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A buyer requesting a fraudulent return after damaging item
Summary: tg75006 is facing their first return situation with eBay regarding a rare puzzle sold to a buyer claiming a piece is missing. Despite secure packaging, the buyer's claim and lack of response to inquiries raise suspicions. comics-scifi-collectibles advises that eBay's Money Back Guarantee requires them to accept the return if the buyer claims the item isn't as described. They explain that refusing a return can result in losing the item without reimbursement. There are some protections available if certain conditions are met, like offering free return shipping or being a Top Rated seller. An appeal can be made after the item is returned.
A buyer requested a return - this is my first ever return. The item is a retired collectors puzzle that is no longer produced. I had put it together and sealed it assembled - all pieces were there in excellent condition. I packaged it securely, there is effectivelly no chance that something happened in transit. The buyer is claiming that a piece is missing and sent a picture of the puzzle all muddled up so it's hard to even tell which missing. I asked if anything was wrong with the packaging when it arrived and if they checked every layer of the packaging - no response from the buyer; they also ignored my question about which piece is missing. The puzzle is effectively worthless now and I believe that the buyer either lost the piece while playing with it or deliberately bought it for that one piece that they needed. What do I do?
eBay rules say I must accept the return but can deduct 50% and report the buyer. At what point do I report? I can't seem to get anyone from eBay live, and the FAQ section is not very clear on the sequence of the steps. Also, feels really unfair that I now have an item that is worth next to nothing when I took every step to ensure it arrived in top notch condition.
PS: Buyer has 0 feedback if that's relevant, they won the auction.
comics-scifi-collectibles
Mentor2 weeks ago@tg75006 I understand that this is frustrating.
If the buyer files a refund request SAYING that the item is not as described then you need to accept the return and issue the return shipping label.
The eBay Money Back Guarantee overrules your returns policy. Your return policy is only for buyers remorse refund requests such as doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and force a refund. You do not get your seller's fees back, you get a defect and the buyer may be allowed to keep the item.
If the buyer abuses the eBay MBG in some way then you can report them but it doesn't get your money back:
https://www.ebay.com/help/selling/resolving-buyer-issues/report-issue-buyer?id=4084&st=
Sellers have protection for return abuse if they offer FREE RETURN shipping on their listings OR if they are a Top Rated seller and offer 30 days or greater returns. The seller can then reduce the refund amount by up to 50% if the buyer sends a different item or somehow reduces the value of the item.
Seller protection:
https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=4&query=Seller%20protections&intent=seller%20protection&context=DEFAULT_SELLER
After you receive the item back you can try and appeal the case.
tg75006
OP2 weeks agoThank you very much for the detailed explanation. It's a frustrating situation, but it is what it is. I'm not a professional seller, only sell some of our stuff periodically over the past 20-odd years, and the policies have shifted a lot - starting with not allowing negative feedback for buyers.
It is what it is. Appreciate your response! Have a great day.