- This topic has 9 replies, 3 voices, and was last updated 6 years, 2 months ago by
.
-
Posts
-
-
Hey everyone,
I hope everyone is staying safe and healthy. I had a customer open an INAD (doesn’t match photos or description) return on a pair of boots and wrote the following remarks: “Hello, this is a used item. The brand of the shoe is coming off the heel. No where on the description did it say it was used. I want a full refund please.”
Except, the item specifics did state “pre-owned”. I also wrote the following description: “The boots have wear on them from normal use and handling. The boots have been thoroughly cleaned and are ready to be worn upon delivery. The boots do not come with the original box, packaging, or stuffing. Please see all of the photos and use the zoom tool as needed.”
I took 12 photos of the boots and the 4th picture showed the wear on the heel that they commented about.
I accepted the return and the boots are currently in transit back to me. I am a top rated seller and I offer 30 day free returns. Normally with INAD claims, sellers are required to refund the original shipping. But, it is clear that this buyer did not read the description and only looked at the first photo.
The original shipping cost was $14. Should I just refund the original shipping cost and move on or should I withhold the original shipping? As far as I can read under the seller protections, I can withhold the shipping without any penalty. Is this true?
What would you do? Has anyone had a similar experience?
-
I would certainly withhold original shipping if this situation came up for me.
The last time something like this happened several months back, I did have the option to refund original shipping or not (even tho I don’t offer free returns), and I chose not to. The buyer appealed, and I think ebay gave them the money, but it didn’t come out of my account.
-
-
Regardless of what you do, this false INAD will negatively affect your Service Metrics – there’s pretty much nothing you can do about that. So you might as well make yourself whole on the shipping costs.
Was there some other sort of ebay metric you were concerned about? I’m actually never sure what people are referring to when they say “defect” in this context.
-
A single defect won’t hurt anything. If you have a bad history of lots of defects in a short amount of time, then being concerned would makes sense.
As Sonia said, we would withhold the original shipping. The buyer is abusing the return policy.
-
Hey Jay, thanks for the reply. I don’t have any defects at all. My concern is that if I don’t refund the original shipping cost, the buyer will open a case. If they decide in favor of the buyer, it would count against me right? Or am I protected because of being a top rated seller with 30 day free returns?
It is obvious to me that the buyer is abusing the return policy, I just have to get eBay to side with me, which is the hard part.
-
If you have 30 day free returns, there’s seller protection in these cases. You’re allowed to not refund the buyer their shipping if its being abused, and eBay will remove any negative feedback. This has been the case with us.
-
Okay, I will fight it then. Thanks again for the replies, I really appreciate it. I will post an update once everything is done.
-
-
-
-
-
- You must be logged in to reply to this topic.