How do you deal with a buyer who is out of their mind and lying through their teeth?

[herbalini]

This is a case that was opened for a facial serum. Product had a 14 day return policy and the buyer opened this case 23 days after they received it. I feel like I'm talking to a crazy person...

[herbalini]

I understand the return process perfectly... From previous and very extensive experience, I know for sure that kind of **bleep** will turn into a defect that will screw with my percentages. If this case would be just a simple return dues to "changed mind" then it wouldn't count and buyer would be responsible for shipping it back. I have had prior cases with "not as described" as the reason and accepting them counted as defects.

[green-night]

There are only 2 types of defects a seller can basically get (besides late shipping):

Out of stock

Case closed without seller resolution 

So which type of defect did you get from accepting a NAD return? 

[deep-garnet-red]

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@herbalini wrote:

" "If I accept the return right now, it'll count negatively towards my account."

No it won't. "

Yes, it will because it counts it as a defect.

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Nope, not a defect as long as you accept the return. If you follow the CS advice it WILL be a defect because you cannot win this case.

I know it is frustrating, but you have to accept the loss and move on. I've had three false SNAD cases in the past year.  It's just part of doing business on here. It is no longer a defect. I though the same thing when I first came back after being away a few years. 

[myangelandmyprincess]

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@herbalini wrote:

I understand the return process perfectly... From previous and very extensive experience, I know for sure that kind of **bleep** will turn into a defect that will screw with my percentages. If this case would be just a simple return dues to "changed mind" then it wouldn't count and buyer would be responsible for shipping it back. I have had prior cases with "not as described" as the reason and accepting them counted as defects.

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How long ago was your other experience?  Opened cases used to count they don't now. If you follow the customer service advice I almost guarantee a defect and possible a refund without the buyer having to return.   Accept the return provide shipping label and you don't get a defect.  The buyer has five days to return after that point 

[lintbrush*]

Returns, regardless of the reason, are not counted as defects as long as you, the seller, resolve it.   Policy changed in 2016.

If you don't believe us, here it is straight from the horse's mouth:

http://pages.ebay.com/sellerinformation/news/fallupdate2015/seller-standards.html