Very frustrating Item not as described case (INAD)

[ktucom]

Hello everyone.   I promise to be brief.  I sold a bathroom fixture.   Buyer received it and within a day opened an INAD case against me.    Buyer said item was missing a rubber washer.  Buyer included a picture with the washer clearly visible attached to the item.   I pointed this out to the buyer.   The buyer then attempted to change the subject and said the fixture had finger smudges on it.   It did not have the smudges when I shipped it, they must of been added when buyer handled the fixture.   

In any case,  I chatted with an ebay specialist and had them look at the buyers pictures and my pictures and the buyer's message where the buyer lied about the missing washer.   And to my surprise, the ebay specialist said I still must accept the return.  What the heck!??   I really want to not accept this return on principle alone.   There should be a rule if the buyer is caught in a lie, the claim should be denied.   The ebay specialist said to accept the return and there is a possibility that I might be eligible to have the return ship fee refunded and possible the amount of the bathroom fixture.   Do you think ebay specialist was correct?  Has this happened to you?  Your thought are appreciated.   Thanks in advance.    

[monster-deals]

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@ktucom wrote:

 Do you think ebay specialist was correct?  Has this happened to you?  Your thought are appreciated.   Thanks in advance.    

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The CSR is 100% correct in what they told you.

...and you are right...you shouldn't have to deal with the return because the buyer lied.

You still get to eat it anyway.

Welcome to ebay.

If you don't take the return and refund the buyer it only gets worse.

[stuff4divas]

@ktucom 

If you want the item back, you need to approve the return, otherwise eBay will refund them and back charge you plus let them keep the item.

Just accept that there are deceitful people in all walks of life and maybe you won't be as bothered when you come across a few amongst the many good.

[soh.maryl]

You believe that the CSR was correct in what he told the OP, that he might get refunded the shipping and even possibly the cost of the item? The CSR told the SELLER, not the buyer, that he, the SELLER, might be able to be refunded the shipping cost as well as the item price.  How could that be correct? 

[candd205]

I would accept the return if I were you, for reasons mentioned by others. Don't count on getting refunded anything.

[1tuna]

thats the way it goes.  the buyer wants a return and was granted one

its called return abuse and its an every day event

the specialist did exactly what they are trained to do

they told you to comply with the return

all sellers want to think they are special..I am no different

the problem  is the buyers needs are more special than yours are

its been that way for a while

it has nothing at all to do with washers or fingerprints

@ktucom 

[titipeo]

Exactly! We all know that CS reps have been known to say whatever is needed to move the person. Regardless, OP needs to accept return, submit prepaid return label, and refund after receipt. Only then, he will have a chance to see if eBay's CS words hold. 

No action from OP, means buyer gets refund and keeps item. Also, keep in mind that your pictures mean nothing to eBay as you have no proof that item in picture is same as item sent, nor if package was tampered while in transit. At this point, buyer is claiming that item has finger smudges, and he wants refund. eBay will side with him. 

[ktucom]

What's frustrating is that the ebay specialist acknowledged the buyer lied in the INAD.    Briefly for a quick second, I thought the ebay specialist would close the case based on this information alone.   When I heard the specialist say "But I am unable to do anything at the moment until you accept the return."  I felt I got punched in the gut.  I am not  power seller by any stretch.  I sell a few things to make ends meet here at home.   I have already spent the proceeds for this sale.    It's frustrating to know there are no defenses in place from preventing buyers from filling false INAD cases.    

[buyselljack2016]

Time was , after refunding,  a seller could claim the buyer made a "false return", and eBay would refund up to $6 (I think that was the amount) of return shipping label cost. Also believe that that was also dependent on the seller ranking.

I reported a buyer for a false return, expecting nothing, and one day the cost of the return label appeared in my account.

CSR told you "possibly", as a warm fuzzy.  Possibly is a friend on "slim", and a relative of "none", and they have all left the building.

[stuff4divas]

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@ktucom wrote:

What's frustrating is that the ebay specialist acknowledged the buyer lied in the INAD.    Briefly for a quick second, I thought the ebay specialist would close the case based on this information alone.   When I heard the specialist say "But I am unable to do anything at the moment until you accept the return."  I felt I got punched in the gut.  I am not  power seller by any stretch.  I sell a few things to make ends meet here at home.   I have already spent the proceeds for this sale.    It's frustrating to know there are no defenses in place from preventing buyers from filling false INAD cases.    

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Unfortunately we can't always rely on what a CS says. Many just say what we want to hear just to appease us or bc they truly don't know the proper answer. 

What has worked best for me is qualifying for the reduction on returns if the item is sent back differently and to always accept the return AFTER reporting the buyer abuse, if applicable, then reporting them again, if applicable, once the return is received differently while the partial refund is given.

Now that you know how refunds work, best to not rely on that $$ until AFTER 30 to 180 days.

Good Luck on your future sales 🙂

[monster-deals]

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@soh.maryl wrote:

You believe that the CSR was correct in what he told the OP, that he might get refunded the shipping and even possibly the cost of the item? The CSR told the SELLER, not the buyer, that he, the SELLER, might be able to be refunded the shipping cost as well as the item price.  How could that be correct? 

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Because it is true.

I get one out of every 3 or 4 faulty returns.

[ktucom]

Hi again.  Thanks for all the replies and helpful advice.   I would like to provide an update.    It just got strange.    I  agreed to accept the return in the buyer's INAD case.    I mentioned to the buyer I reluctanly agreed to send the label and also let him know he was abusing the system.   I also let him know if the item arrived damaged or not the same item I sent him, I would report it to ebay immediately.    What happened next was just weird.   The buyer proceeded to file a payment dispute through Paypal.   This payment dispute automatically closed the INAD case with eBay.   I thought to myself what the hell is going on with this guy.  In the new ebay payment dispute reason,   the buyer stated " item not received". 

I reached out to an ebay specialist via chat and I was told not worry that I was covered by the seller protection policy.   That the buyer's payment dispute with Paypal automatically closed the INAD case.  I asked the ebay specialist " so I'm good now right" and he said yes no more funds holds on my account.  Well this morning I received another message that the payment dispute was closed BUT then reopened again.   The buyer revised his reason to  it is now "item missing parts".      I reached out to ebay and said what the heck, i thought this matter was resolved already.   Why is this scam artist allowed to file claim after claim and then revised the claims.   I decided to call Paypal but they would not help unless I had a paypal transaction ID # which I don't have because buyer paid for the item using eBay Payments with his Paypal account.   

So I am back to square one.   My ebay account once again has a funds hold for the item.   Not sure what lies ahead now.   Ebay's response pretty much is "I'm sorry this I'm sorry that, we have to let the buyer and case proceed.  We understand how you feel, we are on your side, but we can't do anything.  etc etc.     

I have to reply to the payment dispute case.  Is anyone here familiar with these payment dispute cases. If so please let me know.  I would greatly appreciate it.    Thanks in advance.   

[downunder-61]

Accept return, refund once you receive the item back. I would then appeal to eBay using the buyer message showing the blatant lie, and they may give you a courtesy refund.

Then report the byer for MBG abuse.

Go here to report a buyer for misusing the Money Back Guarantee. https://spd.ebay.com/RBASellerHub

[ktucom]

Thanks for the link.  I selected buyer filed a false claim.    Can someone provide some advise or share their experience with payment dispute cases.  I would greatly appreciate it.      If I go to the new payment dispute case.  I see two options.   Accept or decline the payment dispute.  The screen and info in this case looks a little different than the item not as described case  screen.     Can someone share their thoughts why the buyer would pursuit the case with Paypal on top of the INAD case he had opened with ebay ?

[downunder-61]

In the case of Item not as Described, you always accept the return, provide the label and then refund once you get the item back. Depending on the state of the item once returned you can appeal to eBay as I said above or simply relist.

You never decline one of these ^^^^ claims, as you will lose automatically and eBay will force a refund and you will not get your item back.

In the case of an Item not Received, you simply go into the case the buyer opened and upload your tracking number and this should close the case in your favour.

If any of these claims come up again, feel free to come back for specific instructions, it can be a bit daunting your first time around.