BUYER STATES MISSING PART BUT IN COMMENTS SAYS DIFFERENTLY
Summary: mymontero, a casual eBay seller, encountered an issue with a buyer who claimed a printer was missing parts due to compatibility issues, although the buyer admitted receiving all items. mymontero contacted eBay, where a rep suggested the issue was the buyer's responsibility, but there's apprehension since eBay often sides with buyers. Participants advised accepting returns, refunding, or reporting the buyer. Some suggested contacting eBay via Instagram for clarification. Others shared similar experiences and expressed frustration with eBay's return policies. mymontero noted that they are an above-average seller but not top-rated.
I am a casual seller on eBay. I am not a business. I sold a used printer. The buyer opened a return saying "missing item" and then in the comments, stated compatibility issues. I responded to the buyer, "Just to confirm, you received everything in the listing, and the printer powers on; you are just having compatibility issues?" The buyer responded, "Correct. I received everything in the listing and the printer powers on. I just can't get my computer to connect." I contacted eBay via phone, and the rep agreed with me that compatibility falls on the buyer, not the seller, but I can't open a case until tomorrow. I keep reading that eBay will side with a buyer no matter what, but that is not the feeling I got when I was on the phone with customer service. Any thoughts? If I use the get eBay involved method, will eBay take the time to read the comments?
kensgiftshop
·1 week agoI looked at the listing and you don't mention what it's compatible with.
If buyer has an older machine, it might no work for them.
I think it's a good return.
profitweb
·1 week agoI've had that happen... where the buyer who made a claim clearly admitted, in writing, their Buyer's Remorse reason, which violates eBay's rules to make a "Not as Described" claim.
Luckily, it hardly ever happens. I do wish eBay would change it's policy/practice and allow employees to view a message and overturn a INAD claim when their is written evidence of it actually being Buyer's Remorse.
I feel for you. I hope it never happens to you again!!
powell-collectibles
·1 week agoI think that you’re wanting eBay to deep dive into an issue. I don’t know why they would. It is make you upset or make the buyer upset. How does eBay know that the compatibility issue is not because of a defect in the printer? Sure, I suppose if I had to weigh in I’d say that it’s not your fault but what are you gonna do? This is just a reality of selling on eBay. Absolutely, check with eBay on Instagram for their input. MaybeSure, I suppose if I had to weigh in I’d say that it’s not your fault but what are you gonna do? This is just a reality of selling on eBay. Absolutely, check with eBay on Instagram for their input. Maybe deep dive the compatibility issue with your buyer. Maybe he just needs a cord to convert and you can offer a partial refund if that is necessary.
caldreamer
·1 week agoWhat you can do, when you give customer refund, click on REPORT BUYER
Protections for Top Rated Sellers
Top Rated Sellers sellers are eligible for these protections when all the following criteria are met:
Your seller performance level is Top Rated Seller at the time of the protection
You reside in the US (including US territories) or Canada
You don't have a "Very High" rating in any of your service metrics
The item was listed on eBay.com
The listing offered 30-day or longer returns
A buyer falsely claims an item was not as described
When you report the buyer and we determine the buyer made a false claim:
We may subsidize the return shipping label cost up to $6.00 per return. It can take up to 60 days for this amount to be credited to your account
We'll automatically remove any related negative or neutral feedback
The return won't be counted in your "Not as described" rate in service metrics
Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request.
stainlessenginecovers
·1 week ago@caldreamer which they (ebay) have NO WAY of knowing if a buyer 'falsely claims' anything. Only if enough sellers 'turn in' the buyer, will any of the below occur.
A buyer falsely claims an item was not as described
When you report the buyer and we determine the buyer made a false claim:
We may subsidize the return shipping label cost up to $6.00 per return. It can take up to 60 days for this amount to be credited to your account
We'll automatically remove any related negative or neutral feedback
The return won't be counted in your "Not as described" rate in service metrics
caldreamer
·1 week agoNot necessarily. I had a situation where customer returned completely "different item". I called EBAY and they gave me a (one time courtesy) full refund.
gurlcat
·1 week ago@stainlessenginecovers Well no eBay usually will not side with the seller just based on them reporting a false INAD -in terms of item price refunding. But just in terms of those^ 3 seller protections, we get those automatically, no proof required. Now, something tells me they have a secret number of times (or times out of every __ returns) before the seller would get the side-eye and stop receiving that protection. Obviously a seller COULD abuse it.
All I know is I did 4 times last month (3 were by the same putrid buyer), and they all worked as stated.
mymontero
OP1 week agoI am an above-average seller but not top-rated. I sell maybe 20 items a year.
caldreamer
·1 week agoIf you ask EBAY to "step in" and to solve your problem (if you lose this case, you will get a "defect" against your account).
I was under the impression that EBAY uses computer bots to process returns (I doubt whether a person will actually read the customer's comments).
Sorry this happened to you. I hope everything works out okay.
adamcartwright
·1 week agoIf it were me, I would contact eBay through their Instagram account and speak to someone about it, steer them to the messaging in which the buyer admits he was lying about the reason for the return.
stainlessenginecovers
·1 week agoMany of the 'reasons' shown on returns are NOT what a buyer actually stated. I've confirmed this numerous times, with the buyers as well as the 'blues' that used to visit the forum.
So, ignore it.
Besides, doesn't matter.
If you accept returns, you must accept the return for ANY reason.
If you do NOT accept returns and buyer uses Not As Described (which could include 'missing parts') as a reason, you MUST accept and refund upon it's return (and YOU pay return shipping)...or, you can choose to just 'refund' and NOT pay for that return shipping (buyer keeps).
mymontero
OP1 week agoI do not accept returns.
dbmm-media
·1 week agoyou do not have to accept returns. but you have to refund inad claims
kensgiftshop
·1 week agoOn Ebay, if buyer files an INAD, you do.
kensgiftshop
·1 week ago"I keep reading that eBay will side with a buyer no matter what, but that is not the feeling I got when I was on the phone with customer service."
They'll say what you want to hear, just to get you off the phone quicker.
Come back and let us know how it goes.
inhawaii
·1 week agoNo, ebay will not consider the comments.
If the buyer does a "missing parts" return the buyer will win and you will lose, no matter what.
At the point you have 2 options:
Option #1) Accept the return. Pay for return shipping. Refund the buyer when you get the item back.
I know (return) shipping on a printer is expensive.
Option #2) Refund the buyer and let him keep the printer.
Sorry, I know this is not what you want to hear.
dbmm-media
·1 week agoirs will consider you a business