Buyer started return for issue that was stated in description

[irg86]

I sold a game console where the left side was loose due the shell having two broken screw posts.

I stated this issue in the description and took photos of all angles of the console, with three of them clearly showing how the left side was loose.

Link to my listing: Sega Saturn US model 1 console system controller World Series Baseball 2 working | eBay

Buyer now opened a return request for "missing or broken pieces" stating the same issue that was in the description. 

Message from buyer: 

I purchased this item from this customer, thinking that I was buying something that was used but not damaged, if I knew that it has parts missing and broken I would have never bought this piece of junk! He never explained in the description that it had any problems but clearly the console is missing screws and coming apart!!! He knew this all along, never said anything just thought he could rob me of my money, I want a full refund back!!!

[irg86]

Message to Buyer:

It was clearly stated in the description that there were two broken screw posts and that the left side of the system is loose.

The photos in the listing clearly show this.

Did you even bother to read the description or check the photos?

Reply from buyer:

It didn’t state that!!!! Do you think I’m some sort of fool. If I would’ve known that I wouldn’t have bought that trash, how can you even sell someone something that is broken, if I would’ve known this I would’ve NEVER Bought this crap, I could’ve bought a Sega Saturn from someone else and not have dealt with you

[christworks]

I read your listing and looked at the photos. To his point, you did not explicitly say the screws were missing. I know it is implied, but sometimes to cover yourself you have to spell everything out.

Do not spend time arguing with them in messages. You have to take the return. eBay is not going to sort this out at this stage.  If they have to intervene, the refund will be issued to them and you won't get your selling fees back. Send the label. There is always a chance they won't send it back. 

When you receive it back, call eBay and have them make a note on your account that you have a buyer who is abusing the return policy. Let them know you are going to reduce their refund because they used the gaming system, and you wanted a note on the account should the buyer appeal that.

Then, issue the refund. You can deduct up to 50% of the refund and withhold the original shipping charges. Do that. Be sure to explain in the message box that the system had been used by the buyer. Also, make note that the buyer abused the return policy because the return reason was for an issue that was clearly stated in the description and photographed. If it were me, I would also make note that the buyer is being reported for return abuse. Then, go report the buyer abusing the return system. 

The buyer may appeal the reduced refund, and I think you will win that as long as you've done your part. I recently went through something similar and this is the process I followed. The buyer appealed the 50% refund and the issue was closed less than 2 minutes after he filed it. I don't see how a real person looked at his appeal, so I think having the note on my account and reporting them set me up to automatically win. Oh, and I got back the 50% that I refunded him, too. 

Edit: @irg86  while I was typing you posted a follow-up. Take a screenshot and highlight the part of the description that mentions this, then send it to them. Let them know you will be happy to take it back, however, then send them the label. Proceed exactly as I told you above. 

For future reference, (I see this a lot with sellers), but when there is something noteworthy wrong with an item, do not use the default item condition description. Put in that box exactly what is wrong. Some will say you need a word or two in the title. I don't think that's necessary, though I will put "READ" if I have room and there is something I want to make sure the buyer has at least been alerted they need to review what they are wanting to buy. A lot of buyers do not read the item description. There is actually an extra step in the eBay app to get to the description. Buyers do normally read the item specifics, and that's why not defaulting to the standard condition description is wise. 

[toysaver]

Buyers are not required to read the description before purchase.  It's best to include any flaws in the title and take close up pictures of them.  

[irg86]

Sent the buyer a screenshot of the description and here's their reply:

I want a full refund, or I’m gonna contact Ebay

It seems to be pointless to respond.

[klhmdg]

Stop replying to the buyer -

Even if you had highlighted it in red the damage, once a buyer says Not As Described per the MBG it is Not As Described.

eBay will not look into it or find in your favor.

The response should always be "Im sorry you are unhappy with this purchase. Please return for refund"

Send the return label and once you get the item back, refund the buyer and then add them to your BBL.

If you ask eBay for help or do nothing, eBay will refund the buyer, let them keep the item and you will get a seller defect on your account and still pay the FVF to eBay.

[irg86]

The return reason they put is "missing parts or pieces", not "not as described".

There were no pieces or screws missing, just that the screw posts were already cracked.

[klhmdg]

@irg86 

The return reason they put is "missing parts or pieces", not "not as described". -

It will come out the same.

If they were expecting parts not there then it is Not As Described.

eBay will find in the buyers favor.

There is no arguing your position or semantics. 

Once the buyer files a Not As Described / Missing Parts and Pieces, your choices / options are still the same.

[kensgiftshop]

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@irg86 wrote:

The return reason they put is "missing parts or pieces", not "not as described".

There were no pieces or screws missing, just that the screw posts were already cracked.

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If you want it returned before refunding, accept the return and provide a shipping label.

[irg86]

I've accepted the return, paid for the return label and am waiting for the buyer to ship.

I've also added him to my block list.

Can I still ask ebay to reimburse me for the return shipping cost since it was not my fault for the buyer not reading the description?

Also judging from the buyer's messages, he is probably the type that leaves negative feedback even after receiving a full refund. If he does, would I be able to get it removed?

[albertabrightalberta]

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@christworks wrote:

Let them know you are going to reduce their refund because they used the gaming system, and you wanted a note on the account should the buyer appeal that.

Then, issue the refund. You can deduct up to 50% of the refund and withhold the original shipping charges. 

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@christworks - The OP/seller can't deduct from the refund for multiple reasons: 

1. He has a "no return policy." Only sellers who offer 30 day returns can take a deduction if an item is returned in a different condition than sent

2. The item is not in a different condition than sent; it was sent broken and the buyer claims it's broken

3. It's a NAD claim and the buyer gets a FULL refund.

@irg86 

@christworks 

My opinion is that this is NOT an example of abusing the return system. 

[albertabrightalberta]

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@irg86 wrote:

Sent the buyer a screenshot of the description and here's their reply:

I want a full refund, or I’m gonna contact Ebay

It seems to be pointless to respond.

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Tell the buyer to open a return request.

Never mind. I see that the buyer already opened NAD and you complied. That was the correct and smart thing to do.

[albertabrightalberta]

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@irg86 wrote:

Can I still ask ebay to reimburse me for the return shipping cost since it was not my fault for the buyer not reading the description?

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Of course you can ask. But you will not receive! 

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@irg86 wrote:

Also judging from the buyer's messages, he is probably the type that leaves negative feedback even after receiving a full refund. If he does, would I be able to get it removed?

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Ebay is unlikely to remove a neg unless it violates ebay policy. In this case, their argument would be that it's the buyer's opinion because you argued and gave the buyer a hard time for their claim. 

In the future, respond as suggested above by @klhmdg: " "Im sorry you are unhappy with this purchase. Please return for refund"

[irg86]

I see. 

So I am wrong for listing the item correctly, packaging it properly to arrive in the same condition, shipping it promptly after payment, having it delivered on time, and accepting a return for which I was not at fault.

[aproudparent2010]

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@irg86 wrote:

I've accepted the return, paid for the return label and am waiting for the buyer to ship.

I've also added him to my block list.

Can I still ask ebay to reimburse me for the return shipping cost since it was not my fault for the buyer not reading the description?

Also judging from the buyer's messages, he is probably the type that leaves negative feedback even after receiving a full refund. If he does, would I be able to get it removed?

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You can ask anything but you won't receive a refund for your returns shipping and negative feedback is only removable if it violates an eBay policy.