Buyer Claims Item Arrived Damaged and Refuses to Provide Photos
I have a no returns policy, so I do not have a lot of experience with refunds and returns. However, I did once receive a request for a return when the plastic wrap on the brand new item was torn. I accepted the return, paid for return shipping and issued a full refund once the item arrived. So I know a buyer can request returns even if the seller has a 'no return' policy stated.
A recent buyer messaged me to say her item arrived damaged. I told the buyer I would accept a formal return request, pay for shipping, and issue a full refund once the item was received. She claimed she can't provide photos and can't open a return request because of my no return policy. I suspect the buyer cannot open a return request due to inability/unwillingness to provide photos, but that is only a guess.
I prefer all communications and actions to take Ebay's proper channels, but I have all ready responded to the buyer twice, and I don't want to get into a back and forth with her. I value my seller rating, but I've worked retail long enough not to believe every customer complaint. What should I do next?
m60driver
·2 years agoI would just tell the buyer to open a return through Ebay. As a seller it is not my job to instruct a buyer on how to follow Ebay rules. I spend enough time learning those rules.
chapeau-noir
·2 years agoThere is no hard and fast rule that buyers must submit photos, and even if they did, it wouldn't make any difference, for a NAD return, you have to accept it.
So that leaves the problem of the buyer being unwilling to open a return. Your being a no-returns seller does not mean she cannot open a return of any kind, either not as described or remorse, it's just that with a remorse return, you can refuse the return; with the NAD, you can't.
So either your buyer is lying or simply doesn't know how. I would reiterate that she needs to open a return for the damaged item because it has to be done through the eBay system, and you can send her instructions.
If she's just angling for money back with no return, nope, not an option.