eBay, etc. General Question/Answer Thread

[restricter]

Hi, I need some advice. I’ve got a buyer who didn’t read the description or look at the pictures and is returning the item.

Reason: Doesn't seem authentic
Comments
Sorry before I order this pendant picture on eBay . I thought the pendant is 100./. Yellow gold. But when I received the pendant have haft white gold & haft yellow gold. Also today 4/17/2018 the pendant have sending return to you by USPS Tracking - 9502110594408107308450 In this week you will received your item pendant back. Please credit back money to my paypal account. $700.00 Thank you

I haven’t approved anything and I’m really not sure what to do.

I do have a return policy so that may be why he’s automatically mailing it back. I also charge a restocking fee and I intend to charge it.

 

[BeenBurned]

Hi, I need some advice. I’ve got a buyer who didn’t read the description or look at the pictures and is returning the item.

Reason: Doesn't seem authentic
Comments
Sorry before I order this pendant picture on eBay . I thought the pendant is 100./. Yellow gold. But when I received the pendant have haft white gold & haft yellow gold. Also today 4/17/2018 the pendant have sending return to you by USPS Tracking - 9502110594408107308450 In this week you will received your item pendant back. Please credit back money to my paypal account. $700.00 Thank you

I haven’t approved anything and I’m really not sure what to do.

I do have a return policy so that may be why he’s automatically mailing it back. I also charge a restocking fee and I intend to charge it.

UGH!
'The buyer sounds new and unaware of how ebay works.

Here's my take. From the listing, I'd have to say that IMO, it does look like all gold. It's only after looking carefully at the pictures and inscription that I see that the round outer circle is marked "steel" and then, I could see a difference in colors. And you clearly describe as gold and stainless, so had the buyer read the description, she would have known that it was 2-toned.

Clearly, she did NOT read!

This is how I'd respond (insert eyeroll - another BB letter):

"Dear buyer,

I'm sorry you aren't happy with the pendant. Please look again at the listing because the pictures show the "steel" markings on the circular ring and the description states that it's stainless steel (silver) and gold. I do have a return policy and will gladly accept the return.

Note that with my return policy, I charge a restocking fee as shown in the listing. That's why (in the future), returns should always go through the ebay transaction. That is for your protection as well as my own.

Once received and condition is as sent, I'll issue a refund to your paypal account.

Sincerely,
Seller"

@restricter - you can opt to add a comment about either deducting for the restocking fee or deducting the postage. (I didn't include that.)

 

[restricter]

Update: the buyer used their own postage and supposedly, eBay can reflect the reason as buyer’s remorse based on the text of the comment, which means I can charge my 15%. I have a case note reference number so hopefully they weren’t bs’ing me. Ugh. Stupid buyer!

 

[restricter]

UGH!
'The buyer sounds new and unaware of how ebay works.

Here's my take. From the listing, I'd have to say that IMO, it does look like all gold. It's only after looking carefully at the pictures and inscription that I see that the round outer circle is marked "steel" and then, I could see a difference in colors. And you clearly describe as gold and stainless, so had the buyer read the description, she would have known that it was 2-toned.

Clearly, she did NOT read!

This is how I'd respond (insert eyeroll - another BB letter):

"Dear buyer,

I'm sorry you aren't happy with the pendant. Please look again at the listing because the pictures show the "steel" markings on the circular ring and the description states that it's stainless steel (silver) and gold. I do have a return policy and will gladly accept the return.

Note that with my return policy, I charge a restocking fee as shown in the listing. That's why (in the future), returns should always go through the ebay transaction. That is for your protection as well as my own.

Once received and condition is as sent, I'll issue a refund to your paypal account.

Sincerely,
Seller"

@restricter - you can opt to add a comment about either deducting for the restocking fee or deducting the postage. (I didn't include that.)

I’ll wait until my item is back in my hands, eBay does what they said and then I’ll refund the buyer minus the 15%.

BTW, on my screen the pendant is clearly two colors and anyone who’s familiar with this particular pendant knows that’s how they are made.

In other news, I just blocked someone else for lowball offers both via the offer button which were automatically denied and by message. Is there a full moon or something?

As always, BeenBurned, thanks! You’re the best!

 

[whateve]

I’ll wait until my item is back in my hands, eBay does what they said and then I’ll refund the buyer minus the 15%.

BTW, on my screen the pendant is clearly two colors and anyone who’s familiar with this particular pendant knows that’s how they are made.

In other news, I just blocked someone else for lowball offers both via the offer button which were automatically denied and by message. Is there a full moon or something?

As always, BeenBurned, thanks! You’re the best!

Since the buyer didn't go through ebay for the return, you'll probably have to call to get your fees back.

 

[BeenBurned]

BTW, on my screen the pendant is clearly two colors and anyone who’s familiar with this particular pendant knows that’s how they are made.

I'm not criticizing your listing or pictures. I'm just pointing out that buyers who don't read and may not know the item they're buying might not have noticed the differences in the colors.

Absolutely, someone who knows what they're buying wouldn't have made the mistake that the buyer made.

Fortunately, she didn't file SNAD since had she done so, even though you are correct in your listing, you'd have had to pay for the return shipping label and wouldn't have been able to retain the 15%.

 

[restricter]

Since the buyer didn't go through ebay for the return, you'll probably have to call to get your fees back.

Bless you for reminding me of that! Xoxoxo

 

[restricter]

I'm not criticizing your listing or pictures. I'm just pointing out that buyers who don't read and may not know the item they're buying might not have noticed the differences in the colors.

Absolutely, someone who knows what they're buying wouldn't have made the mistake that the buyer made.

Fortunately, she didn't file SNAD since had she done so, even though you are correct in your listing, you'd have had to pay for the return shipping label and wouldn't have been able to retain the 15%.

You know what really galls me? That pendant traveled all the way to Hawaii. I’d love to be in Hawaii right about now.

 

[LolaCalifornia]

I need advice, please. I purchased a (recently discontinued) Bobbi Brown foundation that was listed NWOT. Three days after winning the bid and paying (since seller hadn’t shipped yet), I read feedback only to find out seller has several negatives (not shipping, canceling order if highest bid is too low, not communicating & SNAD). I received it today and am sure the foundation was watered down. I’ve used it for years, and it normally has a very thick texture; the one I received is extremely watery. The price was pretty good but I know it can’t be new— plus I don’t want a watered down version. I’m just not sure how to proceed... I’ve never done a SNAD or complained. Should I just cut my losses for an inexpensive item?

 

[BeenBurned]

I need advice, please. I purchased a (recently discontinued) Bobbi Brown foundation that was listed NWOT. Three days after winning the bid and paying (since seller hadn’t shipped yet), I read feedback only to find out seller has several negatives (not shipping, canceling order if highest bid is too low, not communicating & SNAD). I received it today and am sure the foundation was watered down. I’ve used it for years, and it normally has a very thick texture; the one I received is extremely watery. The price was pretty good but I know it can’t be new— plus I don’t want a watered down version. I’m just not sure how to proceed... I’ve never done a SNAD or complained. Should I just cut my losses for an inexpensive item?

It sounds like it's been watered down, in which case it's SNAD.

I'm curious. Was the container sealed? Does it have a date code for manufacturing and expiration?

If she tampered and diluted it, I certainly don't think eating the loss is the way to go. It's not the amount of money; it's the principle.

Although I never buy cosmetics online, I've heard of it being done with MAC and perfumes.

 

[LolaCalifornia]

It sounds like it's been watered down, in which case it's SNAD.

I'm curious. Was the container sealed? Does it have a date code for manufacturing and expiration?

If she tampered and diluted it, I certainly don't think eating the loss is the way to go. It's not the amount of money; it's the principle.

Although I never buy cosmetics online, I've heard of it being done with MAC and perfumes.

It wasn’t sealed, but normally isn’t (when purchased new). It just comes in a box, but she said NWOT and no box. No date code either (it’s normally on the box). I usually don’t buy cosmetics on eBay but only did because my favorite foundation was discontinued. If I file a SNAD case, how do I prove it was diluted? Won’t eBay want proof? Should I contact the seller first (and just ask for a refund)? Thank you for your advice btw.

Edit: I went ahead and initiated a return with the return reason “Item does not match description”. I hope that’s the correct one & method to start a SNAD... You’re right though— it’s about principle. Thank you!

 

[LolaCalifornia]

It sounds like it's been watered down, in which case it's SNAD.

I'm curious. Was the container sealed? Does it have a date code for manufacturing and expiration?

If she tampered and diluted it, I certainly don't think eating the loss is the way to go. It's not the amount of money; it's the principle.

Although I never buy cosmetics online, I've heard of it being done with MAC and perfumes.

She already replied! Not sure what to do now. Here’s what she said:

Apr 21
The seller sent you a message
Message
Hello, this item has NEVER been used and has never been tampered with or “watered down”. I will not accept a return for an authentic item that you bought for over 50% off.

My photo below shows the difference between same foundation purchased directly from Bobbi Brown website (right side), and the one purchased from this seller (left side).

 

[BeenBurned]

She already replied! Not sure what to do now. Here’s what she said:

Apr 21
The seller sent you a message
Message
Hello, this item has NEVER been used and has never been tampered with or “watered down”. I will not accept a return for an authentic item that you bought for over 50% off.

Since she's refusing the return, escalate. (It sounds like you just requested a return rather than SNAD. No?)

Now ebay will step in and hopefully find in your favor. The worst that can happen is that they find in favor of the seller and you're so worse off than you are now.

 

[LolaCalifornia]

 

[LolaCalifornia]

What’s the difference? Requesting a return with that reason is not SNAD? How do I do that?