Accepting a return when I don't accept returns. Buyer says item is damaged, NWT I have my doubts

[2013grotz]

Sadly, given the Ebay money back guarantee for buyers, any "no returns" policy you may have is absolutely meaningless.  While the option is there for "no returns", it just indicates generally that you don't want the item back.  "No returns" does not mean "no refunds", and consequently, you have to unconditionally refund any buyer that claims INAD ("Buyer says item is damaged").  If you don't, ebay will do it for you at a huge penalty to you.  This will end with the buyer receiving the item, the money they pay, and a penalty they will charge you ($20).

That said, if you have doubts, requiring the refund upon return of the item is about the only recourse you have on ebay.  Even if they do send it back damaged or further entertain defrauding you (assuming the item is indeed NOT broken, the MBG provides the buyer huge opportunities to defraud sellers with the blessing of ebay), you would still have the item and the opportunity to relist it again in the hopes you'll at least get *some* of the money back you will lose on this.

I know it's bad news and the seller always gets the extreme short end of the stick on this site, but that's the way ebay works.  Hopefully you'll have some good news come out of it.

[vonhonabon]

What was the item?

[soh.maryl]

Your doubts don't matter in the face of the MBG for buyers.  

[soh.maryl]

Respectfully, why does that matter? 

[heckofagame]

This will end with the buyer receiving the item, the money they pay, and a penalty they will charge you

($20).

If eBay is asked to step in and handles the refund, you will not be charged $20 extra. That charge occurs when it is a charge back situation through the credit card company. 

[mtgraves7984]

In my experience, if something sells once it will sell again. Approve the Return and get the item back... inspect it and relist it for the right buyer.

For what it's worth, you might want to revisit your Returns policy... especially if your 'doubts' are that the real reason for the return is that the buyer had buyer's remorse. (You'd at least have been able to deduct the shipping cost from the full refund if you offered Returns.) Hang in there...

[monster-deals]

All no returns on ebay means is you don't want your item back when you have to refund.

You will want to understand the MBG and what it means for a seller, yesterday.

[kensgiftshop]

If buyer says the item is damaged/defective, your No Returns don't meany anything.

You have two options:

Refund buyer and let them keep it.

Accept the return, pay return shipping and give a full refund when something is returned.

[dolcetreasures]

I think everything has been covered regardless of what the item was or the specifics surrounding your case. 

In closing, once a buyer claims the item is Not As Described, there’s nothing that can change the course of action that you need to take which is simply to accept the return. If the cost of the return is not worth it to you then you can refund the buyer. Otherwise nothing can be done. 

It’s truly one of the biggest pitfalls of selling online, especially if you aren’t a seasoned seller who can eat the losses with more sales. I know it leaves a bad taste in your mouth and we have all been through it many times. 

[2013grotz]

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@heckofagame wrote:

If eBay is asked to step in and handles the refund, you will not be charged $20 extra. That charge occurs when it is a charge back situation through the credit card company. 

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Thanks for clearing that up.