As a seller can i deny a return?

[spacey425]

I know the buyer is lying about the item and I have photos to prove they are. I sold an item clearly listed as is no returns & shipped in a special box so there was only room for the item. They sent me a picture of a NOT damaged box but damaged item and there is NO physical way it fit in the box so I know the buyer bend the item.  They received it a week ago and now apparently messed it up and are blaming me. What can I do?

[bonanza125]

Buyers can return an item even if you have a no return policy if they claim the item is not as described. They are given 30 days. If they do file a claim do not fight it. You will lose and the buyer will not only be able to get there money back but also keep the item. Here is what you do. If they file the claim accept the return upon receiving the item back. Get the item back and either sell it with damage or if it's worthless throw it away.

In other cases if the item were to have been damaged during shipping you could have filed an insurance claim with the carrier. However you are claiming it was the buyer who did that damage so you can't do that. The other thing you could have done and still can do is if the item is not worth shipping back just refund the buyer and have them keep the item. So you are done with the case all together. That's only if the item is worthless now or it will cost more to ship back than the item is worth. I am unsure what item or value we are dealing with here.

[ebooksdiva]

No returns doesn't mean no refunds.

eBay's Money Back Guarantee supersedes your no returns policy which is, by the way, for remorse returns only. Remorse returns can be denied.

Remorse returns include changed mind, ordered by mistake, doesn't fit, bought cheaper elsewhere.

You don't know what the item went through during shipping unless you hand delivered the item.

Photos are not proof of anything as they can be altered.

You have several options when a buyer opens a return for damaged, not as described or defective. This type of return can't be denied.

You can accept the return, issue the return label, receive the item back and refund. or

You can refund without requiring the buyer to return. or

You can ask eBay to step in, BUT, doing so will not result in eBay siding with you.

eBay will find in favor of the buyer,refund them from your funds, allow the buyer to keep the item and give you a defect for cases closed without a seller resolution.

[fbusoni]

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@spacey425 wrote:

I know the buyer is lying about the item and I have photos to prove they are. I sold an item clearly listed as is no returns & shipped in a special box so there was only room for the item. They sent me a picture of a NOT damaged box but damaged item and there is NO physical way it fit in the box so I know the buyer bend the item.  They received it a week ago and now apparently messed it up and are blaming me. What can I do?

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@spacey425 

If buyer contacts you, be polite (because eBay bots scan all message traffic and being rude will not help you) and request that he file a return.  Keep it brief, and do not hurl accusations.   The less you communicate with the buyer, the better -- especially someone who you have reason to believe is being dishonest.

As suggested, immediately accept the return request.

Your objectives at this point should be to (a) obviate the need for eBay to get involved, and (b) avoid negative feedback.  

If you handle the return and refund correctly, it appears that buyer will be unable to leave negative feedback under eBay's new feedback rules.

[soh.maryl]

Short answer:  No.

Suggestion:  Re-read the MBG.