Is buyer responsible to send back item after case closed?

[gingerika39]

Hello. I am a small time seller and recently sold an item of $300. Buyer received it, said it didn't match with her wardrobe and asked for a refund over messaging.  Since it wasn't due to item defect or not matching description, I informed her that I do not accept refund, so she decided to open a case and use the "Item does not match description" reason. Being a small time seller, I thought this was lying and raised a case. The case closed in favor of the buyer. 

Can I still send the buyer a shipping label and have her ship back the item? What if she doesn't ship it back or the item came back defective? Do I have grounds here if I appeal the case? I am quite appalled how eBay sided with buyers even though it's blatant that they are dishonest.

[chevymontecarlo88]

That is the issue with INAD cases. Search this forum for INAD returns. I am surprised you were not charged $20 for losing the case. Sorry for your loss.

[monster-deals]

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@gingerika39 wrote:

Do I have grounds here if I appeal the case?

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You shot yourself in the foot by letting ebay step in.

You will never see your item or your money again.

...unless your buyer does so out of the goodness of their heart...but I would not expect someone willing to cheat the system in order to get a refund to be doing you a favor.

[tobaccocardyahoo]

Once a refund has been made, the buyer need not return anything to you.

You may have thought you were justified in refusing the return, but SNAD takes precedence and you paid for thinking you were in the right. Expensive lesson.

You also lost the Ebay fee rebate this way. But had the buyer opened a credit card chargeback dispute it would have cost you an extra $20 when you lost.

[house*of*paws]

Hi @gingerika39 

When eBay refunded the buyer, they told the buyer that they did NOT have to return the item.  Your only hope for receiving the item back is if you can convince the buyer to do otherwise.  [Once you brought eBay into the claim where the buyer said an item was 'not as described' ... you doomed yourself into losing the case automatically.]

The buyer told you the item didn't match her wardrobe ... and told eBay that it didn't match description or photos.  [Perhaps the 'blue' (or tan) of the item photographed differently than when seen in person, so the buyer technically may not have lied.]  

[gingerika39]

Expensive lesson for sure. Does that mean I am also responsible to pay for eBay's fee? eBay is now saying I owe them money because the amount on hold is not enough to cover the the refund.... 

This is very unfair for sellers when buyers lied.

[monster-deals]

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@gingerika39 wrote:

This is very unfair for sellers when buyers lied.

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Just be glad this is your only one. We get multiple faulty returns every month.

If you had refunded willingly you would have had your fees returned. 

They are ebay's now. There is no appeal for that.

[kensgiftshop]

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@gingerika39 wrote:

Expensive lesson for sure. Does that mean I am also responsible to pay for eBay's fee? eBay is now saying I owe them money because the amount on hold is not enough to cover the the refund.... 

This is very unfair for sellers when buyers lied.

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Yes, when Ebay gets involved, they keep their fee's.

When a buyer files an INAD, even if they lie, accept the return and provide a shipping label.

[stainlessenginecovers]

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@chevymontecarlo88 wrote:

That is the issue with INAD cases. Search this forum for INAD returns. I am surprised you were not charged $20 for losing the case. Sorry for your loss

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 @chevymontecarlo88  the $20 is only a 'pass through to the seller' fee that ebay is getting charged ONLY when a CHARGE BACK is performed (by the buyers Credit Card/Bank)....and NO seller is charged ANY $$ by ebay for a 'case' (INAD or not)...although seller will NOT get Final Value Fees credited if they 'fight' a return and force a 'case' where ebay has to 'pay the buyer'. 

[mtgraves7984]

Buyer received it, said it didn't match with her wardrobe and asked for a refund over messaging.

@gingerika39 

For future reference, if the buyer had opened a Return (and used the honest remorse reason listed above), you could have waited until the item was back to you to refund the buyer. As a matter of fact, you could have withheld the original s&h cost, too. In short... your 'No Returns' policy does not mean no refunds.

Even if the buyer had used the (dishonest) 'Not as described' reason, you could have approved it and waited to refund in full after the key case was back to you. Once you handle it without eBay interfering, your FVFs would have been reversed.

I've found that if an item sells once, it will again. Next time, you might consider asking such a buyer to open a remorse Return. Then, when your item is back... refund, reprice and relist for the right buyer.

Go forward with eyes wide open. Know that managing your business without eBay's help is always best. Good luck.