Buyer Return opened with Black Photo for IND
Summary: symbolinedesign expressed frustration over a buyer who allegedly exploited eBay’s return policy by submitting a black photo to claim the item was 'Not as Described,' aiming for a full refund including shipping. Other participants advised accepting the return and refunding once the item is received, while emphasizing the limitations sellers face in such disputes on eBay. They suggested reporting any return abuse and potentially reducing the refund if the item is returned in a different condition. Some participants also noted that eBay support may provide inconsistent information and recommended familiarizing oneself with eBay's Money Back Guarantee.
Buyer purchased an item that i personally shipped and know for certain 100% it is the exact item he purchased. This buyer is also a seller of similar style category items as me. He opened the case as an Item Not as Described and took a black/blank photo to ensure the case would open. This way he would get a full refund of the item and original shipping. If he had opened a case with just didn't like it with buyer remorse he would only receive the item price in a refund and not the original shipping. I called ebay support and they said there is nothing they can do even though the buyer is abusing the return policy. I am thinking of posting this on social media to highlight how support do not support sellers when a buyer is obviously doing this to circumnavigate how much they will receive in the refund. I reached out to the buyer to ask for a photo of the item but crickets! Support did say that if he returns the exact same item to me then they would do something about it (didnt specify what though) as then it would prove he was abusing the system. But if he does send the exact item back how on earth can i prove that i received the exact item back? Take a photo and send it to support? Maybe a black one would suffice
pickapaper
·2 weeks ago@symbolinedesign
You can post about this on social media if you want to, but what good will that do? If you do it to try to damage the buyer's reputation, that is very, very wrong.
BTW, calling eBay support can be iffy. The agents do not always give correct information and they will often tell callers what they want to hear rather than the facts, just to get them off the phone. If he does do something wrong and you report him, eBay will probably only make note of it and not do anything unless this is something he does consistently.
I don't know how long you have been selling on eBay but it is not necessary for you to contact eBay about every little thing. You need to be familiar with how eBay's Money Back Guarantee works and what to do if a buyer uses it. eBay Money Back Guarantee policy . And you are always welcome to come here and ask questions or ask for help; you will probably get better and more accurate answers than if you call eBay.
christworks
·2 weeks ago@symbolinedesign Your job is to send the shipping label, then refund OR refund and let the buyer keep the item. Those are the rules and have been since I came back to eBay several years ago. What you are to do in this situation shouldn't be a shocker.
Since I cannot see the item that sold, I don't know if you are able to reduce the refund. If you are able to reduce the refund, you are allowed to do it by up to 50% of the item's sold price, if the item is returned to you in a different condition. This includes INAD returns. If they send the same item and it has been opened? Reduce. If they send the same item and it was not packed how you had it? Reduce. If they send a different item? Reduce. You get the idea, I hope. Find something. I'm not directing you to break policy. Never. I'm telling you that eBay purposefully painted the reduction guidelines with a broad brush, starting with what they call them: "Guidelines." This stuff isn't engraved into stone.
If you cannot reduce, what can I tell you? You need buyer friendly policies. You'll have to issue a full refund.
Whatever you do, if it does turn out to be return abuse, report the buyer. Always report first, then issue the refund.
So far as photos, buyers are not obligated to provide you photos. eBay wants a photo to open the INAD, but they can use any photo, including one from the listing. The fact they evaded the photo requirement will hurt them should you reduce the refund and they appeal it. Just make sure you report them if they did abuse policy.
shire123
·2 weeks agoWhile you might be right about the buyer's actions there is no way for you to KNOW that is what is going on. You suspect. You do not KNOW.
But as others have said, you have two options. Accept the return and refund when you get it back. Or just refund and let them keep the item. Those are the rules we work with on ebay.
albertabrightalberta
·2 weeks ago@symbolinedesign
since you're using a posting ID, we can't look at your listings and see the item or your return policy so we can't say whether it looks like abuse of your return policy or not.
But one thing is sure. The buyer alleged the item is NAD and you have just 2 options:
Issue a refund and let him keep the item
Accept the return, pay return shipping and issue a full refund upon receipt of the return.
tobaccocardyahoo
·2 weeks agoEbay will open a return with any photo, including the photo from your listing.
If you fail to authorize the return, the buyer will get a refund and get to keep the item.
bonanza125
·2 weeks agoThere is no way to prove anything. Ebay will side with the buyer. This is part of the business. Accept the return and when received issue a full refund. Then block the buyer. If you fight this you will get a defect on your record for Ebay stepping in.
deltilogical
·2 weeks agoFinally! Someone gets it!
Its TRUSTLESS!!!