topic Re: Need a suggestion on "item not as described" in Selling

Need a suggestion on "item not as described"

yum_pc — Tue, 18 Jan 2022 11:02:10 GMT

I am selling memory card and meet a case recently. A buyer opened a dispute on PayPal(I guess) and claiming "item not as described".

The buyer used left picture to claim the memory card was defective in the same day he received the memory card. I sent him a new and sealed item. From the first picture he sent me, I found there is a coating peel off . In my experience, the coating is hard to peel of after hours of using. So I ask more pictures, 2 hours later the buyer sent me the right picture. It shocked me! The memory card was cut into half. This is the impossible status I sent to him.

The buyer is now opening a dispute on PayPal and asking me for refunding. Anybody have similar experience on it? Thank you.

Re: Need a suggestion on "item not as described"

davewil1964 — Tue, 18 Jan 2022 11:36:14 GMT

I have never had a similar experience.

My advise, however, is to refund and block the buyer. You are on a hiding to nothing.

For future reference, never send a replacement. eBay's Money Back Guarantee does not factor in replacements. Refund and block is the savvy way.

Re: Need a suggestion on "item not as described"

yum_pc — Tue, 18 Jan 2022 11:50:10 GMT

Thanks for replying

If it's a low value item, I am happy to refund, but it's expensive. My bottom line is if the memory card only has coating peel off, the buyer send it back, I will refund. But when the item broken into half, I can't get any help from the manufacture because it's obvious human factor damage

Re: Need a suggestion on "item not as described"

jellybirddesigns — Tue, 18 Jan 2022 11:48:30 GMT

Self edit

Re: Need a suggestion on "item not as described"

jellybirddesigns — Tue, 18 Jan 2022 11:54:37 GMT

Can you confirm if it is definitely a Paypal case and not an Ebay case?

Sometimes the buyer has abused the Money Back Guarantee and is not allowed to open any more cases on Ebay.

You can upload your side of the situation and images into the case.

There is another way to go about it - you can ask for the item back (you pay for a shipping label) and if your seller rating is above standard, you are entitled to deduct money from the refund if it is not in the same condition you sent out. Sometimes warning the buyer upfront about this stops them from going any further.

Re: Need a suggestion on "item not as described"

yum_pc — Tue, 18 Jan 2022 12:12:57 GMT

Thanks for replying. eBay noticed me: xxxxxxx has filed a payment dispute outside of eBay about an order that was placed on 09 Jan, 2022. This means the buyer has disputed a charge directly with their payment provider.

I refuse the buyer to provide a replacement due to this kind of damage, then he opens a dispute on their payment provider, I think he is very familiar with the step.

I checked the buyer's feedback record and guessing he opened a dispute on PayPal. I've uploaded a evidence to eBay's system but it's super unkind to the buyer because only 1 picture allowed. I have to write the reason on document and capturing a picture then upload it.

Re: Need a suggestion on "item not as described"

jellybirddesigns — Tue, 18 Jan 2022 12:35:50 GMT

You can make a collage of all the pictures and then take a screenshot which will count as 1 picture.

You can also write in the Paypal case that the buyer has not opened a case in Ebay because you suspect abuse of the MBG system.

In your message, ask Paypal to check how many times the buyer has opened cases for "Not as Described". If they are a scammer, Paypal will have a record of many cases.

Re: Need a suggestion on "item not as described"

yum_pc — Tue, 18 Jan 2022 12:46:35 GMT

Thank you, I will try tomorrow. This buyer really shock me, maybe I am still a newbie here

Re: Need a suggestion on "item not as described"

jellybirddesigns — Tue, 18 Jan 2022 12:49:39 GMT

Make sure you put them on your Blocked list!

Re: Need a suggestion on "item not as described"

bmanly3 — Tue, 18 Jan 2022 20:48:07 GMT

I just saw that the buyer has left you negative feedback, not good. How can the item be whole and in one piece one moment and cut in half the next? It isn't right, this buyer sounds like a scammer, fight it. Good luck.

Re: Need a suggestion on "item not as described"

sandypebbles — Tue, 18 Jan 2022 20:52:25 GMT

Possibly the one the buyer cut is an old, useless one they already had and is trying to replace it with a new one for free?

Re: Need a suggestion on "item not as described"

papermoon.lady — Tue, 18 Jan 2022 21:27:03 GMT

I don't know if it is the magnification, but it looks old and dusty to me too, not new, so he might have indeed taken a photo of an old one he had.

Re: Need a suggestion on "item not as described"

janeababe — Tue, 18 Jan 2022 23:31:48 GMT

I think the fact that the buyer has personally destroyed the purchased item, voids any standard warranty on the item.

Fight this case, I think you’ll win!

Good luck. Please keep us updated.

Re: Need a suggestion on "item not as described"

yum_pc — Wed, 19 Jan 2022 00:10:07 GMT

The buyer sent me the right picture with following words: I'd already thrown it in the bin but here are the pictures you requested. Regards

You can imagine my face when I was reading such message. If there are any sellers can provide replacement high value item without returning the defective one, I want the buyer let me know

Re: Need a suggestion on "item not as described"

yum_pc — Wed, 19 Jan 2022 00:10:31 GMT

I will

Re: Need a suggestion on "item not as described"

neuvecottage — Wed, 19 Jan 2022 00:55:23 GMT

If you fail to get the negative feedback removed. Remember that you have a right to respond. Keep it polite, keep it factual.

Re: Need a suggestion on "item not as described"

janeababe — Wed, 19 Jan 2022 03:08:58 GMT

Sheesh…. $248. That’s not to be sneezed at!

Respond to the case by saying that the buyer has not followed the returns or warranty claim procedure.
The buyer has destroyed the purchased item by cutting it in half, therefore a claim for return or manufacture’s warranty is now void. (Provide photo’s sent to you, by the buyer)

(Countess is actually pretty good at these sort or case responses, but you get the general idea).

Re: Need a suggestion on "item not as described"

gutterpunkz05 — Wed, 19 Jan 2022 03:57:01 GMT

Re the -FB , contact CS via live Chat, make sure you request to contact an agent.

Advise the agent that the FB is defamatory, request they review ebay messages from the member, and also advise them that the request for a refund is under dispute (case #) as the buyer claims he has totally destroyed the item prior to requesting refund.

Re: Need a suggestion on "item not as described"

yum_pc — Wed, 19 Jan 2022 05:15:59 GMT

Thanks for replying.

The feedback now has been removed, I am waiting for the next outcome.

Re: Need a suggestion on "item not as described"

padi*0409 — Wed, 19 Jan 2022 05:22:18 GMT

Keep an eye on it, it's been noted here before now that if a buyer gets the right CS rep it can be put back up. If it does you'll have to go back to CS and go through the whole rigmarole again.

Good luck with the dispute, as has been said before, you should win that as well but again it's probably not going to be straightforward.