Return from byuer

[danielwade_3]

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

[clarry100]

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.

[keythisin3]

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.

[imastawka]

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

[*tippy*toes*]

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.

[bsal6160]

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

[imastawka]

?? OP is registered in Australia.

Maybe the item is located in Prague?

[collect247]

2 places at once lol.

Listing says czech republic and others say ACT Australia

[*tippy*toes*]

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

[danielwade_3]

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)