Refusing Seller Protection without Cause

[mercado85-1]

I sold a several hundred dollar item on eBay last month. The address I sent to is apparently a re-shipper called myUS. Soon after the item arrived at that address, the buyer asked to return it based on it not fitting. I clearly stated no returns, so denied the return. Also, the part may have already been in another country. They proceeded with a payment dispute for a new (false) reason. I filed a police report, quickly sent back my response to eBay, and waited. Eventually, a box showed up from myUS with a completely different item inside. I reported this to eBay. The case was then decided in the buyer's favor anyway. EBay has decided that I also don't get any seller protection. I've spoken to several representatives about this and keep getting different answers with that same result. I'm being told that I followed the rules exactly, yet I'm still not eligible for seller protection and the reasons they give, when I can get a reason out of them, are simply not true. The latest I've been given is that I'm not eligible because I denied the return. I denied the return before the payment dispute, not after. I read the rules, and that appears to be a made-up reason. I've asked to be shown where the rule exists, but they have yet to produce it. Is there any other way to get through this ridiculous incompetence? Thanks

[stainlessenginecovers]

That was NOT an 'ebay' return deal- that was a Bank Charge Back, which are decided solely by the bank. Anyone accepting credit cards have to 'abide by, agree to' any 'chargebacks' and agree that the 'bank' has the overall decision. 

Nothing ebay could do. 

[kensgiftshop]

You should have accepted the return through Ebay, at least you would of had a 50/50 chance of getting your item back.

Once they go to their credit card, you're pretty much screwed.

[lakefor94]

If you had accepted the return, you would have your item back and perhaps out the shipping expense one way.

Taking the hard line on returns, especially pricey items is risky as you have learned. Buyers that use PayPal or a credit card always hold the trump card.

[mercado85-1]

I get that eBay will usually lose against a payment dispute, especially a foreign one. The issue here is that I'm due seller protection and the only reasons they can give for denying it are plainly false.

[lakefor94]

EBay will provide seller protection for a chargeback reason of Item Not Received or Did Not Recognize Transaction.

If the buyer files for something other than those two reasons, a seller is going lose most all the time. 

What was the exact reason the buyer selected for the chargeback thru their bank?

[mercado85-1]

They used "The item doesn't match the description in your listing".

[lakefor94]

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@mercado85-1 wrote:

They used "The item doesn't match the description in your listing".

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That is what is called, "Instant Loser" for a seller.

[mercado85-1]

Says that is a covered scenario.

[mercado85-1]

Seems like there are written rules and then there is way things actually work.

[kensgiftshop]

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@mercado85-1 wrote:

Says that is a covered scenario.

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It says it May Apply, not It Will Apply.

The first two, if tracking shows it was delivered to the address given, you're covered.

The third, you're on your own, Ebay will do nothing to help when a buyer files a charge back with their credit card.

[lakefor94]

The documentation you supplied says, "may" apply.

I have not heard of many success stories from sellers winning an INAD case on a chargeback. 

There was an update for chargebacks in a seller update last year. Is that where you found that policy?

[mercado85-1]

In that case, below applies. That is met, or I have offered to provide to eBay. Police report also should have gone a long way towards this. I can show that what I sent is different than what I received. If I had accepted the return when they gave the "Does not fit" reason, I still would have gotten a fraudulent return.

I get that experience here is that eBay apparently doesn't follow their own rules and thank you all for the advice. Still, makes it hard to navigate.

[lakefor94]

Ebay determined the transaction was not eligible. I would have been very surprised if they protected a chargeback in this scenario. 

Bottom line is there is always a risk of a chargeback, especially when denying a return. Most of the experienced sellers here preach that continually. 

If it is an expensive item, I am always accepting the return and paying the return shipping since I do free returns. I don't care what the reason is the buyer picks for the return. It is a non issue.

I have denied some chump change returns in the past up to ~$150 that were past the 30 day eBay MBG. I skated on those.

It is a roll of the dice.

[lakefor94]

If there is a future sale, 

A seller's main protection is offering Free Returns or being a Top Rated Seller and just accepting returns.  These sellers can do a 50% refund on items returned damaged or something different is returned, etc.  Savvy scammers tend to avoid these accounts.