Unsure what to do
Been selling for a few months now, but been on the buyer side since 2011. I have never come across this type of issue. Here is the breakdown:
1) We are a liquidation store, and don't always know about the items we get in. We use the information on the box, and Google to figure things out if we don't know what the item is or for. We do our best, but we are only human. This is part of a disclaimer that we have in our 'About' portion of our account. (Disclaimer: We are NOT an auto parts store, but we do get auto/bike/boat/motor parts in our shipments occasionally. We do our best to figure out what they are, and what they are for. We do not guarantee exact item information, but we do our best using Google.)
2) We listed an item, used the info on the box and google to figure out what it is and for. Once we did the research we listed it.
3) Around Jan 5 a buyer bought it. It was delivered about Jan 11.
4) We don't offer returns on everything, and we didn't on this one.
5) Around Feb 27 buyer is requesting a refund. 50+ days after purchase and 40+ days after delivery. saying the listing is not as described.
6) We denied the refund request do to the time frame. (More than 30 days after delivery, and looking at our description and info buyer sent us we see nothing wrong, ie item is 1000w and listing states in more than 1 location 1000w.)
7) Do to denying the refund, buyer stated will be taking it up with eBay.
😎 Now a few days later the buyer is threating through eBay message: 'Look...your item is not as described...either refund or face backlash for your fraud which will include negative feedback. Also...you may be required to face me in court in my state for fraud as well as well as criminal prosecution...you are responsible for your listing and your item is not as described..you admit to not knowing what your selling..'
We have reported this buyer to eBay, and have now blocked them. With this being the first time that we have dealt with a customer like this, is there anything more that we should do? We just got our 'Top rated seller' and would hate to loose it after working so hard to get it. We are a small time store that is owned and operated by Veterans.
aeparts1
·2 years agoAfter giving this situation some thought, I think the correct thing for you to do is to let the buyer return the electric bike conversion, & refund their money.
Your listing says in the title that it is "1000W 1500W", the description says it is 1200W, & then 1000W in another place. You posted no pictures showing any proof of what it actually was wattage wise. "looking at our description and info buyer sent us we see nothing wrong, ie item is 1000w and listing states in more than 1 location 1000w." Yes, but you also state 1500W & 1200W, so I see something wrong.
The buyer is justified in expecting to receive a 1500W item. You feel that since you said it said 1000W in two places that the buyer should have understood that it was 1000W.
You wrote a bad listing, it is all on you. Do the right thing & do a return for the customer & return their money. It might cost you $$$ to do this, chalk it up as the price you have to pay to learn how to write accurate listings.
aeparts1
·2 years agoYour electric bike conversion description does state 1000W in two places, but the listing also states 1500W & 1200W in one place each. Confusing for sure, the buyer may have a point. But, it is past the 30 day return window.
soh.maryl
·2 years agoHowever, regardless of the fact that the 30 day window has expired, that buyer can still either (1) open a case with Paypal if that's how he paid or (2) do a chargeback on his credit card. Both of those options have a much longer allowed time period than 30 days.
bonjourami
·2 years agoThat buyer may go to his cc for a chargeback,and you will be charged an extra $20 if he does.
cstpos
·2 years ago@mysterydealsinvirginiamn Buyers can claim whatever they want and ebay will back them, not the seller. ebay can neither prove nor disprove what any seller sends to a buyer. It would be better for you to accept returns as ebay can and will issue a refund and let the buyer keep the item if you do not respond to a return request. We have had buyers open a return as Ordered the wrong thing. Once ebay messages them that they will pay the return shipping (per our listing) , the buyer changed the reason the Item not as Described, and ebay allows it. We do state No Returns for items being sold for parts. When someone buys a Parts item, we message them via ebay asking them to confirm that they saw the item is not working, flaws, etc - carefully word your description to be as plain and open as you can about everything that might be wrong with it and noting what is included with it. Take good pics from all angles that show every portion of the item.
As others have said ebay offers a 30-day guarantee, but cc banks can offer up to 180 days for their customer to open a chargeback. If your buyer is threatening you with legal action, the were probably told by ebay that it's past the date to open a case and the buyer might not know they can open a chargeback (yet). Also, you can block a buyer and they will not be able to communicate with you in the future, but can still communicate with you regarding this transaction. I doubt 1 ding will affect your TRS standing. You could message the buyer and explain that you thought your disclaimer was enough info and offer to take it back, or just wait and hope they drop it. I'm not sure but I think if you refused to take it back and they open a chargeback,their cc bank might just issue them a complete refund or maybe give you a chance to take it back. You would receive a message from ebay and have an opportunity to respond. Best of Luck!
4pawsup*
·2 years agoIf the buyer files a NAD case you should refund after return. That would be my suggestion.
soh.maryl
·2 years agoIf the buyer opens an NAD case, the seller is required to refund once the item has been received back.
Not a suggestion, a fact of eBay life.
dryophelia
·2 years ago@mysterydealsinvirginiamn
Selling store returns and rejects is risky. There will be refunds. Even with a ‘buy at your own risk, we are doing the best we can’, disclaimer.
This buyer maybe beyond the eBay 30 day Money Back Guarantee, but PayPal, credit cards, and some banks, allow buyers 180 days to dispute the charge.
When allowing buyers to choose their shipping method, it would be a bad idea to override their choice, as laid out in that disclaimer/item description.
Given the business model, this is likely just the first time. It’s ok to bend the rules in favor of an unhappy buyer.
m60driver
·2 years agoAlas, for your buyer, it is they who would have to face you in court in your state, most likely in small claims court. Not to mention that this is a civil matter and not a criminal matter. Whenever someone threatens you with legal consequences for a relatively small purchase on Ebay you can safely ignore such ignorant threats.
tobaccocardyahoo
·2 years agoAuto parts have a high returns rate in all channels. Second only to Women's Clothing. Somewhere in the 20% range.
Consider that and determine whether you wish to change your returns policy or wish to stop offering them online.
Its a business decision and you get to make those, and live with the consequences.
solidguitar1961
·2 years agoYour #1 is against Ebay policy "We do not guarantee exact item information, but we do our best using Google"
redlinear
·2 years agoIgnore it, it's beyond the 30 day return window.
If they leave you neg feedback, it can be removed because they threatened you with it.
stainlessenginecovers
·2 years agoAfter 30 days, you're ok as far as 'ebay' is concerned (forcing a return).
After 60 days, buyer can't leave feedback, but sounds like they are still in the window.
'Disclaimers' mean NOTHING and seems you 'think' using it will simply CYA..but you should NOT have that on there.
You either know what it fits or you don't and they way you buy, you don't so you should allow returns for this simple reason.
brightlightbookseller
·2 years agoIgnore unless they proceed with an actual lawsuit or something else. They can leave negative feedback, but you can maybe get that removed due to feedback extortion in the message, or they can do a chargeback. Lots of options, you're not off the hook yet.
That said, pretty bad business model to not accept returns when you don't even know you're describing the part correctly.
mysterydealsinvirginiamn
OP2 years agoThe item was listed as what the box and SN stated. We do offer returns/refunds on some items, just not all items at this time.
soh.maryl
·2 years agoIf you plan to sell on eBay, one of the first things you need to understand is that, if a buyer opens an item not as described case, you DO offer returns/refunds on any and all items you have listed. You do not have a choice in that situation.
mysterydealsinvirginiamn
OP2 years agoI do understand that if it is 'not as described' a return/refund HAS to be issued. The item in question was described as per the box and SN on the item itself.
klhmdg
·2 years ago@mysterydealsinvirginiamn All the buyer has to say is Not as Described.
eBay will not "look" and the listing or the box or anything.
Once the buyer says "not as described" you either refund or return for refund.
IF you ask eBay to decide you will lose the item, the $, your FVFs and get a seller defect.
The no returns has you over a barrel.
You may want to think about at least having - 30 days buyer pays on remorse returns.
soh.maryl
·2 years agoSorry -- that doesn't matter. If the buyer opens an NAD case, you will be refunding even though you know that it is exactly as described.
dnasilver
·2 years agoReturns are not required on eBay. Only the Refund is required.