not as described claim from the UK

[3415len]

I have just had a claim placed against us from the UK buyer, we sent a item to the UK  from Australia ,the freight cost was very expensive over $50

the customer has received item , and placed a claim in as not as discribed without any explaination what was not discribed properly

we have sold 100s of the same item for the last  10 years and never had a problem, they have requested there funds to be returned and Pay Pal has frozon these funds , I am and always happy to refund customers if there not happy with the produce , but do we have to refund the shipping cost, there and back

seems a little easy for Over se'a buyers to say what they like without proper reason

has anyone had simular problems and do you have any suggestions

3415len

[jerryman12a]

The postage fee was obviously paid by the buyer or if you offer Free postage then you would hopefully have included that in the items total cost .

regardless of that the buyer cannot get a refund unless their case is approved and they have to send the item back to you posted via an approved PayPal method. So in the end you would get your item back and refund the amount the buyer paid.

It's the buyer who ends up out of pocket for the return postage , unless ofcourse it was an error on your part and your a decent seller who would  refund them for the return postage . 

[3415len]

jeremy  looks like you work for ebay that is fine, who is the judge in this matter, if the customer buys something that when it arrives is not what he wanted , but the discription and product is fine, why would the seller have to refund shipping cost to them, if the product is incomlete or broken then I can understand, but it seems the buyer places a claim without expalining his reasons is fine with ebay

$50 shipping cost is very expensive someone has to pay for it

whats this about Pay Pal seller protection what does that cover you for

3415len

[digital*ghost]

Have they opened the claim via eBay or PayPal? I'm not sure it's possible to open an INAD claim via eBay without saying something in regards to why, but I have no experience with claims (PayPal or eBay) as a seller, so that's just an assumption based on the information I've read regarding the process on eBay UK (for eBay Buyer Protection).

The buyer will need to provide a reason for the claim at some point, so I suggest logging in to either PayPal or eBay UK, depending on what kind of dispute it is, and checking the resolution centre, then respond with anything you want/need to, even if it's just a request for further information on how the item is not as described.

Seller Protection doesn't cover INAD claims, in those cases there is just a "winning" party, and a "losing" party - if the claim is decided in the buyer's favour, they receive a full refund of the original payment after returning the item (in some cases they do not have to return the item). If the claim is decided in the seller's favour, the buyer keeps the item and no money is refunded to them. Seller protection - in general - means that a seller keeps the money and PayPal funds the refund, which very rarely happens with INAD claims, and will typically only happen in the case of a chargeback or unauthorised use claim, and occasionally may also cover an Item Not Received claim. 

BTW, the posts of eBay empolyess clearly indicate that they work for eBay...everyone else is a standard member like yourself. 

[3415len]

the item was brought thru our Australian ebay site , but buyer put a claim thru Ebay UK

after reading some other posts it seems this is a common accurance

I wonder what ever happened to a fair and honest playing feild which was Ebays quote

Buyers protection seems to be just written words which have no real basics

 ebay encourages us to sell outside Australia , for trade off is a better chance to sell your items , but there is no real support for sellers who do the right thing

[phorum_junkie*]

The ebay dispute process is almost identical to the Paypal peocess. The buyer does not have to describe the faults but in your response if you make a good job of saying just how wrong they are then you will almost certainly win the dispute.

One difference is that if a buyer can prove the postage cost is disproportianately high compared to the item price they may not have to return it.

There is no point in worrying about the outcome until the dispute is raised to a claim and the buyer wins. If that never happens you will have worried for nothing.

[3415len]

I got a reply from my UK buyer who want be to pay the return of the stamps to Australia

the reason is the picture showed a blown up version of the fonts even that the main heading had the size mensioned 3 times that these were very small

METAL STAMPS LETTER & FIGURE 1/32" .8mm .032" very small

when he received them he was not happy with the size of the stamps they were far to small for his use, he mensions stamps are very small but the picture was misleading !

I wonder in a legal sence this chap would find it hard to explain what was read and whaty he see's was my fault

I WOULD HOPE EBAY  takes some stance with these types of claims against International buyers , I believe he is playing a game trying toi get these for nothing

http://cgi.ebay.com.au/ws/eBayISAPI.dll?ViewItem&rd=1&item=110743671999

[jawsnine]

You need to be clear with your buyer that he has changed his mind so he must pay the return postage if he wants a refund. 

If it were me, I would let them escalate it to a claim knowing that the item is as described - very small. Along the way you need to stay unemotional about the whole thing and just state facts - not that you think the buyer is trying to get the item for free.