Customer Return

[infinity_department_store]

Hello, Need an advise regarding an situation, If a customer claims that a part of an item has not been received, how can we confirm the customer is telling the truth. It is the possible that the customer is trying to get the seller send another item for free right. Please advise

[kensgiftshop · Accepted solution]

@infinity_department_store 

You can't.

If the buyer claims some of the parts are missing and files an INAD, you have to pay to ship the item back and give the buyer a full refund or just refund the buyer and let them keep the item.

[rebell45]

When you are having a third party supply and ship your products, you will always have these kinds of problems. All you can do is accept the return, pay for return shipping and refund when you get it. Then you'll need to deal with your supplier. And, yes, sometimes the manufacturer will leave something out of the package.

[monster-deals]

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@infinity_department_store wrote:

how can we confirm the customer is telling the truth. 

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You don't.

Even if you have irrefutable proof it doesn't matter if the buyer files a NAD

[infinity_department_store]

Noted. Thank you very much

[friskya]

You can't. As far as eBay is concerned, it's the "poor, innocent, deceived buyers good word" against that "lying, thieving, dishonest sellers" falsehoods. 

The eBay rules:

1. The buyer is NEVER wrong.

2. The seller is NEVER right.

3. If the buyer is ever wrong, refer back to rule 1.

4. If the seller is ever right, refer back to rule 2.

[elpbeautysupply]

Yes, that is a common scam on eBay . You should start taking photos of every order you ship along with the photo of the shipping label that you paid for .  You will have 2  things to  prove to eBay the photo and  the actual weight of the items you paid for confirmed by the USPS , or FedEx  etc..  when you handed it to them .   For example if you shipped 4 items 1 lb each totaling 4 lb and they claim  you only shipped 1 ,  1 lb you can call their bluff  by producing the weigh confirmation from FedEx from the label and receipt ,  and photo evidence of what you sent .  And dont forget to block the **bleep** , and report them to eBay so they can put them on **bleep** watch list for any other fraudulent  related activities , or attempts with other sellers who should have also report them . It helps if you're a Trusted Top Rated Seller reporting scumbags  🙂

[fab_finds4u]

There's no way you can fight a return.. Taking photos of item and label is useless as that's not proof of anything. A seller can ship a box of rocks that weigh the same as the item. 

eBay doesn't care if the buyer is lying or not. Once they open a case and say what they received doesn't match the description a seller has two choices. They can refund and let the buyer keep the item or they can accept a return and  provide a return label and refund when it's returned.  And it doesn't matter what the buyer returns.  When the tracking shows a package was returned they get a refund.

[elpbeautysupply]

If you are  a Trusted Top Rated Sellers  taking part of the  30 days Return Guarantee and accept free returns, you have another layer of seller protection  . Taking photos of the package they returned to you and deducting upto 50%  of original cost  while reporting them for return policy abuse . If they ship back the used merchandise you can break even  by selling it as refurbished , or used . If you have a Trusted Top Rated track record ebay  will work you,  but if you dont ,  you're on your own. In most of those cases they will  placate the buyer to avoid a chargeback.

[elpbeautysupply]

Subject: Urgent: eBay Scam Alert - Request for Investigation

Dear eBay Sellers and Customer Service,

I am writing to address a pressing issue that concerns eBay sellers and the integrity of our platform. It revolves around a potential eBay scam that demands immediate attention. In this message, I want to share not only the problem but also a proactive solution that sellers can employ to protect themselves.

The Problem: Some buyers are exploiting the system to create unauthorized discounts through deceptive claims. These individuals, often high-volume buyers, employ this strategy to fly under the radar and unfairly benefit from their actions. One common scenario involves a buyer placing multiple orders and then claiming to have received fewer items than were actually shipped, alleging a shortage. The underlying motive appears to be an attempt to engineer their own discount at the expense of sellers. This concerning behavior extends beyond individual transactions and warrants scrutiny.

Bend Over or Take Action: In the face of this issue, sellers have two choices: They can either bend over and take it or take proactive measures to protect themselves.

An Example That Works: Let me illustrate this with an example that I recently encountered:

I had a buyer who followed this fraudulent pattern. They initiated their claim from a different country even before physically receiving the order. This raised suspicions about whether the buyer or the logistics company erroneously reported a shortfall. The timing strongly suggested potential involvement of the buyer's email or username in this suspicious activity.

Taking Proactive Measures: Here's what you can do as sellers to protect yourselves:

1. Document Every Shipment: Prior to shipping any item, take a photograph of the product alongside the shipping label. Ensure that the time and location are visible in the photo.

2. Provide Detailed Responses: When faced with a fraudulent claim, respond with comprehensive evidence. In my case, I shared a detailed response showcasing the shipping label and all items sent, leaving no room for ambiguity.

3. Request eBay's Involvement: If you encounter such fraudulent activity, report it to eBay Customer Service and request a thorough investigation. Preserving the integrity of eBay's marketplace is essential, and eBay should play an active role in deterring and preventing such scams.

Conclusion: By documenting your shipments and responding with compelling evidence when faced with a fraudulent claim, you can protect your interests and the integrity of eBay's platform. It's crucial that we remain vigilant and proactive in addressing such issues. Let's work together to ensure a fair and secure selling environment for all.

Best regards, John

[kh-ornesh]

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.