What do you do when the buyer makes up an outlandish, demonstrably false story to do an expensive return and eBay does nothing to protect you?
Summary: davegeeksout expressed frustration about a buyer returning a Lego Train set on eBay, claiming it had a detergent smell, which he strongly disputes. Despite communicating with eBay customer service agents who initially supported his stance, eBay eventually sided with the buyer, leading to a financial loss. Other participants advised against challenging such disputes, highlighting that eBay often favors buyers in 'not as described' cases. Some suggested accepting returns to avoid fees and selling complications, while others advised reading eBay's policies thoroughly for better understanding.
I recently sold a new Lego Train set for $115 free shipping. It cost almost $20 to ship it. The buyer gets it, makes up this outrageous lie (and/or possible symptom of mental illness) about how sensitive his sense of smell is and he wants to return the set because he says it has an overwhelming smell of detergent. This is simply untrue. It didn't smell like anything when I sent it to him and it didn't even smell like that after he received it. It's next to me right now and there is no scent whatsoever. I tried to fight the return and I spoke to eBay several times and I was told multiple different things over the course of four phone calls, none of which were honored. I was having a great experience and a good time as a seller on eBay. After I was basically robbed of $53 and have no recourse. I despise this company and I really want to leave the platform completely as a seller and a buyer. Anyone ever have to deal with a liar like this?
tobaccocardyahoo
·2 weeks agoReturns come with retail sales.
The frequency of returns is influenced by what you sell, who buys it and how good or bad your luck is.
Sometimes, a toy is bought by a grandparent, as a gift. An expensive toy, particularly one which is now collectible and selling at a premium price, might get returned because a parent might think the grandparent was being cheated by an Ebay seller who is taking advantage of the old person's lack of knowledge of what the toy should cost.
No reason to believe that is what this case is, but it is one of the scenarios I experienced selling toys online. I no longer do.
Many low volume sellers cannot afford the cost of returns without trimming what they offer.
dbmm-media
·2 weeks agobefore you leave, don't forget to end you active listings
mam98031
·2 weeks agoI realize you are upset, but you absolutely do not know what the buyer smelled if anything once they received the item. There is no way for you to even have that information accurately, that is just your emotions talking because they upset you. While you may not choose to recognize it, some people do have extra ordinarily issues with smells. Because you do not believe it to be true does not make it so.
Your sold items do not show any $115 lego set, so there may be a problem with your list of items sold recently. With that said, HOW did you lose $53 if it cost $20 to ship? That would be $40 for the original shipping and the return shipping? Your selling fees would have been refunded to you when you refunded the buyer unless Ebay had to step in and force the refund, then you do not get your selling fees refunded.
You've been a seller long enough to know or should know that trying to fight a return case like this one was not going to be fruitful for you. A no return policy does NOT protect you from an INAD, or a legitimately filed Buyer's Remorse Claim. While you can refuse to take the return, you must refund a buyer when they file an INAD, so your choice if you want the item back or not. There simply was no way that Ebay would allow you to win this case.
I do however respect that you feel strongly that the buyer was being less than truthful. That happens to sellers a lot. Ebay has never gotten in the middle of a he said / she said situation. They simply can't. While you say it didn't smell the buyer said it did, there is no way for Ebay to know who is being truthful.
kensgiftshop
·2 weeks agoHad a couple like that.
You refund and move on.
ryry-jj
·2 weeks agoWhen I read the title I was expecting like a $200-300 dollar return cost.
The cost of doing business is far greater than just FVF's. Get the item back and relist. Buyers will find ways to return an item they don't want, eBay is not stopping it because it is all about providing a "good buyer experience", not accepting returns just leads to BBE and INAD dings to sellers, nothing good comes from that.
If eBay had to stand by what CS says, customer service would be shut down asap...as it is maybe they will shut it down next month after we have all created the AI data for them here...which is what that AI summary is all about
dkdtrain
·2 weeks agoWhen I get that occasional buyer who is full of BS. After I'm finished dealing with them I block them so I won't have to deal with them again.
bolensparts-360
·2 weeks agoUnfortunately this the status quo for ebay , we have sold on multiple platforms including having our own site for 13+ years 99.9% of all the problems and stuff like this always happens to us on ebay. Each individual has to decide what they want to tolerate here and if the profit/ Loss margin on stuff like this is worth continuing. Dont even bother contacting ebay it wont get you anywhere the only option is just accept the return take your losses and block the buyer
vintage-camerastuff
·2 weeks agoDon't offer free returns on those heavy items. Make the buyer pay for the return shipping.
shire123
·2 weeks ago@vintage-camerastuff If the return is for "not as described" which is the case here, the seller has no choice but to pay for return shipping.
gurlcat
·2 weeks agoYeah we all get liar buyers. It's not unique to eBay, and eBay is not unique in prioritizing customer satisfaction; nearly all companies allow returns.
Next time you have a problem come here for real advice, not the appeasing jibber-jabber that the lousy contract workers on the phone dish out.
inhawaii
·2 weeks agoWhat do you do?
Easy. You accept the return.
christworks
·2 weeks ago@davegeeksout Did you ever take time to read through eBay's policies concerning item not as described returns and what your responsibility is as a seller? eBay has policies that address all of this. There is never a need to speak with anybody at eBay when it comes to handling a return. eBay agents are just like many other customer service reps. They are trained to tell you what you want to hear so that it gets you off the phone as quick as possible. The information does not have to be correct. That's not to say they always do that, but they often do. Then, just like with any other job, you have people that don't know the rules or policies and just make stuff up. This is why your source for information should always always always be a review of eBay's policies on the website. When in doubt or you have a question, come to the forum and ask before making a decision. We dont' work for eBay, but we often can advise you on what you need to do. We don't tell you what you want to hear. We tell you what you need to hear to keep your account in good standing.
You do not accept returns. This means you don't have certain seller protections that are in place for people who do accept returns. For instance, if you accepted returns then you could have reduced the refund up to 50% if the Lego box had been opened. For whatever reason you feel that not accepting returns is what is best for your business. You don't get to go back later on and demand the benefits that those of us who accept returns get.
I am not quick to accuse your buyer of lying. The human sense of smell can vary person to person. I am extremely allergic to cigarette smoke. I can sense cigeratte smoke from 40 feet away, while others either barely smell it or cannot smell it at all. When I purchse items to resell, my nose can pick up even very faint instances of cigarette smoke that the average person may not be able to tell. In your buyer's case, they claim a 'detergent' smell. This could be genuine, if the box was ever stored with soap products, even if only during the shipping process.
There are also many neurological conditions and even one symptom of brain turmos are phantom smells. Nasal polyps can also distort smells. It doesn't have to be the buyer is crazy, mental illness as you put it.
You should have taken the return back, issued the refund, and moved on. You can report the buyer for return abuse. At best they will get a note on their account so if they should be reported for return abuse in the future eBay might take action on their account.
broto_64
·2 weeks ago · EditedAll the time, I'd say a good half of all my returns are of that exact nature. Of course I can't accurately determine what the buyer's motives/thoughts were at the time, also I have to follow ebay policy or else.
At least you got the item back.
Consider reselling it, and remember how much you need to add to the price so that future returns are covered.
stephenmorgan
·2 weeks agoI don't get eBay involved because if they force me to give a refund then they also keep their fees so I would be out even more money. I basically just accept the item back and give a refund when it is returned. Nothing more can be done that would have change the outcome.
davegeeksout
OP2 weeks agoThe first two eBay agents I spoke with one the phone both specifically told me that they could tell based on his messages/pictures he sent me that he was abusing the policy and just changed his mind and that eBay would side with me. Then of course the opposite happened and here we are. It's unbelievable to me that their agent can tell me that I'll be protected and that obviously he's trying to abuse the policy and then I still get robbed.
caldreamer
·2 weeks agoAnytime you "ask EBAY to step" or speak with customer service agent, EBAY punishes you by NOT refunding your "selling fees". EBAY wants you to handle problems on your own.
1786davycrockett
·2 weeks ago@davegeeksout
If a buyer opens a "not as described" case, it is best not to fight it, since eBay sides with the buyer 99.999999999% of the time.
If you attempt to appeal the case (and it sounds as if you did), eBay will still side with the buyer -- you may (or may not) receive the item back, with the refund taken from your own account, plus a defect against your account, which will last a year.
Simply not worth trying an appeal -- just accept the return, to get your item back, so that you can try to sell it again.
Been there years ago -- done that only once.
davegeeksout
OP2 weeks agoNot one but two different agents told me on the phone that they could tell from the communications that he was trying to abuse the system and that he changed his mind and was lying about saying the item was not as described. eBay should have to honor what it's people say on the phone. I know they record those calls.
pickapaper
·2 weeks agoHave you read the replies you have been given here? eBay's CS agents generally tell callers what they want to hear, not always the actual facts. So, the two agents you talked to (which, as was mentioned above, talking to an agent is not even necessary) gave you incorrect advice.
By the way, you keep saying you were "robbed". You were not. Return policies are spelled out in eBay's Money Back Guarantee and this involves return postage and fees.
If you really despise this company and want to leave, there is nothing stopping you. However, I'm sure you are aware that other venues are not going to be problem-free. There will always be "something". But if you decide to stay here, it would be beneficial to familiarize yourself with eBay's Money Back Guarantee, both from a buyer's and a seller's viewpoint.
msha3839
·2 weeks agoIf any agent would tell you what you claim, there is a reason for this…they tired of their jobs or simply want to come you down and finish this conversation…now the original reason for return..why you think that you have more credibility than buyer? I bought items that claimed to be from non smoking environment, but ended up differently..it was for restoration so wasn’t a big deal..
davegeeksout
OP2 weeks ago"Why do I think I have more credibility than the buyer" is crazy talk. I happen to know that I am not insane or delusional and don't think I have some superhuman level of smell and can therefore pick up a scent that doesn't exist. I don't even have detergent in my house because I use pods, but it wasn't around those either. If I got it back and it had a scent to it, I might have more sympathy and wonder what had happened along the way. But I still have the item after the return and it is demonstrably unscented.
eBay charges absolutely exorbitant fees to sell on their platform. If they want to let buyers run roughshod in the name of satisfaction, fine, but eBay should be the ones eating the costs. Deep pockets jurisprudence.
I appreciate people providing the unvarnished truth and some of you are giving a sound take on the realities of the situation. Some of you have this weird sycophantic bent to your comments that makes me wonder if you are out here astroturfing for eBay. But the bottom line is it sounds like continuing to sell on here is indeed just a huge gamble and probably not worth the risk.