Buyer claims return system doesn't work.

[bluejay71]

Have a situation where a buyer said their item is defective.  No problem, it happens these are used parts after all.  I regularly get a few returns a month and process them with no problem.  However, this buyer insists the return system doesn't work.  I have even explained how to navigate the website on how to return an item.  They're still being evasive and saying it doesn't work.  If the item has issues I want to get a return processed but I seriously doubt what this person is saying as I've had hundreds of returns in the past few years with no problems.  Honestly feels like a scam attempt.  What should I do?  Is there a way to get a return initiated on my end?   

[1tuna]

I dont like the broken english in the example

sounds better if DOES not fit is used

@bluejay71 

[gamersbaystore]

If your buyer cannot initiate a return, then its obvious they already lost their money back guarantee protection, and ebay simply wont allow them to return anything at this point.

This is what ebay does with buyers who have excessive returns, too many complaints from sellers, or other information that leads ebay to believe they are defrauding the platform.

You can clarify whether or not the buyer lost their MBG protection with a simple phone call to ebay.

I've had buyers do the exact same thing before, demanding refunds and claiming they can't return the item, and every time ebay tells me to simply ignore them because their MBG protection is gone.

Its likely your buyer has done this before multiple times and ebay shut them down as a result.

Likewise, its against ebay's policies to demand a refund before returning your product first. I would report the buyer from the transaction, they are definitely violating the platform's policies.

[mam98031]

Buyers that have lost their rights to the MBG can still open INADs and INRs, it is just that Ebay won't step in and help them.

It is more likely that the buyer doesn't realize they have to attach a picture of the item.  And if they don't attach a pic, they can't file the claim.

[bluejay71]

Yep, it was the picture upload that fixed it.  Thanks everyone!

[soh.maryl]

This illustrates so well one of the reasons I do not shop on eBay as much as I used to.

Have been here quite awhile, have had only 2 or 3 item not as described cases I had to open, fortunately before the rule about attaching a picture.  Do not have a camera and would have no way to attach a picture if I had to open a return.  Also, are you asked to upload a picture to   a claim if your claim is that the item does not work? Like if I bought a Kitchen Aid mixer (pricey item in my budget range) and it did not power on at all, would a picture enhance my claim? Just curious.  

[mam98031]

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@soh.maryl wrote:

This illustrates so well one of the reasons I do not shop on eBay as much as I used to.

Have been here quite awhile, have had only 2 or 3 item not as described cases I had to open, fortunately before the rule about attaching a picture.  Do not have a camera and would have no way to attach a picture if I had to open a return.  Also, are you asked to upload a picture to   a claim if your claim is that the item does not work? Like if I bought a Kitchen Aid mixer (pricey item in my budget range) and it did not power on at all, would a picture enhance my claim? Just curious.  

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For anyone that needs to open a dispute and can not attach a pic, all they need to do is contact Ebay Customer Service and they will take care of them.  It isn't a big deal.  There are options for those that don't have the equipment to comply with a pic on their own.

Since this is a newer requirement, it is doubtful it is the reason you don't shop here much anymore.