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Potential fraud return
Summary: brown_3696 is seeking assistance with a return case for a watch listing. The buyer claims the watch was different from the pictures and the box was damaged, yet has only provided a picture of the box. The buyer also stated they just don't want the watch, raising concerns for brown_3696 about potential misuse of eBay's return policies. jacbarcollectibles advised that if an 'Item not as described' case is opened, a full refund should be provided upon return, but they should report if the returned item differs from what was sent.
I am requesting help with a return case for my watch listing. The buyer opened a return saying the watch was not the same as the pictures and that the box was damaged. However, the pictures in my listing were real-life pictures of the exact watch that was shipped.
The buyer’s return explanation does not show any pictures of the watch itself. The only picture provided was of the box. The buyer also claimed the box was damaged, but the condition shown appears more like it was torn or intentionally damaged rather than normal shipping damage.
When I contacted the buyer and asked about the issue, instead of explaining what was wrong with the watch, the buyer only replied that he “just doesn’t want the watch.” This makes me concerned that the original reason for the return may not be accurate.
I am worried the buyer may return only the box or return the watch in a different condition and still receive a refund. I would like eBay to review this situation and make sure the returned item matches the item I originally sent before any refund is issued.
I have the original listing pictures, description, and messages with the buyer available as proof.
Thank you for your help.
mam98031
Mentor2 weeks ago@brown_3696
What was the reason the buyer selected when they opened the Return? This is important, it will tell you on the return what the reason for the return was. Not what they may have typed in, but there is a list of reasons a buyer has to choose from when creating the return.
Even with a no return policy, if the buyer filed for a return for damage or because it wasn't as described, you need to process and accept the return. It is important that you accept the return and issue the return label. DO NOT allow Ebay to step in. If you don't respond fast enough, Ebay will step in and that is NOT in your best interest. Ebay would approve the FULL refund and NOT require the buyer to return the item to you. And to add insult to injury, Ebay would not refund your fees. So Don't do this. Process the return, even if you are concerned the buyer isn't telling the truth. That happens. It is part of selling on the internet.
Now if the buyer selected the reason they didn't like it, don't want it or something like that, it makes it a Buyer's Remorse return and because of your return policy [no returns], there should be an option on the Claim for you to deny it.
The return policies options are as follows.
1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request, if the buyer properly filed the claim. Or if they want to they can accept the return and have the buyer pay the return shipping. If the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus if the seller so chooses they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they options 2 or 3 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Camera Drones, Camera lenses, Collectibles & Art, Digital Cameras, Jewelry and Medical & Mobility.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
jacbarcollectibles
Mentor2 weeks agoDid the buyer open an "Item not as described" case? If they did then you are expected to accept the return, provide a prepaid return label and give a full refund once the item is returned. If the buyer returns something that is not what you sent then you can report the buyer for misusing the money back guaranty.