eBay

jmqflores77 · ‎09-03-2021

I received a Funko Pop that had a slightly deformed box. I sent a message to the seller, asking if I can return and receive a replacement.

The response came from a customer service person. I was told to first destroy the item and its box by writing on them using permanent marker. Then I was told to take pictures to see that both have been destroyed before they send in a replacement. This way I don't need to return the item.

They said if I choose not to destroy the product and keep it, they can give me a 35% refund.

I find this rather odd so I want to confirm if this is standard procedure for returns. I wouldn't want to resort to destroying a product if I'm not getting a replacement. Thank you!

soh.maryl · ‎09-03-2021

It's good to be suspicious of that answer.

If you sent a message to the seller, why would a CS rep reply?

Have you read the Money Back Guarantee?

You have 30 days after receipt to open an item not as described case in the Resolution Center.

fab_finds4u · ‎09-03-2021

That's okay. The seller wants proof it's damaged so you don't end up with another one and then reselling that one. Trash it but don't dispose of it and send them proof. If they don't send a replacement you can file a not as described dispute and return it for a refund. This is just speeding up your refund and saving the seller return shipping.

mtgraves7984 · ‎09-03-2021

I sent a message to the seller, asking if I can return and receive a replacement.

@jmqflores77

The next message the seller receives should be one from eBay, telling the seller of the Return request you've opened.

Don't deface it... open the Return request and return what you received. You'll get a full refund. Good luck.

jmqflores77 · ‎09-03-2021

That's what I thought too at first, then wondered why the response came from a customer service person and not the seller himself/herself.

simba6 · ‎09-03-2021

NO!!! Do not do that. If you file a case on eBay, you might have to return the item and it has to be in the condition it was received.

jmqflores77 · ‎09-04-2021

Is this standard procedure though? I read through e-bay's return policies and I couldn't find anything about destroying products to prevent reselling.

soh.maryl · ‎09-04-2021

Would question the brains of that CS. And are you sure you were talking to an actual CS rep? How would he have gotten involved if no case has been opened.

So let's say you destroy the item in question. Then you try to open an item not as described case. Your case will be denied because you do not have anything to return.

Just open an ITEM NOT AS DESCRIBED CASE and return it when you get the prepaid return label.

And, for heaven's sakes, read the Money Back Guarantee.

autocaredepot · ‎01-26-2023

Just chiming in real quick -- This practice is not at all suspicious.

If you look at the people who reply asking "why would there be a CS rep replying to a seller message" -- all these sellers have fewer than 2500 reviews at the time of writing their response meaning they're most likely small-time sellers (no offense intended).

We have 3 US CS reps and 5 CN CS reps actively responding to messages at all times and handling various cases.

One of the replacement policies we have involves defacing/destroying the item + sending us photo proof that it was properly damaged before we sent a replacement. This is exactly what @fab_finds4u was mentioning -- in that we ask this of customers to do this because for us to pay for return shipping on a no longer resalable item is pointless and had we received it back, we would have disposed of it anyway... except we also lose on shipping costs.

So again, nothing about this interaction is suspicious. 🙂

monster-deals · ‎01-26-2023

@mtgraves7984 wrote:
I sent a message to the seller, asking if I can return and receive a replacement.

@jmqflores77

The next message the seller receives should be one from eBay, telling the seller of the Return request you've opened.
Don't deface it... open the Return request and return what you received. You'll get a full refund. Good luck.

Good way to get reported and get on the sellers BBL

lacemaker3 · ‎01-26-2023

@jmqflores77 wrote:
Is this standard procedure though? I read through e-bay's return policies and I couldn't find anything about destroying products to prevent reselling.

No, it absolutely is not!

eBay does not have any kind of a return policy that requires you to destroy a product to get a refund. There is verbiage that related to counterfeit items ONLY, but I have never heard of that clause being used, because then eBay would have to have it authenticated and failed before it was destroyed ... and they don't do that! Even with the authentication program, if they determine an item is counterfeit, then it is returned to the seller, not destroyed.

@jmqflores77 wrote:
That's what I thought too at first, then wondered why the response came from a customer service person and not the seller himself/herself.

It would not have been an eBay CS representative. An eBay CS rep would not have said that. You were either dealing with the seller, or one of the seller's employees. Possibly, it might have been the seller's "customer service" employee, from what they said. That is what @autocaredepot described, but I don't think he expects his CS employees to impersonate eBay CS.

The return policies that eBay enforces, would give only three options:

The seller can refund your money, without requiring the item to be returned.
The seller can offer you a partial refund, and you keep the item. You do not have to accept this if you don't want to.
You can return the item, with the seller paying for the return shipping, and then you will be refunded in full.

The seller cannot require you to destroy the item to receive a refund. If they want to make sure that you don't resell it, their only option is to have you return it first.

Personally, I would not want to deal with that seller any more, so I would not want a replacement. It's never a good idea to accept a replacement, anyway. You only get one chance at "not as described", so if the replacement is also a problem, you have no recourse left.

reed-sales · ‎01-26-2023

It is not uncommon for a seller to ask this. I have been informed by manufacturers in the past to cut up a bicycle frame or defective part and send them a photo for credit.

As stated by @autocaredepot

"One of the replacement policies we have involves defacing/destroying the item + sending us photo proof that it was properly damaged before we sent a replacement. This is exactly what @fab_finds4u was mentioning -- in that we ask this of customers to do this because for us to pay for return shipping on a no longer resalable item is pointless and had we received it back, we would have disposed of it anyway... except we also lose on shipping costs. "

I would suggest doing as the seller asked and then hold onto the original item until the replacement arrives. If it does not come, open a case for item not as described and send back the (now modified at the seller's request) item for a full refund.

lacemaker3 · ‎01-26-2023

It does not matter what policies other websites have for returns, or what some sellers ask their buyers to do.

Destroying an item in order to "qualify" for a refund is not one of the available return policies on eBay. It just is not.

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests/setting-rules-re...

Sellers can ask (and although the vast majority of my purchases have all gone well, I have run into one or two loony sellers here who made completely illogical demands) but they cannot require this.

Personally, I would never damage, deface or destroy an item in this situation, because then the seller could claim that the buyer is not entitled to a (full) refund because the item was returned damaged. Maybe none of the sellers on this thread would dream of doing something that dishonest, but you have to admit that there are some loony sellers here, and yes, there are some dishonest ones as well.

I might, just might, consider destroying an item (or donating it to charity) AFTER the seller had refunded me in full. Never before. I am perfectly willing to return the item for a full refund. If the seller doesn't want to pay for return shipping, that is their choice, but I'm not going to put myself in a risky position to satisfy an unreasonable demand.

kh-taylarie · ‎01-26-2023

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.