Locked
Discussions in this board are limited to the original poster and Community Mentors
Problem With A Return Case Started Against An Item I Sold
Hello,
I recently sold a keyboard on ebay: my Roland E-A7. I specified in the listing that I do not accept returns. The buyer received it and started a return, with his reason being "item not as described." He didn't give me any idea of what he found inaccurate. So I messaged him and asked him to elaborate on what the problem was. He then admitted in the message that he realized that this particular keyboard just wasn't for him. So he pretty much admitted that it wasn't the fault of my description, but rather him just changing his mind. That seemed pretty unfair that he should be ablel to do that so I requested a callback from Ebay and told the rep exactly what went down. He looked at the return case and saw the exchange of messages and told me that the case would be closed in my favor and that the buyer would not get his money back nor would he return the keyboard, and he wouldn't be able to leave me any kind of feedback either. That was over a week ago, and Ebay still has my money on hold, and they're still telling me that the case is still pending and that they're investigating it. I've attempted to resolve this twice over the past week by getting callbacks from ebay agents and each one keeps telling me something different. So now I'm extremely confused. Any help would be greatly appreciated.
comics-scifi-collectibles
Mentor9 months ago@bigo1116 I understand that this is frustrating.
A no return policy doesn't mean no refunds. Keep in mind that your return policy is only for buyers remorse returns.... changed mind doesn't fit, etc.
The eBay Money Back Guarantee overrules your returns policy.
Your best option is to at LEAST offer Buyer Pays return shipping that way buyers are less likely to feel that they have to lie about the return reason and they pay return shipping for remorse returns.
The seller ALWAYS pays return shipping for not as described returns.
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.
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=
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=1
bigo1116
OP9 months agoYou said "changed mind doesn't fit" the policy. Does that mean that he can get his money back just on the premise that he changed his mind and doesn't want the item? Also, when I go to the case, I'm no longer seeing the option to accept the return. It gives me a message saying: This is now a case and we're investigating it. Please hang on. If we need more information we will contact you," or something to that effect. Thoughts?
comics-scifi-collectibles
Mentor9 months ago@bigo1116. You said that the buyer selected not as described. I understand that this isn't true but it is how eBay will handle the case.
If they had been honest and said changed mind etc then you can deny the return.
Maybe lightning will strike and will rule in your favor. Have you reported the buyer for return abuse from the case?
bigo1116
OP9 months agoOh yes, and all the messages between he and I are there where he admits that he just doesn't want it anymore. I told them all that the first day I reported this case. That's when the rep told me that he was closing the case in my favor because of what he read. But then, everything just got hung in Limbo. And as I said when I go to the case now it says "this case is pending," and doesn't give me the option to accept the return.
comics-scifi-collectibles
Mentor9 months ago@bigo1116. Agents will often say what a member wants to hear to get a good review. I hope things work out for you.
Good luck