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Seller is claiming a brand new personal item is defective
I sold a personal care item (for menopausal women) that was new, never used. I stated no returns in my ad. This was due to being unable to resell a used personal item. She is claiming it doesnt work and wants a full refund. I am not a store. Just a private seller trying to make ends meet with items I had purchased in the past and did not use. I paid extra for shipping insurance to guarantee the item arrived safely due to the cost of the item. What do I do??? The amount i have coming to me is already $100 less than what she paid for the item. I offered her half of what I receive and to keep the item. Shes demanding I (or ebay) refund her completely. What do I do?
inceptions
Mentor4 months agoHi @blankskl
Your buyer has eBay's Money Back Guarantee which trumps your no returns policy. The item is defective. Why would a buyer want to keep a defective item? Would you?
When she opens a case, you can either accept the return, pay for the return shipping label, and refund in full when the item arrives back to you OR you can refund without requiring a return. If you don't do either, eBay will refund the buyer from your account, allow her to dispose of it as she wishes, and you'll earn a defect on your selling records for not taking care of the buyer willingly.
If you accept the return and refund after you receive the item back, perhaps you can return it to the manufacturer if it's under warranty and you were the original purchaser.
blankskl
OP4 months agoWhy does anyone sell on ebay if no returns isn't withheld? This lady sounds like she routinely does this and knows she will get her way. So I have to eat what ebay takes and shipping? How can anyone afford this?
inceptions
Mentor4 months agoHi @blankskl
The no returns policy applies to remorse returns, not to cases where the item doesn't match the description (i.e. defective in this situation).
Why would a buyer routinely buy items just to go to the hassle of returning them for a refund? That would be a waste of the buyer's time and money and a huge inconvenience.
So I have to eat what ebay takes and shipping? How can anyone afford this?
You are responsible for getting the item to the buyer in described condition. Taking returns is part of doing business. Fortunately, it's pretty rare for most sellers. When you refund the buyer, you receive a fee credit on the amount of the refund. But yes, you are responsible for the rest...just as you would expect if the roles were reversed and you were the buyer.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210&st=3&pos=3&query=eBay%20Money%20Back%20Guarantee%20policy&intent=money%20back%20guarantee&lucenceai=lucenceai&docId=HELP1238
blankskl
OP4 months agoThe buyer demanded a refund on a product that SHE claimed was defective. I offered the refund with the item returned to me. That was 24 hours ago. She is refusing to respond. So now what do I do? Thats why I made the comment that I think something else is going on with the sale. She wants her money refunded and to keep the "defective " item??? Where is my protection from buyers like that?
inceptions
Mentor4 months ago@blankskl
Not receiving a response is very different from "refusing to respond." Buyers don't live on eBay like sellers do. She may not have even seen your message yet.
As stated previously, when the buyer opens her return case, you choose to "accept" the return. Then when you receive the item back, you refund.
Are there dishonest buyers out there? Of course. Just as there are dishonest sellers out there. They are in the minority fortunately. I just would not be jumping to your conclusions, especially as sellers need to follow the same process either way as we all agreed to when we became sellers.