Buyer Claims a sealed DVD isn’t as described.

[digitdiscs]

I'm a former PowerSeller who only recently dipped my toe back in to selling on ebay. I'm having the hardest time understanding this new-to-me policy that the buyer is always right.

I sold a brand new sealed DVD to a buyer. The UPC, item image, and all of the details in my listing description are 100% accurate. The buyer filed a return request with these details:

Reason for return

Doesn't match description or photos

Comments

I did not remove it from the shrink wrap because it is not what I expected.

I've spoken on the phone with ebay CS three times during this process now and I'm getting conflicting info. First time ebay told me I should accept the return since I have no choice anyway. Why even ask me then, ebay? They also told me that once I receive the item back and confirm it's as I described that I should open a dispute. Since I only have 3 days to approve a refund to the buyer, the day the item is returned I immediately file "report an issue with the buyer" and it tells me ebay will usually get back to the seller within 48 hours. 2 days pass without a response, so I talk to CS again and they tell me not to do anything, wait for a response to my report, and that I can appeal ebay's decision if it's in the buyer's favor. 3rd day comes and buyer automatically gets a refund. 6 days after the filing the report I still haven't heard anything from ebay, and I see no option to appeal ebay's decision since they clearly haven't actively decided anything. The refund was automatic. 

The buyer's feedback shows a couple of negative feedbacks for abusing ebay's return policy, and this definitely reeks of it. Also a red flag, the buyer (who is also a seller) has received 2000+ feedback, but has only left 79 total, a good portion of which are negative. I have a nearly perfect ebay track record, 100% positive feedback, seller for 20 years, etc, and I don't want this buyer to impact me or my standing in any way.

Today I had a third phone call with CS and they said the only way to appeal is directly through CS. Huh? There's a whole link about appealing a decision. Now they're telling me they'll look into and I'll get a response from ebay, though I've already been told that before.

Currently I'm out the cost of shipping to the buyer, and the cost of shipping it back to me, which is obviously not a huge cost. But what if it was an expensive item to ship -- I've had items that cost over $200 to ship, such as large art pieces -- and everything about my item is "as described?" I'm just out the money because a buyer can decide for any reason to return an item? Apparently it's also meaningless that I have a "no returns" policy listed in all my sales. Why even allow me to say that if it won't be honored by ebay anyway? If even a brand new DVD can be returned "not as described", how will ebay rule in my favor on anything that's even remotely debatable? Is this madness actually ebay seller reality? It sounds bonkers.

[katzrul15]

Did they buy a DVD and expect a BluRay?  Seems to happen a lot.  Buyers do not read.

Buyers can, unfortunately, claim INR and return anything they wish (few category exceptions but a DVD is not one of them).  If you accepted returns, you could have specified Buyer to pay for return shipping.  Did your listing state "no returns" at all?

Welcome back to e-Bay.  You can get your "hose me" button while in line for the latest cluster-cluck.  Someone will be along shortly with your kool-aid cup.  Woo-RAH.

[alcoforever · Accepted solution]

Dear Buyer, Sorry you are unhappy with the item.   Please return it for a full refund.   Sincerely, Seller.

Then send the buyer a prepaid return label.

You try to fight it, you lose both the DVD and the money.

Talking to CS on this matter is a waste of time.

[digitdiscs]

I've shared exactly what details the buyer provided to me. But ebay's policy isn't about what the buyer thought they were buying, it's about the actual description, photo, and details the seller provided, no? All my listings include "Seller does not offer returns."

[digitdiscs]

But I talked to CS three times and they tell me that is not the case. They have told me each time that I could dispute it and potentially receive a refund due to buyers who abuse their system. Why would ebay tell me that directly if it's not the case, and why does ebay have a whole online process to dispute such decisions? Seems an odd way to go through all these smoke and mirrors to convince me I should keep selling with zero protection from such fraud.

[alcoforever]

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@digitdiscs wrote:

 All my listings include "Seller does not offer returns."

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In which case, if you don't reply to the case with "return for refund",  you will be refunding and the buyer will keep the disc.

[digitdiscs]

I'm not following. The DVD is exactly as described. How is a refund allowed due to buyer remorse?

[Anonymous]

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@digitdiscs wrote:

But I talked to CS three times and they tell me that is not the case. They have told me each time that I could dispute it and potentially receive a refund due to buyers who abuse their system. Why would ebay tell me that directly if it's not the case, and why does ebay have a whole online process to dispute such decisions? Seems an odd way to go through all these smoke and mirrors to convince me I should keep selling with zero protection from such fraud.

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That CS rep has never been a seller in the trenches. You aren't winning this.

Doesn't matter how perfectly an item is described, all a buyer has to say is that it wasn't.

[katzrul15]

Unfortunately, you are incorrect.  

Read what I wrote originally.

Buyer can file  IND, regardless of your stated TOS.  There is NO "NO RETURN" policy on e-Bay if Buyer indicates Item Not as Described (used to be called a SNAD).  Your metrics get a nice *DING* for it as well.  

There are only a few categories where e-Bay allows for a Seller to state "No Returns" and honors same.  Due to the MBG (money back guarantee) they offer every Buyer, 

Even if you specify “no returns accepted,” under the eBay Money Back Guarantee, the buyer can still return an item if it doesn’t match the listing description.

Unfortunately on the "doesn't match description" part - Buyer's opinion is usually the only one e-bay seems to care about.  Again, I am sure there are exceptions.  But typically, no.

[alcoforever]

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@digitdiscs wrote:

But I talked to CS three times and they tell me that is not the case. They have told me each time that I could dispute it and potentially receive a refund due to buyers who abuse their system. Why would ebay tell me that directly if it's not the case, and why does ebay have a whole online process to dispute such decisions? Seems an odd way to go through all these smoke and mirrors to convince me I should keep selling with zero protection from such fraud.

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Those of us that have been around a while will tell you that CS will tell you what you want to hear, anything to get you off the phone as quickly as possible.

What you really need to do is read the entire ebay MBG (Money Back Guarantee).

[alcoforever]

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@digitdiscs wrote:

I'm not following. The DVD is exactly as described. How is a refund allowed due to buyer remorse?

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It may indeed be buyer remorse but if the buyer claims not as described, you will be refunding.   Period.   Even if the buyer admits remorse, you will get no help from ebay.   You will be refunding.

[digitdiscs]

I get that my "no return" policy appears to conflict with ebay's buyer protection. I let the buyer return it anyway and they were automatically refunded. How in the world is a brand new sealed DVD "not as described"? What's to debate and why am I even allowed to file an appeal if such a thing doesn't exist. Every comment here basically tells me that ebay CS and their online help info is lying to me. If so, how do all of you sellers deal with this?

[katzrul15]

Your FB indicates you have sold off and on over the past year.  The MBG is not "new", so this would have applied 6 months ago when you were selling on here.

If this is your first rodeo with this, you really got lucky with media before.

[digitdiscs]

3 different days that I talked on the phone with CS, so 3 different people. They all said I should be protected with an appeal. All 3 were lying?

[alcoforever]

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@digitdiscs wrote:

I get that my "no return" policy appears to conflict with ebay's buyer protection. I let the buyer return it anyway and they were automatically refunded. How in the world is a brand new sealed DVD "not as described"? What's to debate and why am I even allowed to file an appeal if such a thing doesn't exist. Every comment here basically tells me that ebay CS and their online help info is lying to me. If so, how do all of you sellers deal with this?

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We deal with it by not contacting CS.   We come to these forums and ask other users for the best course of action.    We usually get a good reply within minutes.

As for a brand new sealed DVD, not as described, it is whatever the buyer says it is.   BTW, buyers don't read descriptions, they hardly read titles, seldom look at pictures so that leaves a lot of room for not as described situations.   And, ebay always sides with the buyer.