Converting a false not as described return into a remorse
We've all heard from ebay that this can't be done no matter how iron clad the proof is that the return should actually be a remorse. But have we heard why not? Lately I've had more issue with this inability to convert because recently ebay made it impossible to withhold any of the original shipping for a refund in an item not described return (even if the item your account has the privilege of issuing a less than full refund). It still is currently possible to withhold that original shipping in remorse returns.
"Because that's the cost of doing business" is a cop out reason sometimes. For instance in this case. It's only a cost of doing business because ebay makes it so. If they have the ability to convert them into remorse, it wouldn't have to be a cost of doing business, and the buyer would be held a bit responsible for their errors. Specific example, a buyer of mine files a false SNAD saying I sent them the wrong size claiming they ordered a Large but received a Medium. Upon checking order details, we see the buyer did in fact order a Medium. Buyer refuses to recognize this, but ebay agents have seen and confirmed that the buyer is mistaken and the return should be a remorse.
But sadly because ebay doesn't want to make it possible to convert false SNADs to remorse, the seller is held responsible for the original shipping for the buyer's mistake. And we are never really told why.
PS. For those who will say to then switch to Free Returns to avoid false SNADs, I have had free returns ever since their announced the perks up until early 2026 and the percentage of false SNADs has remained the same for me. This issue also persisted when I had Free Returns. Perhaps it's my demographic.
christworks
·4 months ago@iamalwaysright When a buyer lies about the return reason, report them. If they select the wrong one, make sure they admit to it in message, and then report them.
Without offering free returns, there is no way to recoup your loss in these situations. I offer free returns. I don't have to look too hard to find a reason to reduce a buyer's refund. If a buyer so much as does not repack an item how I had it, according to eBay policy, that's a valid reason to reduce the refund. In those situations I settle at around 20% in most cases as long as there is no physical damage to the item. That is generally enough to offset the original return shipping.
If you choose not to offer free returns, there isn't much you can do. You have to make a decision how you want to run your business. There isn't a right way or a wrong way, generally speaking. There is a right way and a wrong way for you.
pickapaper
·4 months agoHow much resistance or disagreement do you get when you reduce the amount of refund you issue? I would think you would have some unhappy buyers when they don't get all their money back. Have you ever had anyone get really, really angry about this?
frugalmarketplace
·4 months ago@pickapaper
I have very few returns. However I sold a beautiful Damascus steel kitchen knife, and before I shipped it I did check the contents of the box ..I have another similar box with two in there and wanted to make sure I sent the correct one.
A few days after delivery I get a return, that the item was damaged. I looked at the pictures and it was a mess. I decided that the buyer likely put the knife in the dishwasher and having a wood handle..damaged it. When I ask “has this been used”. No response…by the 3rd time I ask ..I was threatened with negative feedback. never did I loose my cool…however I did report the buyer, and should have it back in the next day or two.
I have not decided what to do. it then become their word against mine.
pickapaper
·4 months ago@frugalmarketplace
I also have very few returns and most have been returned okay. That's why I wondered if buyers get mad when part of their refund gets withheld.
I simply do not understand how people think it is okay to tear something up or ruin something, like your knife buyer, and then act like it was that way when they received it. I've read many stories on here about buyers cutting an item inside when opening the package and then blaming the seller. Personal responsibility seems to have gone out the window.
frugalmarketplace
·4 months ago@pickapaper
I have not had a return since November….This one I did smell a rat.
People have lost a lot of morality.
christworks
·4 months agoVirtually none. Last year I had a buyer purchase a set of non-OEM ink cartridges. They got them and opened a return because they would not work with their printer. Fine. No problem. I get them back and the ink has been drained out of them. Upon a closer look at their account, I realized they were also a seller. One of the items they had listed was for the OEM version of the model ink they bought from me. I looked at the photos and I could tell the cartridges were not new, though they had them listed as New/Open Box. I am sure they refilled them.
I reported the buyer for lying about the return reason. I stated what I had discovered. I then issued the refund, reducing it by 50%. I noted I had reported the buyer for lying about the return reason. The buyer left me negative feedback, which I had removed. The buyer then appealed their return amount to eBay, who quickly denied their request and ruled in my favor.
That is the only person who fought back and they lost.
When someone opens a return, I message them and direct them to repack their item how I had it because that is eBay's policy. I let them know if it is returned without care, I will reduce their refund. So they have a heads up.
You have to dig into the buyer's policy concerning returns to specifically see that eBay considers it a policy violation for buyers to return an item not not packed the way a seller sent it and that failure to do so can result in the seller reducing their refund.
With the change to items listed as parts/not working and the changes coming to Bullion, Coins and Paper Money in May, I think eBay is slowly testing the waters to roll back the mandatory 30-Day MBG. Three days works well on other platforms, and I think it would be wise for eBay to roll it back to 3-days but still give sellers the option to have a longer return window. I'm a big fan of allowing sellers to run their business as they see fit and let the market decide.
roastedsaurus
·4 months agoI feel for you but as for "why not" can you imagine the amount of abuse that would open up?