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Buyer wants to return non-working electronic item, what if it works when I receive it?
A buyer won my DVD/VCR combo, listed as no returns. It worked before I sent it. They received it and say it does not work. Something seems a bit fishy to me, but I read that eBay almost always sides with the buyer, so I'm going to allow it to be returned. But, what if they return it and it actually does work - what recourse will I have? At minimum I will have lost the cost of return shipping.
5 comments
brrian
OP1 year agoNo bear poking! Despite something seeming 'off', I immediately offered to accept the return & sent a nice message which included:
" I’d like to resolve this matter for you as quickly as possible. Could you please initiate a return request through eBay’s return process? This will allow us to handle the situation in accordance with eBay’s policies. I'll watch for the request."
That was three days ago and I haven't heard anything since. This is the first time I've dealt with anything like this and I'm here just to make sure I understand all of this - process, rules & typical resolution.
Thank you again!
comics-scifi-collectibles
Mentor1 year agoPerfect message! The ball is in the buyers court... just wait now and see if they actually file the return request.
brrian
OP1 year agoOkay. So if I understand this correctly, because I did not offer free return shipping, I don't have any financial recourse at all; I can only report the abuse if there is any. And if I had offered returns, at best I could've gotten 50% back.
If it's as I said (i sent a working device, they said it doesn't work and return it, upon return I test it and it works fine), does that play into anything at all?
And lastly: I've contacted the buyer to help them return the item, but I haven't heard for them for days. Is it correct that the eBay Money Back Guarantee gives them 30 days to return the item, after which they can't return it for any reason?
Thank you!
comics-scifi-collectibles
Mentor1 year ago@brrian The DVD player could have been damaged in shipping, or it caused a temporary short....These are things that eBay would say. They are going to side with the buyer.
Just approve the return label and hope you get the same item back in the same condition it was sent in.
And lastly: I've contacted the buyer to help them return the item, but I haven't heard for them for days. Is it correct that the eBay Money Back Guarantee gives them 30 days to return the item, after which they can't return it for any reason
Don't POKE the bear.... just approve the return label from the return request. Then it's up to the buyer.
They may even be fishing for a refund without a return. Always wait until you get the item back before you refund.
The eBay MBG expires after 30 days. They may have some recourse with their payment method by filling a chargeback after 30 days but then they'd have to pay return shipping. Here's info about chargebacks, eBay calls chargebacks disputes> https://www.ebay.com/help/selling/getting-paid/handling-payment-disputes?id=4799&st=3&pos=1&query=Handling%20payment%20disputes%20&intent=disputes&lucenceai=lucenceai&docId=HELP1468
comics-scifi-collectibles
Mentor1 year ago@brrian. No returns doesn't mean no refunds. Your return policy is for buyers remorse returns only.
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 only applies if the buyer files a buyer's remorse return: Doesn't fit, changed mind, etc.
If you do not accept the return willingly then the buyer can ask eBay to step in and forces 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=12&pos=3&query=Report%20an%20issue%20with%20a%20buyer&intent=report%20&context=9056_SELLER
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