Buyer Making False Claim of Item Not As Described
Hi,
I could use some advice here. A buyer opened a return on an item stating it was not as described. They included photos of the item received that matched the item photos in my listing. They stated that I changed the item listing after the item sold to represent the item that arrived vs the item I initially stated was for sale.
This is entirely false as it is not possible. Ebay can see the photos uploaded to the listing and the description. None of which was changed. The Buyer is lying to force a return. I list I do not accept returns. The item arrived new in box as listed and the item matched the photos and item listing.
I reached out to ebay phone support on. Here is an overview of each phone call:
Agent 1: Informed me the case would be decided in my favor and I should see the case close with in one day. The case did not close and I received a message from the buyer stating that ebay told them for me to return the time.
Agent 2: Stated the case was showing decided in my favor and should update in 1-2 business days and stated ebay had not informed the buyer that their return request was approved. The agent also asked if I had reported the buyer so they could possible have their ebay account suspended. I did report them.
Agent 3: After 2 days of waiting I called back today and was told the exact opposite that the return was decided in their favor and for me to send the item back. The agent told me to accept their return.
Agent 4: Confused I called back again and was told the same outcome as Agent 3. The case currently remains open.
At this point I have lost complete trust in ebay. I listed the item accurately with accurate photos and the item arrived as described. The buyer regrets the purchase and is trying to find a work around to force me to accept the return when I do not accept returns. Ebay is allowing this buyer to lie on multiple occasions regarding stating I magically changed the item photos and description and that ebay told them to tell me to send the item back when that decision had not been made and the case still open.
Is there any one I can contact who could review this case? I feel that this goes against seller protection entirely.
Thanks everyone.
bonanza125
·4 months ago"Are there any cases known where ebay denied a buyer their return request?"
Yes if the return is past 30 days. Mostly through "item not received." If the buyer claims the item isn't received and the seller submits the tracking number stating delivered then the seller will win. That's part of the sellers protection which you brought up to someone else.
"I have to pay $35 for it to be shipped back?"
Yes which is why I don't list items which costs $40 or more to ship because of this policy. I sell those type of heavier items locally.
Yes a lot of business do charge the buyer for changing their mind. They have a website they run as well. So they make whatever policy they want.
animal-house-8
·4 months agoYou have to accept returns if you want to sell on ebay, if a person files a IND then you just pay to have it shipped back reimburse the customer and then put them on your block list.
bonanza125
·4 months ago"What is the purpose then of listing an item as Returns Not Accepted?"
Honest answer....No purpose if the item is considered working. If the item doesn't work or not as described they can return it under the 30 day moneyback guarantee. If the item is "For parts or repair" it's 3 days.
systemencephale
OP4 months agoThe item is 100% as described however.
bonanza125
·4 months ago"The item is 100% as described however."
Doesn't matter unfortunately. If a buyer feels the item isn't as described they can exercise there right to a 30 day moneyback guarantee. That's just the way it is. I deal with it all the time. Buyer claims item not working. I get it back the item works fine. I am out shipping cost up and back. I write it off on my taxes after the year. Just the way business goes.
systemencephale
OP4 months agoThat is horrible. I paid $35 to ship the item insured, now I have to pay $35 for it to be shipped back? Why does anyone sell on eBay. Even most businesses charge the buyer for return shipping if they change their mind.
Are there any cases known where ebay denied a buyer their return request?
jhtobias
·4 months agoThe best you can protect yourself if you decide to sell in the future is accept returns
This does 2 things
1. Scammers most likely will move on and look for sellers with no returns accepted on their items because they know the system
2. If someone still decides to return item to you , you can deduct up to 50 percent of the price if it is not in the same condition you sent it to them .
It is your choice, but whether it is eBay , Amazon or whoever their is risk in online sales
kensgiftshop
·4 months agoThe OP would have to offer free returns to deduct any, since they are not a TRS.
kensgiftshop
·4 months agoContacting CS before, you're lucky they are having the buyer return the item.
Usually they refund from your account and let them keep it.
There is a difference from changing their mind and not as described, which is covered by the MBG.
stainlessenginecovers
·4 months agoVERY Few. Selling on the internet is highly competitive so if an entity got a reputation NOT allowing buyers to return things if they are not what was described- that website would be gone in a year.
This site, NO different than most any other site- allows returns.
What's the reason for 'no return'??
A 'return' means you don't want it back.
Says NOTHING about NO REFUNDS.
Therefore, No Returns does NOT mean 'no refunds'.
pickapaper
·4 months agoeBay does not know if the item you photographed and described is the same item that you actually mailed and/or the same item that the buyer actually received.
They won't get in the middle of "he said/she said" situations. They want happy buyers so they side with the buyer in 99.9% of cases.
vintage-camerastuff
·4 months agoYou need to accept the return and do not refund until you have the item back. If you just keep waiting for ebay to rule in your favor, that will never happen and you will eventually lose your money and the item.
systemencephale
OP4 months agoWow. So there is no seller protection then. Ebay sides with the buyer entirely and allows them to be dishonest. What a joke of a company.
bonanza125
·4 months agoYou need to accept the return and have the buyer return the item and issue them a full refund. What you are attempting to do is fight it. The system will give you a defect. Don't allow that. Customer service agents will tell you what you want to hear. The case will not close. That is correct. Again do not fight this. You will lose not only your money but the item as well. When you get the item back in your hands sell it to someone else.
systemencephale
OP4 months agoWhat is the purpose then of listing an item as Returns Not Accepted?
kensgiftshop
·4 months agoIt makes the seller feel better until the buyer files an INAD and they find out No Returns don't work.