Buyer damaged item-seller protection
Hello! The buyer damaged my item to get around me not offering returns. Of course I had to accept the return. I tried to give a partial refund and reported the buyer. A few days later, he opened a case for not receiving all of the money-which eBay quickly refunded him entirely. I appealed and they sent over an affidavit to sign stating that the buyer damaged the item and I can’t sell it in the same condition. Since they sent over the form, I relisted the item with the defects and it sold for $75 less. Do I still sign the form? I’m not sure what eBay will do (if anything). I did resell the item but for less than before.
44 comments
msgarden28
·2 years agoI have just had a horrible experience with a buyer stealing items and only returning part of a lot... remaining items were damaged due to their return shipping in a plastics bag. eBay offered NO seller protection. 5 phone calls and photos, reports, etc. The worst!! I was assured they would not refund and they did!!! So you deal with unethical business all around!!! Truly pathetic.
krazzykats
·2 years agoReport an issue with a buyer
Report an issue with a buyer | eBay
lakefor94
·2 years ago@msgarden28
You are a top rated seller and you appear to accept returns on the listings I checked.
If you would have handled the refund yourself rather than involving eBay, you could have deducted 50% of the refund which is the seller protection eBay offers for this exact scenario you describe.
If eBay processed the refund in your behalf, your seller account received a nasty defect.
Never involve eBay in a return dispute, handle it yourself.
Whenever a seller involves eBay, chances are very high that it turns out as yours did.
msgarden28
·2 years agoThank you for your reply. How does one refund without getting eBay involved? I've never heard of this. In this case I would not give the scum one nickel since they stole items and then had zero regard for the return. So I lost valuable items plus the rest of the lot is now useless. Although people say you can make returns anywhere - not true... damaged items will not be accepted. eBay needs to consider this and protect sellers not buyers in thus type of case.
lakefor94
·2 years agoYou have sold over 1,000 items and never issued a refund on your own thru a return case?
Whenever there is a return case opened, the seller always has the option to refund at anytime.
If you want to do the 50% refund due to the buyer returning something other than what you sent, or damaged by buyer or not returning everything, etc.
There is a process for that.
A seller's main protection is offering Free Returns or being a Top Rated Seller and just accepting returns. These sellers can do a 50% refund on items returned damaged. Savvy scammers tend to avoid these accounts but you may still have to deal with the dummies.
The Item Not Received cases are the only other significant seller protection if you have tracking that shows delivery.
Here is some eBay documentation on the subject:
An item is returned after it was used or damaged by the buyer
Sellers who are not Below Standard are eligible for this protection for listings that offer free returns.
If you accepted a buyer's return request but the item is returned in a different condition than it was originally sent:
You can deduct up to 50% from the refund to recover the lost value of the item. We'll automatically remove any related negative or neutral feedback. If the buyer had requested the return because the item didn't match the listing, we won't count the return in your "Item not as described" rate in service metrics.
Make sure you report the buyer from within the return case. Then open the return in a new window or tab and send the refund within 2 business days after receiving the item back. You can do this from the return request. If eBay steps in to help with the return at any stage, you'll no longer be able to deduct an amount from the buyer's refund.
If we're asked to step in after you've issued the refund, it won't be counted as a case closed without seller resolution. We'll keep the return open for up to 10 days while we work with the buyer to resolve their concerns, and you won't need to do anything.
https://www.ebay.com/sellercenter/selling/seller-protections
gurlcat
·2 years agoHow does one refund without getting eBay involved? -By simply following the prompts on the screen, either click 'Refund' after the item comes back, or type in the amount you are willing to refund, somewhere between 50% and 100%, depending on how bad the damage is. But even if they sent you back a box of dog poo, you must refund at least 50%. It is as simple as that, because how can you prove what you actually received back? With a photo of dog poo in a box? Like you couldn't have gathered dog poo from outside and photographed it?
On the other hand, if you want to stamp your feet and not refund one nickel -that is when eBay steps in and takes the 100% refund money from your account, gives it back to the buyer, and gives you a seller metrics strike for 'case closed without seller resolution' -because you failed to do the resolution yourself.
kensgiftshop
·2 years agoBuyer returns item and you refund.
Are you saying you've never refunded a buyer and let Ebay do it?
vintagecraze50
·2 years agoYou are darn lucky with a no return policy that they did not go straight to the charge card and file a chargeback. Always a risk of that when you offer no returns, especially with a HIGH VALUE ITEM. My advice to you is do not sell that way. You are asking for trouble.
vintagecraze50
·2 years agoThat is why I offer returns no questions asked on here. Buyers will do whatever it takes to FORCE you to refund them AND they WILL get their refund, no matter what they do including damaging merchandise.
baydealz
·2 years agoGood reminder, I've always done the same for the same reason, it's like sharing risk. But, some items do have risk, like software that can be registered, complex items that can have part removed or new sealed item that will be opened. Do you offer FREE returns? eBay keeps pushing that, but I don't get it, that just seems like added risk to me.
gurlcat
·2 years agoI'm curious, why do you think having free returns is added risk?
vintagecraze50
·2 years agoIT’S NOT ADDING RISK. It’s reducing risks of chargebacks, partial refund junkies and the like.
gurlcat
·2 years agoHa you're preaching to the choir. I was just curious as to what misconceptions they may have so I could dispel them. Basically free returns are less risky as well as easier, cheaper, and for whatever reason seems to result in fewer total returns, rather than more -certainly for me, but I've seen others say the same thing.
The only way I can think of it might add risk is if you don't adequately show any flaws in the item, in the listing. But even then the buyer can still force a return that the seller pays for, so .....
vintagecraze50
·2 years agoWe rarely have an increase in returns just because we offer returns and free one’s at that. We do not want to get into ANY conflicts with these buyers asking to return something and that includes dickering with us on who pays to return the item. I have ALL this set up automatically with my account so if necessary I do not have to involve myself in any type of argument with people on here. You don’t want it return it.
hampshiregrantstradingco
·1 year agoEbay will give them a refund even if in their message asking for a return the buyer says they damaged the item and send pictures of said damage. Ebay doesn't understand that THEIR biggest customers are the sellers!
fashunu4eeuh
·2 years agoâ€Hello! The buyer damaged my item to get around me not offering returns...â€
With respect, are you not just guessing the buyer damaged the item? Why do you believe they are dishonest?( What item was it?)
luckythewinner
·2 years agoI second this sentiment so I am re-quoting it for emphasis.
baydealz
·2 years agojoin the boycott (of selling), maybe ebay is just screwed up, or maybe buyers/population are. To break or steal a part off a purchased item is unbelievable, but I knew this was coming and I see it. I take photos and videos of everything, then again as item is packaged, such a time suck and it still doesn't matter.
It's a broken marketplace and as a lawyer said about another issue, 'just realize that you are going to lose.' They can talk smack about seller guarantee, etc. or telling you 'thanks for being the best part of ebay' but the pain has accelerated.
vintagecraze50
·2 years agoThe seller protection could be better with a chargeback for sure. Personally as an upstanding seller with free returns and all returns accepted, for one, these buyers should have ZERO reasons to run to a credit card. They need to start a return request, message me, EBAY THE MERCHANT IN QUESTION, before they run to a card.
fern*wood
·2 years agoI can't figure out how you qualified to give less than a full refund to begin with. Is this affidavit thing new?
toomuchstuffagain35
·2 years agoMaybe that's what happened with that blue devil seller? (they lied).
oldschooldesigns
·2 years agoAs the blue devil buyer, we received zero explanation, before during, or after our partial refund became a full refund. We will not be using their platform since they’ve ignored our request for any information on how our case was handled. So much confusion from eBay not explaining imo.
-Ed
https://community.ebay.com/t5/Selling/My-eBay-psycho-buyer-sent-me-a-letter-I-have-to-sign-for/td-p/34250041
buyselljack2016
·2 years agoby my experience........................ when there is a %age reduction on a refund................ the buyer appeals that deduction with eBay rather than contacting the seller, especially by sending a letter. Sorry for your confusion on the situation. Not using eBay anymore without understanding may be the best solution.
how case handled............................... internal eBay policy not revealed for public
stainlessenginecovers
·2 years ago@fern*wood @simplysofishticated
I 2nd this; I thought if a seller did NOT offer returns, the 'up to 50% thing was out the door and if a buyer opens a NAD- then sellers had 2 choices
100% refund
Ignore it, ebay will do it and seller gets a major ding??
What is this new 'affidavit' thing??
simplysofishticated
OP2 years agoI never heard of the affidavit thing either. I looked into it and there are posts a few years ago that mention the same thing.
fern*wood
·2 years agoHow were you permitted to give a partial on a not as described return since you had a no return policy?
simplysofishticated
OP2 years agoIt wasn’t a not as described. He said it arrived damaged.
fern*wood
·2 years agoThat would still be the same type of return/case. How were you permitted to refund less?
stainlessenginecovers
·2 years ago@simplysofishticated
EXACT same thing....
monster-deals
·2 years agoI have had to sign one on a fraudulaent item swap return
mtgraves7984
·2 years agoI tried to give a partial refund and reported the buyer. A few days later, he opened a case for not receiving all of the money-which eBay quickly refunded him entirely. I appealed and they sent over an affidavit to sign stating that the buyer damaged the item and I can’t sell it in the same condition.
@simplysofishticated
I'm surprised that you were able to make a deduction. I see that you are TRS, but offer 'No Returns', and I thought that seller protection wasn't allowed unless a TRS offers (at least) 30-Day Returns... much less to win an appeal. But I've also never read of one signing an affidavit, either.
Sorry... that's all I got. Good luck to you, though.
simplysofishticated
OP2 years agoYo was able to deduct 20%, not the max 50%. You still have protections as a seller. I know it specifies that you have to offer free returns to get it, but maybe if you offer returns you just have it the protection automatically? It’s more of an automated process? I was able to appeal and I won last night. They reversed the partial refund and the case was closed. I’m glad that I was able to get a little bit of money and basically broke even on what I sold it for originally.
I know a lot of sellers that don’t offer returns. I just don’t want to deal with it. It’s probably a low amount of people that take advantage of returning items but it just sounds like a hassle. I cross list on other sites as well and they don’t allow returns. I make sure I’m selling quality items and take a lot of photos and give thorough details including measurements.
gurlcat
·2 years agoLOL your original post was confusing enough, and this ^ just adds more to it.
So first the question everyone is asking -how were you able to withhold ANY portion? Normally a return of a 'no returns' item does not provide the seller with an 'amount' box to type in how much they want to refund. You just get a prompt the day that the software recognizes the item as Delivered back to you (via the label scan), then you inspect the item, and click Refund, and the buyer is given 100% of their money back, including original shipping.
But you're saying there was a box to enter an amount as little as 80% of the item price?
Now for this reply^ what "appeal" did you win? I thought your buyer was the one appealing the decision you made, to withhold some of the refund. And what do you mean "they reversed the partial refund." -They gave the 80% back to you?
mr_lincoln
·2 years ago@simplysofishticated
-Here is where your problems begin: You don't accept returns
-This is retail sales and eBay will always have a way around No returns accepted for Buyers.
-No returns accepted has its place in my view for items sold under two of eBay's Gradings:
-Junk value - parts only
-Restoration required
-Sellers are at risk when they use that setting
-Here is a link to your Seller protections: Seller protections | eBay
-I use Free 30 Day returns on everything I sell and some of it isn't cheap. Return rate is very low. I take FULL advantage of the Seller protection when and if I need them, it helps cut my loss.
-Don't sign the eBay form, you sold the item. Hopefully the next Buyer won't file a false claim and return it to you or return something other than what you shipped them
toomuchstuffagain35
·2 years agoBut they had to sell it for LESS because it was damaged. That's still a loss caused by the buyer.
It doesn't say they couldn't sell it at ALL, but not in 'the same condition', therefore for less.
Maybe ebay needs to revisit the wording on that affadavit.
vintagecraze50
·2 years agoBest way to prevent all kinds of return nonsense on here. Sellers take greater risks here if they do not accept returns. The OP says yeah I sell on Mercurial, Poshy, blah and they say ALL sales FINAL. Yeah RIGHT, uH huh, THERE IS NO SUCH THING AS NO SALES FINAL ANYWHERE WHETHER THEY TELL YOU THAT OT NOT. They just get on the phone wherever call their chargy card and seller is cooked with a chargeback. Ebay will say, well you said you did not take returns, so chargecard will rule buyer gets to keep the merch. BAD bad.
vintagecraze50
·2 years agoThe good thing that Poshmark does however, is they do BAN THE BUYER FOR ETERNITY, on there even with 1 yes one chargeback. Also, they clearly tell buyers on there that they have to and I mean have to submit evidence of their not as described claim to them for them to deal with the return and the CC company. These are things ebay should do. They are lax in this process.
krazzykats
·2 years agoContact eBay | eBay
dentalsales4u
·2 years agoI think that would depend on how much you deducted from the refund.
Did you end up with all your money after reselling + the amount you deducted from the refund or are you still in the whole and how much
simplysofishticated
OP2 years agothe original sale was $400 and I re-sold it for 325 so technically I I was out $75. I was trying to deduct $79
krazzykats
·2 years agoSeller protections | Seller Center (ebay.com)
lakefor94
·2 years agoI would roll with the program as eBay can suspend a sellers privledge to deduct up to 50% from refunds.
Sign it as requested.
simplysofishticated
OP2 years agoThey could suspend my account if I don’t keep filling it out is that what you mean?
lakefor94
·2 years agoI mean if a seller does not comply with the documentation eBay is requesting, it could compromise future refund reduction privileges.
eBay expects sellers to use the refund deduction wisely and if they ask for an affidavit signature, no big deal, roll with it.
It does not have any effect on your selling account.