Buyer asks for Return & Refund on an Item Described & Pictured Accurately

[det1835]

I don't know if this is where I should post or if I should be posting to some other area.

But -

I don't accept returns. However, I had no choice since the buyer said the device did not work or was defective and eBay does not offer an option to decline. I could have asked them to step in, but, after reading all the garb, it seemed senseless. I realize eBay needs buyers. Don't they need sellers too? You would think before making a seller refund a purchase there would be other steps for the buyer to show/prove the sell was described inaccurately. I can't make a buyer "read every word and interpret as intended". I try to write my descriptions so that an eight grader would understand (and show pictures that indicate the same as the description). I don't sell a lot (and it's probably going to be less now), but, this is only my 2nd request for a return. The first was a pair of jeans that the buyer said did not fit (Hello, I can't help if you gained or lost weight) and of course eBay allowed me to decline. It's upsetting first that the buyer asked for the refund, then I had to pay for the return label, then the buyer used part of my packaging, but, left the device to bounce around in the container I shipped it in. Luckily, it worked the same as when I shipped it out. Otherwise, I suppose I would have a different sort of situation.

My question is: Does eBay ever review return requests?

Do other sellers ask that eBay get involved on small sales ($20 - $40)?

What options do I have for follow up feedback? (I did comment to the buyer through the refund comments, that if they had future returns, they should at least package as they received the item).

The only thing good I can say is: the buyer did communicate with me when I asked about the return label & shipment. 

I guess I need to let a de_d dog lie and consider this a learning experience.

Any advice from more experienced sellers?

[wildpitchsports]

You accept returns on here whether you want to or not it's just the way it is.

Make sure they follow correct return procedures and provide tracking. Always ask for photos to substantiate their claim. 

If you receive it back different, there are methods in place for that as well. But the most important thing you can do is make sure they buyer follows process to the letter on a return. Tracking label is imperative.

It's just a cost of doing business. Sometimes, it's cheaper to refund their money and let them keep it rather than deal with the stress of it all for a low value item. Make sure you block that buyer as well. If they know they can get away with something they will be more than happy to do it again.

[katzrul15]

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@det1835 wrote:

You may very well be "right" about my email antics. And it might not be a smart move for a Seller. At some point, you do have to make a call. I chose to let the buyer know that my description was correct (and it was). I was not ugly to the buyer in any respect. I only stated the facts after they "vaguely as you stated" accused me of selling something that I described and pictured as wrong. 

How do you know that the buyer might not have changed his/her mind about the way they acted? You don't!

I do not feel guilty in any way about the way I handled this situation. I hope the buyer on the other hand does. I can rest at night. No Problem. And, eBay is definitely not paying my bills. I have not "followed up" with any comments on their feedback and at this point, do not intend on doing so. 

Also, I believe the "wide" window that eBay gives is "much, much, much" too wide of a window. But, like a lot of this is "my" or "your" opinion and neither has control "other than" selling/buying etc. somewhere else.

So, it's OK for the buyer to vaguely or otherwise call me a liar by requesting a return, but, it's not OK for me to at least show that I am not a liar to the buyer (not the whole world).

At some point you must take a stand for yourself. Maybe online selling is not for me, but, up until now, I have not had a problem with anything I have sold.

You cannot please everyone all the time.

I can embrace quite a few concepts.

It doesn't mean I have to agree with them, nor, does it mean I have to bend over to accept whatever comes. 

Fair is Far, regardless how you look at it, whether I'm treated fairly or not. At least I know the difference.

Done!

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You can "rant" to me all you like - "I" do not decide how "long" a Buyer has to return an item.  E-Bay does.  

I stand by what I stated in my prior post - online selling is not for everyone.

Your Buyer claimed a SNAD.  It ends there - over, stick a fork it in DONE!

And your emails - if you do try to "report" your Buyer - e-Bay reads those and it works AGAINST you as a Seller.  Does not help your cause with a Buyer, it hurts it, as they read ALL correspondence between the 2 parties.  

We have a standard template to a Buyer that was written when there was NO emotion and no claim, no issues.  It thanks them for their email and apologizes profusely for their situation.  Why?  Because customer service is "key" in these situations and you cannot control Buyer fraud, any more than controlling the weather.  When I report a Buyer - I want it to "stick" and be taken seriously and I want the professionalism of how we dealt with the Buyer to be front and center.  Mostly, as you are not having a "live" conversation with the person at e-bay reviewing everything.  My job is not to antagonize a Buyer - regardless.

Moreover, you have no way to know if the Buyer is lying.  You can "lob" veiled innuendos at your Buyer all you want - your Business to run.

I decided a long time ago to win the Battles I "can" win and a SNAD is not one of them.  Even when it is clear FRAUD - e-Bay will side the with Buyer.  ymmv

[katzrul15]

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@downunder-61 wrote:

You cannot please everyone all the time.

I can embrace quite a few concepts.

It doesn't mean I have to agree with them, nor, does it mean I have to bend over to accept whatever comes. 

Fair is Far, regardless how you look at it, whether I'm treated fairly or not. At least I know the difference.

Done!

Problem is that it is not how you or we look at it - but how ebay looks at it. Defects on your account that you receive by leaving it to eBay to step in are hard  impossible to get rid of and can end up costing money.

Seller101: Keep the buyer happy - deal with the rest later using the appeals process if you feel you are being scammed.

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Amen.  

[pburn]

@wildpitchsports 

Just a couple of corrections to your post . . .

@wildpitchsports wrote:

Always ask for photos to substantiate their claim. 

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Buyers are not required to submit photos substantiating their claim unless requested to do so by eBay. Sellers cannot make that a requirement independently.

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@wildpitchsports wrote:

If you receive it back different, there are methods in place for that as well.

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There are protections in place only if the seller:

1. is TRS and offers 30-day or longer returns, or
2. offers free returns (and is not rated Below Standard).

The OP does not qualify for that particular protection since s/he meets neither of the above criteria.

[rj_seller]

I've had this happen before. Someone bought a dashcam from me a few months ago. The dashcam in question worked perfectly and included detailed photos and description (with some stock photos as well). Payment and shipping went smoothly. However, this buyer had the audacity to leave negative feedback claiming that I was "scamming" them because the camera didn't match the photos. The buyer must not have looked thru all of the photos (only the stock ones), because he complained that he received a black dash cam even though the stock photos were of a white one. What a joke. What's funny is he wrote this on a positive feedback, so it doesn't affect me at all. But I did make a note by his feedback mentioning how I had not scammed him at all and that the listing made it very clear what he was getting. I wish the buyers on eBay were more intelligent.