Buyer requested exchange, said item was not "what he expected". Our listing did not offer exchanges
This buyer (with a history of leaving negative feedback) requested an exchange of an item he recently bought, stating that it was not "what he expected." We checked with eBay to confirm that we sellers are not required to agree to such requests unless the possibility of exchange was stated in the listing. We did not offer exchanges. So we let the buyer know that we would not agree to this exchange.
Given the buyer's record of leaving negative feedback, we suspect that he may now threaten to leave negative feedback if we don't agree to the exchange. Even if threatened, we will not do so.
eBay's response to our inquiry informed us that eBay will support sellers in these situations. Judging by our recent experiences with eBay in questionable transactions, we are concerned that eBay's promise to support sellers may not be followed by action favoring us.
reallynicestamps
·3 years agoYou are not required to offer exchanges or replacements.
You are not required to offer returns.
You are required to make refunds.
You may or may not be required to pay for return shipping before refunding.
The email should confirm that this is Buyer Remorse and the buyer in those cases pays return shipping.
Do not refund until you have the item back in your hands for resale.
we suspect that he may now threaten to leave negative feedback if we don't agree to the exchange. Even if threatened, we will not do so.
If he does that's Feedback Extortion. He will not be happy with what happens to him when you Report that.
Feedback is not used by eBay to assess member accounts.
albertabrightalberta
·3 years ago@nononscents
I'm not sure why you came here for advice when you plan to do exactly what you want to do.
Since you have a "no return" policy, you can deny the return since (based on your description) the buyer seems to have opened a remorse request for "Just didn't like it." If that's truly the return reason and not just what they said in a message, stand your ground and be the tough guy.
But you also say, "eBay's response to our inquiry informed us that eBay will support sellers in these situations. Judging by our recent experiences with eBay in questionable transactions, we are concerned that eBay's promise to support sellers may not be followed by action favoring us." Know that ebay WILL tell you what you want to hear but as you've evidently learned, they don't always keep their promises.
nononscents
OP3 years agoIf "Not as described", whether or not legitimate, eBay will favor the buyer. eBay does little to support sellers. Just make sure to get enough favorable feedback to overwhelm the occasional negatives from jerks.
nononscents
OP3 years agoWe greatly appreciate the great majority of buyers and will take whatever action is needed to deal with those who fall short of proper behavior. That includes the assistance of law enforcement (police, local and state attorneys), as needed, to address evil doings, as well as private attorneys who have dealt with bad guys at the highest levels. We've already had a few who needed to learn a lesson; we helped them learn. We are prepared to teach others who can't tell the difference between right and wrong.
This incident is nothing more than a pimple, but it will be handled quite adequately. For those who attempt these kinds of things, we suggest that they ask themselves "Am I sure I want to do this?"
soh.maryl
·3 years agoDon't think anyone (at least sellers) disagrees with your points; however, exactly how, then, do you deal with any buyer who opens an item not as described claim, legitimate or otherwise?
nh7235
·3 years agoAfter several bouts rattling the sabre @nononscents I've noticed that the screws in the handle can work themselves loose.
 
But I did come up with a quick fix: Nail polish! Just dab a bit on the threads, screw them back in, and ... resume rattling.
robbie31415
·3 years agoRegardless if the sellers on this forum agree with the legitimacy of buyer remorse reasons like "I don't like", they are legitimate.
Buyer remorse is handled by your return policy and only become an eBay MBG claim if you violate your return policy.
So if you offer 30 day returns and deny buyer remorse then that turns into a case similar to INAD, and eBay has high chance of full refund without return.
Buyer remorse reasons can only be denied if the request is after the return period or the sellers listing is set at 'seller doesn't accept returns'.
ms.rodriguez*
·3 years agoI hope that they do threaten a negative. For sure, it will be removed. Go ahead and add this buyer to your blocked bidder list. Do you know what item they wanted to exchange it for? If yes, go ahead and end that listing for now. If they ask about it, tell them you just sold it elsewhere or you gave it to your neighbor or whatever. Accept the return if they open an item not as described. Look it over carefully to make sure that it's your item and it's in the same condition that you sent it to them. Goodluck.
You said that the buyer leaves lots of negatives? Once you are done with this possible return, report them to ebay for abuse of the feedback policy.
vintagecraze50
·3 years agoIf your listing has no specifics stating you do exchanges then you do not need to honor that request. Ebay will back that up. However, no matter what the reason these buyers come up with for a return you need to accept it and make them return the merchandise for a refund. Do not fight these people or you are going to get an unresolved strike on your account from ebay. It just does no good whatsoever to fight these return requests. Tell the buyer you do not do exchanges of merch but you will gladly allow them to start a return request.
vintagecraze50
·3 years agoAlso if they want to buy the other item tell them you will allow that after the return of the first item. I personally do not do exchanges on here because we deal in very expensive merchandise. We have to have on record that the item was returned to us before we send out another item. That would be a double scam.
nononscents
OP3 years agoThe buyer's exact reason: "Just didn't like it."
vintagecraze50
·3 years agoI get these all the time, along with the :not what I expected BALONEY. I tell em return the merch for a refund. That’s it folks.
vintagecraze50
·3 years agoOh and then I sell it again to someone who appreciates it and they sometimes pay more for it. LOL!
nononscents
OP3 years agoBuyer requested return, saying "he didn't like it." Pretty weak. We'll decline.
buyselljack2016
·3 years ago1 down, 2 to go.
Now if they paid with PP, they can lie about the return reason to attempt a refund.
If that fails they can lie to their CCC to get a refund.
Perhaps all will end now. Good luck with this one. Some buyers are just not worth the effort.
vintagecraze50
·3 years agoWHAT is weak about a person saying they just do not like what they got? Don’t take offense. It makes no difference what the heck they say about the merchandise.
nononscents
OP3 years agoThe item was precisely as described. "Not what he expected" is clear evidence of buyer's remorse. In his first message, he asked to send the item back and have us send another. We're only concerned about unjustified negative feedback.
If we had agreed to the exchange, the roundtrip shipping cost would have been more than the cost of a refund, plus there's no reason to believe that the buyer will not keep doing this. His record is clear evidence of poor intentions.
This is yet another one of the bad guys, which is why our blocked bidder list is already very long and growing. Now in our third decade on eBay, we regularly review the feedback of bidders in advance and block any with a history of leaving unjustified negatives. Unfortunately, this one was a last-minute bidder so there's was no time to check.
albertabrightalberta
·3 years agoAlthough it was exactly as described, should the buyer open a NAD (not as described) request, ebay will find in favor of the buyer. Do NOT let ebay resolve a NAD return request. You'll lose the case, possibly both the money AND the item and you'll get a huge ding on your account for not resolving the case yourself and requiring ebay to step in.
ETA: Buyers often can and do lie in order to avoid having to pay return shipping or admitting remorse, especially when a seller has a no return policy.
nononscents
OP3 years agoOur feedback record is more than strong enough to deal with occasional dings from these people. We had a couple over a year ago from two who threatened to "call the authorities" and do other silly things. Their bigger problem is learning to behave properly so they're not institutionalized.
We're on eBay as a very minor side activity and are more than capable of handling stupidity of this sort. Those who have attempted these kinds of pathetic acts have found and will continue to find that they don't work with us.
nononscents
OP3 years agoHere's the buyer's message:
"I believe I'll be using the ebay purchase guarantee."
stainlessenginecovers
·3 years agoSo; sounds like the buyer has not opened an 'official' return yet.
Do nothing until they do.
Depending on the reason, go from there. Pretty much 'not as described' will force you to pay for return shipping and refund when you get it. Most 'other' reasons, if you don't 'accept returns'; you will be able to 'deny' the return.
vintagecraze50
·3 years agoGOOD, lET EM USE IT.
albertabrightalberta
·3 years ago"Not what was expected" is a remorse return request (unless he filed as NAD) and for you as a seller without a return policy, you can deny the request. If he opened a return request for a remorse reason, decline it.
If he uses feedback to threaten you, report the buyer (through the order) and if he negs you, report the feedback. Feedback extortion threats are pretty easy to get resolved in your favor.
nononscents
OP3 years agoThe item was exactly as described in the listing. We are not responsible for expectations that have nothing to do with the description. The buyer just sent a message that he will be using eBay's guarantee. We will do nothing more and let eBay handle it. We have little confidence that eBay will "support sellers" as promised.
albertabrightalberta
·3 years agoBefore letting ebay handle it, come back and tell us what kind of request he opens.
krazzykats
·3 years agoHow to handle a return request as a seller | eBay