return request- using wrong reason to get back shipping cost automictically with eBay system

[chocolate752011]

I recently had a return request and her reason was "does not match photo or description" no photos were upload and yet eBay accepted the return- I contact buyer to let her know I did not understand her reason , what she purchased was Exactly what she received but if unhappy returning the item was no issue.  Received no Reply from the Buyer. When I received the the item back the Return Request format would not allow me to do a partial refund, I was going to only refund the item cost not the Shipping cost. I call Ebay and they said just refund her the total cost and we will credit back to you the shipping cost...still waiting for this to happen, looks like I am going to spend another 45 minutes on the phone trying to resole this one. Now, if I had received this item back damaged because of the format ( reason that was chosen by buyer) it  would still not allow me to do a partial refund. I did upload photos of the item that was returned  to me and clearly indicated that it matches the photo and the description and that the buyers reason was NOT valid, its just one way to get shipping cost back to her automatically. Can anything be done about Buyers misusing and abusing eBay return policies? The seller is always having to pay the consequences so unfair.

[powell-memorabilia]

It is your time, but I wouldn’t spend 45 minutes on the phone for a few dollar refund.

[santamonicajeweler]

More so, we are being charged FVF on shipping and taxes.  Very unfair! 

[albertabrightalberta]

@chocolate752011 

Because the buyer's claim is that the item wasn't as described or pictured (whether true or not), you MUST refund the buyer's full payment amount including shipping. You also had to pay for the return shipping label. 

[chocolate752011]

Thank you for your comment but its the principal, and buyers abusing the system that I do not appreciate and getting eBay agent telling me "rest assure ..it will be taken care of" Yeah , right. 

[chocolate752011]

Thank you for your comment, but have to disagree .The Buyer pays for return shipping if they are returning the item because they changed their mind, and the Seller’s (me) return policy states that buyers are responsible for return shipping. It clearly indicates this in my store.  The Seller pays for return shipping if  the item was damaged, faulty, or doesn’t match the listing description, and buyers will use reason : Does not match description  and not upload any photos for prove this point so to not pay for shipping cost. Please take time to re-read eBay Return Shipping Policies, which is clearly  stated. So I must disagree with "Whether true or not" .

[pjcdn2005 · Accepted solution]

If a buyer uses a buyers remorse reason for the return than they would have to pay for return shipping if that is your policy.  You would also then have the option of withholding original shipping.

 But when a buyer uses a reason such as not described, eBay requires the seller to pay for return shipping and then refund in full when the item is received back.  EBay doesn’t question whether or not correct reason was used.  It usually is a he said/she said situation as eBay does not see the item when it is sent out or when it is received.  As a trs you can report the buyer for misusing the mbg and then you will be eligible for up to a $6 credit for return shipping.  It may not sound fair but that is how these situations are usually handled.

[chocolate752011]

Thank you for you comment, I did report the buyer and never received and return shipping cost, thank goodness this does not happen often, I have only had 2 returns in 5 months, so its not so bad.

[megadeals2022]

Sorry.  EBay doesn't give a crap about it's sellers.  There is NO SELLER PROTECTION....only buyer protection.  I sell $40K per month on eBay so thay make about $5,000 every month from me and you would think they would treat me better as a business partner......nope!  They can care less.  Their return process is f'ed up for a reason....to discourage honest sellers from trying to make things right with their transactions.......make the appeal process SO time consuming with cookie-cutter responses that one eventually just gives up.