Buyer claiming Filson sweater “not merino” and demanding refund - eBay International Shipping

[troys_toys1]

Hi everyone, I’d appreciate some guidance from sellers who’ve dealt with this type of situation.

I sold a Filson Guide Sweater from Canada to a buyer in the UK using eBay International Shipping Program. It sold two days ago and is currently on its way to the eBay hub.

This morning the buyer messaged me saying the sweater is “not merino wool” because the garment tag says “100% Wool” instead of “100% Merino Wool.” They also claimed it looks like an older heavyweight model and not the Guide Sweater. They’re demanding either:

A) A full refund including original shipping and return postage, or
B) A partial refund of $225 CAD while they keep the sweater.

They also said they will open an “item not as described” case if I don’t respond within 48 hours.

For context:

• Filson’s official specs list the Guide Sweater as 100% merino wool.

• Many Filson garments use “100% Wool” tags even when the wool is merino.

• My listing photos clearly showed the actual garment tag.

• The item matches the Guide Sweater specs, and the listing description was accurate.

I contacted eBay support and was told that once the package reaches the International Shipping hub, eBay takes over and handles any returns or claims. They said I shouldn’t need to worry because EIS protects the seller once the hub receives it.

My questions:

1. Has anyone dealt with a buyer challenging materials or tag wording like this?

2. With the eBay International Shipping Program, am I fully protected once it reaches the hub?

3. Could this buyer actually force a refund or partial refund before the hub scan?

4. Does this appear to be a legitimate concern or more of a negotiation tactic?

Any input from experienced sellers would be appreciated. Thanks!

[an_709184]

Ebay handles anything that happens after the item is sent to the hub for eIS orders. This is not your problem anymore. Tell them to take it up with eBay; your money is safe. Do not refund anything!

[marnotom!]

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@an_709184 wrote:

Ebay handles anything that happens after the item is sent to the hub for eIS orders. 

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Not quite, @an_709184, but you're close.  eIS will handle anything that happens to the item after it's accepted at the hub.  That means that if it gets lost or damaged en route to the hub, it could be on the seller.  

@troys_toys1, I doubt that anyone posting here will have had experience with something like this as eBay International Shipping is still pretty new to Canada.  You could try posting on the US boards, though, as the US eIS operates in principle pretty much as the Canadian version does.

In the meantime, if it's all possible, I would refrain from responding to the buyer until the item is accepted at the hub.

[flipistics]

Personally, I'd probably let them know that the manufacturer's website says that it is 100% Merino wool and suggest that they verify the material and model themselves with the manufacturer. I'd also politely suggest that I do not do partial refunds and that eBay themselves handle all international returns for the item.

IMO they either found the item cheaper on Black Friday deals, changed their mind on wanting it, or are trying to scam and figure you would be unable to arrange return shipping (not realizing that eBay now deals with it).