Buyer taking advantage of return policy
I recently sold an antique solver Victorian bracelet that’s about 109 years old. The buyer was very adamant that I discounted it to a rate where I didn’t make much. Now they filed a return claiming it was damaged. It’s a solid piece and I knew it didn’t get damaged unless there was damage during transport. They admitted to me it’s not damaged. I had about 20 pictures of it in the listing because it had some minor scratches due to age. Which was known before the purchase and clearly displayed. They admitted that they knew but their daughter doesn’t like it because of the damage. I don’t accept returns. And they knew that going in. They lied on the return and said the clasp was broken and in a side note mentioned the minor damage. I contacted them and they admitted it works fine. They just want me to pay all the fees involved in doing a return and are clearly taking advantage of the return policy. What’s my best course of action?
ryry-jj
·8 months agoThe problem here has nothing to do with the bracelet....it's your no returns policy. I strongly believe if a buyer receives something from me and they don't want it, like it, or need it, return it for a refund. I will find another buyer. I really don't care what their reason is, just return it back to me as I shipped it to you.
You can engage in all the pie fights you want about " as described" & "not as described", but in the end it just gets messy. Accept returns
neilshaker421
OP8 months agoI see that now. I’ve been in sales for years but online sales is new for me and I’m doing it on top of having a full time job. I usually take a laid back approach with my face to face customers might as well be flexible on here. I never really thought about it before. We have no choice or control either way. So might as well look better to the customer by advertising I do accept returns. Good call!And I learned it on my first return! Lol How do I go about that? Can you elaborate a bit as to how it’s done and how flexible to be with returns? Because I know there’s usually a bunch of different choices when it comes to returns. And can I change all my listings at once from the dashboard? Is it an account setting? Or do you have to do it item by item? If you wouldn’t mind answering my questions I’d greatly appreciate it! Thanks
stainlessenginecovers
·8 months agoGo to 'Seller Hub'
Under the box 'Listings'- click 'active
Click 'Edit' button
Top left, click 'Bulk Edit' and on dropdown- find 'returns'
Follow prompts to change, save, then blue bottom right- 'submit'
There are actually very few choices, 14 day, 30 day, 60 day, no returns, buyer pays shipping, seller pays shipping (known as 'Free' returns). Best to choose '30 day, buyer pays'
neilshaker421
OP8 months agoThank you so much! I greatly appreciate all your help!
christworks
·8 months ago@neilshaker421 A word to the wise: When a buyer asks or demands a discount, it is a major red flag that this buyer will be trouble. You already know this, because you said you had reservations from the beginning. Trust your gut.
The one who asks for or demands a discount is a) an entitled prick and b) will take advantage. They want the discount to minimize their risk. Sometimes these people try to play you with a sob story. Run - don't walk - to add these people to your block list. IMO it is even more vital you do this since you have a no-return policy. That type of policy works as a bat signal for many rotten buyers because they know if there is an issue, you are going to claim you do not accept returns. These buyers love to hear that and will push it, even through lying, hoping you don't do anything because you are angry at them; then they can get eBay involved. I block these people from the moment they ask. I'd rather block a decent person than go through what you are going through. I know it almost makes you sick.
Once you get the item back, inspect it and make sure it is what you sent them and that it is how you sent it. I would report them for return abuse either way and point out exactly what transpired. It is irrelevant that they asked for a discount, by the way. Don't get bogged down reporting about that. Instead, focus on how they selected one reason for the return, then admitted in messages they actually wanted to send it back due to a remorseful reason.
Only after you have gotten the item back, inspected it, and then reported them should you refund them. Just be sure to do all of that in the time allotted. Give it a couple of days, then contact eBay to see if they will refund your return shipping label charges. Sometimes it takes a few days for that charge to show up. By that point your buyer abuse report will be in the system and may have been reviewed, so CSRs will be able to see it. They have reimbursed me for the return shipping label a couple of times. It has been a while, so I won't sit here and tell you they will do that. I realize what the CSR told you, and hopefully that is correct. It is possible this buyer has been reported in the past and the CSR saw that. I don't know.
neilshaker421
OP8 months agoThank you so much for providing me a step by step guide as to how I deal with this. I greatly appreciate it! Some people treat this like Facebook and make crappy comments because I don’t have 20 years experience at this. And eBay has changed a lot and is ever changing. If you count on just their articles of information it doesn’t tell you the truths you and others have told me here. God bless and thank you for taking the time to explain everything to me! Much appreciated!!!
biggymoe
·8 months agoDO NOT refund until you have received the bracelet back.
jonathanbrightlight
·8 months ago@neilshaker421 I want to make sure you see this important point. It's important that you not issue a refund until it is back in your hands, even though sometimes it looks like you're expected to. If you issue a refund, the case closes, and the buyer won't even be able to access the return shipping label. Too many sellers make that mistake not understanding what will happen, so it's worth driving home.
neilshaker421
OP8 months agoThank you. Because I think this buyer is trying to take advantage and get a refund plus keep it. He doesn’t respond to my messages. Because I caught him in a lie. And he asked for a speedy refund. Didn’t mention anything about a shipping label. I had my reservations about this sale and held off on sending it for a couple days because of that. Turns out I was right. I issued the return label. Hopefully he doesn’t damage it or send me something else instead of this very beautiful Victorian era antique, in working condition, that I sent him. With old world craftsmanship etched into it. Very beautiful piece of history. Pure silver all the way through except for the gold used to color the artwork. He knew it had flaws. I had it in the description and had 17 pictures, from all angles, with close ups of the flaws. Thanks so much for your input. I really appreciate it. Because eBay isn’t much help. Even though they see he lied to get a refund. They said they will cover it eventually. I guess I’ll see. But really thank you for your information. Because I did feel like I was being pressured by the customer and eBay to just refund and let it go.
12345jamesstamps
·8 months agoDo the return and send a buyer a return shipping label....
Nothing else can be done...
Otherwise, buyer gets a refund and can keep the item.
kensgiftshop
·8 months agoIf you want it returned before you refund, accept the return and provide a shipping label.
bennotbill
·8 months agoThe way you should look at this is, if you "didn't make much" getting the item back and relisting is your chance to put that right.
stainlessenginecovers
·8 months agoThe only FEE you will be paying, if they used 'Not As Described' type return, is the shipping...what, $5 for a bracelet?
Besides, you have no choice. Accept. Refund. Resell. Nobody said 'selling on-line' means 100% of sales will stick.
neilshaker421
OP8 months agoNobody told me anything about online sales except what I read on here that eBay puts out. They distinctly say all sales are final unless it’s damaged in transit or something like that. But the real issue is that this guy sells antique jewelry. So he knows exactly what he’s doing he finds new sellers with merchandise he carries and then makes bogus claims in the hopes that they will do nothing and take it as a loss so he can add it to his inventory. I finally reached an eBay rep who somewhat knew their job and they told me he has many claims against him for misusing policy and trying to defraud people who haven’t been doing this for 20 years and don’t know any better. So they urged me to make a claim because behavior like that is considered fraudulent. If you think that type of behavior is acceptable I don’t know what to say to you. But this is a forum to help people who don’t know this stuff as well as you. Not a place for your bad dad jokes. You don’t know my situation. Maybe 5 bucks means I skip a meal.And it’s an antique 100 year old pure gold bracelet that needs insurance to travel. So it’s not 5 bucks. It’s more than 50 bucks. And maybe my eBay account being locked up while all this happens does ruin me. You don’t know. And on here it’s not your job to. Don’t comment to help yourself get attention. If you can’t offer real help or don’t understand what the situation is don’t comment at all.
stainlessenginecovers
·8 months ago1,) They distinctly do NOT 'just say that'. The picture below (boxed in red) is shown on EVERY listing on ebay and CLEARLY shows what the 30 Day MBG is about. I assumed a 6-year member with over 300 sales would know how this place works.
2.) I didn't do any 'bad dad jokes' so you must have me confused with another poster.
3.) My $5 statement was in regard to the 'shipping cost you will incur'. You stated it will cost you 'fees'. I responded. You will NOT incur any Final Value Fees and they will be deducted from the refund, should you do things correctly. Item sold is shown in below photo so no idea why you felt it necessary to exaggerate an $18 bracelet into $50.
4.) I don't need 'attention'. I clearly understand what the situation is and that is why I responded. Short and sweet. You just didn't like the truth.
Don't want responses?
Don't post on a public forum.
This is a business therefore this is a business forum and you are expected to know the rules and when you don't, it's 100% your problem/issue/fault. All the info is here. 'Not Knowing' is no defense and never has been.
house*of*paws
·8 months agoA bracelet being shipped via Media Mail? That’s risky in more ways than one.
momtoabeautifuldaughter
·8 months agoAn eBay rep will tell you anything you want to hear. You wanted to hear he was a fraudster so they told you that and that they will look into your claim.
Hate to tell you but your call was forgotten as soon as they talked to the next person.
mtgraves7984
·8 months agoWhat’s my best course of action?
@neilshaker421
Approve the return and get your bracelet back to reprice/relist/resell. Good luck.
njtoyreseller
·8 months agoBest course of action would just be to facilitate the return. Let them send it back, issue a refund and relist it. With eBays money back guarantee, they would be able to do so anyways even if you dont allow returns.