Buyer claims item doesn't work or is defective. He's not correct

[jim0115]

I sold a Ping golf club driver in April, and just under 30 days later I received a refund request for the reason that the item doesn't work or is defective.  He says that the club head is stuck to the golf shaft and therefore the club is defective and not as advertised.  For clarity, this was a no refund listing.

I know the buyer is wrong and I can prove it pretty easily.  The club is on its way back to me now so I will have it in hand shortly.

Here is my question to the forum.  I see in the return process that there is a way for me to formally disagree with the return reason.  If I were to take this path, I can easily take a photo of the club showing the two components separated, in my mind thus proving that the buyer claim is false. 

I'm interested in knowing if any forum members have used this seller protection feature in the returns process, and whether in the situation I just described it is worth pursuing?   Just as added information, this buyer has not been a good buyer...at every step of the buying transaction and now in the return transaction he has been 100% non-communicative with me.

I'm irritated that I have to eat these various shipping fees when I feel this buyer is deliverately lying to use a loophole to return the club, and I'm inclined to fight him, unless it is totally fruitless to do so.

[simba6]

You will have to issue a paid return label. If you don't, eBay will refund on your dime and let them keep it for free. Along with giving you a customer service ding.

There is slight hope they will never get around to sending it back.  In that case you don't refund. Many buyers never send the stuff back after they open a case. Can't say you will be that lucky however.

[jim0115]

I did issue a return label and the returned item has arrived now awaiting my inspection.  My question is whether the eBay process that lets me now challenge the buyer claim before issuing the refund works, or is it just window dressing for eBay as a way for them to pretend that we really have actual seller rights against these false claims?

[pjcdn2005 · Accepted solution]

It's just window dressing.  Once you've received the item back ebay expects you to refund. If you don't, they will refund for you then bill you and you will get an unresolved claim defect.

Every once in a while I've read about a seller winning an item not as described claim but those are very rare and probably happen  before the item is sent back.  I am guessing that once the item has been returned there is no way that ebay is going to tell you  to keep the item and not refund.

You can report the buyer for misusing the mbg so that it is noted on their record.

[mtgraves7984]

Here is my question to the forum.  I see in the return process that there is a way for me to formally disagree with the return reason.  If I were to take this path, I can easily take a photo of the club showing the two components separated, in my mind thus proving that the buyer claim is false. 

I'm interested in knowing if any forum members have used this seller protection feature in the returns process, and whether in the situation I just described it is worth pursuing?

@jim0115 

Here's the rub... the seller protection you describe is not available to you. The ability to deduct up to 50% from the refund is available to TRS sellers that offer 30-Day Returns or for sellers offering Free Returns.

I can also tell you that the protection is designed for sellers whose item is returned in a different/destroyed/de-valued condition than the item was when shipped... and it doesn't sound like that is the case here.

That being said, I find that if an item sells once, it will again. You've got it back to resell... here's to a good buyer next time.

[kensgiftshop]

@jim0115 

The buyer is going to get their refund, no matter what you do.

If you try fighting it, Ebay will refund the buyer from you account and give you a defect for not handling the return.

Once the buyer is refunded and the case is closed, then you can try appealing it.

[apcg500]

My experience with buyer that bought  a sony beta video player great shape worked perfectly.

 The buyer then after having the machine for 3 days states he wanted a refund, that it doesn't work and it is defective. I called eBay regarding this and advised them after eBay approved the return and refund that when I got it back it works PERFECTLY!

I had it as NO REFUNDS, but ebay over rides that WITHOUT asking the seller.

After messaging with him for a few days, he states, IT IS POSSIBLE IT WAS THE SET UP WE HAVE and he had 3 of the same machines but had a short deadline. THAT MADE ME VERY SUSPICIOUS, THAT IF HE HAD IT SET UP WRONG, HAD 3 OF THE SAME MACHINES, AND HAD A SHORT  DEADLINE? WELL COME TO FIND OUT IT'S A COMPANY THAT DOES VIDEO AND DOCUMENT TRANSFERS TO DIGITAL.

ON TOP OF THAT ebay withdrew from my bank account more than they should have.

[house*of*paws]

Hi @apcg500 

You’ve posted to a 1-1/2 year old thread, which likely will get locked  by a moderator.  I recommend you copy and paste your post onto a new question if you’d like answers.  🙂

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.