Buyer "assumed" Twill pants were sweatpants, opened SNAD

[jandsknight]

In item specifics it said Style:Chino, Fabric Type: Twill.  Those words were not in the title or description, so buyer said she assumed they were sweatpants by the picture.  That's what she said if her complaint.  She didn't say anthing about Item Specifics.  Pants are black and have an all-elastic waist.  I sent her a message telling her what the item specifics say.  I told her that ebay considered those item specifics to be an important part of the description.  I offered to refund her original cost for pants and shipping after I received pants in same condition.  I said I didn't think I should have to pay the return shipping.

Should I call ebay or have them call me?  I don't know how to get them to call me without committing to something.  I haven't had this situation before.  Listing was "No Return".

Please, advise me.

[kritter]

If it is a SNAD, you will not win. If you want them back, accept the return, and send a label. If you don't want them back, refund her. Maybe you can bluff her with that message you sent but it won't stand up if she goes ahead with the case she has filed.

It doesn't matter if you are No Returns or not. Once that SNAD is filed, ebay will go with the buyer.

Think of it this way...If she had filed with her credit card, you would lose, not get the pants back, and pay an extra $20.

[Emerald_Door]

Some people.  

Maybe you can convince her to close the case so she can try to open a return case for "didn't like," or whatever the option is.  If not, you're out of luck, as Kritter said.  Sorry.  

We need her ID on the BBL thread.  

[kritter]

I think if the buyer closes that SNAD case, she can't open another one with ebay.

The only way she can change the case would be to call Ebay CS and ask them to change it which unless she is a rookie, she won't do.

[jandsknight]

I got a message from ebay saying I'd agreed to return even though I'd just sent a message to buyer like they asked me to. So, I had ebay call me. The agent immediately said I didn't owe the buyer anything. Then she walked me through reporting the buyer for a false claim. She said the case should be ended withing 24-72 hours. That would be not counting the weekend because she said I should contact ebay about it again on Aug 25 if I hadn't received info by email that it was ended. I hope it works.

She thanked me for my "loyalty" for being an eBay member for 23 years. I read that this is eBay's latest project, keeping people like me who've been members a long time and buy and sell.

[kritter]

Wait and watch, grasshopper. Those CS people lie to get you off the phone.

I hope it works out for you.

[zoesam]

I hope it works out. Recently, Ebay will not side with you on that.  However, at Open, Jordan S did talk about a push for more protections for sellers in his closing keynote. He gave several examples of which sellers had been protected from fraudulent returns. His examples were pretty extreme though - a 5K watch that the buyer sent back a rock & another similar one I don't remember, very expensive item & buyer sent back empty box.

So, this may be part of a bigger push on Ebay's part to protect sellers or you may still get overturned when the buyer escalates. Let us know how it works out.  Also, in all of Jordan's examples, the return had been allowed.  

I understand the point of the IS's, but I will say that buyers have NEVER read them, they gloss right over them & always have. I would not expect anything in there to get read. For awhile I had put measurements in the IS's & had never gotten so many ?'s asking for measurements, EVER! I often had convo's with them explaining where to look & they would still not see them, we'd have to go back & forth 3-4x before they actually found the IS's & then they usually said things like "oh, I've never noticed that section" or "I never look at that section".

[jesmelric]

Aug 19, 2021 21:39:33 GMT kritter said:

Wait and watch, grasshopper. Those CS people lie to get you off the phone.

I hope it works out for you.

I have totally had this experience.

[kritter]

jandsknight

I hope it works.

Did it work?

[jandsknight]

The saga is not over. Buyer said she never intended to return, then said she'd pay for return and a lot of other contradictory nonsense. Ebay wouldn't close the case. So I agreed to have them send her a label. Nothing has happened. In a few days her deadline to return will be over.

I think she was hoping I'd send her a refund without her returning the pants. From some things the 2 ebay reps said I think she has a record of this kind of behavior. I'll post her user name after the case is closed.

I'm glad this type buyer doesn't find me very often. I'm especially glad I don't depend on ebay sales for my livelihood.

[kritter]

I think she was hoping I'd send her a refund without her returning the pants.

Probably has worked for her before so she keeps on keeping on.

Hopefully she will just fade away without returning now that her scam isn't working.

[jandsknight]

The case is closed. Details said buyer closed. She had until Sep 7 to mail the return. I will post her name in the bad buyer list and block her from my selling accounts.

[jesmelric]

It is good that she closed the case, otherwise it would have counted against you. I had a buyer file a SNAD because the item was "wrinkled". Seriously. When I reached out to ebay via FB they literally told me I should start taking returns so buyers won't have to make stuff up to get a return, and the SNAD was not going anywhere so of course it counted against me.

[jandsknight]

I thought if I agreed to the return I would be exonerated.

[chapeaunoir]

No - no matter what, even if the buyer ends up never sending the item back or cancels the return, it counts against us.