Are buyers allowed to open sealed items and then return them if they change their mind?

[usgamecollector]

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

[*eponymous*]

ebas never, does not now, annd cannot, enforce item condition on return policies. Obviously, ebay does not know the item condition you shipped, the buyer received, or you got back. Some buyers open SNAD instead of a buyer'se case.

Accept returns, pay return shipping when you must, and refund. Thats how to avoid an unresolved case. Fairness to sellers is not an element of commerce!

[missjen831]

That’s incorrect, eBay does enforce the item condition policy. on remorse returns AND SNADs. Do they do it every time? No of course not. But it’s still incorrect to say they never have and never will. 

[rolenboy01]

Unfortunately yes and it can kill the value of an item as you already know.

[johnfduda]

I once sold two brand new headsets that were in sealed boxes. The buyer had OPENED BOTH and returned them because they didn't have the plug they needed. There was a closeup picture of the plug in the listing and the plug type was spelled out in text. eBay will give a buyer a refund even to an obvious scammer. You just have to accept this treatment and control your communications with the buyer. In my case I got a neg because I ruined the present the purchase was made for.

I thru out the returned items as I didn't want to compete with my new item listing. I did explain the neg in the listing and used it as emphasis on what plug the item had.

[mallontown]

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@stuff4divas wrote:

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@mallontown wrote:

The Policy overview (which is ebays clearly written rule) say not used, that means not taken out of package and tried out like a rental.

It also says return an item in the same condition as it was received. so if received in unopened package it must be returned in unopened package according to ebay policy. there is noting in ebays policy that states 1 time use. I would stress these points in any correspondence about a return. Also ask the ebay rep if you can now sell the item as new, the correct answer is no you can not as an opened item does not qualify as a new item.

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All I did was post the ebay policy, I did not create it, read into it what you want, in the end, it will be dependent upon the ebay customer rep's interpretation in the decision making.

One of my person examples: I sold an expensive handbag that was still in its original sealed package, the buyer opened it, removed all the tissue wrappings, stuffings, hangtags, care cards, and 2 wks later said it was too heavy and opened a return request. I received the bag back without the wrappings, stuffings or hangtags. I called ebay about it, pointing out it was not necessary to remove hangtags to determine the bag was too heavy and that it wouldn't take 2 weeks to figure this out. They told me to ask the buyer if she had the hangtags and to try to work it out with her. Miraculously, the buyer DID have the hangtags and mailed them back to me. The bag was listed with free shipping, but I had a 20% re-stocking fee so refunded her. 

Why did I tell you this story? Because it was clear she tampered with the original packaging and STILL, the ebay rep did not see their own policy as clear cut. I just got lucky that the buyer mailed me back the hangtags. Tissue, I can replace, but not the tags.

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Hi  stuff4divas

I understand that you only posted the policy. My point is with any customer service rep is you have to state your case and the best way to do that is to use ebays own policies in the conversation with the rep. 

Ebay can refund any shipment at their discretion it can come out of the sellers account or ebay can refund the buyer without any cost to the seller.  I have had both occur.

In your example did you quote ebays policy to the Customer Service Rep? If so you could have tried another rep or tried the weekly chat to see if they have any input to the situation. 

If you found my reply useful, please give it a Helpful. If my response assisted in resolving your question, please click "Accept as Solution."

[rainbowcolorz]

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@mallontown wrote:

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@stuff4divas wrote:

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@usgamecollector wrote:

I sold headphones where the buyer opened the new sealed package used them and then opened a return saying they tried them but didn't want them anymore.

I called eBay and they told me this was a case of "one time use" which is allowed. I have a 14 day return policy so if this is ebay's policy that's fine, but I would like to know if that really is what the official policy is or if the rep is mistaken. I thought returned items had to be in the same condition they were sent (i.e. still new and sealed, not used). 

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this is a copy/paste of ebay policy:

Policy overview
You must return an item in the same condition as it was received, not used or altered in any way. You must also include, in the same condition as it was received:
* All original packaging such as boxes, bags, tags, and UPCs

* Accessories such as cords and remote controls 

* Certificates, manuals, warranty, and rebate cards  

* "Free gifts" or bonus items

* All items included in a bundle

Make sure you follow these guidelines. If you don't, you may be subject to a range of actions, including limits of your buying and selling privileges and suspension of your account.

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The Policy overview (which is ebays clearly written rule) say not used, that means not taken out of package and tried out like a rental.

It also says return an item in the same condition as it was received. so if received in unopened package it must be returned in unopened package according to ebay policy.

there is noting in ebays policy that states 1 time use.

I would stress these points in any correspondence about a return.

Also ask the ebay rep if you can now sell the item as new, the correct answer is no you can not as an opened item does not qualify as a new item.

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Hi @mallontown, I love your New Loose Leaf Tea Tin.  Can you tell me the purpose of putting up 12 identical photos of the closed tin in your listing?  I was curious to know what it looked like inside, or even the entire bottom or the whole top of the tin, inside & outside.  Does it come in a sealed package?   

[d-k_treasures]

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@missjen831 wrote:

That’s incorrect, eBay does enforce the item condition policy. on remorse returns AND SNADs. Do they do it every time? No of course not. But it’s still incorrect to say they never have and never will. 

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OK - 99% of the time they don't enforce it.

It's written as a policy, one of many that ebay does NOT follow when it comes to seller protection.

Why do you think they need to beg and bribe sellers to list something expensive here?

[missjen831]

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@d-k_treasures wrote:

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@missjen831 wrote:

That’s incorrect, eBay does enforce the item condition policy. on remorse returns AND SNADs. Do they do it every time? No of course not. But it’s still incorrect to say they never have and never will. 

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OK - 99% of the time they don't enforce it.

It's written as a policy, one of many that ebay does NOT follow when it comes to seller protection.

Why do you think they need to beg and bribe sellers to list something expensive here?

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It’s enforced more than some realize. It’s usually the buyer who comes here complaining about it. I see quite a few sellers posting elsewhere reporting winning based on the item condition clause.