops meant LISTERS are wondering why sales are plummeting on ebay...

Re: Buyer wants a refund

audistarelectronics — Tue, 31 Oct 2017 09:19:49 GMT

Hate to say it, but Mr Kopes is only predicting what will take place eventually anyway. As most sellers know, Ebay will agree with the buyer if the buyer says the jacket is black, even though it is not. Probably less stress for the seller if they just bite the bullet and get rid of the problem, and the troublesome buyer, once and for all, and move on. This is happening more and more these days, crooked buyers claiming faults and hoping that they will just get a refund and keep the item. Legal theft it's called.

Re: Buyer wants a refund

fixnwear — Tue, 31 Oct 2017 09:44:49 GMT

audistarelectronics,

thank you for clarifying that - but it does defy logic! (If you and kopes are right and they would really go that far to even call one colour another - just so they can justify a refund!)

I wander how would they explain that in a person to person conversation?

If one was to call them and ask - common sense would dictate that they would look at the listing and have no choice but to agree.

Anything on the contrary would mean that Ebay aproves every refund, always, no matter what, without exception.

Is it really as easy as that, call one colour another and get a refund?

Re: Buyer wants a refund

springyzone — Tue, 31 Oct 2017 11:21:06 GMT

If the jacket has grey buttons it is a grey jacket.

Sometimes it can be difficult to tell if something is deep navy or black or deep grey or black but the button colour is a good guide.

I'm guessing here but I would say the trouble is the buyer thought the jacket was a light to medium grey.

When I looked at the ad, my first impression was-how on earth could anyone possibly think it is black, it's not even a particularly dark grey.

Then in one of the photos of the back, it did look a couple of shades darker.

For anyone to think the jacket is black, in real life it must be a very dark grey & not the medium grey it appeared in the first photo.

That doesn't mean the seller is in the wrong as it is still a grey jacket, but it can be hard to tell exact shades from photos sometimes.

I don't know where you'd stand with this. Theoretically, you'd think you should be in the clear but with ebay it's not a given so if I were you, I would ring them and speak to someone, run the whole thing past them and see what a likely response is. That can then guide you as to how you answer the buyer.

But I would definitely start any message by saying the jacket is certainly grey as the buttons & lining are grey & it was bought as a grey jacket etc. that way you are defending your position.

Then... if you get the feeling ebay would not do the right thing by you, you could acknowledge the buyer was upset with the shade of grey. Again state monitors may display differently, and perhaps offer a refund for change of mind, as long as they return the jacket in the condition it came in. That way they pay return postage.

Re: Buyer wants a refund

justkidzbiz — Tue, 31 Oct 2017 12:14:59 GMT

Thanks Springy. I emailed the buyer stating that the jacket is in fact grey as that was what my partner wanted. Buyer has now lodged a dispute. Unless I can get confirmation from the store that this style jacket is in fact grey, looks like I'm stuffed and will be out of pocket original and return postage. 😟

Ah the joys of eBay!

Re: Buyer wants a refund

tazzieterror — Tue, 31 Oct 2017 14:04:19 GMT

I feel sorry for you - there's nothing wrong with your photos, and the jacket is clearly grey. You've just got a deadbeat buyer there - either dishonest, or stupid.

Re: Buyer wants a refund

justkidzbiz — Tue, 31 Oct 2017 15:25:21 GMT

Thanks Tazzie. Feels more like buyer's remorse but he's opened a SNAD dispute, so I basically have zero chance of winning this.

Re: Buyer wants a refund

springyzone — Tue, 31 Oct 2017 20:23:33 GMT

I wouldn't say you have zero chance. My impression also is it is buyer remorse in that the buyer expected a lighter shade of grey.

But that doesn't change the fact it is still grey and if you ring ebay & ask someone to look at the button colour, you may be in luck, you'll never know unless you give it a go.

It would be interesting to know what the outcome is.

Re: Buyer wants a refund

clarry100 — Tue, 31 Oct 2017 20:44:39 GMT

Does she state in the SNAD case that the jacket is black not grey?

If so I'd say you do have a snowball's chance of winning.

But you would have to upload your listing pic onto the case first then get on the phone to ebay and ask them to look at the pic which clearly shows it as grey.

I think any half sane CSR should close this case in your favour.

Re: Buyer wants a refund

audistarelectronics — Tue, 31 Oct 2017 20:59:14 GMT

To argue with Ebay is taking on their massive computerised system. Every scenario that can arrise has been setup to protect the buyer. The ''humans'' you get to complain to when you eventually get them on the phone, will only give you answers from their Ebay ''Bible''. I would like to know the percentage of cases that go the sellers way these days, I bet it would be in single figures at best.

You must remember, Ebay is a huge automated system where everything is done automatically, with no human intervention unless you call them, even then it is in their interest to protect the buyer because that is where their largest income is from, not little Aussie sellers. Tough, I know, but fact, and the more sellers that get done over by this one way system will only result in Aussie sellers leaving the system and more and more offshore sellers moving in, with their cheap junk.

Re: Buyer wants a refund

clarry100 — Tue, 31 Oct 2017 23:02:41 GMT

Whilst I believe that there is an element of truth in what you are saying...

I believe that in cases like this where the buyer is claiming something is black when it is clearly not by both the description and the images then you have to be persistent to get around these "bots" you talk of. Even if you get no joy from the CSR then you can politley request to speak with their supervisor.

This is clearly a case of buyer remorse dressed up as Not As Decsribed.

Re: Buyer wants a refund

justkidzbiz — Wed, 01 Nov 2017 06:31:18 GMT

Yes, he stated "seller says jacket is grey, it is black" and what he has done is taken a photo of the jacket in very low/poor light trying to manipulate the colour as black

Re: Buyer wants a refund

justkidzbiz — Wed, 01 Nov 2017 06:32:49 GMT

Yes, he stated "seller says jacket is grey, it is black" and what he has done is taken a photo of the jacket in very low/poor light trying to manipulate the colour as black.

Ive contacted the store and sent them pics asking them to provide the style number and confirm the colour as grey.

Re: Buyer wants a refund

janeababe — Wed, 01 Nov 2017 08:50:34 GMT

I am sorry.... but I am going to be the thorn amongst the roses here..... to me, the jacket looks black. (sorry)

When i read *grey* , i think medium to light grey.
You possibly would have been safer to describe it as dark grey.

As we all know, the colour perspectives on our computor screens can vary from one screen to another, so it could have been possible that your buyer thought that the colour image seen on their screen was darker than they thought your description of *grey* may have been, then when receiving the item it turns out to be dark grey (or IMO, light black) then obviously, to the buyer it is not the colour they thought they were getting.

I should add..... black comes in many shades as does grey, white, green, blue etc etc..... one man's grey is another mans black.
ANNNNNNNNNNNNNNNNNNNNNNNNNDDDDDDDDDDDDDDDDDDDDD I would also like to add that my eyesight is slightly diminished atm, due to cataracts which may/or may not affect my visual perspective of colours at the moment.... so whose to say that something similiar isnt happening with your buyer?

But to me........ your jacket is black. (light black, but black) [I'm sorry]

And while I'm at it, since I'm already in the dog-house, what's with the statement... *I generally post within 4 days of cleared payments.*

I certainly hope two of those days are Saturday and Sunday!
Otherwise, Id be stating something along the lines of *I can only post items on a Thursday*
I wouldnt be happy if my seller had my cleared payment for 4 days befor posting my item. (just my opinion of course)

Re: Buyer wants a refund

tazzieterror — Wed, 01 Nov 2017 11:04:40 GMT

Nope, jacket is grey. I photographed clothing and fashion for several years for web-stores and printed catalogues (i.e. junk mail!), and can guarantee you that is a grey jacket.

Colour and brightness do vary across computers and displays, but my system is properly calibrated, and those photos depict a grey jacket on my monitor. If that's the jacket the buyer received, then they received a grey jacket. People can invent all the names they want to try and misdescribe it, but that's why we have photos.

In case anyone missed it, the jacket is grey.

To summarise: grey jacket.

Grey.

Re: Buyer wants a refund

imastawka — Wed, 01 Nov 2017 12:13:23 GMT

Jane, I had my cataracts done and I couldn't believe how light and bright the world was.

Everything just looked so white and clean. Not dull and smoke stained.

The jacket is grey

Hope you have those cataracts done soon.