Challenge a Return - Buyer Remorse

[lancerevo5]

I sold a tire pressure monitoring system. It is the cheapest system you can buy, with 4 sensors screwed to tire valves, and an a phone app you must be sure is launched before driving.  To view pressures, you must flip over to the app and take a look. It does not send automatic alerts.  Thats his problem, for not understanding. I explaines the difference how $200+ systems work, and that this app doesn't run in the background constantly.

BUT it will display pressures any time you simply change to the app on your phone and look.  This is FAR more convenient than stopping and manually checking each tire.

He doesn't get this. He's also not using it on a car, but a bicycle. This, and all my help, are documented in Ebay Communications.  He is simply unhappy this $40 system doesn't  provide a function of a $200+ system, so he's returning, claiming it's broken/defective.

I do accept returns. And while some articles on the Internet say "buyers remorse is covered", the actual listing, and where Ebay links to guidelines, states qualifying reasons, and buyers remorse isn't documented anywhere.

I have NEVER come to the Community to complain and ask.  So please do not disrespect me.  I'm a 54 year old man, and would sooner throw items in the garbage vs. selling them.

[lacemaker3]

Hi @lancerevo5 , welcome to the community.

If you accept returns, then eBay's policy is that you have to accept them for any reason. If the buyer changes their mind, then you can only reject a return request if the listing says that you don't accept returns at all. You can't put any restrictions or allow only some reasons ... well, you can, but eBay won't enforce them. However, I looked at your listing, and it doesn't mention any restrictions on returns, just within 14 days.

That is explained here, in the policy (written from the buyer's viewpoint):

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041

In addition to that, eBay uses the reason that the buyer selected for the return, and decides based on that, regardless of what the buyer may say in messages, or what the seller says. So if the buyer opened a Not as Described case, then they are entitled to a refund. If you want to get the item back first, then you need to accept the return, and pay for the return shipping.

Sorry I don't have better news.

[fab_finds4u]

I do accept returns. And while some articles on the internet say " buyers remorse is covered," the actual listing, and  where Ebay links to guidelines, states qualifying reasons, and buyers remorse isn't documented anywhere.

Don't  go by what you find on the internet.

You have a returns accepted policy.

eBay states that if your policy is returns accepted a buyer can return an item for any reason. Who pays for return shipping is determined by your return policy (some sellers offer free returns) and the reason for the return. If the buyer claims it's not as described the seller will be responsible for return shipping.

You need to tell the buyer to return it for a refund. 

[lancerevo5]

Thanks, for at minimum being respectful.  Over the years I've searched on topics only to find power seller's advising frustrated little guys they're idiots.

I just wish Ebay remained the easy, wonderful place it once was.  Their listing tool used to be so easy, and fast, that I trained my (at the time) 68 year old dad, who couldn't type, how to sell his diecast cars and model trains.  And he never called me with "what do I do, a buyer is being a problem."

Amazon did in Ebay. Amazon's rise directly mirrors Ebay's decline. People gripe at me for not shipping the next day, when I have 3 day handling. I'm selling a handful of collectible rock band shirts, field tons of questions, and get passive-aggressive remarks about "if it really is a" suggesting I'm a fraud.

There is  huge difference between a volume seller and small seller...and the items one sells.  A couple YouTube videos I came across revealed shortly into their videos that they're high volume clothing sellers, with miniscule % returns, an 99% are size.  I'd kill for such simplicity.

When people buy things that must function in some specific way, or be in a particular condition and they're idea of 8/10 doesn't match yours, or they don't know how to operate or install...it's a nightmare.

Last thing, though. If having a return accepted policy means anything goes, why isn't this posted in bold letters everywhere, including the listing? Ebay pressured me into accepting returns a few years ago, saying it's worth it. Not when I have to spend hours helping people only to have them claim its defective, or worry an item won't be accepted so they damage it.  Of course, not even photos help.  Photos can't prove functionality...or that it worked when it went in the box.  With electronics, people snap transistors or cut connections inside.  Can't do that with socks or swim trunks.

Anyway...Just a frustrated guy complaining.  I really appreciate all help and advice.  Have a safe and peaceful holiday and 2023.

-Tom 🇺🇦 

[ms.rodriguez*]

Unfortunately, you can't do anything against stupid.   Some buyers are stupid. No matter how you many photos you list or how much description you write or how many questions you answer, some don't get it.  Some will lie.  Your buyer was either dumb or thought that he could make it work.  No choice if he lied but to accept the return.  BLOCK this buyer.     If you can relist again as new, charge a bit higher. If  you can relist as used, do so and try to recover your loss in $$ in the form of slightly higher prices on your other items.  No choice.  Remember, when a store has a loss because a buyer lied or took out parts or ate half of the product, the store refunds and eventually raises prices to recover ALL loses.

Don't let this one buyer upset you.  You have a lot of feedback so that means many, many happy buyers. 

The good thing about this transaction is that it's a loss. So remember,the refund is a DEDUCTION on your  expenses/deductions column when you do your taxes.   Finally, do NOT forget to block this buyer.

[house*of*paws]

Hi @lancerevo5 

When you have a 14-day return policy, that means you accept returns for any reason … with buyer paying return shipping IF they choose a ‘buyer’s remorse’ reason.

If you have a no-return policy … you still must accept returns if the buyer claims the item is ‘not as described’ in any way.  You are allowed to refuse a return only if the buyer admits to having a buyer’s remorse reason.

I’m afraid you’re stuck with having to accept this return AND pay return shipping (if you want the item back before refunding) since buyer claims item is defective.  eBay doesn’t require buyers to offer proof of defect and won’t bother to interpret messages.

[I don’t understand your statement about the buyer using the device on their bike, since you specifically mentioned in the description that you used it on bikes.]

Happy Holidays!  😊

[johnson_junk_company · Accepted solution]

There is a problem with giving customers the return option of "doesn't work" because that implies it's broken or defective when, like in your case, the item doesn't work for them. That doesn't mean it doesn't work and yes there are tons of buyers who suffer from "user error" syndrome! Clarification on the options given for returns should be made so that user error issues aren't used to punish sellers. In your case if you can't get the customer to understand how to use it, encourage them to return it using the "changed my mind" reason. I have a friend who is also a seller and she had a customer who couldn't understand how to use a battery operated blood pressure monitor! There was a language barrier apparently and the item got returned marked "defective" and it most definitely wasn't. It's just another area that eBay's needs improvement in. 

[femmefan1946]

Not when I have to spend hours helping people only to have them claim its defective, or worry an item won't be accepted so they damage it.

Your acceptance of Returns is one reason your customers don't damage the item. Seriously.  Some nitwits will decide they don't like the colour (Buyer Remorse)and cut a hole in the sweater (Not As Described) to get free return shipping.

Doesn't happen often, but more often if the seller is recalcitrant or his Terms of Sales are unfriendly.

KISS

Keep It Professional.

When the returned item is just as described, it can be resold, even if at a loss. Better a nickel than no nickel.

Off topic.

I'm trying to imagine testing tire pressure, on a phone app,while riding a bike. Doesn't sound particularly easy or safe to me.

[lancerevo5]

I pointed out bike use because 99.9999% of cyclists do not use pressure sensors on a bicycle.  AND he admitted it was his intended use & reason for purchase. I said I did it because I'm "nerdy about techy stuff."

BUT when he submits for a return, he states the functionality it is lacking is "DANGEROUS."

That is laughable, given little children to the elite pros do not use such systems.

It was embellishment. On top of dishonesty. Because despite numerous exchanges, he clearly hasn't a clue about how these systems work.  Even after I broke down 4 different systems, and that at $40, this is the lowest of the low end.

I know what I'm talking about. I have 20 years experience with TPMS and program Autel systems.  He couldn't have had a better, more communicative seller.

[lancerevo5]

Something to help anyone get me is that whatever I personally think of the world around me, I see a population teeming with people who think the world is against them.  From paying taxes to believing they screwed up and are out $40 on an Ebay purchase.  

Further, let's face it, even moderate sellers like me will know more of the ins and outs than a transient buyer window shopping and clicking Buy It Now.  So like my guy, who realizes he doesn't know how to make four little sensors talk to his phone, he has two options.  Just break a few solder points in the transmitters and claim they don't work...or submit a return request claiming it doesn't work and is therefore "dangerous."  I can't be certain, but I believe the latter type of Buyers do just a bit of clicking on Ebay and quickly find out you can get your money back so long as you do not choose "changed mind".

When I made my first return on Amazon years ago and the "why" options came up, I was personally fearing that it was like an SAT test and I had to pick the one right choice to ensure a return, because there's no way I could click "Back" and make another choice.  So what did I do?  I chose "defective".  It wasn't.  I just noted "Works intermittently."  Got my refund.  Since realized anything goes on Amazon, too, within the bounds of basic common sense.  But at the end of the day, I'm lowly Tom from Wisconsin...not Jeff freaking Bezos.

Thanks!😊

[lancerevo5]

After I was home this afternoon and had access to a laptop, not voice to text on my phone, I did some clicking with a clear head.  I've been sick and had nap and feel better.

It's one thing to field a question like my original post, look up guidelines and send links.  However, I decided to test out how it works for a Buyer perusing items, when they come across an item showing "Seller does not accept returns.  Click for details".   In some ways, it's actually sorta funny...

Click this, and there's no details...just links to "return policy" and "money back guarantee".  The "return policy" explains how/when the Buyer will get their refund.  (Cat is already out of the bag right here.)  "Money back guarantee" is useless...it makes it sound like there's situations where a refund is due, and advises reading the entire return policy...but there's no link or directions on finding it...because it's irrelevant.  And this is clear when you see links for buyers (return an item for a refund) and sellers (how to handle a return request).  When you click these, as a Buyer, I now know that Ebay is weird for allowing Sellers to say there is no return policy, when all the information before me now explains how returning/getting a refund works.  The only little "trap" is making sure to never say you changed your mind.  Nah...because Ebay has incentivized lying...and if you've got this far, you now know Ebay is no different than Amazon.

And given the fact Ebay loves Buyers and seems to barely tolerate Sellers, wanting Buyers to believe Ebay is just as customer friendly as Amazon is fantastic.  Best of all, unlike Amazon, who absorbs the costs of ultra-pro customer oriented they are, Ebay Sellers cover the costs, expenses, losses, frustrations, time, energy.  It's really quite an awful little place.  But when you have boxes and boxes full of stuff, and a stockpile of bicycles and parts filling your basement that need liquidating, what else is there?

I got a Mercari account and listed an item Ebay foolishly began banning (a car accessory).  Mercari doesn't allow references to "Ebay"...sorta funny...I mentioned being a veteran of "that other big place" and that my seller name is identical.  I will dip into Poshmark and may open an Etsy store.  It really all comes down to the items.  Mercari - so far - feels good.  I have yet to read through their return policies 😅

[ibuyoldstuf]

Sound level headed advice!  Thanks..

Makes me want to get back to my Nor Cal meditative roots! or Back on VA meds lol! 

Merry Christmas!