Unfair return reason

[pickythrifterstore]

A customer purchased a pair of sneakers that were delivered about two weeks ago. Today, I received a return request with the reason marked as “doesn't match description or photos”. The buyer claims the shoes began falling apart after being worn. They also provided a photo showing some damage.

However, based on the image, it looks like the shoe was scraped against a surface—possibly a wall or rough edge. The sneakers are made of a mesh-thread material, which can easily tear if caught on something. This does not appear to be a defect but rather damage caused during use.

I take great care with my listings and ensure all items are accurately represented. The shoes were in excellent condition when photographed and shipped, and the original photos clearly show no damage.

I’m more than willing to accept the return and issue a full refund—my main concern is the return reason. If I accept it under “doesn't match description or photos” it will negatively impact my return metrics, which I work hard to maintain.

I know that eBay typically sides with the buyer in return cases, and I don’t want to initiate a dispute. I’m happy to do right by the customer, but I also want to protect my seller standing. What are my options for accepting the return and issuing the refund without having this count against my return metrics?

[kensgiftshop]

Your options are to accept the return and pay return shipping or refund and let them keep shoes.

[klhmdg]

It doesnt matter what reason the buyer uses.

The buyer has 30 days from delivery to request a return.

Per the MBG all a buyer has to say is NAD and then your choices are -

1) Accept the return and send a shipping label to return the item. You will refund when you have the item.

2) Refund in full - no return of item.

eBay will not get into proof or he said she said or that the buyer did the damage.

[albertabrightalberta]

@pickythrifterstore 

When a buyer chooses a "not as described" return request, you have to accept the return and pay return shipping or your other option is to issue a refund and let the buyer keep the item. 

Any other "solution" to choose, i.e., letting ebay resolve or ignoring the request will result in the buyer getting a full refund (from your funds) plus YOU getting a defect for not resolving the claim and forcing ebay to step in.

[mooncat_watches]

By your own admission, the shoes are, in fact, fragile... "which can easily tear if caught on something".

Given this statement it is not unlikely that after 2 weeks of wear, they did, in fact begin to fall apart as the buyer claims. Had this happened after the 30 day window, it would be a different story.

Personally I would just refund the buyer and let them keep the shoes. Why pay for the return of shoes that are both non resalable nor fit for personal use. 

[12345jamesstamps]

Accept the return and issue a full refund...unless the shipping return cost  is gonna eat the value of the return.

If shipping cost is high...might just do a refund.

And maybe get a nice feedback vs. a not so nice feedback.

Buyer sent a photo so buyer kinda knows how returns work...a buyer doesn't have to send you a photo.

So this would probably not work out the way you wished unfortunately.

And emails back and forth might make the buyer rather angry.

And block the buyer after all this is over.

[pickythrifterstore]

You make a valid point, but if I issue a full refund without requesting the return, do I lose the ability to report the buyer? I honestly don’t mind covering the return shipping—I just want to ensure I have the option to flag the issue if necessary.

[12345jamesstamps]

'report the buyer'...with artificial intelligence now doing so is a waste of time.

I have never done that...waste of my time.

[kensgiftshop]

---

@pickythrifterstore wrote:

You make a valid point, but if I issue a full refund without requesting the return, do I lose the ability to report the buyer? I honestly don’t mind covering the return shipping—I just want to ensure I have the option to flag the issue if necessary.

---

What would you report the buyer for?

[wastingtime101]

---

@pickythrifterstore wrote:

I’m more than willing to accept the return and issue a full refund—my main concern is the return reason. If I accept it under “doesn't match description or photos” it will negatively impact my return metrics, which I work hard to maintain.

I know that eBay typically sides with the buyer in return cases, and I don’t want to initiate a dispute. I’m happy to do right by the customer, but I also want to protect my seller standing. What are my options for accepting the return and issuing the refund without having this count against my return metrics?

---

The damage is done as soon as the return is filed.

Whether the buyer returns or whether you refund without requiring a return, you can report the buyer for abusing the returns process and filing a false claim.

In my experience it generally helps to have the item returned so you can take your own photos and have a better shot at eBay agreeing the behavior was abusive, but obviously I can't see the details of your situation or your buyer's photos. Maybe what you have is enough on its own. 🤷

[pickythrifterstore]

Thank you for your feedback. This is what I will do. 

[albertabrightalberta]

In the OP's defense, I'll say this: 

@pickythrifterstore has free returns so I think the concern is the hit to metrics rather than the return itself. 

I can understand that if a buyer gets a damaged item or thinks it's defective, they don't necessarily check to see the seller's return policy. They just open a claim based on that it's NAD. 

Or perhaps the buyer was aware of the return policy but was afraid if they just returned it (without the NAD claim) that the seller would deduct 50% for the damage, something that would be allowed with the free return policy. 

[stuff4divas]

@pickythrifterstore  also, u can deduct up to 50% of the purchase price if the item returned is not the same as sent, this if u offer free returns

First, report the buyer

An item that is returned after it was used or damaged by the buyer

Sellers who offer free returns and who are not Below Standard are eligible for this protection

* You can deduct up to 50% from the refund to recover the lost value of the item
* eBay will take care of any issues directly with the buyer for you, including removing any negative and neutral feedback, defects, and open cases in service metrics

How to issue a partial refund when the item is returned in a different condition

To issue a partial refund:

* Go to your Returns dashboard.
* Select View return details beside the item.
* Decide What to Refund.
* Select the percent you want to deduct from the refund amount.
* Add a message to the buyer explaining why the refund wasn't full.
* Select Send.