Buyer opened a return with "Not as described" because they said they "overpaid" after using item.

[blazingmane]

I sold a brand new, sealed camera lens to a buyer. One week later, they sent me pics of the lens on their camera and said they "overpaid by a lot" and wanted a refund (marked as "not as described"). I offered a $10 refund ($130 lens) and they declined, forcing me to accept a return. In our messages you can clearly see the lens opened and attached to the buyer's camera. 

I received the item today, used and opened, with seals cut in box. I recorded myself opening the box for proof.

I am unable to deduct from the refund, and now I cannot relist this item as brand new. How is this fair for me? I am out $75+ because the buyer did not do their research prior to buying the product. Also, this item was sold for $70 less than the cost on the manufacturer's website, so they actually got a great deal.

Is there anything I can do on my end so I am not out of this money?

[mam98031]

Unfortunately because of your return policy, it causes you to not be eligible to use the policy that allows you to deduct some from the refund due to the item being used.  For the future you might consider changing your return policy because as you see, it does not mean you don't have to process INADs.  Buyers can return items.

https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763

[evelyb30]

You're lucky the buyer sent back the lens and not a rock. Either way, he'd get a full refund since he filed an NAD.  The seller eats those, and there's nothing you can do. 

[bdmh-enterprises]

If you had accepted 30 day free returns, you could have deducted up to 50%. Now all you can do is report the buyer for abusing the MBG. You should read through the seller protections and learn how "free returns" is incentivized and a "no returns" policy leaves you hanging in many cases. (Except in trading cards, where it shortens the MBG period to 3 days, so keep your cards with that.)

[mtgraves7984]

Is there anything I can do on my end so I am not out of this money?

@blazingmane 

Moving forward, I'd offer that you offer (at least) 30-Day (Buyer pays) Returns. At least you'd be out less money. Good luck.

[us925261]

I think you made a few mistakes that might not work in your favor.

▪️ It sounds like in your settings you allow people to return merchandise that they purchased from you, you didn’t specify who pays the shipping. I personally would not allow any returns, also in all of my listings I always say that returns are not accepted, all sales are final. 

▪️ I would have not given the buyer $10 back in a way that looks like a omission, but yeah, you probably did charge more than truly the items are worth. What are you undercharged or you charged a ridiculous amount it comes down to the buyer doing their due diligence by shopping around to see who has the price that they’re willing to pay for, if they didn’t do this then the fault is themselves NOT you.

▪️Unfortunately you’re correct. You cannot list the item as “new” however, you would be able to list the item as “like new” or “open box”.

I would recommend that you contact eBay to see what they can do to see if they can stop the refund and if the buyer wants the camera lens back, they would need to pay shipping or opt for a partial refund sense the reason for returning the item is not true and accurate, their reason buyers remorse because they claimed that you overcharged them for something that they should have done their due diligence by shopping around to see who has the best deal.

[mam98031]

@us925261 

No matter what your return policy is, ALL sellers PAY the return shipping on an INAD that gets filed by a buyer.

If a buyer files a proper Buyer Remorse Return Request, then ONLY sellers with a No Return Policy or a policy of 30 [or more] days w/ buyer pays shipping can make the buyer pay for return shipping.  

You can't list something on Ebay without a Return Policy stated.

" I personally would not allow any returns, also in all of my listings I always say that returns are not accepted, all sales are final. "  You can't enforce that policy.  If a buyer files an INAD, you either need to process it and allow the return and refund.  Or you need to allow the buyer to keep the item and you fully refund them.

Ebay can't help the OP with anything you suggested in your post.  

[mam98031 · Accepted solution]

The return policies options are as follows.

1. No Returns
2. 30 day returns w/ buyer pays shipping
3. 60 day returns w/ buyer pays shipping
4. 30 day returns w/ seller pays shipping, AKA Free Returns
5. 60 day returns w/ seller pays shipping. AKA Free Returns
6. 14 Day returns in certain categories

With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request.  Or if they want to, they can accept the return and have the buyer pay the return shipping.  If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.

On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return.  Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.

On options 4 & 5 above, they are also known as Free Returns.  If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return.  A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping].  Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below.  In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.

ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception.  Even if they are improperly filed and should have been a Buyer’s Remorse claim.

All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!

14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.

For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.

[fbusoni]

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@us925261 wrote:

▪️It sounds like in your settings you allow people to return merchandise that they purchased from you, you didn’t specify who pays the shipping. I personally would not allow any returns, also in all of my listings I always say that returns are not accepted, all sales are final. 

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Seller is not supposed to say who pays for return shipping.  That is arranged automatically by eBay, when the buyer files for a return.    A remorse return, the buyer pays.  An INAD, the seller pays.

Regarding not allowing returns... your advice is very ill advised and counterproductive. 

Any buyer who make such a claim is inviting dishonest buyers to purchase from them.

Why?

Because the eBay money back guarantee overrides "all sales are final."

One has the option of not accepting a return, but there is no getting around the fact that a seller will lose their money once eBay steps in.

[aproudparent2010]

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@us925261 wrote:

I think you made a few mistakes that might not work in your favor.

▪️It sounds like in your settings you allow people to return merchandise that they purchased from you, you didn’t specify who pays the shipping. I personally would not allow any returns, also in all of my listings I always say that returns are not accepted, all sales are final. 

Too bad you don't understand that is not true, buyer can open a case and you will either be refunding after return or refunding without return...

▪️I would have not given the buyer $10 back in a way that looks like a omission, but yeah, you probably did charge more than truly the items are worth. What are you undercharged or you charged a ridiculous amount it comes down to the buyer doing their due diligence by shopping around to see who has the price that they’re willing to pay for, if they didn’t do this then the fault is themselves NOT you.

▪️Unfortunately you’re correct. You cannot list the item as “new” however, you would be able to list the item as “like new” or “open box”.

I would recommend that you contact eBay to see what they can do to see if they can stop the refund and if the buyer wants the camera lens back, they would need to pay shipping or opt for a partial refund sense the reason for returning the item is not true and accurate, their reason buyers remorse because they claimed that you overcharged them for something that they should have done their due diligence by shopping around to see who has the best deal.

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[albertabrightalberta]

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@fbusoni wrote:

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@us925261 wrote:

▪️It sounds like in your settings you allow people to return merchandise that they purchased from you, you didn’t specify who pays the shipping. I personally would not allow any returns, also in all of my listings I always say that returns are not accepted, all sales are final. 

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Seller is not supposed to say who pays for return shipping.  That is arranged automatically by eBay, when the buyer files for a return.    A remorse return, the buyer pays.  An INAD, the seller pays.

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Re the red: Return shipping is determined by the SELLER in remorse returns. The seller can opt to have "free" returns, meaning the seller pays for return shipping. Or the seller can opt for "buyer pays return shipping."

Another option available to the seller is whether the seller wants to refund original shipping. If it's charged separately (not as "free" shipping) the seller can refund if they want or they can retain original shipping.

[grand-and-glorious-purpose]

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@fbusoni wrote:

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Seller is not supposed to say who pays for return shipping.  That is arranged automatically by eBay, when the buyer files for a return.  

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Kinda.

[marchair]

@mam98031  May I ask, does option #6, the 14 day return allow the seller to make the buyer pay for the return shipping and/or allow the seller to withhold the original shipping cost when refunding? I sell almost exclusively in collectibles and have a 14 day return policy. Do I need to change it to option #2 in order to keep the shipping amount in the case of a return? Thanks in advance!

[kensgiftshop]

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@marchair wrote:

May I ask, does option #6, the 14 day return allow the seller to make the buyer pay for the return shipping and/or allow the seller to withhold the original shipping cost when refunding? I sell almost exclusively in collectibles and have a 14 day return policy. Do I need to change it to option #2 in order to keep the shipping amount in the case of a return? Thanks in advance!

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If the buyer files an INAD, none of them allow you to withhold the original shipping the buyer paid.

[albertabrightalberta]

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@marchair wrote:

@mam98031  does the 14 day return allow the seller to make the buyer pay for the return shipping and/or allow the seller to withhold the original shipping cost when refunding? I

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For remorse returns, you can make buyer pay return shipping if that's your policy (which in your case is). And since you charge separately for shipping, you don't have to refund the original shipping charge. 

Although you don't offer it, for "free" returns, you pay return shipping but you don't have to refund original shipping when it was charged separately.