eBay approved "Arrived Damaged" with reason "This item is used" for a used item
I sell used car parts. I understand that when selling items like this, “bad” returns are bound to happen from time to time. I will explain what I mean by “bad” returns in more detail below.
The reason I want to make this post is because today eBay approved an “Arrived Damaged” return where the buyer’s reasoning was simply, “This item is used.” I waited the full period before I could ask eBay to step in and help, using the reason, “I do not agree with the buyer’s return reason.” The return was approved for the buyer within minutes. Are all of my items subject to an “Arrived Damaged” return simply because they are used items? Is there any situation where eBay would help a seller with a return request, or is asking eBay to step in and help pointless? I feel like this was a clear abuse of the return system, but apparently eBay does not agree. eBay claims the return will not affect my seller performance, which is great, but that ignores the fact that approving the return still affects me negatively. Let me explain why.
The issue is not the return itself. I offer free returns on all of my items with a 30-day window, for any reason. The issue is that I have been receiving “You had high item not as described rates” emails for the past few months, essentially threatening additional fees on all my sales if I do not make changes. When I review the report of 15 returns that apply to this metric, only 5 of them are “good” returns, while 10 of them are “bad” returns. Due to this, I feel like I have to do everything I can to fight these "bad" returns so I can potentially avoid high item not as described rates.
Let me provide some specific examples of “bad” returns. All of the examples below are just a few of the returns that eBay is counting against me negatively, just as this return will be.
- A buyer opens a return for “item is defective,” keeps the item I sent, and returns their own defective or broken item instead. A buyer purchased a door mirror, reported it defective, and returned a completely different mirror with a different harness, bezel, and mirror face.
- A buyer opens a return for “doesn’t fit their vehicle,” when in reality it does fit their vehicle, but they purchased the wrong item. A buyer purchased a second-row infotainment system when they meant to purchase the third-row infotainment system, then claimed the item did not fit their vehicle.
- A buyer selects the “Arrived Damaged” reason, whether in this particular case or on an order shipped overseas that was reported damaged, never returned, and later closed. Damage caused by 3rd party shipment is not my responsibility.
- A buyer returns trash. It happens occasionally.
In summary, this particular return highlights the issues faced by sellers who sell used items, which is a large portion of sellers on this platform. “Arrived Damaged” returns should not be approved for used items when the buyer’s only reasoning is that the item is used. This sets a bad precedent and creates a loophole that any buyer can use. If buyers were allowed to change their return reason at least one time, this issue could be improved. eBay acts like these sorts of situations are "no big deal," but they do actually matter when they add up.
Please let me know if you have any insight on these particular situations, or any tips on how I could improve my selling experience to avoid these situations.
krazzykats
·4 months agoBuyers will change their return reasons to avoid paying the return shipping. And they will.
If enacted, then a buyer can’t change the case reasons unless the seller agrees to it as well.
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rollirot0
OP4 months agoI offer free returns for any reason, so I am not sure why buyers feel the need to lie about it when their outcome wouldn't change if they were truthful about it. I totally understand that buyers would do this to avoid paying for returns, but in my case, I am paying for the return for any reason they give, even if it's simply that they didn't like it.
worldcoinauctions
·4 months agoIt really doesn't matter what you sell, you are going to get the bad returns from time to time and there isn't a lot you can do. I always 1. Report the buyer to ebay. 2 Since I ship USPS I report the buyer for mail fraud to the USPS. 3. For anything significant I fill out an IC3 report, bad people do bad things in many ways, they add up and the feds might just find something there. On a rare occasion I'll report the situation to the local police as well. None of these things will keep your money in your pocket, but in time they might stop a thief.
kbsh83
·4 months agohmm. So this is what I was told by an AI to do.
Selling highly valued items can carry a risk of buyer coming off as you had mentioned.
Video record packing procedure with pre-paid lable taping it shut.
Notate serial number and unique identification number and so on.
When they return to you an item that you had not shipped, provide them the proof.
Recently, I had ordered a wrong item that did not fit my message gun.
I categorized it as item does not fit. I paid the return shipment and seller received their item back in a good condition. Gladly, agreed with ebays decision that I pay the return shipping lable. It is odd that you had to pay.
In the worst case senario, dispute with ebay and have them provide you with a lower Ebay seller fee percentage. Give them a good reason why you should receive this benefit for a few items atl east, because of recent judgement from ebay and so on. who knows. 😉
momtoabeautifuldaughter
·4 months agoeBay won't look at your videos so that is waste of time.
kensgiftshop
·4 months agoYou're lucky they are having the buyer return the item.
When a seller ask them to step in, they usually refund the buyer from your account and let them keep the item.
Selling used auto parts, not a lot you can do, you'll get bad returns once in awhile.
house*of*paws
·4 months agoHi @rollirot0
A seller asking eBay to step in is like shooting themselves in the foot. It’s usually an automatic loss … of the item, their money, and eBay fees. The only ‘win’ is a defect.
eBay’s return process is mostly automated. Buyers ‘reasons’ for wanting returns are automatically accepted if they are one of the 5 ‘not as described’ reasons. [The other 5 return reasons are also automatically accepted when the seller offers free returns.]
I’m surprised eBay didn’t immediately supply a return shipping label as soon as the buyer filed a return request. You shouldn’t have been able to ask eBay to step in. 🤔
rollirot0
OP4 months agoI am assuming that eBay doesn't automatically process an "arrived damaged" return to allow sellers to choose a full refund without a return or return with a full refund. There have been a few cases where I would rather have the buyer dispose of an item damaged in transit than paying for a return of a worthless item. I think it is a good option for us sellers to have.
I understand that in most cases eBay will side with a buyer regardless of the issue. I figured if they allowed me to ask them to step in, then maybe they would assist with clear issues, or at least change the return reason and let the buyer return. Allowing a buyer to change the return reason at least once would be helpful. A few sellers I have reached out to have acknowledged that they made a mistake in choosing their return reason but are unable to change it. If they close the return, they cannot reopen it.