Item not as described cases disguised as returns.

[johnson_junk_company]

Why are sellers not pitching more of a fit over eBay allowing so much abuse of the money back guarantee policy?! Buyers are opening returns and immediately escalating those returns to INAD cases, getting their money back and keeping the item. All the while sellers are thinking the buyer is returning the item because it doesn't fit, having holds placed on the funds for 30 days and ultimately having less exposures in the search algorithms as well as paying higher fees?!?! We absolutely must band together and take on eBay over this. If we're doing everything we can to offer good  customer service, which most sellers are, and eBay is undermining that.....what's the point of selling here?! 
Don't start with "that's the cost of doing business" because it most certainly isn't  the cost of doing business! Taking back returns are part of doing business. Allowing eBay to threaten your future sales through punishments of having INAD's that we have no control over is absolutely not the part of what any of us signed up for! Sellers should absolutely control the return process for 30 days. After that, eBay's automation can step in. The reality is we need to demand that eBay change the MBG to include a clause that allows sellers to forfeit refunds if items aren't returned or returned in states that don't match the original listings. eBay can even open a return center and have independent operatives compare the returned items to the listings. If what is sent back doesn't match, no refund. Don't want to ship it back? No refund. Claiming its damaged? Ship it back and we'll look at and refund accordingly. This is good customer service. Remember the customer isn't always right! Actually they are rarely right! Customers are right within reason. This Wild West, worse than Walmart, returns/INAD situation must stop. 

[mtgraves7984]

@johnson_junk_company 

Returns are tough, granted. But you're missing a couple of things...

"Buyers are opening returns and immediately escalating those returns to INAD cases, getting their money back and keeping the item."

^^^ Be proactive. There is no reason to let a Return request go to issuing a full refund without a return.

"The reality is we need to demand that eBay change the MBG to include a clause that allows sellers to forfeit refunds if items aren't returned or returned in states that don't match the original listings."

^^^ As TRS who offers 30-Day Returns, you have  the ability to decrease the amount of the buyer's refund if the items returned are in a different/de-valued condition. It's one of the last seller protections left... I'd offer that you use it.

But all that aside, every seller can empathize. Returns are a bummer. Hang in there...

[lakefor94]

If your buyers are obtaining refunds and also keeping the products, a close review of return policies is needed.

An eBay return center for seller's junk is an absurd idea.

https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115

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

[ibuyoldstuf]

I'm certain This post will draw all sorts of Reactions, Responses / Comments from every Type of of eBay Seller both Large and Small!  Keep in mind they/we are basing "Our Opinions" on our own product and personal business model when reading the "helpful" comments that are certain to come..

   That stated, I will hijack your post to once again advocate for the return equal FB (feedback) for both Sellers & Buyers.. 

All The Best

[lakefor94]

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@ibuyoldstuf wrote:

I'm certain This post will draw all sorts of Reactions, Responses / Comments from every Type of of eBay Seller both Large and Small!  Keep in mind they/we are basing "Our Opinions" on our own product and personal business model when reading the "helpful" comments that are certain to come..

   That stated, I will hijack your post to once again advocate for the return equal FB (feedback) for both Sellers & Buyers.. 

All The Best

---

Equal feedback sounds fair. The problem with it is that eBay is trying to attract and keep buyers. Sellers are expendable and a nickel per dozen. 

EBay offers volume pricing on sellers.

[soh.maryl]

Exactly how does a buyer get a refund and is able to keep the item? The only way I can think of if the buyer opens that NAD case and the seller fails to respond in a timely fashion.

So there's another way that could happen?  

[ibuyoldstuf]

Apparently So! 

As well as making it Harder for them to even begin selling,,  no matter the longevity of the member...

Noted!

[soh.maryl]

My reaction is that I still want to know exactly how a buyer could be refunded without having returned the item, unless the seller agreed to that.

[stainlessenginecovers]

Customers are NOT escalating immediately.  

You must be doing it wrong. 

Are you seeing when a return has been started by a buyer on the same day the buyer is starting the return?

[slab.house]

Does the (item not as described) option just go through even if the buyer does not have a valid reason? Does the buyer even have to put a reason at all??

[albertabrightalberta]

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@slab.house wrote:

Does the (item not as described) option just go through even if the buyer does not have a valid reason? Does the buyer even have to put a reason at all??

---

Yes, it goes through. 

Buyer can add more information to the claim but doesn't have to. 

[theteamsetguy]

I don’t have the problem of buyers opening up INAD returns disguised as buyer remorse returns because I offer free returns for any reason. I include a note on packing slips letting them know if they want to return for whatever reason they can do so for no charge. This eliminates the need for the buyers to lie so they don’t have to pay for the returns.

I don’t refund until I get the item back. I have set it up where all returns are automatically approved so the buyer can print a return mailing label. 

I want my buyers to be happy so they come back. To me returns are a cost of doing business and I budget for them like all other costs. 

Currently, almost 1/3 of my buyers are repeats. 

[latx817]

What about the buyers that open a INR because they claim you sent a diffrent item (accidentally) of course you ask the buyer what item did you recieve and you get no reply back, case still open. You contact eBay explain so they know the little details to make sure your service and steps you took are in line with eBays rules regulation and eBay awards the case to the buyer because ............. insert any millions of actions that make this happen... As a seller Im out alot of money and time for these "special teams" to make these awful decisions. 

Appeal???? Yes of course next step in line, but eBay should help the buyer out because all these steps you make us do just adds more time WE STILL ARE OUT THE MONEY THAT IS RIGHTFULLY OURS

[varebelrose]

"Buyers are opening returns and immediately escalating those returns to INAD cases"

Maybe I am mistaken, but I do not think the buyer can "open a return" and later escalate, they open a case, period, for INAD or INR or even a remorse issue, but the reason is part of the initial return case request, not an escalation. I'm sure I will be corrected if wrong.

[varebelrose]

"What about the buyers that open a INR because they claim you sent a diffrent item"

Well that would be a super easy resolution, just input the tracking that shows delivery to the INR case, problem solved in your favor.