Why can’t I get back advertisement fee after a sale didn’t go through
Summary: dnu_14 faced an issue on eBay when a buyer requested a refund for a phone listed as blue, claiming it was silver. Despite providing a return ticket and eBay ultimately refunding the buyer, dnu_14 was frustrated with not receiving reimbursement for advertisement fees. perfect-sally and others suggested the decision was due to a lack of timely cooperation, while dnu_14 argued they followed eBay’s instructions and the problem was solely about the item’s color. hasjana and kometenhuhn discussed the listing details, agreeing the issue seemed unwarranted, yet acknowledged the system's limitations when the platform intervenes.
I recently sold a phone on eBay, the photos and item description are blue, however, the buyer decided to he wants a refund because he said he thought the phone was silver. I decided to involve eBay as I thought this was unfair. After a month of back and forth with eBay, I bought a return ticket and sent it to the buyer. He then sent the phone back and he got his money back. The problem is an eBay agent decided that I cannot get the advertisement fee back because I didn’t cooperate with the buyer. This is false because I am the one who bought the return ticket. Please assist me with this issue.
hasjana
·2 weeks ago@dnu_14
if it’s about this smartphone:
https://www.ebay.de/itm/398169577886
judging by the pictures, I’d also be surprised if I’d received a blue one; the device also looks more silver/gray to me
the item specifics do say blue, but if the buyer uses the app, that can be overlooked, since you have to click on the specifics separately; the same goes for a description
btw. you can also leave out your AI description altogether, since it just lists the item specifics of the "must-have" in a flowery way - it would be better to describe the device in your own words
... with the AI description, I’m not the only one who gets the feeling that the seller isn’t making much effort - apart from the fact that all signs of use have to be mentioned in the text (or rather everything that differs from new condition, e.g. the battery capacity, which is given as 100% by the AI, but also minor scratches, etc.)
kometenhuhn
·2 weeks ago · EditedIn images 3 and 4, it is clear that it is not silver - on top of that, he described it as "blue".
So I don't see any justification for a return if only the color was complained about.
In my view, buyers also have a bit of a responsibility to look into items - pictures + description - when you buy something, especially in this price range. I don't just look at the first picture and then buy on impulse.
alena@ebay
·2 weeks agoHello @dnu_14 here the decision remains that the fees will not be credited to you, as @perfect-sally already mentioned.
Thanks for tagging @perfect-sally 😘
Best regards
dnu_14
OP2 weeks agoBut why? I took care of this case myself and kept contacting eBay again and again. Their staff always told me to wait and that I didn't need to do anything else. In the end, I decided to pay the return shipping costs to the buyer myself – this was not at eBay's request. Where is the seller protection here?
alena@ebay
·2 weeks ago@dnu_14 You were asked multiple times to send the buyer a shipping label. And you only got around to it after being asked repeatedly.
kometenhuhn
·2 weeks agoWas the return even valid? If a return was opened because of "not as described" and only the color was referred to here, it should actually be approved. In the description, the seller clearly specified "blue". Or was there another complaint?
dnu_14
OP2 weeks agoThe situation is as follows: The buyer wanted to return the phone because he believed he had bought a silver device. However, the photos and the item description clearly indicated the color blue. For this reason, I involved eBay – after all, there is seller protection. Normally, when a return request is filed, the option to purchase a return shipping label appears; however, that option was not shown to me. I then messaged the buyer saying that I could buy the label manually and send it to him, but he declined, saying he did not trust me. He insisted on waiting for eBay's response. After that, I contacted eBay several times to ask about the status of the case, but each time I was instructed not to do anything and to simply wait. So I waited for eBay's instructions. In the end, I had to buy the return label myself and send it to the buyer; only then did he agree to send the phone back. As for cooperation, I cooperated throughout the entire process. Therefore, I find it unfair not to get my money back.
perfect-sally
·2 weeks agoSo who actually refunded it in the end? You or eBay? You're going on and on about the label, but that's not the only deciding factor in a decision. I think if the whole thing dragged on for longer than 3-4 days, then the buyer will have involved eBay and they would have made the decision. And once eBay has to step in, the fees are not refundable.
dnu_14
OP2 weeks agoMeanwhile, eBay held onto the money as soon as the buyer filed a complaint. However, I also filed a complaint on my end, since I believe my actions were correct. So to answer your question: it was eBay that refunded the buyer the money, because they always withhold the funds in case of a possible complaint.
kometenhuhn
·2 weeks agoMaybe you didn't respond within the deadline - (within the case) ? Was a return label provided for the case, or did the buyer organize it themselves and did you later pay the buyer the money?
perfect-sally
·2 weeks agoI’m guessing you messed around with it for way too long and reacted way too late, and that’s why the decision went against you. Sending in a label afterward won’t help anymore either.
Please state the item number and an ebay MA can take a look.
Good morning @alena@ebay would you be so kind? Thanks
dnu_14
OP2 weeks agoHere is item number. 398169577886