Buyer made false claim about an item

[musiclo_87]

So this was "fun". I had a buyer demand a refund because they said their item got ruined and damaged in shipping. I Didn't buy it, but regardless, I refunded them. They tried to claim they "lost" the return label (also didn't believe it). After I called them out on that, they mysteriously got a new label and finally sent back the item.

Now for the real kicker - the item arrived in perfect, un-damaged condition. It looked exactly as it was when I sent it out. It was in no shape or form damaged or ruined. It was absolutely fine.

They lied. I had to refund the payment PLUS pay almost $9.00 for a return label. I got screwed out of almost $20.00 because of this between the item refund amount and the shipping label amount.

I did report them to eBay already. I reported them during the initial return process due to their lies and hassle. Is there a way to report this new issue to eBay? I definitely feel that I should get my money back. They shouldn't have received a refund at all and I shouldn't have had to supply a label. There was absolutely NOTHING wrong with the item. Nothing.

I do plan to re-post the item, but that doesn't make up for the money I lost buying a shipping label for them.

Does anyone have any advice? Is there a way to at least get my money back I paid for their shipping label? I took pics immediately after I opened the package and discovered the item NOT damaged. So I have proof it was not ruined as they claimed.

I've never dealt with this, so I would appreciate some input for how to handle this.

[wooden_flower]

There is no way to get your shipping payment refunded.  You can report the buyer for abusing the money back guarantee.  You can use this page - https://spd.ebay.com/RBASellerHub

Unfortunately, false returns are part of selling online, especially when you sell with no returns.

[inceptions]

Since you only have one chance to use the reporting option, you should not report until after all is said and done.

If you reported the buyer for a false Item Not as Described return, you should receive a credit (up to $6.00) on your monthly invoice for return shipping.

You should not refund a buyer for a return until you receive the item back. Otherwise the buyer has no incentive or obligation to return it.

Understand that some transaction will go bad and you will lose money. This is part of selling - on eBay or anywhere else.

[gosimus]

@musiclo_87 

< the item arrived in perfect, un-damaged condition >     

On the bright side, at least you got the item back intact.  There have been reports from sellers that the buyer trashed the item before returning it.  Either trashed it, or sent back their old worn-out one and kept the seller's new one.  

[wooden_flower]

Unfortunately, the $6.00 return shipping credit is only available to top rated sellers who offer returns.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=12&pos=5&query=Sel...

[musiclo_87]

That's honestly a bit of a crap policy. And only $6.00 when their labels cost more than that? Wow. In a situation where the buyer clearly misused the services, the seller should absolutely be entitled to a full refund for the amount they paid for the return label.

I did speak to eBay and the sided with me. They agreed that yes, the buyer absolutely misused the money back guarantee/returns system. They said for them to claim it was damaged, only to *finally* send it back perfectly fine was ridiculous. I agree. It was wrong. They lied just to create a scene. Plain and simple. I definitely plan to repost the item and did block the buyer.

[musiclo_87]

Yes - I am very glad in this case that they lied. If it had been damaged, I'd be very unhappy. At least now I can repost it and sell it to a non-jerk. I fail to see why they'd lie about this to begin with, knowing I'd find out they lied as soon as I got the item back in perfect condition. Some people...

[inceptions]

Thank you for the correction @wooden_flower .

@musiclo_87,

I apologize for leading you astray. Please see the post from @wooden_flower . There will be no reimbursement at all for the return shipping as you don't meet the qualifications.

The reason the buyer lied is because you have a no returns policy which means the buyer would have to claim the item is not as described in order to return it.

You might reconsider your policy. Accepting returns doesn't necessarily mean more returns, but it does mean more sales. Many buyers won't buy from a seller who doesn't accept returns - it implies the seller doesn't stand behind their items or care much if the buyer is satisfied or not. Something to think about...

[gosimus · Accepted solution]

@musiclo_87 

< I fail to see why they'd lie about this to begin with >    

That's an easy one to answer.  For some reason they want to return the item, probably they just changed their mind.  But if they say "Changed mind" as the reason, then they have to pay for the return shipping.  They lie and open a Not As Described case so the seller has to pay for the return shipping.   Nine bucks, as you said above. 

Be sure to add their username to your Blocked Buyer List  https://www.ebay.com/bmgt/BuyerBlock