eBay sellers - disputing buyer issues experience?

[Sea Cot]

Despite providing an accurate listing (including model year range of applications), detailed photos, stating a no-return policy, offering to answer questions and provide additional photos, and selling at 20% off list price, a buyer has requested a refund claiming the item doesn't match the description. The buyer did not contact me for technical questions. Price "negotiation" was set through the automatically accept/reject offers feature.

My part would connect the buyer's parts A to B. The buyer didn't realize that his part A and part B are from different model years. Part A is compatible with my part, part B is not.

eBay appears to not offer a resolution in which I receive the item without any out-of-pocket cost. I am not able to offer an exchange because I don't have what he really needs. The other options require that I pay for return shipping, or the buyer is refunded some or all money and keeps the item.

On principle, I believe I did nothing wrong. 19yr account 500+ transactions 100% feedback. The buyer is at fault for not knowing what he has. But, the wildcard is eBay because. . . . eBay.

What say WTJF?

 

[Wildman]

I've ran into the same thing before and it is just part of dealing with the new world of internet shopping.
I sold snowmobile parts and had pic's a description and the guy gets it and then complains that it was plastic. Which I had clearly stated in my listing. And this was a Canada shipment so I had to eat some serious coin.
The other was on a used ARB that had some surface rust on it. Ended up giving him back $100 and he kept it.

You can state your side of the dispute to Ebay but they do seem to favor the buyer.

 

[Chris]

You're absolutely right, you did nothing wrong whatsoever.

If it was someone like me (as the buyer), I would accept that I made a mistake, and cut my losses. It is of course the responsibility of the buyer to do the research when it comes to a used part and make sure that it will fit.

However, my experience is that eBay will always side with the seller, 99.9% of the times. It's the unfortunate reality of it, that things have become so much about the buyer in this day and age, that it's made it very hard for the sellers in circumstances like these.

 

[mrblaine]

I rarely lose a dispute on either side, either as a buyer or a seller. I've had buyers try to screw me over and after one time for a small amount a long time ago, we stopped selling to unverified addresses and set our fraud filters to that effect. As a buyer, I take pictures of the problem, explain clearly why the product is deficient and go through the process. That has worked on small items that clear my relatively high bar that I set for things that bother me enough to chase a refund and it has worked on very high dollar items of 4-5 grand.

Explain your side clearly to through the dispute process on eBay, explain why this isn't your fault and hope for the best.

In my experiences, I don't see a bias to either side.

As an aside, did anyone else notice that if you issue a refund on the business side of PayPal that they don't return your fees as of Jan 1st? I don't often piss and moan about PP but that's bullshit.

 

[Chris]

I noticed that about PayPal and how they aren't refunding fees. That really pissed me off when I found out, especially since I do a lot of business through PayPal.

 

[OHFIVETJ]

Why not just accept a return / refund & make the seller pay shipping both ways so there is no cost incurred by you.
FYI: I have been buying & selling on e-bay since 1998 / I don't buy from anyone that wont accept returns PERIOD !

 

[Sea Cot]

Why not just accept a return / refund & make the seller pay shipping both ways so there is no cost incurred by you.
FYI: I have been buying & selling on e-bay since 1998 / I don't buy from anyone that wont accept returns PERIOD !

That option doesn't appear to be available through ebay's resolution center. The options all have me either paying for shipping with or without exchange, and or refunding some money and the buyer keeps the item. If an obvious described option for buyer pays return shipping and I refund the money would be fine, but I don't see that option.

 

[OHFIVETJ]

Just tell the customer you will accommodate him even though it says no returns excepted & refund him 100% of purchase price less all shipping costs & he pays return shipping, that's nice enough, being its not even your fault.

 

[Sea Cot]

My last message to the buyer was that I'd give 100% refund after he pays for return shipping and I verify the item has not been damaged, modified, etc. The buyer has not replied. I had a conversation with an eBay rep today. The rep had full access to the messages between the seller and I. The rep also said that my final value fee and Paypal fees will be credited if I refund the purchase- personal account, not business.