New seller looking for advise on a problematic item not as described case
Hello everyone! this is my first time posting here, as I couldn't really find a comparable situation already here. I sold a computer case with a glass side panel a few days ago, shipped it the day of order receipt with Fedex, and the buyer received it the next day. I received a message from the buyer claiming the glass was broken. I told the buyer (who has 1000+ feedback) that I would be happy to refund them, and asked the buyer to see a picture of the damage. They told me they did not want to open the box, and refused to provide a picture or video showcasing the damage. The only picture they sent was a picture of the sealed box along with the return request the next day, claiming they could hear broken glass. I reiterated that I was happy to fully refund them, but that I needed some form of evidence to submit as a damaged claim to Fedex (and to prove it is actually broken). They repeated that they wouldn't open the box (due to the supposedly shattered glass) (which doesn't make any sense because you can open a box from the top to take a quick picture). I told the buyer that I would like a video demonstrating the broken glass sound, and that upon receipt of that, I would refund him. They asked how they could send a video, to which I replied by sending a imgur or streamable link. They have not replied since. They also stated that they would rather wait until eBay steps in rather than open the box.
So, this experience is leaving me with a lot of questions about how item not described claims work:
1. Will eBay really step in to help a buyer that provides no evidence of an item actually being broken? Can you really just order any item, take a picture of the box, claim it sounds broken and get a refund?
2. Am I in the wrong for asking him to upload a video of the sound offsite? He left me no other option by stating his repeated refusal to open the box.
3. Am I at risk for negative feedback from this? Does requiring proof count as being uncooperative? Is eBay likely to remove any negative feedback that would potentially result of this?
The item was marked as no returns, so without proof I don't feel obligated to accept the return, nor do I want the item back. The shipping on this item was quite expensive, and by the time I factor in the loss of original shipping+return shipping, I will have lost double the amount I sold the item for. Furthermore, I am moving to a new address in a week, and managing the return in wake of that seems like it will just further complicate things.
So my question is, do you guys think this is a scam/bluff? Should I wait for him to send me a video? Should I just back down and refund the item, and save myself the trouble? I feel like no matter what I do my hands are tied, and as a new seller I'm unsure of what to do in this situation, so any advice or experiences with similar situations would be appreciated.
Thanks.
sehime_0
OP2 years agoThanks for the advice everyone. As it being broken seems plausible enough, and given the upcoming move, I've decided not to overcomplicate things by forcing a return. I refunded the buyer their money, and requested that if they are willing, they could send me a video to use as evidence in a Fedex insurance claim. This experience has honestly made me quite hesitant to continue selling on eBay, and this is definitely the last time I'll be shipping something anything remotely fragile.
broto_64
·2 years agoYes, ebay will do that.
Ebay's "Money Back Guarantee" (MBG) overrides any No Returns policy (also No Returns does not mean No Refunds). Your only option is to accept the return if you want the item back and then issue the refund once the package arrives, if you do not want the item back then you can go ahead and issue the refund now.
https://pages.ebay.com/ebay-money-back-guarantee/
caldreamer
·2 years agoEBAY 30-Day Money Back Guarantee (supersedes "no returns" policy) and allows customers to lie and claim "not as described, defective, broken, counterfeit". EBAY does NOT require the customer to prove their claim. EBAY always rules in favor of the customer. You will be forced to refund (purchase price + shipping BOTH ways).
I would make the customer "return the item" if they want a refund. It is possible the computer is in perfect condition and they are just trying to scam you.
There are many scammers on EBAY that target new Sellers or anyone selling "high value items". EBAY will NOT protect if you get scammed.
bonjourami
·2 years agoDid you double box that case? If not, one hard jolt would shatter that glass side panel.
sehime_0
OP2 years agoI shipped it in the same box I received it in.
jaja_2942
·2 years agoThat box isn't made for shipping. Here's an example.
That's why they are shipped plastic-wrapped together for protection on a pallet.
sehime_0
OP2 years agoNewegg sent it to me via UPS in a box like that. I guess from now on I’m just gonna avoid shipping glass, it seems not worth the risk, and unlikely to be covered by shipping insurance. Good lesson for the future.
buyselljack2016
·2 years agoA FedEx claim is likely to yield................ nothing.
12345jamesstamps
·2 years agoDid not want to open box...item not as described...that's a new one.
Since it's not opened...never opened...do a return shipping label...and they can just put the eBay return label on the box. That's it. No more emails.
Photos or videos or emails will do nothing to help you.
If item not returned and label not used...you won't be charged. Is it a bluff....90% yes.
reallynicestamps
·2 years agoIf the customer does not return the item, you do not refund.
Do not refund until you have the item back.
They told me they did not want to open the box, ... The only picture they sent was a picture of the sealed box
If you don't provide the Return Shipping Label, they win the claim , get a refund, and keep the item.
You are being set up.
chevymontecarlo88
·2 years agoUsing logic and reason does not apply when dealing with a INAD. Yes you have every right to ask the buyer but i don't think you are going to get anywhere from how it sounds. If it was the Cosair case with glass, i would refund them money and let them keep the case. (case sold for $30) The INAD is a tough one to fight and you will most likely lose. Does not matter what your return policy is or if you stated NO RETURNS NO EXCEPTIONS. It does not seem fair and many times it is not. They are going to get a refund if they send it back to you or not. You just have to ask yourself if the extra shipping back worth paying for? Now you are dealing with someone that can leave neg. feedback which is why many would take the loss and move on. If the buyer has good feedback with many transactions they may be legit and just don't want the hassle. I sold a guitar to a client that was double boxed and had packing peanuts inside. He refused the guitar because he does not like packing peanuts. Go figure. These situations happen from time to time and usually you will know when someone is ripping you. This situation sounds like the buyer may be disappointed and just want to be rid of the deal. JMO
Its not an easy pill to take and most of us feel for you.
-Good Luck
sehime_0
OP2 years agoYep, it was $15 shipping there, and will likely be $15 back. That is a $30 monetary loss on an item that I sold for $30 (and is effectively worthless if it does turn out to be broken.) Like @buyselljack2016 said, I assume that Fedex is likely to drag out the process and eventually just blame my packing - though especially given it was only handled for a day, I am a somewhat dubious on the likelihood of it having broken. So a return would basically be a $15 (or $0) gamble on it being a bluff or buyers remorse. Definitely won't save me any time either. I feel like neither route is particularly good 😅.I'm likely to lose either way, one a guaranteed $15 loss, and one a very likely $30 loss where at least I'll know I wasn't made a fool of.
fab_finds4u
·2 years agoThey won't blame your packing. FedEx Years ago said glass isn't covered.
reallynicestamps
·2 years agoSend the Return Shipping Label.
Refund on arrival.
Block the buyer.
It's business not personal.
If the package was damaged in transit, USPS (and most couriers) will attach a Notice about that.
Then you make an insurance claim with them.
But.
Send the Return Shipping Label.
Refund on arrival.
kensgiftshop
·2 years agoBuyer does not have to provide any proof of damage or help with any insurance claim.
If you wait and let Ebay step in, they will refund the buyer from your account and let them keep the item.
If you want it returned before refunding, accept the return and provide return shipping.
sehime_0
OP2 years agoIf there is no burden of proof, then any item thats large enough to be prohibitive for return shipping is basically fair game to get a refund on every time?
What's the point in "not" accepting returns if buyers can do this AND get the return shipping covered without any evidence?
Seems like these policies are ripe for fraud. Very scary.
kensgiftshop
·2 years agoNo returns is pretty much worthless.
All a buyer has to do is say it isn't as described and your no return policy doesn't mean anything.
Large items can be a problem when shipping cost more then the item is worth.
Do you take a loss and pay return shipping on a damaged item or do you take a loss and just refund the buyer?
mtgraves7984
·2 years agoWhat's the point in "not" accepting returns if buyers can do this AND get the return shipping covered without any evidence?
@sehime_0
^^^ Exactly. In my opinion, the 'No returns' policy isn't worth the time it took me to just type it.
broto_64
·2 years agoIt's the Ebay Money Back Guarantee.
https://pages.ebay.com/ebay-money-back-guarantee/
Please consider taking these costs into account for future sales, it will help all of us out.
safetyfirst5-91
·2 years agoI would forego the stress and grief and hit the refund button. It is an uphill battle that you are unlikely to win.