Buyer Abusing Money Back Guarantee (Claims Defective Item)

[techoutrepairs]

Sold a OnePlus 11 that was a few weeks old only minimal usage. Buyer receives it said he would test it in a couple days and a couple days later he said all was good. Fast forward 2 weeks he messages me saying a couple of his apps (discord and spotify) aren't working right and that some apps like YouTube, Chrome and some games don't run at 120hz. He request a return (via messages) I told him no as i don't accept returns and the issues he described are related to his own apps not the device itself. I also explain that the YouTube app doesn't support 120hz again app related not anything to do with what I sold. He doesn't reply and the next night opens a return case for not as described/defective. 

I accept the return and issue a label (eBay advised me this is the best course if i want to be protected against false claims) 

I have sent the buyer pictures and articles that describe everything he thinks is a defect and have proven that the phone is working as it should. The display settings even say that it is a maximum of 120hz not 120hz constant and it also says it is a dynamic refresh rate display and will lower the rate when higher refresh rates are not needed to save battery. The image he uploaded to the return case is the phone on a static image of the google chrome home page. Just articles no moving images and he claims that it only does 30-60hz there so it's a defect. 

From the messages he sent shortly after he got it and the pictures he attached to the return he also removed the screen protector. 

This is clearly someone who is abusing the money back guarantee for an item he changed his mind on. 

[techoutrepairs]

Meant to post this under returns. I'm posting it there if someone can delete this

[fin-william]

Unfortunately eBay does not care who is wrong and who is right. The system works with couple rules and buyers have the most of power. Buyer can also ship back empty box and eBay will not care, it is risky to sell expensive items and/or items which scammers prefer (phones I think are one category).

[inhawaii]

Just because you disagree with a buyer who want to return something does not mean he is "abusing" the money back guarantee. 

[techoutrepairs]

Uh yes it does. It was listed as Returns Not Accepted. The things he's stating are defective are litteraly how the phone is supposed to work. He was shown that this was the case it says in the phone settings the refresh rate is dynamic. He is making claims just to get a return since I don't offer returns. I explained that to the buyer and sent 3rd party sources showing that it was factual and not just me saying it. He knew the phone was working right he simply doesn't want it anymore and is making claims to get a buyers remorse return under the money back guarantee. 

[techoutrepairs]

My listing never made claims about what apps support what refresh rates. I sold a working phone I'm not responsible for the users configuration and 3rd party apps.

[onlinecentral]

In a perfect world, eBay would run a Court TV show, let both sides present evidence and make a ruling.

In reality, eBay just echoes or mimics the credit card policy that 'the buyer is ALWAYS right'.

Your store policy of 'No Returns' doesn't have a leg to stand on, as far as the credit card companies and eBay are concerned.

Sellers think they can get the maximum amount of money selling the item on eBay.
The flaw in that thinking is that any credit card payment can be reversed for 180 days.

The next time you intend to sell a new $700.00 phone:
1) Sell it back to the phone store, even if you have to pay the early termination fee.
2) Sell it locally for paper currency in a police station parking lot with video surveillance.
These methods are final sale with no recourse for the buyer to get a refund.

[itscalledapostingid]

When a buyer says they believe an item is defective ebay just allows them to return it for a refund.

That's the way it works on ebay and all online marketplaces that I know of.

[techoutrepairs]

My no returns policy does have a leg to stand on as it's Literally set that way in eBay settings. Per eBay policy they can only return it if it's not as described. It's exactly as described the buyer is making false claims to return it. 

[stainlessenginecovers]

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@techoutrepairs wrote:

My no returns policy does have a leg to stand on as it's Literally set that way in eBay settings. Per eBay policy they can only return it if it's not as described. It's exactly as described the buyer is making false claims to return it. 

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No Returns does NOT mean No Refunds. 

It means you can 'deny' a 'remorse' return; or it means you DON'T Want it back.

Bottom line is: if a buyer wants to return something; they can, they will, and this site, and most any other site, backs them. 

Sure, some buyers 'abuse' but all you can do is smile, take it, refund it, and you can then 'report' the buyer. It does NOTHING for you; but over time, if that buyer get's enough of those 'reports'; they will no longer be able to return anything for a refund (although they can STILL go to their Credit Card company up to 180 days) and again... this is for ANY Site, any day. 

[kensgiftshop]

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@techoutrepairs wrote:

My no returns policy does have a leg to stand on as it's Literally set that way in eBay settings. Per eBay policy they can only return it if it's not as described. It's exactly as described the buyer is making false claims to return it. 

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Buyers tend to do that when they are not happy with an item and the seller doesn't accept returns.

Once the buyer is refunded, you can report them for abusing the MBG.

[inhawaii]

Your "no returns" policy only applies to remorse returns - I changed my mind or i found a better price.

Otherwise what's to prevent sellers from sending buyers a box of rocks and saying, sorry no returns, it says so right in my listing.

Ebay offers all buyers a MBG (money back guarantee). If they are not satisfied they can return the item for a full refund.

Sorry, I know that's not what you want to hear, but that's the way it is. 

[itscalledapostingid]

Make sure you understand the policies and procedures:

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

Deviating from the prescribed process tends to yield undesirable results.

[techoutrepairs]

That's not at all what the MBG policy says. You can't return an item just because you no longer want it. You can only return an item when a seller doesn't offer returns if the item is not as described.

[techoutrepairs]

I've done exactly what it and ebay said to do. I've accepted the return and will dispute it once it arrives back.