Compensation for Returns

[sheilgazla-0]

Before I tell my story, I'd just like to say, if you feel the need to respond and say, "it's a lose" or anything like that consider that is not really helpful, a little rude, and you time could be spent better elsewhere.

Anyway, my story is that I sent out an item that had no damage on it. Almost immediately the buyer contacted me to say it was damaged. Apparently she was so ready for their to be damage, she saved not only the box I sent it in but also the paper I used to wrap the box. I got the item back and there was clearly new damage and I believe she took the item out of the box and damaged it. It's still saleable and usable so there's that but today I'm trying to figure out if there is a way to get compensated by eBay for this fraud. They did not respond to my response to them about the matter and I'm just curious if anyone's had a similar situation- someone received what they bought and damaged it, claimed damage, got a refund, and returned the item and if so what you did.

I realize working with eBay is really risky, have never had this  happen to me, and sort of knew by the way the buyer was acting before she even paid that something weird was going to happen but want to make sure I've done everything I can do and am not missing anything.

One thing I did learn though is that if you have a shop and your return policy is no returns eBay screws you anyway.

Thanks 

[pjcdn2005]

Apparently she was so ready for their to be damage, she saved not only the box I sent it in but also the paper I used to wrap the box

I always save the box and packaging until I have a chance to look at  the item and know that I am keeping it.  I don't think that in itself is a negative sign.

There is not a lot of seller protection for item not as described returns. eBay has no way of knowing exactly how an item looked when you sent it out or when the buyer received it so they allow a buyer to return an item that they say is not as described.  The seller's no return policy allows them to decline buyer remorse returns (didn't like it, changed mind etc.) but for not as described returns they have to accept the return and pay return shipping or refund without a return.

There are some extra protections if a seller is a TRS and offers at least 30 day returns on that listing. Non TRS sellers have some protection if they offer free returns. (sellers pays return shipping)

An item is returned after it was used or damaged by the buyer

Sellers who offer free returns and who are not Below Standard are eligible for this protection

• You can deduct up to 50% from the refund to recover the lost value of the item
• We will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

If we are asked to step in and help, you will no longer be able to issue a partial refund to the buyer. Learn more about refunding the buyer.

There is more info on the following page. Click on the + sign next to Read more to see all of the information.

https://www.ebay.com/help/policies/selling-policies/seller-protections?id=4345&st=3&pos=1&query=Sell...

[lamber9347]

This platforms offers a money back guarantee to all buyers. Makes no difference what your shop says, policy trumps that. Only sellers who offer 30 day returns are eligible for withholding any portion and your items do not offer returns, so that is not an option for you. Sorry but there is nothing you can do except fully refund before eBay steps in and does it for you- plus charges you an extra $20 for getting involved. Best of luck to you....

[janet9988]

Not sure how you know this was fraud........ The item could have been damaged during shipping.

[kensgiftshop]

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@sheilgazla-0 wrote:

someone received what they bought and damaged it, claimed damage, got a refund, and returned the item and if so what you did.

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Usually toss the item and write it off on my taxes.

[dqdistribution]

I feel like you are making a lot of assumptions with no actual evidence.

I'd just accept the L and write it off on taxes like @kensgiftshop said.

Block the buyer and move on with your life. You can always fight, but with mainly assumption the win by eBay will almost always go to the buyer and you might risk your ability for qualifying for TRS status.

This is the risk of selling on any platform like this. AMZ hurts me the worst with returns after use.

[lakefor94]

"Before I tell my story, I'd just like to say, if you feel the need to respond and say, "it's a lose" or anything like that consider that is not really helpful, a little rude, and you time could be spent better elsewhere."

You do not get to pick and choose who responds or what they respond with. 

You have received solid advice. 

[1786davycrockett]

Hear me out -- 

Over 10 years ago, when I had first selling on eBay, a competitor bought one of my items -- a collectible calendar of reprints of  psychedelic 1960s rock concert posters from the Fillmore West in San Francisco -- lotsa Doors, Jefferson Airplane, Love, Iron Butterfly -- you get the idea.

I shipped it securely and safely.  The competitor received it, removed it from the container -- and folded it entirely in half.  Then he opened up a "NAD" case against me.

I accepted the return, and was startled when I opened the package (which had NOT been shipped back to me securely) to discover the deliberate damage done by the buyer.  Since I was relatively a new seller (like you), I immediately contacted eBay to dispute the NAD case, testifying that I could supply photos demonstrating the condition of the calendar BEFORE I had shipped it, and the condition after the buyer had returned it, clearly showing a deliberate, nearly perfect fold, right down the middle of the calendar.

The customer service reps to whom I spoke were (of course) entirely helpful, and promised that the case would be escalated.  And, very shortly, I received a response from eBay:  my appeal had been denied -- oh, and, since I had fought the original NAD decision, I had also received a defect against my account, which remained on my account for a solid year.

So I'm not sure what encouraging words you are expecting to hear:  only in the very rarest NAD cases do sellers ever win, because nearly every card is stacked against the seller.  

And if you think that I have been (in your words) "rude" by relating my similar experiences -- I beg to differ:  "Rude" would have meant building up your hopes with empty lies and promises, that had no possibility of ever changing eBay policies.  

Don't shoot the messenger -- we didn't make these decisions.

[dqdistribution]

I think everyone has felt they wanted to battle for what they feel is actually right when they are on the newer side. Ultimately you just dig yourself deeper and get that defect.