Buyer claims wrong item was sent for non returnable item
Hello every one!
I need advice on managing this situation - I am selling ikea sofa covers from ikea. All items are new and sealed by ikea, so once it is opened it lost 90-99% of its value. So I don't accept returns.
The customer bought an expensive cover for around 180$ and after receiving it, he started to claim that the color didn't match his other furniture, I requested to provide photos of the box, photos of the covers and labels of the cover. He sent one very dark photo and refused to send other photos with light. The next day he wrote that there were no labels on the covers (which could not be true because Ikea labels each piece) and also sent a photo of the box with cut-off label. Also, he started to claim that the box was wet and sent a photo of a paper box with water drops on it - after 24 hours of delivery :)) He also claimed that the box was opened when it arrived and he found odor inside. Also, he wrote multiple times that he would leave a negative review if I will not accept the return and etc.
For now I accepted the return and send him shipping label that i paid for. Should I claim after receiving the cover back that the buyer sent an opened item and deduct the amount from the refund?
And also I think he will write negative review any way - can I claim to remove it because the item that was sent back is not in new condition?
lux.ra_14
·1 year agoThat's irrational. "Open box" items are sold all the time at a reasonable discount.
ikea_lover
OP1 year agoAgreed, but the labels were cut, odor inside and the condition un known..
soh.maryl
·1 year agoIt's VERY important that all sellers, as well as all buyers get familiar with eBay's Money Back Guarantee, preferably BEFORE beginning to sell on eBay.
First of all, there is no such thing on eBay as "No Returns" if/when a buyer opens an item not as described case.
It doesn't matter if you know the buyer's claim is wrong, nor does it matter that the item will "lose 90 to 99% of its value because the box has been opened (?)".
Your options are (1) send the buyer a prepaid return label and refund in full upon receipt of the item (2) refund in full and let the buyer keep the item (3) try to fight it or ignore the situation and buyer will be refunded from your funds and you will have a defect.
Please study the MBG.
pickapaper
·1 year ago@ikea_lover
Sounds like your buyer is experienced with filing returns since he went to so much trouble thinking up excuses to return: color didn't match, sofa cover missing labels, box missing label, wet box, open package when delivered, odor inside box. I guess he wanted to make sure he covered all the bases so that you would have to accept the return.
I hope he returns it in good condition so you can resell it.
ikea_lover
OP1 year agoThanks, I am ready to pay for the learning on this case.
The only thing I am worried about now is a bag review from him :((
albertabrightalberta
·1 year ago@ikea_lover
You've already received great advice regarding the handling of the claim and return and since you sent a prepaid label for return shipping, you will know to issue the refund upon receipt of the return.
But I have a comment about your statement of, "All items are new and sealed by ikea, so once it is opened it lost 90-99% of its value."
I have to disagree with that. I can't imagine that it would lose 99% of it's value just because it's been opened! You're implying that it's worthless once opened, quite an exaggeration.
Although you won't be able to relist the item as NIP (new in package), it's still saleable and can be listed as either "open package" or "preowned." Assuming that the buyer didn't damage the item and the real reason for the return is remorse, you certainly should be able to resell it and recoup your investment.
ikea_lover
OP1 year agoThanks for the answer.
Unfortunately, the customer claims that the item was already opened when delivered/wet/with odor - so I think he will return it damaged 😞
zakstreasuretrove
·1 year agoI would expect his used cover to be returned to you. If this is the case you can file mail fraud complaints with the USPS and possibly file criminal charges with the buyer's local police. I'll bet they wouldn't expect that. If it's worth it to you.
caldreamer
·1 year agoSorry this happened to you...I know how frustrating it must be...
EBAY has automated return system...if customer opened return using reason "not as described, counterfeit, defective" (EBAY will force you to refund "purchase price + shipping BOTH ways). EBAY does NOT require customer to prove their claims. EBAY always rules in favor of the customer.
However, Sellers who offer FREE RETURNS can deducts from to 50% if customer returned item in damaged condition. EBAY will automatically remove any related negative or neutral feedback. If customer had requested the return because the item didn't match the listing EBAY won't count the return in your "Item not as described" in your Service Metrics.
If you don't offer FREE RETURNS you are "out of luck" and will be forced to give a full refund. Plus EBAY will NOT remove any negative feedback.
ikea_lover
OP1 year agoOhh thanks!
So if I even receive a damaged item, I can't do anything?
lakefor94
·1 year agoYou can report the buyer after receiving the item back and inspecting the item.
momtoabeautifuldaughter
·1 year agoRight, when you choose no returns you basically are shooting yourself in the foot
kensgiftshop
·1 year agoWrite it off on your taxes.
lakefor94
·1 year agoIf you do not accept returns in your listing, you will not have the privilege of deducting from the refund.
If it is a Item Not As Described type return case, you will be refunding in full and also eating the return shipping cost.
A seller's main protection is offering Free Returns or being a Top Rated Seller and just accepting returns. These sellers can do up to a 50% refund deduction on items returned damaged or not in their original condition.
ikea_lover
OP1 year agoThanks!
So, if I will receive an Item that matches the description in the original listing but it will be opened and damaged - I can't do anything with it?
How can I prove that the Item matches the listing or it does not matter now?
lakefor94
·1 year agoNothing matters about what the listing said or what the buyer said.
If you want your final value fees refunded to you, DO NOT allow eBay to step in and refund in your behalf. Do the refund yourself AFTER receiving the item back.
Come back here to your thread with any questions moving forward. Right now you are in wait for the return to arrive mode.
ikea_lover
OP1 year agoSo the buyer returned the cover - he returned covers with 2 big fabric cuts and 1 small pillow cover missing - probably it was the real reason for the return. He also left negative feedback. I reported the problem with the return and issued a full refund. Any advice on how to manage this? Ebay didn't answer to my claim about a damaged return 😞
ikea_lover
OP1 year agoSo the buyer returned the cover - he returned covers with 2 big fabric cuts and 1 small pillow cover missing - probably it was the real reason for the return. He also left negative feedback. I reported the problem with the return and issued a full refund. Any advice on how to manage this? Ebay didn't answer to my claim about a damaged return
gwenscupboard
·1 year agoThis comment is meant to be relevant IF you reported this buyer as abusive.
You said that you reported this buyer as "abusive buyer" . If that is the case, then that feedback might me removable. To me, it's abusive, mean and downright nasty. Used to be that eBay would remove feedback if the buyer mentions that they opened a "claim" which this one did.
This copy is from the policy could be another removal: