Return shipping issues.......

[dagor77]

I sold a large and heavy item and it was sold in a 'vintage' section and I fully described in title/pictures and description what was coming in the lot. The buyer can return after 30 days at their expense. The buyer receives the item and asks where the other parts are...parts I never described/photographed or hinted at etc. 

I said the sale is for item A only and they can return the item at their expense, shipping was over $100. The buyer then complains and files an NAD. Bear in mind that he's complaining about an item he 'expected' other parts to come with...NOT described, titled or photographed.

The item is returned and ebay charges me return shipping. I call ebay three times and each time I'm assured that the funds will be returned...they aren't. I was asked to file an appeal in order to have the funds returned to me...the case was closed in the buyers favor . I'm out the $100+ return shipping. Ebay slammed the door in my face.

All I can do is shake my head and wonder why I even bother.

[kenneth686321]

Buyer pays return shipping is ONLY for remorse returns. 

INAD is not a remorse return therefore the seller (you) are responsible for paying return shipping costs regardless of what return policy you have. No exceptions. 

Ebay can't/won't help you. If Ebay has to adjudicate between a buyer claiming an item is INAD and a seller claiming an item is perfectly as described Ebay will side with the buyer 100% of the time.  

Heavy items with expensive shipping costs are best sold elsewhere locally with cash upon pickup. 

[mam98031]

It is unfortunate, but Ebay CSRs were just telling you what they thought you wanted to hear.  Ebay is not going to help you with that returned shipping amount.

OH never ask Ebay to step in on an INAD.  They will always rule for the buyer.  They will force you to process a full refund to the buyer.  Then they will give you a Defect on your Seller Dashboard for not resolving the claim yourself.  And just to add insult to injury, they won't refund your FVFs.

You just need a better grip on the rules.  It has been this way since October of 2018.  Make sure you learn the does and don'ts of the return system before you have another one so that you don't allow this to happen again.

[dagor77]

The item was described perfectly and all parts for the lot were photographed, the buyer bid ASSUMING/EXPECTING other additional parts NOT described or photographed would be added.  Where did I go wrong?

I accept returns for 30 days at the Byers expense. Ebay decided to charge me return shipping and sneakily didn't inform me and just charged my funds. After speaking to multiple different tiered assistants THEY concluded I was in the right and I should expect a refund.....silly me for believing them eh?

[dagor77]

I've been selling on ebay for over 25 years, I have a pretty good idea of how things land. Yes, I'm familiar with how ebay will coddle you on the phone in the beginning and try to fob you off while simultaneously screwing you from behind. Which is why I always ask for a different level of assistance, 'Axel' was a second level guy and the next person was in the escalation department.

I shouldn't be surprised at how ebay acted but its frustrating that I made all the right moves yet still lose the case because a buyer wanted more than what was offered for sale. Ebay reps could have read his E mails and it would be over in ten seconds...but nope.......they gotta keep the delusional buyer happy.

IMO there's really no way to protect yourself on ebay, tell me where I went wrong.  No matter how you list/no matter how well you describe/photograph something the buyer will always be backed by ebay...what I got wrong is that I followed their rules and imagined that they would reward honesty and integrity. 😕

[ha-341995]

Are you still facing this issue?

[fern*wood]

You didn't have to do anything wrong to lose, you just got the wrong buyer.  You got one that knew how ebay works and was willing to be dishonest to save money.  I highly doubt there are many sellers that haven't experienced this at least once.  I know I've had a few.   It's especially frustrating when it's a heavy item.

Ebay has a few limited protections for sellers on faulty returns if you qualify (TRS with a return policy or offering free returns), but in my opinion, calling phone reps is a waste of time.  That only adds to the frustration.  

[kenneth686321]

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@dagor77 wrote:

The item was described perfectly and all parts for the lot were photographed, the buyer bid ASSUMING/EXPECTING other additional parts NOT described or photographed would be added.  Where did I go wrong?

I accept returns for 30 days at the Byers expense. Ebay decided to charge me return shipping and sneakily didn't inform me and just charged my funds. After speaking to multiple different tiered assistants THEY concluded I was in the right and I should expect a refund.....silly me for believing them eh?

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Until someone wins a lawsuit that holds Ebay responsible to whatever decisions/recommendations given by an untrained underpaid foreign CSR working for a subcontractor, you will have to assume that the CSR you are speaking to don't know anything and have no authority to make decisions. 

It's a  he said she said case. You say you described perfectly, buyer say it's INAD. Buyer is always right. Therefore it's INAD and you are charged for a return label. Move on. 

Don't forget to refund the buyer including original shipping once you receive your item back. Ebay will refund to you all FVF and promotion fees (if used). If you don't, Ebay will still refund the buyer from your account keep the FVF and promotion fees and issue you a strike on your account. 

What can you do?

1. Sell elsewhere else. Ebay's not the only game in town. You should know that other platforms will also rule in the buyer's favour in an INAD case like Posh, Mercari, Amazon. Platforms don't have any staff to weigh the buyer's evidence, the seller's evidence and make a fair call. It's part of doing business. 

2. Have a 30 day FREE return policy and accept returns for any reason are part of the cost of doing business. 

3. Keep your 30 day buyer pays return shipping policy and accept that buyer will lie to get a free return 

4. Sue Ebay in court. Won't work but hey at least you feel better right?  

[powell-memorabilia]

The problem is the eBay customer service reps are faced with two choices: tell the buyer what he wants to hear or just hang up. So many sellers refuse to listen, think that berating a csr will help their case, ask her higher ups and higher ups and higher ups, stay on the phone for 30 minutes or an hour, call 20 times, etc.  

[dagor77]

As far as ebay is concerned they've washed their hands of the issue and I'm screwed. 

[dagor77]

I agree 100% with you, the buyers initial E mails through the ebay messaging system should have been enough for ebay to side the case for me but.....well, you know how that goes.

[dagor77]

Yep, I've been looking into Facebook Marketplace and Craig's List as a way to sell larger and more expensive items. I can offer a 10-15% reduction in price as ebay won't be taking a cut. I'll leave the trashy cheap things for ebay.

[dagor77]

I agree that the reps are in a tough spot, they must have PTSD at the end of the day. However when ebay sides with the most blatant of abuse in their marketplace and gives you a rep in another country that is following a script and unable to help you you can feel the frustration rising.

I'm looking into other venues now, cheap junk for ebay and expensive stuff for Facebook/Craig's List. And no, I won't be accepting cashers checks for more than the item is worth 🙂 Pick up in person only in a public place like a police station.

[tobaccocardyahoo]

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@dagor77 wrote:

The item was described perfectly and all parts for the lot were photographed,.

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If an item is listed as Used, it must be fully functional. If the items cannot work without the missing parts it is not as described if you listed it as Used. It can be listed as "for parts" if the category supports it.

Since I do not know what this item is and how you listed it, I can't say whether it is NAD or not.

[rapidreplay]

Research your product before listing it. If there are parts that would normally come or needed with that item you need to include the missing parts manuals instructions our anything else in your listing  as MISSING or NO PARTS > RADIO ONLY > SOLD ONLY AS PICTURED OR SOLD AS PICTURED NO REMOTE!